by the telecommunications industry is a symbolic effort but will not sufficiently protect telco consumers, according to the Australian Communications Consumer Action Network (ACCAN).
First introduced in April 2020, the telecommunications hardship principles for COVID-19 were co-designed by the Federal Government and the telecommunications industry to provide a consistent baseline across industry to help customers stay connected, including those who are experiencing hardship.
“While we’ve welcomed the telco industry’s vocal support for Australians experiencing hardship during the COVID crisis, the fact of the matter is that these principles don’t actually offer any additional support for consumers in need,” said ACCAN CEO Teresa Corbin. “They are simply re-emphasising their existing obligations under the TCP Code and Complaints Handling Standard.”