An Australian telco audit has cast 'serious doubts' over whether staff are sufficiently trained to assist vulnerable customers David Adams Australia's telecommunications watchdog has issued a new list of industry guidelines, designed to protect vulnerable customers when seeking new phone and internet plans. The guidelines come after an audit of nine Australian telcos, which raised "serious doubts" that staff training is up-to-date across the industry. "A generic approach seeking to ensure equivalent service to all consumers fails to grasp the specific needs of vulnerable consumers," the audit found. Visit Business Insider Australia’s homepage for more stories. Australia's telecommunications watchdog has launched a new draft list of expectations for the nation's phone and internet service providers, after an audit of nine leading telcos raised "serious doubts" that sales staff are equipped to responsibly offer products to vulnerable consumers.