With the rollout of the National Broadband Network underway, many consumers want to know what Australia’s future will be like with universal access to high-speed broadband. What sort of services and applications in the home will telecommunications providers be able to offer their customers? What sort of education and health services can be delivered? Do we have sufficiently strong consumer protections to deal with a rapidly changing market and the proliferation of social media and cloud computing? How can we make sure no Australian gets left behind?
The 2011 ACCAN National Conference features a wide variety of speakers from Government, industry, regulatory authorities and consumer groups, who will each present different – and sometimes opposing – ideas and perspectives. Far from being a conference for “tech heads”, this conference will offer an in-depth exploration of the bigger picture challenges, opportunities and possibilities presented by our broadband future.
Senator Stephen Conroy, Minister for Communications, Broadband and the Digital Economy will open the conference.
Professor Paul Harrison will be delivering the keynote address and presenting new research on consumer decision making in the telecommunications market.
Please see final program below.
Download: ACCAN 2011 National Conference Session Details [Word Document - 205 KB]
Full Session details and Presentations
Please note that Acrobat versions of the conference presentations as provided to ACCAN
can be downloaded by clicking on the Speakers name.
Day 1 – Wednesday 7th September, 2011
A Competitive and Fair Market
Chaired by Professor Michael Fraser, Chair, ACCAN Board
Senator the Hon Stephen Conroy, Minister for Broadband, Communications and the Digital Economy
National Broadband Network
Mike Quigley, Chief Executive Officer, NBN Co
Keynote address: Consumer Decision Making in the Telecommunications Market
Dr Paul Harrison, Deakin University
Broadband for All
This session focuses on ACCAN’s basic principles for our broadband future: that all Australians should have access to high-speed broadband at an affordable price. The session will look at how we can shrink the digital divide that currently separates metropolitan areas from regional, rural and remote areas, and what needs to be done to ensure no Australian is left behind in the transition to high-speed broadband.
Chaired by Sue Salthouse, ACCAN Board
Slides for Teresa Corbin, Chief Executive Officer, ACCAN
Speech for Teresa Corbin, Chief Executive Officer, ACCAN
The Hon Malcolm Turnbull MP, Shadow Minister for Communications and Broadband
Senator Scott Ludlum, Communications Spokesman, Australian Greens
Consumer Protection and Broadband
In this session we examine consumer protection and broadband. The ACCC will discuss measures to ensure that consumers are protected from false or misleading advertising about broadband speeds and costs. The ACMA will consider how critical information on broadband products should be disclosed to consumers. Communications Alliance will respond to calls for an improved Code and customer service performance. The TIO will discuss the role of external dispute resolution and the management of systemic issues related to broadband.
Chaired by Johanna Plante, Deputy Chair, ACCAN Board
Richard Bean, Deputy Chair, Australian Communications and Media Authority (ACMA)
Peter Kell, Deputy Chair, Australian Competition and Consumer Commission (ACCC)
John Stanton, Chief Executive Officer, Communications Alliance
Simon Cohen, Ombudsman, Telecommunications Industry Ombudsman (TIO)
High-speed Broadband Applications in the Home
This session provides a snapshot of some of the real-life applications of high-speed broadband and asks the question: will ubiquitous access to high-speed broadband change the lives of individuals and communities in a meaningful way? Experts in this session will talk about real-life applications of broadband in the areas of health, education, art and sustainability, and explore what the possibilities are for the future.
Facilitated by Ryan Sengara, Director of Research and Development, ACCAN
Melissa McCarthy, Head, Royal Institute of Deaf and Blind Children (RIDBD)
Rod Tucker, Director, Institute of a Broadband-Enabled Society (IBES).
Anna Wise, Senior Policy Manager, Consumers Health Forum of Australia
Dr Lisa Anderson, Visual Artist
Cloud Computing – What is it and what does it mean for consumers?
This workshop will discuss cloud computing, with an introduction to some of the key concepts. The speakers will consider the opportunities and challenges for consumers as more data, applications and services are stored remotely. The workshop will also consider the privacy and security risks that we may face in this new environment.
Facilitated by Keith Besgrove, First Assistant Secretary, Digital Economy Services, Department of Broadband, Communications and the Digital Economy (DBCDE)
Craig Baty, Chief Technology Officer, Fujitsu Australia
Iarla Flynn, Head of Public Policy and Government Affairs, Google Australia
Rob Forsyth, Managing Director Australia and New Zealand, Sophos
Day 2 – Thursday 8th September, 2011
Industry Panel – Customer Service and Broadband
In this Q & A-style panel session, ABC journalist Lexi Metherell will host a discussion about customer service and the broadband market. Senior representatives from leading service providers will give their views on current customer service challenges, and how their customer service will change as services delivered over broadband proliferate.
