Ms BYRNES (Cunningham) (13:24): Now more than ever, people are becoming more reliant on their mobile devices. We use all of our mobile devices for more than just calls and messages. In the palms of our hands, we can pay for goods and services, transfer funds, send work e-mails, manage social media, access real-time news and even, for the more tech savvy among us, control our home appliances and cars. We have come a long way with these compact and incredibly useful devices that connect us not just to each other but to an online world of services and information. Many people and businesses around Australia are highly dependent on their telecommunications providers to stay connected to their loved ones, to their communities and to their clients. We want to ensure that all Australians have access to reliable, high-quality and affordable telecommunications services, supported by a strong regulatory and consumer safeguards framework.
As mobile technology becomes further integrated into our daily lives, any disruption to service can be frustrating and inconvenient, but in some cases it can result in a loss of business or not being able to provide essential community services or reach out to loved ones in need. We have seen regular high-profile incidents in the telco sector, including significant service outages like the 2023 Optus outage, which impacted the nationwide network, and claims of irresponsible selling practices. This only highlights the need to address these issues within the telecommunications industry and prevent this happening in the future.
The Minister for Communications has worked hard to ensure that all Australians, regardless of the circumstance, are able to receive reliable telco services. This includes the development and implementation of the Telecommunications Financial Hardship Industry Standard, which came into effect on 29 March 2024. This standard makes it mandatory for telco providers to better support customers who are struggling to pay their phone and internet bills. This also means that telco providers have to do all that they can to keep customers connected if they are experiencing financial hardship, with disconnection as the last resort.
On 8 October 2024, the minister directed ACMA to develop a new industry standard to ensure telcos better support customers experiencing domestic, family and sexual violence. Telecommunications services play a crucial role in providing a safe, secure and reliable means for victims-survivors to navigate their way out of violent situations. These services are essential for maintaining connections with supportive figures such as family members, friends and vital social networks. These are often a lifeline for victims-survivors, providing emotional support, encouragement and practical help during times of crisis. For many, the ability to communicate safely with people that they trust can make a significant difference in their ability to leave an abusive environment and begin the healing process. These services must ensure confidentiality and accessibility, enabling individuals to discreetly access vital information and resources without fear of interception or retaliation.
The Albanese Labor government understands how important telecommunications services are to all Australians, especially to the many who provide services to the community, to businesses, to those in rural and remote communities and to the most vulnerable in our society. Our government is committed to putting customers at the centre of the telecommunications industry.
The Telecommunications Amendment (Enhancing Consumer Safeguards) Bill 2025 is a significant step towards achieving this commitment. The bill aims to amend the Telecommunications Act 1997 to establish a carrier service provider registration scheme, make industry codes directly enforceable by ACMA and amend existing arrangements relating to the application of penalty amounts for infringement notices and civil penalties. These amendments are designed to enhance consumer protections and ensure that telecommunications providers are held to the highest standards of service and accountability. The minister has reviewed the telecommunications consumer protection framework and has consulted with many stakeholders to make these changes.
The establishment of a carriage service provider registration scheme will create a more transparent and more accountable framework for telecommunications providers. This scheme will require providers to register with ACMA, ensuring that only those who meet specific criteria can offer services to Australian consumers. This will help to weed out the dodgy operators that pose significant risks or have caused consumer harm by continuing their questionable operations and ensure that Australian consumers are dealing with reputable providers.
