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Starting July 2025, all Australian telcos will be subject to a set of “minimum enforceable obligations” to support customers who are victims of domestic, family, and sexual violence.
The Australian Communications and Media Authority (ACMA) has announced a set of new industry rules requiring telcos to offer more support to customers at risk of all forms of domestic violence.
The new industry standards, which come into effect on 1 July 2025, will lay out a set of minimum enforceable obligations for telcos to support any of their customers who are considered at-risk.
“We know domestic violence causes profound harms across our society and that maintaining safe and secure access to telco services is crucial to people looking to escape these dangerous situations,” Nerida O’Loughlin, ACMA chair, said in an 11 June statement.
The new rules will make it easier to find the kinds of support offered by their telco, and trained staff will be on hand to provide trauma-informed support. In addition, they’ll have more control over how they manage their services and accounts, including additional security settings.
The ACMA has a set of strong enforcement options for telcos that fail to comply, and it will actively monitor telcos for compliance.
The first of the new rules will come into effect on 1 July, while other rules will come into effect on 1 January 2026 and 1 April 2026.
“Under these rules, customers will not have to repeatedly explain their circumstances and will be able to choose the time and method for communication with their telco. Importantly, these customers will also be able to access this assistance, confident that they will never be asked to engage with the alleged perpetrator to resolve their telco issues,” O’Loughlin said.
“The ACMA has seen far too many instances where telcos have not only failed to assist customers experiencing domestic and family violence but have also taken action which exposes those customers and their children to further or greater safety risks. These new rules will help them stay safe and connected.”
David Hollingworth has been writing about technology for over 20 years, and has worked for a range of print and online titles in his career. He is enjoying getting to grips with cyber security, especially when it lets him talk about Lego.
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