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The summary below outlines ACCAN's activities from 1 June – 31 August 2018.



Web Address

Australian Communications and Media Authority

Telecommunications Regulator

Australian Communications Consumer Action Network

Peak telecommunications consumer organisation

Australian Federation of Disability Organisations

Australian peak organisation representing the disability sector

Australian Human Rights Commission

Australian Government funded organisation representing and protecting Human Rights

Brain Injury Australia

Peak organisation representing Australians with acquired brain injury

Carers Australia

Peak organisation for carers


Australian Federal Government social security agency

Communications Alliance Ltd

Communications ALLIANCE is the primary telecommunications industry organisation in Australia

COTA (Council on the Ageing National Office)

Represents interests of older australians

Department of Communications

Australian Federal Government department of Communications

National Disability Insurance Agency

Implementing Australian Government’s National Disability Insurance Scheme

Department of Social Services

Australian Federal Government Department of Social Services

Independent Living Centres Australia (inc)

Provides independent information about assistive technology products through State and Territory offices


Australian Federal Government workplace modifications program for people with disability

Media Access Australia

Australia's only independent not-for-profit organisation devoted to increasing access to media for people with a disability.

Global Accessibility Reporting Initiative

Global Accessibility Reporting Initiative (GARI) informs consumers about the various accessibility features of mobile phones

National Council on Intellectual Disability

Peak organisation representing interests of people with intellectual disabilities

National Disability Services

peak body for non-government disability service organisations

National Ethnic Disability Alliance

Peak organisation representing people from non- English speaking backgrounds with disability

NRS (National Relay Service)

Australian Government relay service providing telecummunications service for Deaf, hearing impaired or speech impaired consumers

Physical Disability Australia

Peak organisation representing interests of people with a physical disability

TIO (Telecommunications Industry Ombudsman)

fast, free and fair dispute resolution service for small business and residential customers who have a complaint about their telephone or internet service

Women with Disabilities Australia

Peak organisation representing interests of Australian women with disability

2018-19 Annual Report

ACCAN AnnualReport 2018-19 coverACCAN’s achievements are many, but best demonstrated by the outcomes for consumers outlined in the pages ahead. The Government’s implementation of new Industry Standards and its Consumer Safeguards Review were important initiatives this year that kept the focus on consumer concerns. Our contribution to these and other policy debates was extensive through submissions and position statements.

Another area of much activity hasbeen regional communications with the conclusion of the Regional Telecommunications Independent Review Committee. While there is still much to be done, there were wins in the Government’s response to this Committee’s report. We are very grateful to all the members of the Rural Regional and Remote Communications Coalition with whom we are working to ensure the voices of non-metropolitan consumers are heard.

Download:  pdfACCAN Annual Report 2018-191.51 MB (note: reading order not accessible)
Download:  docxACCAN Annual Report 2018-19 - Accessible version 70.95 KB 
Download:  pdfACCAN Financial Report 2018-2019547.25 KB

2017-18 Annual Report

ACCAN Annual Report 2017-18 Report cover2017/18 has been an unprecedented time as Australians transition to the NBN network. With our increasing dependency on connectivity, there is greater demand than ever for good reliable communications services. It has also been a standout year for the team at ACCAN, who have once again ensured the voice of consumers and small businesses is heard with a record number of submissions completed.

When we consider the list of outcomes and wins for consumers over the past year, it’s hard to identify the greatest achievement. However, receiving the news of our successful bid for a grant from the NDIA National Readiness Scheme - Information, Linkage and Capacity program to establish and run a nationwide telecommunications information and referral service was surely a standout moment for ACCAN.

Download:  pdfACCAN Annual Report 2017-183.23 MB (note: reading order not accessible)
Download: docxACCAN Annual Report 2017-18 - Accessible version56.92 KB
Download:  pdfACCAN Financial Report 2018.pdf491.64 KB

2016-17 Annual Report

ACCAN Annual Report cover2016/17 was a standout year for ACCAN culminating in a new five-year Funding Contract to ensure our continuance as the voice for communications consumers into the future. Underpinning this major achievement was ACCAN’s demonstrated successes in consistently delivering for consumers, and recognition across government and industry of the ongoing need for competent, committed and courageous consumer representation.

