Difficulties recognising consumers impacted by family violence, and a better understanding of what a consumer needs to feel safe, are some of the challenges facing telcos when resolving phone and Internet problems, according to a report by the Telecommunications Industry Ombudsman.
An SMS chatbot — Hello Cass — aimed at providing helpful, anonymous information about family and sexual violence is now available in Victoria, with a national release in the pipeline.
The Communications Alliance has published a guideline to help telecommunications providers assist customers who are affected by domestic and family violence.
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