Jodie Belyea (Dunkley, Australian Labor Party) Share this | Hansard source

Telecommunications is no longer a luxury or a nice-to-have; it's an essential national infrastructure—like electricity, water and banking—that underpins work, education, emergency information and participation in our economy. Because it is essential, the power imbalance matters. When a service is sold unfairly, when a bill is wrong, when a complaint goes nowhere or when people are not connected, people are put at a significant disadvantage. They can lose contact with family, miss work opportunities, fall behind in study or be cut off from essential services they depend on, like triple zero and other emergency services. That is why strong safeguards are not red tape; they are basic rules of a fair market. Australians should be able to trust that what they are sold is what they will receive, that hardship will be met with support and that there will be real consequences when providers breach their obligations.

In 2026 the simple act of making a call, paying a bill online, making a GP appointment or checking in on a loved one depends on one thing: reliable telecommunications. When that connection fails and when Australians are misled, overcharged or ignored by the very companies they rely on, the consequences are very real. People can—and unfortunately do—lose their lives. That is why I rise to speak today in strong support of the Telecommunications Amendment (Enhancing Consumer Safeguards) Bill 2025.

The bill delivers on the Albanese Labor government's commitment to keeping Australians connected, no matter where they live, by strengthening consumer protections and making sure the system Australians rely on every day is fair and accountable and built on trust. We need this legislation because too many Australians have been let down for far too long. In Dunkley, constituents have told me about the run-around when they try to fix billing errors, the stress of being chased over disputed debts and the difficulty of getting timely, fair outcomes when something goes wrong. Dare I mention the black spots that exist in the community? We have seen patterns of misleading sales practices, poor complaints handling, billing mistakes, aggressive debt collection, failures in hardship support and inadequate treatment of vulnerable customers. These are not isolated incidents. They are systemic issues that demand a stronger framework and stronger enforcement.

In my electorate of Dunkley, connectivity is not optional; it is essential. Families rely on it to stay in touch with loved ones, small businesses rely on it to trade, students from Monash University and Chisholm TAFE rely on it to learn, and older Australians rely on it to access vital services, including health care and government support. But, too often, people in our community face poor service, unexpected costs, or complaints processes that feel designed to wear them down. These are not minor inconveniences. They can cause serious financial pressure and significant stress. This legislation is about drawing a clear line. Telcos must do better. They must meet their obligations. Consumers must be protected from harm, and the regulator must have the tools to act quickly and effectively so that trust in this essential service is earned, not assumed.

The enhancing consumer safeguards bill was introduced in the 47th Parliament, in February 2025. It passed the House without amendment and was considered by the Senate Standing Committee for the Scrutiny of Bills, but it lapsed when the parliament was dissolved. Today we are taking the important step of progressing these reforms once again.

At the heart of this legislation is the strengthening of the compliance and enforcement powers of the Australian Communications and Media Authority, or ACMA. ACMA plays a critical role in overseeing the telecommunications sector, but for too long it has lacked the full suite of tools needed to respond to serious breaches and protect consumers effectively. This bill changes that.

One of the most significant reforms in this legislation is the increase in civil penalties that the Federal Court can issue for breaches of industry codes and industry standards. Currently, those penalties are capped at about $250,000. That is simply not commensurate with the scale of harm that can be caused, nor is it sufficient to deter large telecommunications providers from engaging in non-compliant behaviour. This bill increases those penalties by 40 times, bringing the maximum to nearly $10 million, or 30,000 penalty units at the time of drafting. Importantly, it also modernises the civil penalties framework. Under these reforms, the federal government will have the option to impose penalties that reflect the seriousness of the breach, including a fixed penalty of up to $10 million, three times the value of the benefit obtained from the misconduct, or 30 per cent of the company's turnover. This ensures that penalties are not just symbolic; they are meaningful, proportionate and capable of driving real behavioural change across the industry. It also brings the telecommunications sector into alignment with penalty frameworks in other sectors such as energy and banking, as well as under Australian Consumer Law.