ACCAN made a substantial contribution to policy discussions completing over 40 submissions and representing consumers on more than 30 committees. We raised consumer awareness with the publication of several new guides and achieved over 900 media mentions. Our Grants program also continues to deliver quality outcomes.

Download: pdfACCAN Annual Report 2016-171.2 MB (note: reading order not accessible)

Download: docxACCAN Annual Report 2016-17 accessible version49.15 KB

Download: pdfACCAN Financial Report 2017483.23 KB


2015-2016 Annual Report

2015-2016 Annual Report coverIt was another positive year for ACCAN with many improvements for consumers coming into place. We made 30 submissions, represented consumers on 27 committees and held two major events – our Conference, Dollars and Bytes – Communications affordability now and tomorrow and our Meet the People Forum in Canberra. ACCAN commissioned seven research projects to assist building an evidence base for representational work. Our Independent Grants Program funded another six projects.

In the 2015-2016 financial year, we finally saw free calls to 1800 numbers from mobiles coming into place in July 2015 for most Australians, complaint levels to the TIO declined overall and we were also pleased to report that the proposed three strikes Copyright Notice Scheme was abandoned.

Download: pdfACCAN Annual Report 2015-16 web version3.16 MB (Note: reading order not accessible)

Download: docxACCAN Annual Report 2015-16 accessible version46.26 KB

Download: pdfACCAN Financial Report 2016390.02 KB


2014-2015 Annual Report

2014-2015 Annual ReportACCAN's successes of the past years have continued, again enabling us to achieve important outcomes for Australia's communications consumers. During the year, we made 41 submissions, represented consumers on 24 committees and held a number of major events including our National Conference, Connecting Today's Consumer, and the Rethinking the Universal Service Obligation Forum. We funded seven grants projects and published four consumer research reports.

We had significant wins for consumers in regard to calls from mobile phones to 1800 numbers and copyright and we continued to participate in all important Government and industry discussions on telecommunications deregulation.

Download: pdfACCAN 2014-2015 Annual Report web version.pdf2.85 MB

Download: docxACCAN Annual Report 2014-2015 accessible version.docx44.11 KB

Download: pdf2014-15 Financial Statements.pdf397.23 KB

Download: docx2014-15 Financial Statements.docx327.81 KB


2013-2014 Annual Report

2013-14 Annual Report cover

This year ACCAN celebrated a major milestone – its fifth birthday and the culmination of five years of significant achievement for Australia's communications consumers.  In the last 12 months we made 44 submissions, represented consumers on 20 committees and held a number of major events including the M-Enabling Australasia 2013 conference and showcase. 

A further win for ACCAN this year was securing a competitive grant to begin working on a Digital Business Kit, to educate small businesses and not-for-profit organisations in the Arts, Recreation and Education Services sectors on uses of digital technology and high-speed broadband.

Download: pdfACCAN 2013-14 Annual Report3.39 MB

Download:docxACCAN Annual Report 2013-14 accessible version.docx42.19 KB

Download: pdf2013-14 Financial Statements599.83 KB


2012-2013 Annual Report2012-2013 annual report cover

This year ACCAN developed its first-ever smartphone app, "Phone Rights", allowing consumers to record poor mobile reception and quickly learn about their rights. We were also pleased to see the introduction of a much stronger Telecommunications Consumer Protections (TCP) Code – an exciting and important revamp of consumer protections.

We increased our scope by bringing on a dedicated small business project officer and furthered our work in remote Australia by starting up the Indigenous Consultation Workshop along with a number of ACCAN members directly involved with Indigenous communications.

Download: pdfACCAN 2012-2013 Annual Report & Financial Statements5.36 MB

Download: docACCAN 2012-2013 Annual Report80.5 KB

Download: docACCAN 2012-2013 Financial Statements364.5 KB


2011-12 Annual Report

ACCAN 2011-12 front cover

This year, the government-led
Mid-term Review into ACCAN’s first two years of operations highlighted our effectiveness as a peak body representing Australian telecommunications consumers.

We also completed two years working with industry body Communications Alliance to deliver a much stronger Telecommunications Consumer Protections (TCP) Code.