Facilitated by Lexi Metherell, Journalist, Australian Broadcasting Corporation (ABC)
Paul Fegan, Group Managing Director, Strategy & Corporate Services, Telstra
Maha Krishnapillai, Director of Government & Corporate Affairs, Optus
Cormac Hodgkinson, Director of Customer Service and Experience, Vodafone
Simon Hackett, Managing Director, Internode
Workshop 3 – Session A
It’s been three years since the Regional Telecommunications Independent Review Committee (RTIRC) delivered its first report. It flagged an outdated Universal Service Obligation, and inadequate availability, reliability and affordability of mobile and broadband services as major issues for people living in regional areas. Has anything changed? As we prepare for another review, hear perspectives from inside the Committee, from those working with farmers, small business and local government, and from researchers on broadband in remote Indigenous communities.
Facilitated by Elissa Freeman, Director of Policy and Campaigns, ACCAN
Rosemary Sinclair, Chair, Regional Telecommunications Independent Review Committee (RTIRC)
Dr Helen Thompson, Centre for eCommerce and Communications (CeCC), Ballarat University
Anthony Gibson, Communications Spokesman, NSW Farmers’ Association
Assoc. Professor Ellie Rennie, ARC Centre of Excellence for Creative Industries and Innovation, Swinburne University
Andrew Crouch, Centre for Appropriate Technology (CAT)
Workshop 4 – Session A
Regulation and policy for broadcasting is still based on older models of service that are losing relevance as more content is consumed in multiple ways and delivered over various broadband-enabled and mobile devices. The Convergence Review is beginning to tackle these questions. This session will consider some of the key challenges and possible pitfalls of the wide-ranging Convergence Review.
Facilitated by Deirdre O’Connor, Chair, Telephone Information Services Standards Council (TISSC)
Richard Windeyer, Convergence Review Committee, Department of Broadband, Communications and the Digital Economy (DBCDE)
Michael McMichael, Chief Executive Officer, National Indigenous Television (NITV)
Jonathan Gadir, Senior Policy Adviser, ACCAN
Workshop 5 – Session B:
Access to Telecommunications for People with Disability
The creation of a ubiquitous broadband network has the potential to provide full and equitable access to telecommunications for many Australian consumers with disability – consumers who have traditionally been excluded from the benefits of information and telecommunications technology. The Government’s recent review of access to telecommunication services by people with disability, older Australians and people experiencing illness has opened a dialogue that offers the possibility for real change. This session will explore some of the possibilities that our broadband future can provide to include Australian consumers living with disability in our digital economy in light of this review.
Facilitated by Graeme Innes, Commissioner, Australian Human Rights Commission (AHRC)
Rob Garrett, Novita (Newell Network)
Keith Besgrove, First Assistant Secretary, Digital Economy Services, DBCDE
Kris Newton, Chief Executive Officer, Deafness Forum
Wayne Hawkins, Disability Policy Adviser, ACCAN
Workshop 6 – Session B
Fair Calls for All
Fair Calls For All is ACCAN’s public campaign to fight for fair rates for mobile calls to 1800, 1300 and 13 numbers. This session will address the social impact of high charges to essential numbers, the business case for reform and next steps in the fight for change. Panellists will discuss the urgency of this issue in relation to the rapid move to ‘mobile only’ communication.
Facilitated by Cassandra Goldie, Chief Executive Officer, Australian Council of Social Services (ACOSS)
Erin Turner, Fair Calls for All Campaigner, ACCAN
Helen Campbell, Executive Officer, Women’s Legal Services NSW
Jacqui Johnson, Marketing Manager, Alltel
Joanne Willmot, Relationships Australia
Workshop 7 – Session C
The Future of Emergency Services
The way we make emergency calls is changing, with more emergency calls being made from mobile phones. High-speed broadband may also enable people to contact emergency services and receive emergency warnings in new ways. This session will explore possible futures for more accessible emergency calling services using SMS or smartphones.
Facilitated by Kyle Miers, Deaf Children Australia
Duncan McIntyre, Assistant Secretary, Consumer Policy & Post Branch, DBCDE
Tony Bennetts, Chief Information Officer, Australian Communication Exchange (ACE)
Martin Dawson, Business Unit Director, CommScope
Dani Fried, Disability Policy Adviser, ACCAN
Workshop 8 – Session C
Complaint Resolution Futures
The Australian Communications and Media Authority’s Reconnecting the Customer inquiry hasfound that improving complaints-handling is critical for the industry and consumers. This session looks at how to improve internal complaints-handling, implementation of an industry Standard, and addressing systemic complaints. Modernisation of the TIO governance structure will also be discussed.
Facilitated by Deirdre O’Donnell, NSW Information Commissioner, Information & Privacy Commission NSW
David Brockman, Manager Planning & Stakeholder Engagement, Telecommunications Industry Ombudsman (TIO)
David Havyatt, Havyatt Associates
Neil Harrison, Call Centre Manager, iiNet
Liz Snell, Senior Policy Adviser, ACCAN
Social Media – Voice of the People
Social media has the ability to connect consumers directly with service providers and with each other around consumer issues. Panellists will discuss how instant connection puts power in the hands of consumers, as they are able to expose issues, band together and support each other. This session will examine the use of social media by people with disability, and the potential of the medium for political and social change.
Facilitated by Elise Davidson, Media and Communications Manager, ACCAN
Adam Brimo, Founder Vodafail.com, Mijura Software
Alex Varley, Chief Executive, Media Access Australia
Lilian Spencer, Director, Make Believe