With new arrangements in place from now onwards, phone companies will be able 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 power will kick in if an initial warning is not heeded.
The Australian Communications and Media Authority has registered a new version of the Communications Alliance Handling of Life Threatening and Unwelcome Communications Code (the code). A review of the code identified a need for specific rules for phone companies to follow when dealing with unwelcome calls made to helplines.
‘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,’ he added. ‘The tougher regime introduced by the code sends a strong message that unwelcome calls to helplines will not be tolerated.
‘I thank 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,’ Richard Bean said.
Lifeline Australia CEO Pete Shmigel welcomed the new version of the code, saying the national charity’s highest priority was supporting its volunteer workforce of more than 4,000 Crisis Supporters.
‘Our highly skilled and compassionate volunteers are on the frontline of Australia’s suicide emergency,’ Mr 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.’
The Australian Communications and Media Authority has registered a new version of the Communications Alliance Handling of Life Threatening and Unwelcome Communications Code (the code). A review of the code identified a need for specific rules for phone companies to follow when dealing with unwelcome calls made to helplines.
‘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,’ he added. ‘The tougher regime introduced by the code sends a strong message that unwelcome calls to helplines will not be tolerated.
‘I thank 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,’ Richard Bean said.
Lifeline Australia CEO Pete Shmigel welcomed the new version of the code, saying the national charity’s highest priority was supporting its volunteer workforce of more than 4,000 Crisis Supporters.
‘Our highly skilled and compassionate volunteers are on the frontline of Australia’s suicide emergency,’ Mr 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.’
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