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Tip sheets

Download: My home broadband is slow or unreliable57 KB

Download: My home broadband is slow or unreliable301.81 KB

Many factors can affect the quality of your broadband connection. This can include the quality of the wiring to your home or your equipment inside the home. Read ACCAN’s tip sheet for more information on this.

If you cannot use the internet in the way you need to due to poor speeds or connection problems, you should:

1. Do an online speed test to compare your home internet speed to your retail service provider’s (RSP) advertised speeds. Keep records of the speeds you get and how many drop outs occur if your service is unreliable.
   
   
2. Contact your RSP and clearly state that you want to make a complaint about slow speeds or an unreliable service.

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Tip sheets

Wondering how to make Facebook work with your screenreader, or whether LinkedIn is accessible? These tip sheets from Media Access Australia, available in print or audio formats, are full of tips and tricks for getting around the accessibility challenges of popular social media platforms. See below to access easy-to-understand information about how to use Facebook, LinkedIn, Twitter, Skype and YouTube, or to learn more about blogging.

Read more: Sociability: social media for people with a disability

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Tip sheets

What are captions?

Captions provide the dialogue and important background sounds in onscreen text for television viewers who are Deaf, hard of hearing or people watching television in noisy places, like the gym. Captions are displayed in text, usually at the bottom of the screen.

When are captions supposed to be provided on television?

All Australian free-to-air broadcasters must provide closed captions on programs shown between 6:00am and midnight on their primary channel (for example: Nine, Seven, Ten, ABC1 and SBS1). News and current affairs programs must have captions at all times.

Read more: Your rights: captions on television

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Tip sheets

Download: Introduction to Social Media62 KB

Download: Introduction to Social Media326.36 KB

What is social media?

Social networking on social media websites involves the use of the internet to connect users with their friends, family and acquaintances. Social media websites are not necessarily about meeting new people online, although this does happen. Instead, they are primarily about connecting with friends, family and acquaintances you already have. The most well-known social media platforms are Facebook, Twitter, Instagram and LinkedIn. These websites allow you to share photos, videos and information, organise events, chat, and play online games.

Read more: Introduction to Social Media

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Tip sheets

Download: Poor mobile reception: what can you do?58 KB

Download: Poor mobile reception: what can you do?413.37 KB

From time to time most of us will have a call drop out, delayed texts or slow internet on our mobile phone. But, if you regularly have mobile reception problems, then you are not getting the service you are paying for.

Read more: Poor mobile reception: what can you do?

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Tip sheets

Download: Universal Service Obligation (USO) tip sheet23.95 KB

Download: Universal Service Obligation (USO) tip sheet2.63 MB

What is the telco Universal Service Obligation (USO)?

It means that you have the right to a standard fixed landline phone service provided by Telstra, regardless of where you live or work.

Read more: Universal Service Obligation (USO)

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Hardship Tipsheets

Download: Avoiding big charges for 13 number calls48.74 KB

Download: Avoiding big charges for 13 number calls334.99 KB

Some long expiry pre-paid and pay as you go mobile plans charge for 13 number calls by the minute. These plans may not be good value if you often call 13 numbers and you may find your credit gets used up quickly.

Here are some plans that charge for 13 number calls by duration (note: there may be other plans on the market that charge for these calls as well):

Read more: Avoiding big charges for 13 number calls

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Hardship Tipsheets

Some phone numbers and text services cost you more than you expect. Always check what numbers are included, and which ones you pay extra for.

• Premium SMS (e.g. a ringtone or weekly horoscope)
  
  
• Expensive numbers (e.g. directory services from your mobile or 1900 lines)
  
  
• Purchases from inside Apps
  
  
• Credit Transfers between friends
  
  
• Data usage (using the internet)
  
  
• "Free" Apps that have lots of advertising
  
  

More information on these services can be found on the LawStuff website.

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Hardship Tipsheets

The three biggest telcos have spend and usage tools to help you know how much of the different types of services you are using.

Read more: What spend and usage tools are available?

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Hardship Tipsheets

Some providers have special deals available for people in special circumstances. Here are the ones we've heard of.

Telstra

InContact

InContact is a free limited service that offers incoming calls but restricts outgoing calls. Telstra customer service, service difficulties and fault numbers can be called.

PhoneAway Card

Telstra's prepaid calling card allows guests to make calls on a pre-paid basis, with the flexibility of being able to use the card from almost anywhere.

Sponsored Access Program

This aims to provide a phone service for people who seek shelter within emergency accommodation (one service only per property).

Telstra Bill Assistance Program

The program is designed to assist specific householders in maintaining access to a telephone service when difficulties arise.

CentrePay

CentrePay is a direct deduction facility offered by Centrelink to customers, who may choose to pay some household bills and other essential services.

Home Phone Budget

Home Phone Budget offers has a line rental plan that provides a relatively lower line rental price than standard services with higher call prices. It is designed for Telstra residential customers with just one fixed line service who make very few calls.

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Hardship Tipsheets

Download: How to use less data on your smartphone60.5 KB

Download: How to use less data on your smartphone124.99 KB

Smartphones can chew through your data allowance without you realising it. This can be because data-hungry apps are left open or simply due to default settings on your phone.

It can be very expensive if you go over your monthly data allowance. Our blog post on excess mobile data charges outlines what some of the telcos charge for going over your mobile data allowance.

Read more: How to use less data on your smartphone

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Hardship Tipsheets

Download: Hidden costs in free apps  57.5 KB 

Download: Hidden costs in free apps  334.2 KB 

While some games or apps cost nothing to download on our smartphones or tablets, they often contain extra elements you can purchase within the game, known as “in-app purchases.” It is easy to make in-app purchases with many parents reporting that their children are buying things within games, not realising that they cost their parents real money through their iTunes, Google Play or Amazon account.

Read more: Hidden costs in free apps