An 18-month long investigation by the Telecommunications Industry Ombudsman (TIO) has uncovered a "concerning trend" of complaints where consumers experiencing family violence were not always met by telcos' standard systems and processes.
The Meeting the needs of consumers impacted by family violence report detailed that telcos faced four key challenges in meeting the needs of family violence victims. These included being unable to: Recognise and respond to consumers experiencing family violence, understand what consumers needed to stay connected and safe, ensure appropriate account security processes, and offer the right financial assistance.
The investigation uncovered some of the consequences of telcos being unable to meet those needs, such as victims suffering more detriment and further financial hardship. The lack of support also resulted in unauthorised disclosure of personal information, which often led to further dangerous consequences.
"Our understanding and approach to the impact of phone and internet complaints in family violence continues to evolve. While the number of these complaints is relatively low, the detriment suffered is often disproportionately high," Ombudsman Judi Jones said.
See also: New Australian Online Safety Act to include take-down of cyber abuse[1]
The report suggested telcos could improve their services for consumers affected by family violence by working with family violence experts to develop training for staff, allowing staff to offer highly flexible payment arrangements, reviewing account securities, and listening to consumers about what they need to stay safe.
"This report makes recommendations for telcos wanting to improve their service to better meet the needs of their customers experiencing this vulnerability. I encourage providers to think deeply about changes they can make to best support consumers impacted by family violence," Jones said.
"We acknowledge the good work of family violence specialists, the telco industry