The ACMA - expectations for telcos dealing with vulnerable consumers Thursday, 15 July 2021 08:41 The ACMA - expectations for telcos dealing with vulnerable consumers Shares The Australian Communications and Media Authority (ACMA) is looking to improve the way the telco sector supports consumers in vulnerable circumstances, with a proposed Statement of Expectations for the industry released for consultation today. ACMA chair Nerida O’Loughlin (pictured) said its Statement of Expectations covers key aspects of customer interactions, from selling practices and customer service, to the provision of financial hardship support. “Anyone can experience vulnerable circumstances at some stage of their life, as we saw at the start of last year during the bushfires and more recently during COVID lockdowns. It’s important telcos take extra care when dealing with these customers,” O’Loughlin said.