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Telco financial hardship – quantitative and qualitative research

We explored the experiences of consumers having difficulty or concern with telco bills and other essential services.

Many Australians have experienced financial hardship in recent years, with the rising cost of living having a significant impact. The COVID-19 pandemic has exacerbated those difficulties for some, and created new difficulties for others.

As the regulator of the telco industry, the ACMA commissioned this research to understand the recent experiences of people who have had difficulty or concerns with bills for the essential services of telco, energy and water, and for banking payments. The research provides insights into what telco providers are doing well and what can be improved.

This research is part of our 2022­–23 research program, and aligns with our 2022–23 compliance priority on financial hardship.

Read our accompanying paper, Financial hardship in the telco sector: Keeping the customer connected.

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