Stronger Support for Telco Customers WHO Experience Domestic and Family Violence
Image Credit: Priscilla Du Preez ca
Media Release: Joint Release by Minister for Communications, Minister for Sport, and Assistant Minister for Social Services, Assistant Minister for the Prevention of Family Violence
Australians impacted by domestic, family, and sexual violence will soon have stronger protections when dealing with telecommunications providers, thanks to a new mandatory industry standard introduces by the Australian Government.
The Domestic, Family, and Sexually Violence (DFSV) Industry Standard, developed by the Australian Communications and Media Authority (ACMA), will come into effect from 1 July 2025. It aims to ensure that victim-survivors receive safe, respectful, and trauma-informed support from their telco providers.
The standard introduces a range of safeguards that telcos must implement, including:
Reversing service disconnections or restrictions when a customer raises a safety risk.
Hiding sensitive information such as calls to 1800RESPECT from appearing on bills
Using only agreed communication methods to avoid triggering trauma
Training staff to recognise and support victim-survivors appropriately
Prohibiting any requirement for victim-survivors to engage with alleged perpetrators to resolve account issues
Minimising re-traumatisation by reducing the need to repeatedly share their story or provided extensive evidence
Enhancing privacy and control over account security for affected customers
Timeline:
1 July 2025: Initial rules become mandatory
1 January 2026: Additional rules apply to large telco (30,000 + services)
1 April 2026: Full compliance required from all providers
The standard was developed following extensive consultation with the domestic and family violence sector, the telecommunications industry, and consumer advocacy groups. It reflects a growing recognition that telco services can play a critical role in either supporting or endangering victim-survivors.