ACCAN 2011-12 Annual Report & Financial Statements [Adobe Acrobat PDF - 1.61 MB]

Download: ACCAN 2011-12 Annual Report [Word 2007 Document - 36.48 KB]

Download: ACCAN 2011-12 Financial Statements [Word 2007 Document - 141.86 KB]


2010-11 Annual Report

Picture of the ACCAN 2010-11 Annual Report cover.

ACCAN's third year of operation was an eventful one for the telecommunications sector and a successful one for ACCAN, with major reforms underway relating to telco customer service and complaint handling.

Our membership, staff and reach continued to grow.  




Download: ACCAN 2010-11 Annual Review & Financial Statements [Adobe Acrobat PDF - 930.38 KB]

Download: ACCAN 2010-11 Annual Review [Word 2007 Document - 41.69 KB]

Download: ACCAN 2010-11 Financial Statements [Word 2007 Document - 161.17 KB]


2009-10 Annual Report

Picture of 2009-10 Annual Report coverIn 2009-10 ACCAN celebrated a number of successes. Our membership grew to 145 organisations and individuals, we made submissions to 23 government inquiries, published seven research reports and launched several major campaigns.

For further information about ACCAN's recent achievements, download the annual report below. 


Download: ACCAN Annual Report 2010.pdf [Adobe Acrobat PDF - 2.44 MB]

Download: ACCAN Annual Report 2010.doc [Word Document - 505 KB]

2008-09 Annual Report

Picture of 2008-09 Annual Report coverThe 2008-09 ACCAN Annual Report documents ACCAN’s achievements in its first six months of operation.

ACCAN was formed to provide a strong, unified voice to represent the interests of all consumers nationally and the commissioning of research into customer service charters, emerging consumer issues in telecommunications and informed consent.


Download: ACCAN Annual Report 2009.pdf [Adobe Acrobat PDF - 2.34 MB]

Download: ACCAN Annual Report 2009.doc [Word Document - 8.16 MB]




Woman looking concerned about her bills

  1. Be aware that when service providers advertise short term savings, these may not result in long term savings.

  2. Watch that your download limits on your phone and internet are not exceeded. You can do this by using your telco's app or online account.

  3. Start on a low plan and monitor your usage. If you need to you can usually increase your plan without penalty but you can't always decrease it within your contract time.

  4. It is not always necessary to change plan if you keep exceeding your limits, you may simply need to change your calling habits. For example make calls during off-peak times or free hours.

  5. Before signing up for a bundle deal (mobile, Internet and fixed line) consider your average usage and whether this package meets your everyday needs.

    Write comment (0 Comments)

ACCAN and Your Privacy Rights

ACCAN has a commitment to adhere to the Australian Privacy Principles (APPs), which are contained in schedule 1 of the Privacy Act 1988 (Privacy Act).

What personal information does ACCAN collect?

ACCAN only collects personal information that it is necessary for us to carry out our work. If you lodge an enquiry, application, subscription, case study or subscribe to our mailing lists we may require the following information:

  • Contact details, which may include a business contact number or email address;
  • Details of the nature of your enquiry
  • Details pertaining to specific experiences with phone or internet products and services


ACCAN may also collect personal details for the purposes of membership. This use is described below.

How is case study information used?

On occasion consumers contact ACCAN to describe their individual experiences with phone and Internet products services. ACCAN treats all cases as confidential. ACCAN is not a complaint handling body. We cannot investigate or handle complaints. ACCAN may use case study information from time to time in its representation work for all consumers.

If you wish to remain anonymous or do not wish to supply specific information to ACCAN, you may do so; however, please note that the ACCAN may not be able to use your data when analysing consumer issues.

Disclosure to other parties

From time to time ACCAN may provide case study information, including personal information, to agencies such as the Australian Communications and Media Authority (ACMA), the Australian Competition and Consumer Commission (ACCC), the Communications Alliance and other relevant industry bodies. Where ACCAN makes a decision that your case should be referred to another agency, we will gain your consent prior to disclosing any of your personal details.

Other information collected by ACCAN

In order to carry out its functions, ACCAN maintains a database of industry contacts and government agencies. ACCAN also maintains a database of individuals and organisations who have asked to receive ACCAN publications, media releases, WebNews and other information.

Access to your information

You have the right to access the information about you that ACCAN may have collected and held. Access to your information can be arranged by contacting ACCAN.

Any complaints about ACCAN's privacy policy or procedures can be made to the Chief Executive Officer.

