ACCAN recently submitted to the NSW Fair Trading Strategy and Regulatory Priorities Discussion Paper (the Discussion Paper).

ACCAN supports the proposed strategic direction as outlined in the Discussion Paper. ACCAN considers that NSW Fair Trading should take into account the connectivity issues faced by communications consumers living in strata/renting when deciding its future strategy and regulatory priorities.

Read more: NSW Fair Trading Discussion Paper

Australian Communications Consumer Action Network held an afternoon seminar on 4 November, looking at responsive regulation and effective policy making, and how engagement with consumers can be enhanced to get better results. This forum looked beyond the current, sterile stand-off between consumers on one side and policy makers and regulators on the other to meeting each other’s needs.

Read more: ACCAN Seminar: Responsive Regulation and Policy

Acknowledgement of Country

The Australian Communication Consumer Action Network (ACCAN) acknowledges and pays respect to the past, present and future Traditional Custodians and Elders of this nation and the continuation of cultural, spiritual and educational practices of Aboriginal and Torres Strait Islander peoples. Aboriginal and Torres Strait Islander peoples should be aware that this website contains images, names, and audio recordings of people who may have passed away.

Acknowledgement of Accessibility

ACCAN acknowledges the need to actively promote equal access to all ACCAN events, consultations, submissions and other information. This reflects our principles of equal access and meaningful inclusion of people with disability. ACCAN strives to be a model in this field, for other not-for-profits, industry and government.

ACCAN endeavours to maintain its website in accordance with the WCAG 2.1AA guidelines and WCAG 2.1AAA guidelines where possible. We welcome feedback on our content.

External Content Acknowledgement

Although ACCAN takes care to direct our subscribers to sites with accurate and reliable content, we advise that ACCAN is not responsible for the content within external sites and has no control over the views, services or information contained therein. Information contained on external sites may not necessarily reflect ACCAN's policies, standards or beliefs.

Relevant legislation

Australian Communications and Media Authority (ACMA) is the Australian telecommunications regulator overseeing among other things:

• The Telecommunications Act 1997
• the Telecommunications (Consumer Protection and Service Standards) Act 1999
• The Telecommunications (Equipment for the Disabled) Regulations 1998
  
  

People with disabilities have the right to access voice telephony, or an equivalent, under the Universal Service Obligation (USO).

Read more: Equipment - Your Rights

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

Telecommunications access and affordability among people experiencing financial hardship

Anglicare Victoria looked at over 300 of its low-income clients to investigate how they accessed telecommunications and whether they considered these services affordable.

The overwhelming conclusion was that telecommunications are not universally accessible. This is because 49% of those in the survey did not have home internet, and 56% didn't have mobile internet – such as a smartphone or a dongle. Two-thirds of mobile phone users had difficulty paying their phone bills and a similar number of people ran out of credit on their pre-paid mobile service sooner than they expected.

The full report is available on the ACCAN website.

If you're having difficulty paying lots of bills at once, you can call a financial counsellor. Financial counsellors help you work through the issues and identify options. Their services are free and confidential. They can help you figure out what to do – how to organise your money, how to pay your bills, how to get the support you need. Even if you feel you are coping, a fresh set of eyes may help you sort things out more quickly, or identify other forms of assistance you weren't aware of.

You can phone a financial counsellor from anywhere in Australia by calling 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory you are calling from.

Community Consultation Guide5.36 MB

ACCAN has launched the 2nd Edition of the Community Consultation Guide, in time for Round 2 of the Federal Government's Mobile Black Spot Programme. The Guide is designed to help communities address issues with mobile coverage in their areas.

Mobile coverage is a key issue for consumers, particularly those in regional, rural and remote Australia. Achieving improvements in mobile coverage is a priority focus of ACCAN's work. The Mobile Black Spot Programme will deliver improvements to mobile coverage, but the demand for these improvements will far outstrip supply.

Read more: Mobile Blackspots - Community consultation guide

ACCAN is committed to best serving telecommunications consumers by administering a high quality Grants Program that is responsive to consumer needs. We have a two-stage application process, with only  Streams depending on the type of work you are planning to do. 

• Choose your Stream
• Expression of Interest stage
• Expression of Interest form
• Full Application stage
• What should I put in the budget?
• Accessibility
• Top Tips
• Additional resources

First, choose your Stream

You can apply under one of two Streams:

1. Research Stream

Choose this Stream if your proposed project is predominantly research.

2. Education and Representation Stream

Choose this Stream if your proposed project is predominantly consumer education and/or representation.

The lead applicant MUST be from the community sector, or demonstrate strong and genuine community sector partnership.

Expression of Interest stage

Expressions of Interest are completed via a shortened application form and assessed according to the Guidelines by the Independent Grants Panel. 

