{"id":"F2024L01629","name":"Telecommunications (Domestic, Family and Sexual Violence Consumer Protections Industry Standard) Direction 2024","slug":"telecommunications-domestic-family-and-sexual-violence-consumer-protections-industry-standard-direct","collection":"legislative_instrument","jurisdiction":"commonwealth","status":"in_force","isInForce":true,"actNumber":null,"makingDate":null,"administeringDepartment":null,"currentVersion":{"id":442660,"registerId":"F2024L01629-fast-fetch-1775957620885","compilationNumber":null,"startDate":"2026-04-12","status":"InForce","reasons":null,"registeredAt":null},"sections":[{"sectionNumber":"1","sectionType":"section","heading":"Telecommunications (Domestic, Family and Sexual Violence Consumer Protections Industry Standard) Direction 2024","content":"---\nmeta-content-style-type: text/css\nmeta-content-type: application/xhtml+xml; charset=utf-8\n---\n\n?xml version=\"1.0\" encoding=\"utf-8\" standalone=\"no\"?>\n\n![Commonwealth Coat of Arms of Australia](image.001.jpeg)   \n\n \n\nTelecommunications (Domestic, Family and Sexual Violence Consumer Protections Industry Standard) Direction 2024\n\nI, Michelle Rowland, Minister for Communications, make the following direction.\n\nDated  3 December 2024  \n\nMichelle Rowland\n\nMinister for Communications\n\n \n\n \n\n \n\nContents\n\n1  Name\n\n2  Commencement\n\n3  Authority\n\n4  Definitions\n\n5  Direction to the ACMA\n\n6  Application of the standard\n\n7  Objectives of the standard\n\n \n\n \n\n1  Name\n\n  This instrument is the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections Industry Standard) Direction 2024.\n\n2  Commencement\n\n  This instrument commences the day after this instrument is registered.\n\n3  Authority\n\n  This instrument is made under subsection 125AA(4) of the Telecommunications Act 1997.\n\n4  Definitions\n\nNote: A number of expressions used in this instrument are defined in section 7 of the Act, including the following:\n\n(a) ACMA;\n\n(b) carriage service;\n\n(c) carriage service provider;\n\n(d) carrier;\n\n(e) Telecommunications Industry Ombudsman.\n\n  In this instrument:\n\nAct means the Telecommunications Act 1997.\n\n5  Direction to the ACMA\n\n1.     I direct the ACMA to determine a standard under subsection 125AA(1) of the Act that gives effect to the objectives set out in section 7 of this instrument.\n2.     The standard is to:\n\n\n1.     be determined no later than six months after the commencement of this instrument; and\n2.     commence in full at the earliest practicable opportunity.\n\n\n1.     I direct that the ACMA may vary the standard as it considers necessary from time to time, provided that the standard as varied complies with this instrument.\n\n\n6  Application of the standard\n\n1.     The standard is to apply, as relevant, to:\n\n\n1.     carriage service providers in their dealings with relevant consumers; and\n2.     carriers in their supply of carriage services to carriage service providers.\n\n\n1.     The standard may:\n\n\n1.     deal with matters differently for different classes of carriers or carriage service providers; or\n2.     exempt certain classes of carriers or carriage service providers from particular provisions of the standard; or\n3.     deal with matters differently for different classes of consumers.\n\n\n7  Objectives of the standard\n\n1.     The standard is to be drafted to give effect to the following objectives, as they relate to the telecommunications activities of carriage service providers:\n\n\n1.     that the safety of relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence, is prioritised;\n2.     that carriage service providers take a tailored and appropriate approach to ensure and maintain the privacy of personal information and the security of accounts of relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence;\n3.     that staff of carriage service providers are appropriately trained to:\n  1.             identify and support relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence; and\n  2.             consider the specific needs of consumers belonging to groups who are, or may be, disproportionately affected by domestic and family violence, and where relevant, sexual violence;\n4.     that staff of carriage service providers are appropriately supported in connection with their work relating to domestic and family violence, and where relevant, sexual violence;\n5.     that carriage service providers offer prompt, sufficient and appropriate assistance that is tailored to the individual needs and preferences of relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence, including to:\n  1.             stay safe; and\n  2.             stay connected to or be reconnected to appropriate services being provided by the carriage service provider; and\n  3.             minimise the ongoing impact of domestic and family violence and sexual violence;\n6.   that carriage service providers have policies, systems and processes in place that:\n  1.             meet minimum requirements, as provided in the standard; and\n  2.             are trauma-informed; and\n  3.             safely and appropriately support relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence; and\n  4.             are tailored for consumers belonging to groups who are, or may be, disproportionately affected by domestic and family violence, and where relevant, sexual violence; and\n  5.             are regularly reviewed and updated, as appropriate;\n7.     that carriage service providers comply with the policies and processes referenced in paragraph (f);\n8.     that carriage service providers review their existing and proposed systems, processes and products to identify risks they may pose to relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence, and take action to reduce those risks;\n9.   that carriage service providers promote information about where relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence, can seek assistance;\n10.   where appropriate, that carriage service providers undertake relevant consultation and collaboration with relevant groups and organisations in the implementation of obligations in the standard, such as:\n  1.             domestic and family violence support services and organisations, and where relevant, sexual violence support services and organisations; and\n  2.             those with lived experience of domestic and family violence, and where relevant, sexual violence; and\n  3.             groups who are, or may be, disproportionately affected by domestic and family violence, and where relevant, sexual violence; and\n  4.             other sectors with experience in implementing responses to domestic and family violence, and where relevant, sexual violence; and\n  5.             