This report is informed by a review of over 900 complaints to the Australian Telecommunications Industry Ombudsman about financial hardship received between 1 April 2024 and 30 March 2025. This period marks the first full year since the introduction of the Telecommunications (Financial Hardship) Industry Standard 2024 (the Standard). 

Telecommunications are deemed to be an essential service because they are vital to participation in everyday life. The Standard defines financial hardship as a situation where a consumer is unable to discharge their financial obligations owed under their contract or otherwise discharge their financial obligations, due to circumstances such as illness, unemployment, unexpected events or other reasonable causes.

Key findings

1. Telecommunications providers (telcos) have a responsibility to help their consumers stay connected to an essential service and manage their bills.
2. Telcos need to do more to comply with their financial hardship obligations.
3. Telcos are contributing to financial hardship.

Recommendations

• Telcos must understand, recognise and respond to financial hardship, and treat customers seeking help with empathy and respect.
• Telcos need to review their practices and processes to ensure that they are complying with their obligations to help consumers in financial hardship.
• Telcos should proactively identify and address the ways their actions may contribute to financial hardship.