New rules have been introduced to allow telcos to suspend services to people who repeatedly make unwelcome calls — whether they are offensive, harassing or simply a nuisance — to helplines such as Lifeline.
The new rules will be enforced by phone companies only if an initial warning is not heeded.
The new arrangements, which came into effect on Wednesday, have been introduced by the Australian Communications and Media Authority.
A new version of the Communications Alliance Handling of Life Threatening and Unwelcome Communications Code (the code) has been registered by the ACMA after a review of the code identified a need for specific rules for phone companies to follow when dealing with unwelcome calls made to helplines.
{loadposition peter}The code was developed by Communications Alliance and its members, in close collaboration with consumer representatives and Lifeline Australia, which represented the interests of Australian Helpline groups.
Communications Alliance says thousands of calls made each year to helplines, often handled by volunteers, are identified as being "unwelcome' calls", including nuisance calls and those that are harassing, menacing or threatening.
CA CEO John Stanton says the new rules and procedures will assist in identifying the worst of these offenders and free up valuable resources to ensure Helplines like Lifeline Australia can take more calls from people experiencing challenges such as relationship breakdown, employment issues, mental illness and profound loneliness. The Code allows service providers to suspend services to repeat offenders who ignore a warning to stop making unwanted calls.
Stanton acknowledged the time and effort given by all members of the working committee.
“Lifeline and other Helpline operators offer a vital service to many thousands of Australians in distress and in vulnerable situations. These organisations often operate on limited resources and with the help of generous volunteers.
“It is crucial that their operations – which can mean the difference between life and death, despair and hope - are not hampered by irresponsible or malicious individuals.”
“Helplines provide the community with crucial support in times of distress,” said acting ACMA chairman, Richard Bean.
The revised code recognises that services provided to the community by helplines are often time-critical and unwelcome calls can delay their ability to respond to genuine callers.
‘These calls can also affect the call-takers, who are often volunteers. The tougher regime introduced by the code sends a strong message that unwelcome calls to helplines will not be tolerated.”
Bean thanked phone companies for working with Lifeline Australia and law enforcement agencies in developing the new arrangements, and “for their commitment to reduce unwelcome communications carried on their networks”.
Lifeline Australia chief executive Pete Shmigel welcomed the new version of the code, saying the national charity’s highest priority was supporting its volunteer workforce of more than 4000 crisis supporters.
“Our highly skilled and compassionate volunteers are on the frontline of Australia’s suicide emergency,’ Shmigel said.
“The new code will allow them to do more of what they do best – providing caring and non-judgemental support to Australians in crisis and sparing countless individuals, families and whole communities the profound heartache of losing someone to suicide.”
For 24/7 crisis support and suicide prevention services, contact Lifeline on 13 11 14 or visit the lifeline website.
Two industry Guidance Notes were developed in parallel with the revised Code - a Consumer Process Guidance Note to assist consumers and a Helpline Threshold Guidance for Helplines and Industry.