Step 1 - Read the Guidelines and Strategic Plan.

Step 2 - Create a rough draft of your project idea.

Step 3 - Contact the grants team to review the idea and get advice on whether it is likely to be considered eligible:

Email: grants @ accan.org.au

Call: 02 9288 4000

Or contact us through the National Relay Service

Step 4 - Complete the Expression of Interest form on the SmartyGrants application portal. (You will need to register for a SmartyGrants account if you don't already have one.)

Step 5 - Submit your application online by the due date stated in the Guidelines. Late applications will not be accepted. Note that closing times are in Australian Eastern times.

Expression of Interest form

Download a sample copy of the EOI application form below. Use this to help prepare your application offline or with a team.

Do NOT submit this sample form. All applications MUST be submitted online via the SmartyGrants application portal.

The 2024 application form will be shared here when the round opens. It is expected to be similar to last year's:

Download: 2023 ACCAN Grants EOI Form - sample.docx88.81 KB

Full Application Stage

If your Expressions of Interest is successful, you will be invited to submit a Full Application, also via SmartyGrants. Use the same login details as you used at the EOI stage.

A Word version of the application form will be provided below. As with your EOI, you cannot submit this sample form. You must submit your application online via the SmartyGrants application portal.

Download: 2023 ACCAN Grants Full Application form.docx105.97 KB (2024 application form will be provided after the round opens)

We strongly encourage all Full Application stage applicants to consult the Guidelines and to contact the ACCAN Grants Team to discuss your application to ensure it is eligible and competitive. Please note that answers in the Full Application form do not have to match those given at the EOI stage - applicants are able to change their answers to strengthen their applications by adding further detail, clarifying any areas, or adjusting approach. The amount requested can also be adjusted, though any substantive change should be justified.

Supporting documents

If the Assessment Panel needs more information such as annual reports or other documents, they will request it. They do not need to be uploaded at the time you make the application.

What should I put in the budget?

You are required to submit a budget with your application. You must think of all the income components from every source. You must think of, and reasonably estimate, each cost (expense) necessary for your project.

Income and expenditure need to add up to the same amount: you can't spend more than the project receives, and you can't spend less either.

Income

The income table is a summary of all other sources of funding you will be using for this project (e.g. if your organisation is contributing cash or in-kind support). If you have another grant for this project, show that grant in the list. Each source should be listed separately. Make sure your Total Income is the same amount as Total Expenditure. These two figures need to equal each other.

Expenses

In the expenses table, list all costs directly associated with the project. You may need to buy or rent equipment, fund a research worker, pay for travel, printing, or even room hire. Think through all the things you will need to make your project a success. If you have included in-kind in the income, then make sure you include it as part of the total expenditure. Expenditure is the list of things that are expended as part of the project.

Only include travel that is absolutely necessary for your project, and this needs to be well justified. Simply presenting results at a conference is not sufficient justification as the activities must form an integral part of the project.

Will ACCAN fund overheads?

ACCAN won't fund overheads, such as administration levies, general office space and so on. We do not cover normal operating costs for an organisation to do its business either. Check the complete list of exclusions in the Guidelines. The grant program funds clearly defined projects and project activity towards specific outputs.

We do cover all costs that are directly attributable to the project itself, e.g. project labour, project management, project accounting, or even office space and room hire if it can be justified as directly attributable to the project.

It all depends on how clearly the cost is related to the project - If you were not doing this project would the cost still exist? If yes, then we will not cover it. Is it an arbitrary levy added by your organisation on top of the project? If yes, we won't cover it. We only cover costs for activities inside the project.

Do I include GST?

No. All amounts you put in the budget should exclude GST. If you are successful, GST will be paid in addition to the amount you apply for.

Accessibility

All resources produced under the Grants Program need to conform to basic accessibility principles. This means that:

• all documents, images and webpages are accessible to screen readers ie. You are using alt text on images and Heading Styles are consistent

• digital resources such as videos contain captions and audio description, or a transcript.

Ensure your application demonstrates your plan for this, or if some resources are intended to not be made accessible, your justification. ACCAN staff can provide guidance before you apply. 

If you are funded, ACCAN will meet with you early in your project to confirm your plans for accessibility. We have accessibly-formatted templates that we can share with you for writing reports, or if you will be using a graphic designer or web developer without experience in accessibility, we can highlight the key design features they’ll need to consider.

Download our basic instructions on how to make documents accessible:

Download: How to make documents accessible.docx4.02 MB

Top Tips

• Ensure your project fits: Is it really a telecommunications project? Does it satisfy one of the listed priorities? Read the Guidelines well, and contact us to discuss your project idea.
  
  
• Write in clear, simple English: avoid jargon and long-winded sentences. Say exactly what you're going to do.
  