Information Logged When Using the ACCAN Website

What information does the ACCAN website collect?

To help ensure that our website is providing useful advice to as many people as possible, ACCAN uses Google Analytics to collect aggregated anonymous statistical information.

This information is collected for statistical purposes only. No attempt will be made by ACCAN to identify you or your browsing activities.

Our website uses Google Analytics, a service which transmits website traffic data to Google servers in the United States. Google Analytics does not identify individual users or associate your IP address with any other data held by Google. We use reports provided by Google Analytics to help us understand our website traffic and webpage usage.

By using this website, you consent to the processing of data about you by Google in the manner described in Google's Privacy Policy and for the purposes set out above. You can opt out of Google Analytics if you disable or refuse the cookie, disable JavaScript, or use the opt-out service provided by Google.

Electronic mail addresses

ACCAN will only record your email address if you send us a message or subscribe to our mailing lists. This will only be used for the purpose for which you have provided it, and will not be added to a mailing list unless you request that this be done. If you elect to unsubscribe from WebNews or other mailing lists this will be done as soon as practicable. We will not disclose your email address without your consent.

Member information

Members of ACCAN are able to check and update their details from this website. Authorised ACCAN staff are also able to access members' full details.

Members' contact details provided to ACCAN are used for general liaison, the distribution of relevant information about ACCAN activities and issuing invoices, ACCAN mailing list and requests for publications. Information provided for these purposes will be used for these purposes only. It will not be distributed further or disclosed without the user's consent.

Links to other sites

This site contains links to other sites. ACCAN is not responsible for the privacy practices or the content of these websites.

Internet security

If you are submitting information over the Internet that you wish to remain private, you should be aware that there is a small possibility that information you submit could be observed by a third party while in transit.

If you would like to use another method to contact us or provide us with information, please feel free via telephone, fax or post.

From section 3.1 of the ACCAN Constitution:

  1. to be a peak body in Australia representing the interests of consumers in relation to communications and telecommunications issues;

  2. to promote the telecommunications consumer objectives of accessibility, affordability and availability to all consumers;

  3. to promote the development of Australian information and communications technology resources;

  4. to develop a strong, coordinated voice for consumers and to represent and advocate on behalf of consumers to Government, regulators and the
    telecommunications industry;

  5. to undertake research, policy development and education on consumer telecommunications issues;

  6. to facilitate access to and dissemination of information to consumers, consumer representatives and consumer organisations;

  7. to advocate on behalf of consumers on telecommunications laws affecting consumers, law reform, policy development and in relation to industry practices;

  8. to participate in regulatory and co-regulatory activities; and

  9. to contribute to the development of Government telecommunications policy.

Strategic Plan:


What is Foxtel Play?

Foxtel Play is a subscription video on demand service provider that allows consumers to watch video entertainment online. Key information about this provider includes:

  • The service is operated by Foxtel, Australia’s largest pay television provider

  • The content is largely a selection of videos aired on Foxtel’s pay television service.

How can I join and play videos using Foxtel Play?

To join Foxtel Play, you will need a credit or debit card.

  1. Go to the Foxtel Play website

  2. Select the ‘Get your 2 week free trial now’ button

  3. Follow the on-screen prompts

Note: If you do not want to be charged for using the Foxtel service, you will need to cancel before the end of your 2-week free trial.

To watch Foxtel Play, you will need a device that is:

  • Connected to the internet

  • Capable of running a web browser or a Foxtel Play app

Devices can include:

  • Smart TV

  • Game console

  • Smartphone or tablet

  • Desktop or laptop computer

Specific information can be found on the Foxtel Play home page.

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

  • Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).

  • Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How accessible is Foxtel Play?

According to research conducted by Curtin University, Perth:

  • Closed captions are currently not available on this Foxtel service.

  • Audio described content is currently not available on this Foxtel service.

  • The website and apps on devices such as tablets are not entirely WCAG 2.0 compliant, meaning that some users are likely to experience difficulties in finding and playing video content with their assistive technologies.

What tips and tricks can I use to overcome the accessibility barriers on Foxtel Play?

