National

Telcos must offer financial hardship assistance

By AAP Newswire

Jul 6, 2023

Ethernet data cables. — The communications watchdog has been tasked with enforcing standards on financial hardship. -AAP Image

Telcos will have to offer financial hardship assistance to customers so they do not lose access to work, education and other critical services, the federal government says.

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This will bring their social responsibilities into line with similar requirements for energy companies.

Communications Minister Michelle Rowland has directed the Australian Communications and Media Authority to introduce enforceable standards for telcos by January 1, 2024.

"Given the current cost of living pressures that many Australians are facing, it's important we have clear and enforceable rules so telcos give appropriate support to consumers doing it tough," Ms Rowland said.

More than one in ten Australians have issues paying their telco bills but just 0.03 per cent of residential customers were in financial hardship programs, according to a recent report byÂ Roy Morgan and OmniPoll.

It found found just two thirds of telco customers experiencing financial difficulties were aware they could contact their provider for help.

However, telecommunications services have not been a key contributor to increased household spending, unlike mortgage costs.

Industry and consumer stakeholders will be able to take part in developing the standards for the telecommunications sector before they are introduced.