A working group including telecommunications industry and financial counselling representatives and the Telecommunications Industry Ombudsman has released a new guide 'Responding to Customers in Financial Hardship: Principles and Practices for Telecommunications Service Providers'. The guide provides principles and practices that telecommunications and internet service providers and consumer representatives may use when dealing with customers in financial hardship. The Guide is intended to build on rules already contained in the Telecommunications Consumer Protection Code 2012.

The media release can be found here and the guide here.