Here are some tips and tricks provided by consumers that have used Foxtel Play to maximise your accessibility:

  • Try a different device: consumers have indicated that some platforms may be easier to use with assistive technologies than others. For example, if you are having difficulty with the website, the app on an Android-based tablet or an iOS device such as an iPad may work better with the device’s built-in accessibility features

  • Watch Foxtel pay television instead: the broadcast channels of Foxtel provide closed caption content, and as such this may be a better alternative than the streaming service if there are specific shows you enjoy that are only available on Foxtel.

Are there more accessible video on demand services available?

There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Stan, Presto, Quickflix and Netflix Australia.

The video I want to play is not accessible. What can I do?

If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below.

Where can I get additional help and information?

For additional help regarding Foxtel Play, you can go to Foxtel Play Support. There are also opportunities for consumers to discuss service issues.

The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.


In order to sign up with some businesses, such as phone companies or internet providers, consumers are often required to be able to prove their identity. This can be problematic for people who do not have the typical standard identification documents such as a driver licence or a passport.

This tip sheet is intended to outline alternative methods that are accepted by telecommunications companies, specifically, Telstra, Optus and Vodafone.

Pre-paid mobile service

When getting a pre-paid mobile phone or mobile broadband service the law requires businesses to verify a customer’s identity at the time the service is activated. There are a number of different documents that can be used to verify who you are for the purpose of activating a pre-paid mobile service.

These include the following:

Category A documents

  • An identification card issued in the name of the purchaser by a tertiary education institution.
  • A licence or permit issued in the name of the purchaser under a Commonwealth, State or Territory law.
  • A passport issued in the name of the purchaser.
  • A statement issued under a Commonwealth, State or Territory law to the effect that the purchaser is entitled to receive a financial benefit.
  • A birth certificate in the name or former name of the purchaser.
  • Any other document that is recognised as a proof of identity under a Commonwealth, State or Territory law.
  • Example: A Keypass card issued to a resident of Victoria or a proof of age card issued under a State or Territory law.

With all forms of ID, make sure that it has not expired (the expiry date should be in the future).

When activating a new pre-paid mobile service the business is required to ask how many pre-paid services the customer already has, If this new service brings the customers total pre-paid mobile services to 5 or more the business is required to ask for additional identification.

Post-paid mobile phone or internet services

When setting up a post-paid service such as a mobile phone contract or internet service, companies will generally require more information about who you are. This is in part how they are able to know that you will be responsible for paying your bill each month. This is often referred to as the ‘100 point identification check.’ These documents are usually divided into two separate categories, primary identification documents and secondary identity documents.

The most common way of gaining the required 100 points of identification is to provide one primary document and one or two secondary documents. The primary document is one with your photo on it. Typically documents such as driver licences or passports are primary documents. Secondary documents may have your photo on them however this is not a requirement of a secondary document.

Typical secondary documents include (but are not limited to):

  • A valid credit or debit card in your name
  • A valid University or TAFE identity card in your name
  • Valid leases and utility bills

While it is easier to get a service if you have the typical photo ID it is not essential. Below are the ways you can still sign up for a post-paid service with Telstra, Optus and Vodafone. Each of these telecommunications companies has a different process.


Typically, you can pick and choose from a minimum of one primary ID. When choosing your primary ID, make sure that it has your photograph and shows your name, date of birth and signature.

If you don't have any primary ID, the Optus customer service agent can discuss your suitability using the secondary ID that you have available.

Forms of ID accepted by Optus
Primary ID Secondary ID
Australian Driver's Licence Medicare Card
Australian Learner's Permit Australian Government issued benefits card
e.g. Pension Concession Card, Health Care Card (with current address)
Australian Boating Licence Australian Private Health Insurance Card
Australian Shooter's Licence Credit / Debit or ATM Card
Keypass (with photo and date of birth) Current Bank Statement or Online Financial Statement
Personal Information Card (Tasmania) Bank Welcome Letter (issued in the last 30 days)
- Must be accompanied with matching Credit / Debit / ATM Card
Proof of Age Card (with photo) Mortgage Documents (with current address)
Australian Passport Birth Certificate or Original Birth Extract
New Zealand Passport Marriage Certificate
Other International Passport (with valid VISA) Citizenship Certificate
Blind Citizens Australia Identity Card Current Utility Bill (issued in the last 90 days)
- e.g. Electricity, Gas, Rates Notice, Telecommunication
Vision Impaired Transport Concession Card Tertiary Student ID Card (with photo, student number and institution)
- e.g. University or TAFE
Working with Children Card Confirmation of Tertiary Enrolment
Working with Vulnerable People Card Rental Agreement / Bond Notice
Australian Military Identification Taxi Licence (with photo)
Australian Defence Force Driver's Licence DFAT issued Diplomat Card (with photo)
Australian Police Identification  


Telstra’s typical 100 point identity check includes a single primary document such as a driver licence or passport along with one or two pieces of secondary identification.

