Main content

Alert message

Link to Consumer Top Tips information pack

Top Tips for Phones and Internet

Access our Consumer Information pack of top tips. The pack consists of five brochures and bookmarks that cover common consumer issues

TELL ME MORE >

Link to Consumer Tipsheet: Use less data on your mobile phone

How to use less data on your smartphone

Don't let your smartphone chew through your data allowance, see how smart consumers save!

TELL ME MORE >

Link to Consumer Tipsheet: Travelling overseas with a mobile phone

Travelling overseas with a mobile phone

Consider your options when travelling overseas with your mobile phone.

TELL ME MORE >

Link to consumer tip sheet: How to make a complaint that gets heard

How to make a complaint that gets heard.

If you have a problem with your phone or internet provider, you have a right to complain. Making a successful complaint is pretty straightforward.

TELL ME MORE >

Connect with ACCAN Social Media and e-newsletter

Connect with ACCAN social media and e-newsletter

We need your expertise. Become a Member & add your voice Join our facebook communityFollow our real-time conversations on Twitter

Send me news about...

Receive

Consumers being protected

ACCAN's policy position on a customer service and reliability standard

Access to reliable communication services is vital for Australian consumers and is essential for social and economic participation.

The 2015 Regional Telecommunications Independent Review Committee (RTIRC) found that existing safeguards (e.g. Customer Service Guarantee (CSG)) focused on delivery of the Standard Telephone Service (STS) were of "rapidly declining relevance."

This is due to the shifting consumer preference toward mobile and internet based communication. The Committee recommended the Australian Government, in consultation with industry and consumer groups, develop a new safeguard in the form of a Consumer Communications Standard.

This policy position addresses consumer concerns about existing customer service and reliability measures, and proposes a new model for the future. It is a step towards a new Consumer Communications Standard.

 

This policy position identifies key requirements needed to support the delivery of reliable voice and broadband services for the future. These requirements consist of:

  • Wholesale service obligations setting timeframes for connections, fault repairs, and network reliability benchmarks

  • Arrangements to deal with the tension between wholesale and retail end user obligations

  • Incentives to comply in the form of end user compensation, penalties and wholesale pricing considerations

  • Independent and easy to understand comparative information about retail broadband performance to inform consumer choice in a competitive market

Download: docxACCAN policy position on a customer service and reliability standard.docx37.5 KB

Download: pdfACCAN policy position on a customer service and reliability standard.pdf773.55 KB