other carriage service providers;\n11.     that carriage service providers keep and maintain relevant records to demonstrate compliance with the requirements of the standard; and\n12.   if appropriate, that carriage service providers implement policies and processes relating to their engagement with alleged perpetrators of domestic and family violence, and where relevant, sexual violence.\n\n\n1.     The standard is to be drafted to give effect to the objective, as it relates to the telecommunications activities of carriers and carriage service providers, that carriers and carriage service providers take action to limit or prevent the disclosure of information on customer invoices, bills and other customer facing materials which may contribute to safety risks to relevant consumers who are, or may be, affected by domestic and family violence, and where relevant, sexual violence.\n2.     The standard may deal with arrangements for handling consumer complaints relating to domestic, family and sexual violence matters and may confer functions and powers on the Telecommunications Industry Ombudsman.\n3.     In determining the standard, the ACMA may define any terms that it considers appropriate or necessary, including terms used in this instrument but not defined in section 4.\n","sortOrder":0}],"analysis":{"flash_summary_failed":{"failed":true,"reason":"A positive credit balance is required for all requests, including BYOK, so fallback providers remain available. Add credits at https://vercel.com/d?to=%2F%5Bteam%5D%2F%7E%2Fai%3Fmodal%3Dtop-up to continue.","source":"analysis-cron"},"kimi_summary":{"content_quality":"ok","complexity_score":3,"scope_assessment":{"changed":false,"description":"This is a new instrument with no prior version to compare against. The scope aligns precisely with its stated purpose: directing the ACMA to create consumer protections for domestic, family and sexual violence in telecommunications. The detailed objectives in section 7 reflect the intended breadth of the scheme rather than scope creep."},"complexity_factors":["Short instrument (7 sections, approximately 2 pages)","Only 1 defined term ('Act') in section 4; relies on existing definitions in the Telecommunications Act 1997","No nested conditional logic or exceptions within exceptions","Simple directive structure: Minister directs ACMA to make standard with specified objectives","Cross-references limited to the enabling Act (Telecommunications Act 1997, section 125AA) and standard statutory definitions","Objectives in section 7 are detailed but presented as a clear numbered list without complex interdependencies","Contains discretionary language ('may') for exemptions and variations, but this is standard for subordinate legislation and not convoluted"],"plain_english_summary":"The Minister has directed the ACMA to write a legally binding industry standard, to be finalised within six months, requiring phone and internet providers and carriers to protect customers experiencing domestic, family or sexual violence. The rules must prioritise safety and privacy, use trauma‑informed practices, train and support staff, limit harmful billing/location data, consult survivors and specialist services, keep compliance records, and strengthen complaints handling. It turns telco best practice into enforceable obligations to reduce technology‑enabled abuse."},"flash_summary":{"complexity_score":6,"scope_assessment":{"changed":false,"description":"The instrument does not broaden who is covered beyond carriers and carriage service providers; it delegates the substance of protections to ACMA to give effect to the stated objectives (s5, s6, s7). It permits ACMA to tailor obligations, exempt classes, and define terms, so the practical scope will depend on the standard ACMA adopts, but the Direction itself leaves the primary coverage unchanged."},"complexity_factors":["Delegation of detailed rulemaking and ongoing variation to ACMA (s5) — substantive obligations are not in the instrument but will be defined by the regulator.","Broad, principle‑based objectives (s7) requiring translation into operational requirements (policies, training, trauma‑informed practice).","Permitted differentiation and exemptions for classes of carriers/CSPs and consumers (s6.3) — creates classification and tailoring complexity for compliance.","Mandated timelines (determine standard within six months; commence at earliest practicable opportunity) (s5.2) — compressed rulemaking and implementation scheduling.","Record‑keeping and demonstrable compliance requirements (s7.11) — creates administrative and audit burden for providers.","Possible conferral of functions/powers on the Telecommunications Industry Ombudsman for complaints handling (s7.2) — introduces inter‑agency enforcement pathways.","Open authority to define undefined or instrument‑used terms when drafting the standard (s7.3) — legal uncertainty until ACMA definitions issued.","Requirements to consult and tailor responses for disproportionately affected groups and to review systems/products for risk (s7.6, s7.8, s7.10) — increases stakeholder engagement and product‑risk assessment costs.","Operational impacts on invoice/billing practices to limit disclosure of information that could create safety risks (s7.1 second paragraph) — affects billing systems and invoicing templates."],"plain_english_summary":"This direction requires the ACMA to make an industry standard within six months that makes carriers and carriage service providers prioritise safety and privacy for consumers affected by domestic, family and sexual violence. Carriers and providers will face obligations to adopt trauma‑informed policies, staff training, record‑keeping and limits on invoice disclosures; ACMA sets the detailed rules and may vary them, and the Telecommunications Industry Ombudsman can be given complaint‑handling functions."}},"importantCases":[],"_links":{"self":"/api/acts/telecommunications-domestic-family-and-sexual-violence-consumer-protections-industry-standard-direct","history":"/api/acts/telecommunications-domestic-family-and-sexual-violence-consumer-protections-industry-standard-direct/history","analysis":"/api/acts/telecommunications-domestic-family-and-sexual-violence-consumer-protections-industry-standard-direct/analysis","conflicts":"/api/acts/telecommunications-domestic-family-and-sexual-violence-consumer-protections-industry-standard-direct/conflicts","importantCases":"/api/acts/telecommunications-domestic-family-and-sexual-violence-consumer-protections-industry-standard-direct/important-cases","documents":"/api/acts/telecommunications-domestic-family-and-sexual-violence-consumer-protections-industry-standard-direct/documents"}}