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In mid-2014 ACCAN commissioned disability mystery shopping research to identify the amount of information and the ease of accessing information about telecommunications products and services from the major telcos: Telstra, Optus, Vodafone, iiNet and TPG. Disappointingly, as anecdotal reports had foreshadowed, the results we received were not good.

No one company performed significantly better or worse than any other. Overall the results for each of the companies surveyed indicated it is very difficult to get information from telco sales staff about products and services appropriate for consumers with disability. The good news is that Telstra, Optus and Vodafone have implemented initiatives to ensure that consumers with disability can easily access information about available products and services which meet their needs.

For more information on accessible products and services, visit ACCAN's Disability Portal.

docxACCAN Disability Mystery Shopping report - 2014.docx84.57 KB

pdfACCAN Disability Mystery Shopping report - 2014.pdf295.47 KB