  
• Be specific: Rather than "a large number of consumers will benefit" say "150 consumers in the Armidale community will access tailored digital literacy training programs."
  
  
• Balance your budget: Income needs to equal expenditure. Include all cash and in-kind contributions. Be realistic about what time and resources you will need. This shows you have thought things through.
  
  
• Demonstrate that you understand the context for your project  - what gap are you filling in terms of the research and other work that already exists? Check other published work, including ACCAN's research, and government bodies such as communications regulators.
  
  
• Clearly explain how your project differs from other related projects that exist. This is particularly important for projects involving cyber-safety and digital literacy training. This is because the Australian government and other not-for-profits are addressing these issues through various training programs. If you see a gap or a limitation to these resources, explain why and how your project is addressing a significant gap. Ensure you refer to the ACCAN resources already available. If you are developing new materials, how will they complement what's already 'out there'?
  
  
• Clearly explain the future your project will have after our funding ceases. Do you expect the work to continue in any way? What provisions have you included in your planning to ensure this can happen?
  
  
• Look through our previous grants projects to get a better understanding of what and who we fund.
  
  

Additional resources

• Tips for writing applications and avoiding common grant-writing mistakes: https://www.fundingcentre.com.au/help/writing-grant
  
• GrantEd guides to writing applications: https://thegrantedgroup.thinkific.com/
  
• How to harness your advocacy skills for best results: https://www.communitiesincontrol.com.au/cic/take-control/
  
• Other grants from the Commonwealth: www.communitygrants.gov.au
  
  

• What happens after I make an application?
• Entering into a contract with ACCAN
• Working with ACCAN
• Acquitting an ACCAN grant

Read more: If you are successful

The purpose of the Indigenous Steering Committee (ISC) is to discuss the most important telecommunications consumer issues from the perspective of key representative in the Indigenous consumer/community's environment and the people they represent, with a view to incorporating these into ACCAN's work priorities.

Read more: Indigenous Steering Committee

Download: Which broadband product is right for my business.docx61.82 KB

Download: Which broadband product is right for my business.pdf336.92 KB

There are a range of different options available to small businesses when it comes to broadband. This tip sheet outlines the questions a small business owner should ask when choosing a broadband product.

When trying to decide which broadband product is right for your business, consider:

• Which types of broadband services are available? For information on the services that may be available to you, access our brochure: Understanding your options for broadband connection.
  
  
• What type of service would best suit the needs of the business in terms of speed, mobility and monthly data allowance? Refer to your broadband bills from the last 6-12 months to calculate your typical usage.
  
  
• Do you need both phone and broadband services? If so, consider the option of bundling (getting all the services from the same provider). You might also want to include mobile services in this bundle. This could save you money but make sure that all the services meet your needs otherwise you could end up spending more than you need to.
  
  
• Do you need to upload a lot of data? For example if you are operating a video streaming service or other content rich business.

  Read more: Which broadband product is right for my business?

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Australian Communications Consumer Action Network
PO Box A1158
Sydney South, NSW 1235

2022-23 Annual Report

It gives me great pleasure to present ACCAN’s 2022-23 Annual Report.  It seems like we say this every year, but looking back it’s clear this was an extremely busy time for all of us at ACCAN and we have achieved some great outcomes for consumers.  As the year progressed, it was great to put the effects of the pandemic behind us and slowly return to a more normal way of working, with more face-to-face interactions replacing the ubiquitous Zoom and Teams meetings. 

ACCAN made a substantial contribution to policy discussions through the year, completing over 60 submissions and representing consumers on more than 30 committees. We raised consumer awareness with the publication of several policy positions, including on the establishment of a retail registration scheme and recommending the development of an independent plan comparison tool. 

Read more: Annual reports

There are three categories of membership.

• Voting members
• Associate members (Non-voting)
• Life members 

Voting members includes both organisations and individuals – each having one vote. The eligibility criteria for organisational Voting members is that their purposes align with ACCAN's objectives and that they are both non-party political and not for profit. Individual Voting members must also subscribe to ACCAN’s objectives. Voting members can nominate and vote for positions on ACCAN’s board of directors. 

Associate members (Non-voting) are those who are interested in working with ACCAN but are not eligible (or do not wish to apply) for Voting membership. 

Life membership is conferred by a special meeting of ACCAN on someone who has made an outstanding contribution to the area.

Please contact us if you're unsure which type of Membership is best for you.

Members of the telecommunications industry, such as carriers, carriage service providers (CSPs), content service providers and equipment manufacturers, are not eligible for membership. 

We value your voice

ACCAN trusts our member network to inform us about the communications issues that are affecting themselves and/or their members/clients. To effectively advocate for change our lobbying and campaigns need to be evidence based and supported by strong personal stories. We therefore regularly seek input from our members in the form of surveys or occasional telephone calls. If you don’t have the time to participate, we don’t mind but equally welcome contact from our members whenever there is an issue that you’d like us to look at.

