The ACMA has amended rules for telcos checking customer identities when activating prepaid mobile services.
The new rules will allow telcos to conduct ID checks using Digital ID verification services.
The amendment to the Telecommunications (Service Provider – Identity Checks for Prepaid Mobile Carriage Services) Determination 2017 will support faster service activations and a smoother overall customer experience.
The change to the rules follows an ACMA investigation, also released today, which found between November 2024 and February 2025, Telstra Limited (Telstra) failed to adhere to customer identity check rules when activating more than 18,000 prepaid mobile services.
While Telstra did conduct customer checks using an accredited third-party identity verification service, this method would have required special dispensation from the ACMA under industry rules for prepaid mobiles. As this method was not permitted at the time, Telstra has been issued with a formal warning.
The non-compliance did not result in any consumer harm and Telstra has not been subject to prior compliance or enforcement action in relation to these rules. Telstra has since sought and received the dispensation required which applied until the commencement of these new rules.
Following the investigation the ACMA proposed a change to the rules and undertook a public consultation.
Stakeholders were broadly supportive of the change. The ACMA notes that during the consultation process a number of additional important issues with the Prepaid Determination were raised, including suggestions for improved consumer protections. The ACMA will progress a holistic review and update of the Prepaid Determination as a priority in 2026.