For consumers with a disability who do not have a primary document with photo, Telstra has an exemption process for meeting the 100 point identification check.

Exemption Process

If a customer with a disability cannot provide a form of Primary ID Telstra can accept three forms of Secondary ID that total 100 points or greater.

The secondary ID should include a form of ID which confirms they have a disability (for example, a Disability Support Pension Card which has the letters DSP).

Secondary Identification accepted by Telstra
Document Type Description

Current Telstra Customer Must be more than six months 70
Police/Defence Force ID With Photo 60
Credit Card with photo Credit cards should only be obtained from the customer as a last resort if they can't produce another Secondary ID type 50
Aged Pension card   40
Credit, Debit, or ATM card Australian financial institution cards only
Credit , Debit or ATM cards should only be obtained from the customer as a last resort if they can't produce another Secondary ID type
Medicare card   25
Disability Pension card   25
Health Care card   25
Social Security Card   25
Birth Certificate If the name changes, they need to provide a marriage certificate 40
Mortgage Document   35
Certificate of Title Title Number, issuer and issue date 35
Valid Australian Proof of Age   35
Employment ID card With Photo, Employee number and employer 40
Employee ID No Photo   30
Tertiary Student ID card With Photo, Student Number-Issuing body such as University or TAFE 25
Drivers Licence (International / Overseas)   25
Private Health Insurance Membership card   25
Local Council Rates notice   25
Gas, electricity, vehicle registration bills Less than six months old 25
Drivers Licence Paper   25
Adoption/Marriage certificate   25
Electoral Roll record With issuing body and issue date 25
Financial Institute account Statement With issuing body and issue date 25


Vodafone business process requires certain ID for the 100 points ID check. For consumers without a Driver Licence or passport, an Australian Government Proof of Age card, Photo Card, Keypass is required. This must be submitted with a Green Medicare Card plus a credit or debit card or other document type listed below.

Primary documents accepted by Vodafone
Document Points
Valid (not expired) Australian/New Zealand Passport 70 points
Valid (not expired) International Passport 70 points
Drivers Licence or Permit issued by the Australian Government, including Learners Permit 70 points
Valid Police/Defence Force ID photo 70 points
Australian Government Proof of Age card/Photo Card/Keypass (must be submitted with a Green Medicare Card or a Passport to prove Permanent Residency) 60 points


Secondary documents accepted by Vodafone
Document Points
Credit Card - Australian or International Bank issued (max 1 per Customer) 40 points
Green Medicare Cards are the preferred form of secondary ID 30 points
Interim (Blue) and Reciprocal (Yellow) Medicare Cards are acceptable only in conjunction with a Passport , as they denote Temporary Residency 30 points
Current Australian Pensioner Card 30 points
Original full (not extract) Australian Birth certificate 30 points
Valid NSW Birth card with photo issued by NSW Registry of Births, Deaths & Marriages 30 points
Current Australian Healthcare Card 30 points
Current Australian Bank or Card Statement (submit under Bank Statement) 30 points
Current Australian Bank Transaction listing (submit under Bank Statement) 30 points
Rates Notice (<12 months, name/address) 25 points
Current Australian Utility or Telco invoice 25 points
Valid Private Health Insurance Membership Card 25 points
Tertiary Student ID Card (name and photo) 25 points
Tertiary Certificate of Enrolment (submit under Student ID) 25 points
Debit/ATM Card - Australian or International Bank issued (maximum 1 per application, and International ATM cards must display the “PLUS” logo) 20 points

The map was prepared using available data from Telstra (June 2016), nbn (October 2015) and the Department of Communications and Arts (MyBroadband Version 4 2016). It identifies areas, and the reasons, that may be unable to get an ADSL service and when these areas will have services over NBN.

