The telecommunications sector is finding it harder to protect vulnerable consumers as more people turn to platforms such as Facebook and Snapchat as their primary communication method, over traditional telephones.
The Telecommunications Forum recently updated its Vulnerable Telecommunications Consumers Code - which is a voluntary code operators sign up to.
It sets out the principles that Retail Service Providers and Network Operators should follow when providing assistance to vulnerable consumers, and seeks to ensure customers dependent on a communications method, due to reasons of health, safety or disability are supported.
But it doesn't mobile or platforms that aren't linked to a phone number, like Facebook messenger or Snapchat.
Paul Brislen is Telecommunications Forum chief executive.
Telcos have a code to protect vulnerable customers - but how is it working, with the rise of non-phone number linked apps? Photo: Unsplash/ Nathan Dumlao
