A provider must ask an affected person to confirm if it is safe to communicate. Once the affected person has confirmed it is safe to communicate, a provider MUST:

Advise an affected person if the provider has a specialised team for DFV support and ask if the affected person would like to be transferred to that team
Ask an affected person what their preferred communication method and time is and once there is an agreement, the provider must only communicate using that method
When transferring an affected person to another personnel, offer a ‘warm transfer’ in which the transferor explains the details of the affected person’s query to the transferee on behalf of the affected person
Have 2 communication channels to facilitate direct access to DFV support
Publish information to its website relating to DFV support and publish its DFV statement

A provider MUST NOT:

Require an affected person to disclose the circumstances of the abuse
Require an affected person to contact the perpetrator or perpetrator’s authorised representative

Telecommunications domestic, family and sexual violence protections

A guide for financial counsellors and community workers

This guide

This is a guide to the minimum legal protections for telco consumers who are, or may be, experiencing domestic, family and sexual violence. The legal protections are set out by the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 (the Standard). The Standard will commence in full on 1 January 2026.

This guide has been produced by ACCAN, the peak national consumer organisation advocating for trusted, accessible, inclusive, affordable and available communications and digital services.

Scope and eligibility

The Standard introduces mandatory rules for telecommunication providers to support consumers experiencing domestic, family, and sexual violence (DFV).

An individual, not-for-profit organisation or small business who identifies as someone who is, or may be, experiencing domestic and family violence is considered an ‘affected person’ and eligible for support under the Standard.This includes a former, prospective or current consumer and a consumer’s authorised representative.

A provider must recognise DFV as a reason for non-payment and that consumers affected by DFV may be entitled to financial hardship assistance under the Telecommunications (Financial Hardship) Standard 2024. The Financial Hardship Standard includes further protections against credit management and service limiting actions.

Mandatory protections

Communicating with an affected person

There are rules on how a telco must communicate with an affected person.

General support options

There are rules that require a telco to discuss support options with an affected person and provide a minimum level of support.

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