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Consumer vulnerability: expectations for the telecommunications industry

This document sets out a statement of expectations for the telecommunications industry to improve outcomes for consumers in vulnerable circumstances who may experience barriers to accessing and maintaining telecommunications products and services. It does this by:

  1. communicating to industry the importance of being able to identify and respond to consumers in vulnerable circumstances
  2. providing information to assist industry to identify consumers in vulnerable circumstances in a way that recognises the disparate circumstances and wide-ranging reasons that can contribute to vulnerability
  3. articulating clear outcomes for industry, so it understands the ACMA’s expectations of it in delivering services for consumers in vulnerable circumstances.

May 2022.

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