New directives from the Federal Labor Government are now in place to make it mandatory for telecommunication companies to provide financial hardship assistance to all customers experiencing difficulties paying their bills, including prioritising keeping customers connected.

The new Industry Standard on Financial Hardship help protect telco consumers who are struggling to pay their phone and internet bills, and also ensure staff are appropriately trained and systems are in place to proactively identify consumers who may be experiencing financial hardship.

The new rules, monitored by the Australian Communications and Media Authority (ACMA) will ensure telcos do all they can to avoid disconnecting Australians struggling with cost-of-living pressures, given how essential telecommunications are in everyday life.

These safeguards cover mobile services as well as internet and voice services used by individuals and small business.

Quotes attributable to Federal Member for Robertson, Dr Gordon Reid MP:

“These directives will ensure anyone experiencing hardship or difficulty servicing a bill with a telecommunication provider, will get the support they need to keep services connected.

“This is another example of the Federal Labor Government helping Australians with the cost of living, because we understand how important it is to be connected.

“I encourage anyone in the community experiencing hardship with a telco to contact my office to obtain advice and assistance.

“Or contact the Australian Communications and Media Authority on 6219 5353 or by visiting its website”, Dr Reid said.

For more information, visit the Australian Communications and Media Authority at https://www.acma.gov.au/

ENDS