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In 2016 ACCAN commissioned a follow-up to our 2014 Disability Mystery Shopping survey. Disappointingly, the results indicate that little has changed for consumers with disability in the intervening years. Telco sales staff have very little knowledge of products or services suitable for consumers with disability.

Despite industry initiatives to improve the availability of appropriate information after the 2014 survey consumers with disability continue to struggle to find relevant and useful information about mainstream telecommunications products.

ACCAN is continuing to encourage providers to do better and is also raising awareness about this ‘knowledge vacuum’ in our consultations with industry, the ACMA and policy makers.

Download: pdfACCAN Mystery Shopping Analysis Report 2017841.67 KB