Recently, the Australian Communications and Media Authority (ACMA) requested comment on a Ministerial Instrument which will help telecommunications providers to properly authenticate their customers and protect consumers against fraudulent activity and misuse of their telco accounts.

In our submission to this consultation, ACCAN stated that whilst this instrument is appropriate in most cases, there is a significant risk that it will increase difficulties faced by some consumers experiencing vulnerability. In particular, the instrument may increase difficulties for people who rely on third parties such as financial counsellors, social workers, other professionals or friends and family members, to transact business on their behalf. Furthermore, authenticating identity is frequently difficult for people in rural and remote areas, people with disability or others who may have difficulty accessing traditional identity documents or information.

ACCAN argues in our submission that whilst it is necessary to protect consumers against loss of services or other fraudulent activity, identity authentication should be practical and accessible to everyone.

Download:  docxACMA Customer ID Verification Determination807.29 KB
Download:  pdfACMA Customer ID Verification Determination252.02 KB