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. 

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Australian Communications Consumer Action Network (ACCAN) has today launched Australia’s first independent information resource for telecommunications products suitable for people with disability.

Known as the Accessible Telecoms project, the interactive website and call centre will be the much needed one-stop shop for information about the accessibility features of both mainstream and assistive telecommunications equipment suitable for people with disability. It is made possible thanks to a National Readiness grant from the National Disability Insurance Agency (NDIA).

As Australia’s peak body representing communications consumers, ACCAN has been advocating for a service that will eliminate the growing information vacuum about equipment and services suitable for people with disability in our increasingly digitally connected society.

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RRRCCThe Regional, Rural and Remote Communications Coalition (RRRCC) welcomes the recommendations of the Joint Standing Committee on the National Broadband Network’s inquiry into the rollout of the NBN in rural and regional areas.

In December 2017, the bipartisan committee announced that it would conduct a review of the NBN, focusing on the capacity and reliability of NBN satellite, fixed wireless and fixed line networks.

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RRRCCThe Regional, Rural and Remote Communications Coalition (RRRCC) welcomes the proposals flagged in a Department of Communications and the Arts consultation paper which focuses on the reliability of telecommunications services.

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complaint imageThe Australian Communications Consumer Action Network (ACCAN) welcomes today’s release of the Federal Government’s report on Complaints Handling and Consumer Redress in the telecommunications industry.

As Australia’s peak body representing telecommunications consumers, ACCAN has argued that better regulation in telecommunications is needed to safeguard the interests of consumers. The Government’s report acknowledges this need.

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06 Our Broadband Future FarmerThe Regional, Rural and Remote Communications Coalition (RRRCC) has welcomed the launch of the new Sky Muster Plus service, that will see essential internet uses, such as browsing, email and software updates, exempt from monthly data allowances.

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Man on phoneThe Australian Communications Consumer Action Network (ACCAN) is frustrated to see that complaints to the Telecommunications Industry Ombudsman (TIO) have increased overall in the annual report. While we acknowledge the trend is beginning to change direction1, it is important to note this is the third consecutive year that consumers have voiced discontent with the services provided by their telco. This demonstrates a clear need for improved customer service and consumer protections.

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Woman with billACCAN welcomes the ACCC’s announcement today that Telstra has refunded $9.3 million to 72,000 customers who were misled about third-party billing charges under its “Premium Direct Billing’ (PDB) service. However, the consumer advocacy group argues that further consumer safeguards are needed to prevent bill shock and consumer harm from occurring in the first instance.


“We are pleased to hear that 72,000 Telstra mobile customers will be refunded for content such as games and ringtones that they unknowingly purchased. We have seen that unexpected charges continue to be an issue for Australian mobile consumers and contribute to mobile bill shock,” said Teresa Corbin, ACCAN CEO.

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Midas Touch ImageSmartphone technology now essentially allows us to carry a computer in our pocket, but what happens to all of the data that is collected while we go about our normal daily lives? A new report by Australian Communications Consumer Action Network (ACCAN) examines the implications of the advancements in smartphone biometric data capturing capabilities for Australian consumers.

The use of biometrics in smartphones such as finger print scans and facial recognition have been promoted as a simpler and more secure alternative to traditional security options such as PINs or passwords. While these more modern alternatives offer greater convenience, ACCAN’s new report ‘Midas Touch: Consumer Implications of the Use of Smartphone Biometric Data Capturing Capabilities’ argues consumers must be aware that they are not entirely secure.

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Teresa Corbin, ACCAN CEO, and Mitch Fifield, Minister for Communications and the ArtsThe Australian Communications Consumer Action Network (ACCAN) welcomes the reappointment of Senator the Hon Mitch Fifield to the position of Minister for Communications and the Arts in Prime Minister Morrison’s newly formed Cabinet.

“As the peak body responsible for representing all Australian telecommunications consumers, ACCAN looks forward to continuing to engage with Minister Fifield and his office to ensure better outcomes for consumers and small businesses,” said Teresa Corbin, ACCAN CEO.

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Peak communications consumer group, the Australian Communications Consumer Action Network (ACCAN), has released a report, called Can You Hear Me?, on the customer service provided by 10 telco providers.

Major findings are that consumers are unimpressed by the amount of time they spend getting a resolution to a telco issue. It takes an average of 13 days, but for those with harder to resolve issues averages blow out to 2 months. The results confirm customer experiences of having to contact providers multiple times about an issue, repeatedly explaining the problem, and disappointing levels of first contact resolution. It also shows that escalating an issue to a formal complaint can be difficult.

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ACCAN welcomes the release today of the public comment draft Telecommunications Consumer Protections Code, but says it doesn’t go far enough in providing adequate consumer protections for today’s telecommunications landscape.

The Telecommunications Consumer Protections (TCP) Code has been released for public comment by peak industry body Communications Alliance. Submissions are due by August 10.

The Code sets out requirements for Retail Service Providers (RSPs) relating to sales, customer service, contracts, billing, credit and debt management, financial hardship, transfers between providers and the compliance framework. It is a key component in the consumer protection framework for the telecommunications industry.

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The consumer movement has expressed strong concerns at Government proposals to reduce the remit of the Telecommunications Industry Ombudsman.

‘One of the vital elements in the consumer protection regime is the Telecommunications Industry Ombudsman scheme. It is fundamentally important to have a robust, well-resourced, independent way for consumers to resolve complaints, to help them sort out the many problems they experience with telecommunications providers’ said ACCAN CEO Teresa Corbin.

‘The TIO has been delivering well for consumers, so it would be a backward step if the Government’s review resulted in changes that diminished its role and made complaints more difficult to resolve from a consumer perspective’.