Consumers need clear information about broadband speeds
The Australian Communications Consumer Action Network (ACCAN) believes that consumers need more information on broadband speeds and that this information should be clear and presented upfront. Broadband performance issues are the highest growing area of consumer complaints to the Telecommunications Industry Ombudsman, and ACCAN is regularly contacted by consumers about unusable broadband services.
ACCAN’s submission to the ACCC’s consultation on broadband speed claims highlights that information provided to consumers about broadband speeds is often confusing and can also be misleading as claimed speeds frequently don’t match reality.
Broadband speed claims – what's happening overseas?
Similar to the ACCC’s consultation on broadband speed claims, regulators in other countries are trying to ensure that ISPs deliver on their broadband speed claims.
In the UK, the regulator is considering forcing broadband and mobile operators to pay automatic compensation to customers when services fail or when they are suffering slow speeds.
USO needs to guarantee essential communications services
In its submission to the Productivity Commission’s review of the Universal Service Obligation (USO), the Australian Communications Consumer Action Network (ACCAN) has proposed an expanded scope for the USO, broader affordability measures and changes to ensure greater inclusion for people with a disability. The proposed changes would ensure that all consumers have access to essential communications services.
The current USO only guarantees supply of a standard telephone voice service. ACCAN believes this scope must be broadened to also guarantee data services, essential content (education and government services) and include service guarantees for connection, fault repairs and reliability standards.