Document ID: chunk:federal_register_of_legislation:F2023L01188:reg:7:p1
Version: federal_register_of_legislation:F2023L01188
Segment Type: reg
Provision Reference: reg 7 (pt 1/2)
Character Range: 2420–5844

7  Objectives and content of the standard
  Objectives of the standard
       (1)    The standard is to be drafted to give effect to the following objectives, as they relate to the telecommunications activities of carriage service providers:
         (a)    that carriage service providers promote their financial hardship policies and information about assistance for customers who are, or may be, experiencing financial hardship, and that the policies and information can be easily found and accessed by customers and potential customers;
         (b)    that carriage service providers identify customers who may be experiencing financial hardship early and assist those customers;
         (c)    that carriage service providers' eligibility criteria and assessment processes related to financial hardship assistance have appropriate regard to the essential nature of carriage services;
         (d)    that customers who are experiencing financial hardship receive adequate, appropriate and tailored assistance to manage their payment obligations, and associated debts, to their carriage service providers; and
         (e)    that any credit management action taken by carriage service providers in relation to customers who are experiencing financial hardship prioritise keeping those customers connected to appropriate services and only use disconnection as a measure of last resort.
    Content of the standard
       (2)    The standard may include rules on the following matters as they relate to the telecommunications activities of carriage service providers:
         (a)    requirements to establish written financial hardship policies which include processes for assisting customers who are, or may be, experiencing financial hardship and other requirements relating to financial hardship policies considered appropriate by the ACMA;
         (b)    requirements for carriage service providers to promote their financial hardship policies and to give, and make available, information and advice to customers and potential customers about financial hardship policies and assistance;
         (c)    requirements for the early identification of customers who may be experiencing financial hardship and ongoing evaluation of their circumstances;
         (d)    requirements for appropriate customer service for customers who are, or may be, experiencing financial hardship;
         (e)    requirements and processes for assessment and provision of financial hardship assistance to customers;
         (f)     requirements for training and conduct of staff in identifying and supporting customers who are, or may be, experiencing financial hardship;
         (g)    requirements for credit management action undertaken by, or on behalf of, the carriage service provider in relation to customers experiencing financial hardship, including requirements related to restriction, suspension or disconnection of those customers' services; and
         (h)    other matters that the ACMA considers necessary to meet the objectives set out at section 7(1).
       (3)    The standard may deal with arrangements for handling customer complaints relating to financial hardship matters and may confer functions and powers on the Telecommunications Industry Ombudsman.
              Note: The consent of the Telecommunications Industry Ombudsman is required to confer functions and powers on the Ombudsman: see section 114