Another critical reform in this bill is the establishment of a carriage service provider, or CSP, registration scheme. A CSP is, in simple terms, an entity that uses a carrier's network to provide telecommunications services such as a phone or internet service to the public. At present, there is no comprehensive register of CSPs operating in Australia. This lack of visibility means it's difficult for ACMA to effectively monitor the market, educate providers about their obligations and target compliance and enforcement activities. The establishment of a CSP register will address this gap. It will provide ACMA and other government agencies with greater insight into who is operating in the market, it will allow for more proactive engagement with providers and it will streamline complaint-handling and compliance processes. Most importantly, it will give ACMA the power to stop CSPs from operating where they pose an unacceptable risk to consumers or cause significant harm. This is a strong but necessary measure. It will act as a deterrent against serious noncompliance and help restore confidence among consumers that providers operating in the market meet appropriate standards. It is important to note that this power is expected to be used as a measure of last resort, with appropriate safeguards in place, including review mechanisms, avenues for reregistration and arrangements to ensure that consumers are not left without connectivity.

The bill also addresses a longstanding issue in the regulatory framework: the enforceability of telecommunications industry codes. Currently, compliance with industry codes is technically voluntary. In the first instance, if a breach occurs, ACMA can issue a direction to comply or a formal warning. Stronger enforcement action can only be taken if the provider fails to comply with that direction. This creates unnecessary delays and can allow harm to continue. This bill fixes that by making telecommunications industry codes directly enforceable by ACMA. This means that from the moment a breach occurs, ACMA will have the authority to take enforcement action without first having to issue a direction and wait for further noncompliance. This is a critical reform. It will incentivise industry compliance and enable the regulator to act swiftly to address consumer harm.

In addition, the bill expands and clarifies the authority of the Minister for Communications to increase the infringement notice penalties that ACMA can issue for breaches of industry codes, industry standards and service provider determinations. This ensures that infringement notices remain an effective and flexible enforcement tool capable of responding to evolving risks in the telecommunications sector.

These reforms are part of a broader commitment by the Albanese government to strengthen consumer protections and improve outcomes across the telecommunications sector. Since coming to office, the government has already delivered significant reforms. We have introduced a new industry standard requiring telecommunication companies to provide adequate support to consumers experiencing financial hardship, recognising that access to connectivity is critical, particularly during difficult times.

We have also introduced a new industry standard requiring telecommunications companies to support and assist consumers experiencing domestic, sexual and family violence—a very important initiative for women in my community. This standard came into force on 1 July 2025 and represents an important step in ensuring that the vulnerable Australians are treated with dignity and respect when they need it.

Earlier this year, amendments were made to the Competition and Consumer Act 2010 to introduce consistent obligations across the telecommunications, banking and digital platform sectors to prevent, detect and disrupt scams. These reforms reflect the government's recognition of the growing threat posed by scams and the need for a coordinated, cross-sector response.

The government is also investing in a more connected Australia, particularly in regional, rural and remote communities. This includes the $55 million round 8 of the Mobile Black Spot Program, which is currently under assessment. It includes a further $50 million for the Regional Roads Australia Mobile Program's coverage pilot programs, which will test innovative solutions to improve mobile coverage along regional highways and major roads. It also includes more than $115 million awarded under round 3 of the Regional Connectivity Program to support 74 projects that respond to local priorities and deliver economic and social benefits to communities.

While Dunkley is a metropolitan electorate, these investments matter to our community as well. Many of our local businesses rely on regional supply chains, and many families maintain strong connections with regional Australia. A stronger, more connected Australia benefits all of us. At its core, this bill is about ensuring that the telecommunications system Australians rely on is fit for purpose. It is about ensuring that the rules are clear, that they are enforceable and that there are real consequences when those rules are broken. It's about ensuring that consumers, whether they are in Dunkley or anywhere else in the community, can have confidence that they will be treated fairly and that their rights will be protected. And it's also about ensuring that our regulator, ACMA, is empowered to do its job effectively.

For the people of Dunkley, this means stronger protections, faster action when things go wrong and greater accountability from telecommunications providers. It means a system that works better for consumers, not just companies. Australians deserve a telecommunications system that reflects the essential role it plays in our daily lives. They deserve services they can rely on, providers they can trust and a regulator that can act when needed. This bill delivers on these expectations. I am proud to support the Telecommunications Amendment (Enhancing Consumer Safeguards) Bill 2025, and I commend it to the House.

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