Home > Industry > Audit Finds Oz Telcos Ill-Equipped To Deal With Vulnerable

Audit Finds Oz Telcos Ill-Equipped To Deal With Vulnerable

The Australian Communications and Media Authority has today released a proposed Statement of Expectations for Australian telcos, after an audit found the sector is ill-equipped to support consumers in vulnerable circumstances.

“Anyone can experience vulnerable circumstances at some stage of their life, as we saw at the start of last year during the bushfires and more recently during COVID lockdowns,” ACMA Chair Nerida O’Loughlin said.

“It’s important telcos take extra care when dealing with these customers.”

The AMCA’s audit found that “some telcos were not training staff at appropriate intervals (within 12 months) to recognise or deal appropriately with vulnerable consumers,” which casts “serious doubts about whether sales representatives and other staff can be regarded as appropriately trained.”

The full audit can be read here.


You may also like
Expectations For Telcos Dealing With Vulnerable Consumers
Boost Founder Wades Into TPG-ACCC Bunfight
Optus Posts A $208 Million Net Loss Over 12 Months
NBN Price Hike ‘Inevitable’, Says Telcos
Optus Showcases 5G FDD, TDD Carrier Aggregation