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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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Regional groups call for passage of Telecommunications Reform Package

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Passage of the Telecommunications Reform Package is a key step towards guaranteeing country communities access to reliable communications, according to the Regional, Rural and Remote Communications Coalition (RRRCC).

Due before the Senate in March, the Telecommunications Reform Package aims to provide improved access to broadband services across the country with an emphasis on regional, rural and remote areas. This would be made possible through the introduction of two separate Bills – the Telecommunications Legislation Amendment (Competition and Consumer) Bill 2019 and the Telecommunications (Regional Broadband Scheme) Charge Bill 2019.

New telco rules aim to stop scammers

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The Australian Communications Consumer Action Network (ACCAN) has welcomed the announcement of additional identity checks as a positive step towards protecting mobile phone users against scammers.

The introduction of the Australian Communications and Media Authority (ACMA)’s new Telecommunications (Mobile Number Pre-porting Additional Identity Verification) Industry Standard 2020 aims to prevent fraudulent number porting by requiring telcos to apply stronger identity checks before they transfer a mobile phone number to another provider.

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).