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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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Small businesses lodging greater share of telco complaints

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New complaints data highlights the growing impact that unreliable telco services have on small businesses, according to the Australian Communications Consumer Action Network (ACCAN).

The Quarter 2 Complaints report released today by the Telecommunications Industry Ombudsman (TIO) shows that while overall phone and internet complaints are declining, the percentage of complaints coming from small businesses continues to increase.

Telco reliability framework remains a work in progress: ACCAN

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Telco customers will benefit from clearer communication from their providers; however, further efforts will be needed to protect consumers against unreliable telco services, according to the Australian Communications Consumer Action Network (ACCAN).

Released today, the Morrison Government’s Consumer Safeguards Review Part B report provides a high-level framework that aims to address reliability issues of telco services at the wholesale and retail level.

Telcos must pass on NBN improvements to consumers: ACCAN

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Telcos must play their part if consumers are to benefit from changes to NBN Co’s wholesale pricing and data capacity, according to the Australian Communications Consumer Action Network (ACCAN).

Changes announced today by NBN Co will give telcos more flexibility in what they can offer their customers, starting with a reduction in the wholesale price of a modified 25Mbps service from December 2019. Importantly, these changes to 25Mbps services will affect both fixed line and fixed wireless plans, which mean that households in both metropolitan and regional areas should be able to benefit from cheaper broadband and better options. However, this is entirely dependent on telcos passing the changes on to their customers.

Australians lose $15M per year to missed NBN appointments

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Missed NBN appointments are costing Australians over $15 million per year in lost time, according to analysis from the Australian Communications Consumer Action Network (ACCAN).

The staggering financial impact of NBN Co’s 320 missed appointments per day1 was revealed in ACCAN’s response to the ACCC’s draft decision on the NBN wholesale service standards inquiry.

Urgent need to address broadband affordability: ACCAN

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NBN Co’s proposed wholesale pricing changes are unlikely to meet the needs of consumers, according to the Australian Communications Consumer Action Network (ACCAN).

In September, NBN Co released a consultation paper to the telco industry that aimed to increase the number of households connected to the NBN. While the proposals outlined in this paper show that NBN Co is listening to ACCAN’s concerns about the current wholesale pricing arrangements, there is still considerable work to be done to ensure that consumers’ needs and expectations of their home broadband service are met.

“While we’re pleased that NBN Co has acknowledged broadband affordability is an important issue for many Australians, we’re concerned their proposals will not address this vital problem,” said ACCAN CEO, Teresa Corbin.

Growth of internet issues reinforces need for reliability safeguards

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The increase in complaints about internet services to the Telecommunications Industry Ombudsman (TIO) highlights the need for greater reliability safeguards, says the Australian Communications Consumer Action Network (ACCAN).

The TIO’s quarterly report shows that of the 32,801 complaints they received from 1 July– 30 September 2019, the majority (33 per cent) were related to internet issues. This is a 4 per cent increase from the same period last year.

Telco complaints falling, but serious issues remain

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The Australian Media and Communication Authority’s reported drop in telco complaints shows that consumers are starting to benefit from increased industry regulation and new complaint handling rules, according to the Australian Communications Consumer Action Network (ACCAN).

ACCAN welcomes new mobile-porting regulation

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Woman using a mobile phone The Australian Communications Consumer Action Network (ACCAN) welcomes the Minister for Communications, Cyber Safety and the Arts’ announced changes to the regulation of mobile-porting in Australia’s telco sector.

Fraudulent mobile number porting happens when a scammer uses consumers’ personal details to port their mobile number from one provider to another.

Fall in TIO complaints shows power of regulation

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The fall in complaints to the Telecommunications Industry Ombudsman (TIO) highlights the positive power of effective industry regulation, according to the Australian Communications Consumer Action Network (ACCAN).

Complaints data published today in the TIO’s Annual Report 2018-2019 shows that complaints about phone and internet services fell 21.1 per cent in the last financial year. Among these 132,387 complaints, the TIO identified over 50 possible systemic issues, of which over a third were refer to regulators.