Telcos warned about disability information failures

The Australian Communications Media Authority (ACMA) has formally warned Telstra, Optus and Vodafone for failing to provide information about products and services that may suit the needs of consumers with a disability. Telcos are required to provide this information under telecommunications consumer protection rules. 

‘Telecommunications services play a vital role in the lives of all Australians. It is critical that consumers with a disability are able to find out about services and products that may suit their particular needs when making enquiries with their telco,’ said ACMA Chair Nerida O’Loughlin.

An ACMA investigation found there were significant gaps in knowledge and awareness of disability products among consumer-facing sales staff of these telcos.

Under the Telecommunications Consumer Protections Code, telcos are required to provide information about the disability products and services they offer to those consumers who have identified such a need.

The ACMA initiated the investigation following research by the Australian Communications Consumer Action Network that suggested poor practice by telcos in providing information to people with disabilities.

‘The ACMA and Australian Communications Action Network work together on important consumer issues and I thank them for undertaking this research,’ said Ms O’Loughlin.

Following the ACMA’s formal warning, Telstra, Optus and Vodafone indicated they will ensure their staff are equipped with the right information about products and services for people with a disability. For more information about telco services suitable for people with disabilities, visit the Accessible Telecoms website.

Telstra, Optus and Vodafone also have information to assist consumers on their websites including how to contact them for further information about their products and services which may assist.

For more information, please contact ACMA Media on 0438 375 776 or