Tell me more

In 2016 ACCAN commenced an annual survey of small business operators to provide an insight into the most prevalent telecommunications issues affecting small business in Australia. The 2016 survey has now closed. We will commence our 2017 survey later this year.

ACCAN will use the survey reports to highlight concerns to the telecommunications services providers and the Telecommunications Industry Ombudsman (TIO) to work toward improved services for Australian small business consumers.

Survey reports

2016 Survey

Download: docxSmall business survey 2016 report794.86 KB

Download: pdfSmall business survey 2016 report1.19 MB


Young woman reviewing her bill while holding her disconnected phoneWhat are your rights?

Network outage? No service? Call failure?

  • If you have been disadvantaged or lost money due to a phone or internet outage, you might be able to claim compensation.
  • Compensation should make up for your loss.
  • For example, if your internet is out for one week you could ask for your money back for that week. You may be able to claim for costs incurred, like getting your internet fixed or using extra mobile data.

    Write comment (0 Comments)


Picture showing map of Australia and voting box exclaiming 'What communications consumers need to know for the Federal Election 2016'Do you:

Have a mobile phone? 
Use broadband? 
Watch television? 
Stream online content?

If you answer yes to any of these questions then
ACCAN’s Federal Election 2016 webpage is for you.

As the peak body for consumer representation in communications ACCAN – Australian Communications Consumer Action Network – represents your interests to get the best deal for consumers.

For the upcoming Federal Election on 2 July we have identified five communications consumer priorities for 2016. These important issues are our focus in the lead up to and after the election. See below for these priorities.

To find out more about their communications policies, we have posed a series of questions to the major political parties. When the answers are available we will post them on this webpage.

You can read further on our communications consumer priorities by clicking the links below or on the left-hand side of the screen. Get in touch with ACCAN if you have any questions on these topics.


Banner image for ACCAN Events picturing ACCAN CEO and industry representatives taking part in a consultative forum.

As part of our commitment to community and industry consultation, ACCAN runs and attends a number of events each year.  Our current and upcoming events are profiled on this page.  ACCAN encourages its Members to profile their communications events through our website.

If you would like any further information regarding our events, or to include your event on our site, please contact us.

You can see the transcripts and speakers' presentations from ACCANect 2019: Communications + Consumers: The next ten years on the conference event page.  If you are looking for information regarding past events it can be found in the events archive.

ACCAN administers an Independent Grants Scheme aimed to support consumer research and consumer representation that helps us achieve our strategic goals

Welcome to the ACCAN employment page.

The Australian Communications Consumer Action Network, ACCAN, a not-for-profit organisation, maintains an accessible work environment and encourages applications from Aboriginal and Torres Strait Islander peoples, persons with disabilities and people from culturally, linguistically and religiously diverse backgrounds.

ACCAN is Australia’s peak body representing the interests of all consumers in communications issues. ACCAN is an important and independent consumer voice promoting the accessibility, quality of service, affordability and availability of communications services for all Australian consumers with particular concern for vulnerable consumers whose needs are underrepresented.

  • High profile consumer body
  • Communications industry
  • Diverse, interesting role working in vibrant NGO
  • Supportive work environment
  • Sydney CBD location with easy access to public transport

The quarterly ACCAN members magazine casts a spotlight on our most recent work, discusses current trends and contains exclusive interviews with a broad range of players in the telecommunications sector. If you'd like to start receiving your own hard copy of the ACCAN magazine, simply sign up to become an ACCAN member today.

Our collection of past ACCAN members magazines are available to download below.


Media Releases

ACCAN's work informs public debate about consumer issues in the communications landscape.  Welcome to our collection of the latest news and current affairs that impact communications consumers. 

Sign up for ACCAN's weekly newsletter to have these news items emailed to you each week.

Media enquiries:
Mobile: 0409 966 931 (calls only, no texts please)
Phone: 02 9288 4000
media (at)


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Hot Issues

Welcome to the latest current affairs that impact communications consumers. 

Sign up for ACCAN's weekly newsletter to have these news items sent to your email address each week.

[ List view  |  Detailed view ]

There's no doubt communications are essential to our daily lives but with technology moving fast, sometimes it's hard to keep up!

We produce a range of tip sheets that provide simple tips and tricks to help with a range of common telecommunications issues.