Membership pricing

ACCAN membership is renewed yearly and based on the applicant's income.  The fees are structured as follows:

Organisational Membership

Individual Membership

Fee Waivers

Both Individual and Organisational Members and applicants can apply for a fee waiver. If you would like your fees waived please contact ACCAN to discuss further.

Apply

Take the first step today and become a member by calling ACCAN on (02) 9288 4000 or

Apply online

You may also download the application form below and return signed forms to ACCAN.

Download:  Organisational Membership Application89.6 KB

Download:  Organisational Membership Application191.9 KB

Download:  Individual Membership Application87.89 KB

Download:   Individual Membership Application193.83 KB

A system to provide independent monitoring of broadband services should be introduced.

Read more

ACCAN commissioned the South Australian Council of Social Services (SACOSS) to conduct a research project on the affordability of telecommunications for low-income consumers. The research project was split into two phases: the first phase assessed the adequacy of the Centrelink Telephone Allowance (CTA) and the second phase assessed the extent to which poverty affects the purchasing options of low income consumers. The research found there are many additional costs such as those due to making smaller purchases, reconnection costs and overdue payments. These additional costs are known as the poverty premium.

Read more: Connectivity Costs

What is Stan?

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

• Stan is owned by StreamCo, a joint venture of Nine Entertainment Co. and Fairfax Media.
  
  
• Stan produces some limited original content but most of its content is sourced from others.
  
  
• Subscriptions are based on a 30-day cycle and can be cancelled at any time.
  
  
• Stan allows you to play up to three videos on different devices at the same time.

How can I join and play videos using Stan?

To join Stan, you will need a credit or debit card:

1. Go to the Stan website
   
   
2. In the ‘30 day free trial’ section, enter your e-mail address in the box provided.
   
   
3. Select the ‘Start your free trial’ button.
   
   
4. Follow the on-screen prompts.
   

Note: If you do not want to be charged for using Stan, you will need to cancel before the end of your 30-day free trial.

To watch Stan, you will need a device that is:

• Connected to the internet
  
  
• Capable of running a web browser or a Stan app
  
  

Such devices can include:

• Smart TV
  
  
• Blu-ray player
  
  
• Game console
  
  
• Streaming media player
  
  
• Smartphone or tablet
  
  
• Desktop or laptop computer
  
  

Specific information can be found on the Stan Devices 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 Stan?

According to research conducted by Curtin University, Perth:

• Closed captions are available on some videos, first introduced in January 2016.
  
  
• Audio description is not available.
  
  
• 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 Stan?

Here are some tips and tricks provided by consumers that have used Stan 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.
  
  
• Searching and ‘CC’: to find a video with closed captions, perform a video search and look for the ‘CC’ icon in the search results. If the ‘CC’ icon is present, the video has closed captions.
  
  
• Enabling captions: captions can be turned on by selecting the ‘CC’ button on the video. This button will only display closed captions if they are available.

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 Netflix Australia, Presto, Quickflix and Foxtel Play.

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 Stan, you can go to:

• Stan Help
  
  
• Stan closed captions information
  
  
• Stan introduction of closed captions announcement
  
  

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.

 
Join the discussion on our Facebook Broadband Help group to share your experiences and connect with similar consumers.

Contact ACCAN at This email address is being protected from spambots. You need JavaScript enabled to view it. if you are unable to get a service, or if you are a provider who can offer consumers’ services.

If you are a Telstra customer you might benefit from the Telstra Access for Everyone Program.

The Access for Everyone program provides products and services to help people on a low income and people in financial hardship to stay connected to essential telecommunications services. Click on the link above to read more about what services and products might be available to you.

Download: ACCAN Magazine Issue 33 Spring 20191.52 MB

Download accessible version: ACCAN Magazine Issue 33 Spring 201934.54 KB 

Where do I go for help?                             

Disability Gateway: COVID-19

People with disability can contact the Disability Gateway to get free, fact-checked and private information and advice about COVID-19. They can also be referred to other support services if needed, including counselling and advocacy. The Disability Gateway can help families, carers and support workers, too.

To use the Disability Gateway, go to Disability Gateway or call 1800 643 787. The Disability Gateway phone line is available Monday to Friday, 8am to 8pm AEDT.

Read more: Disability Gateway

 [Watch on Youtube: Video will Autoplay. 
Remember: Use Wi-Fi to watch this if you can]

Read more: Choosing a Mobile Plan - Auslan

If you live in an urban area, it is likely that your home phone services will no longer be provided on Telstra’s network. Instead they will be provided over the NBN.

This means that even if you only want to keep your home phone service, you still need to connect to the NBN.

Read more: Connecting and Using Your NBN Home Phone Service