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Proposed Telecommunications Financial Hardship Industry Standard

We are consulting on new rules to improve protections for telecommunications consumers experiencing financial hardship.

Now under review
Days remaining 0 of 32 days
  • 1

    Consultation opened

    24 Oct 2023
  • 2

    Consultation closed

    24 Nov 2023
  • 3

    Outcome and submissions published

    07 Feb 2024

Key documents


On 6 February 2024, the ACMA made the Telecommunications (Financial Hardship) Industry Standard 2024

You can access the submissions made to the consultation at the bottom of this page. 

We thank all those involved in the consultation process. 

Previous consultation: The issue

Telecommunications is an essential service. There is evidence that current safeguards are not offering sufficient protections to telecommunications consumers facing financial difficulty. Current financial hardship rules for telcos are in Chapter 7 of the Telecommunications Consumer Protections Code. However, there are gaps in the operation of these rules and the required level of protection to help customers meet their payment obligations and keep them connected. The Minister for Communications has directed the ACMA to make an industry standard that deals with:

  • information to be provided and made available by telcos to customers relating to financial hardship matters
  • the support provided by telcos to customers who are, or may be, experiencing financial hardship.
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