The COVID-19 pandemic and its associated restrictions, both domestically and internationally, had an impact on telco customer service arrangements. For example, some telcos had to close some of their stores during COVID-19 restrictions, and extended wait times were more likely when contacting telco customer support teams via phone or instant chat. Telcos asked customers to use self-service channels (such as the My Optus app, the Telstra 24x7 app, or MyVodafone) to trouble-shoot their issues where possible.

Read more: Changes to Customer Service Arrangements

These guides are designed to help you understand how to get your home or small business phone, mobile and internet connected, and how to get help if there are problems with your service.

Talking Telco also includes great tips for saving money on your phone and internet service and how to stay safe online.

Your Internet and Home Phone

Learn how to get connected to an NBN phone or internet plan and how to get help if things go wrong.  If you need a satellite service you can download the Sky Muster Guide.

Your Mobile

Need help choosing a plan? Want to learn how to solve common problems? Find help here.

Your Telco Rights

Can’t afford your bill? Want to make a complaint? Learn about your rights as a telco consumer.

Your Digital Safety

Tips to help keep yourself safe online and over the phone.

Your Money Saving Guide

Tips to help you cut costs on your phone and internet plans.

Your Small Business Guide

Phone and internet advice tailored for small businesses.

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Read more: Can't Afford My Bill - Auslan

Once you have chosen an NBN home internet plan, your telco will organise to have your home connected to the NBN.

Getting connected may differ depending on your home and the area you live in.

Read more: Connecting and Troubleshooting Your NBN Home Internet Service

Data and internet use

Track your usage

To avoid excess usage charges or running out of data, it’s important to know how much data is included with your phone plan. Once you know your data allowance, you can set a usage limit on your mobile phone. This can be done in your phone’s settings.

Read more: Using Your Mobile Phone

Phone and internet bills can quickly add up. To help you keep costs down, we’ve pulled together our top mobile and broadband money saving tips.

Read more: Mobile and Internet Money Saving Tips

This tip sheet is available in:

Arabic - Choosing a Mobile Plan390.24 KB

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Vietnamese - Choosing a Mobile Plan346.66 KB

Read more: Choosing a Mobile Plan - Information in other languages

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ACCAN is committed to advancing the interests of consumers through enhancements to consumer protection arrangements. Sound consumer protections are necessary to allow consumers to engage confidently in the communications market.

ACCAN’s work and commitment to ongoing engagement with stakeholders will drive strengthened consumer protections through the direct regulation of consumer protections. Some current issues in this policy priority include the adequacy of consumer protection arrangements for financial hardship, credit assessment and domestic and family violence.

Ian Binnie has been an individual member of ACCAN since its inception and also one of the predecessor organisations the Consumers Telecommunications Network (CTN). Ian joined CTN soon after he retired from a long career in the telecommunications industry. He is a great supporter of consumer representation activities in the telecommunications industry.

For general enquiries email:
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ACCAN’s purpose is to work for “communications services that are trusted, inclusive, accessible and available for all.” Our Strategic Plan can be viewed at accan.org.au/about-us/reporting/strategic-plan.

In 2021-22 ACCAN will be focused on the following priority areas, informed by the impact of COVID-19 lockdowns on consumers’ use of communications services and the need for accessible and easy-to-understand consumer education and information about communications issues. At the same time, we will be responsive to emerging issues, and engage with government and industry consultations in areas of significance for telecommunications consumers, including the converging areas of media, broadcasting and digital platforms.

Our policy priorities are developed in close consultation with ACCAN members, and are informed by our knowledge and analysis of the communications market.

Read more: Policy Priorities 2021-22

Many companies offer gift cards as a convenient way for customers to purchase apps, books, movies, and video games from app stores. But as convenient as gift cards are for consumers, they are just as attractive to scammers who present them as legitimate payment methods in sophisticated scam scenarios.

Don’t be misled by these scams. Gift cards can only be used at the company they were issued for, not as payments for other goods, services, bills, or fines. If anyone ever asks you to pay them for anything in gift cards, it’s a scam. You should never be asked to share your gift card codes with anyone.

Read more: Protecting Yourself from Gift Card Scams

New research from the Australian Communications Consumer Action Network (ACCAN) has revealed that almost three in four Australians agree that it needs to be easier to make a complaint and to get their issues resolved when dealing with digital platforms such as Facebook, WhatsApp, eBay, and Service NSW.

A nationally representative survey of 1,000 Australians conducted by the peak body for communications consumers using Ipsos’ Digital Omnibus online survey found that 74% of respondents think that it needs to be easier for people to make a complaint, and 78% think that it needs to be easier for people to get their issues resolved on digital platforms. Digital platforms were defined as websites and apps such as social media, Government online services, job search sites, dating apps, messaging apps and online marketplaces. ACCAN’s polling also shows that 60% of Australians feel there’s not much they can do when something goes wrong online. 

Read more: Digital Platforms and the Consumer Experience in Australia

If you forget to renew your domain name, someone else may take it. Even worse, a cybercriminal could snatch it up.

Read more: Managing Your Website Domain and Keeping It Secure

Desktop computers - Tasmania

ACCAN has developed a resource which provides a series of guidelines on how to make publications, presentations, meetings and documents accessible for people with disability.

Download:  Accessibility Best-Practice Resources4.65 MB

Download:  Accessibility Best-Practice Resources271.91 KB

Read more: Accessibility Best-Practice Resource

ACCAN has today released our Independent Plan Comparison Tool (IPCT) Policy Position. Developed in consultation with consumers and other stakeholders, this position outlines the rationale for an IPCT for the telecommunications sector. 

The IPCT should:

Read more: Independent Plan Comparison Tool

Digital Literacy Foundation

Working towards universal digital inclusion is critical. In partnership with local Council and community organisations, this project will operate locally-based, face-to-face digital mentoring services for people in the Hawkesbury region. Workshops will build on a successful pilot program focused on increasing consumers’ access to online information, communications products, and services.

With many services digitised, older Hawkesbury residents are increasingly isolated, as the region’s rivers, bushland, unsealed roads, and devastation following fires (2019) and multiple floods (2022) has reduced access to physical services. The Hawkesbury region has a higher proportion of 50 to 84-year-olds than Greater Sydney (Census 2021), a group which, according to the Australian Digital Inclusion Index, are more likely to experience digital exclusion. The program aims to improve access to communication channels with community, family and government, including telehealth, and provide opportunities for increased social connectedness, and participation in online social and economic activities.

Read more: In progress! Hawkesbury Digital Mentoring Program

Period: 1 March – 31 May 2023

Read more: Quarter 4, FY22-23

Read more: Sally Brindal

Delegate resources from Google

The Australian Government is currently reviewing the future of the Universal Service Obligation (USO) beyond 2024. This blog post aims to answer some of the general questions consumers may have about this important consumer protection.

Read more: Better Delivery of Universal Services: Having Your Say on the USO

The Australian Communications Consumer Action Network (ACCAN) is glad to announce the launch of the Affordable Devices service, an extensive database of retailers and organisations which help consumers access free or low-cost mobile phones, laptops, tablets and desktops.

Affordable Devices is a result of research commissioned by ACCAN. It lists sources of low-cost devices, filtered by the State or Territory in which they are based, and provides detail as to whether the listed website is screen reader-friendly.

Read more: New Affordable Devices service to help consumers meet costs of connectivity