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ACMA consults on new protections for telco consumers in financial hardship


Reliable and affordable phone and internet services are vital for our work, education, health, entertainment, social connection and access to services. However, consumers are facing economic challenges as the cost of living rises.

The Minister for Communications has directed the ACMA to make a new industry standard, due to evidence that current safeguards aren't providing sufficient protections for telco consumers facing financial difficulty. 

The proposed standard will apply to all carriage service providers who deal with residential, small business and not-for-profit customers. It will enhance protections for telco customers who are (or may be) experiencing financial hardship through the provision of information and appropriate financial support to help them meet their payment obligations and remain connected to essential telco services.

The standard must be made by 15 February 2024 and commence by 29 March 2024.

We invite submissions on the draft Telecommunications (Financial Hardship) Industry Standard 2024 by 5 pm (AEDT) on Friday 24 November 2023.

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