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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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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.

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.

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).

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.

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.

A report released today by the nation’s independent infrastructure advisor, Infrastructure Australia, affirms ACCAN’s position that home broadband is unaffordable for many households.

As Australia’s voice for phone and internet users, ACCAN has highlighted the need for more affordable home broadband options for Australian consumers. The 2019 Australian Infrastructure Audit supports this view, describing telecommunications as essential to participating in society, however noting that there are “challenges that must be overcome to ensure that no Australian is left behind in the digital world, in terms of digital literacy, access and affordability.”

The Australian Communications Consumer Action Network (ACCAN) has called for greater reliability safeguards after data from the ACMA shows unreliable telco services are driving hundreds of thousands of complaints.

In a report released this morning, the ACMA revealed that 448,470 complaints were filed by unhappy telco consumers in the quarter to December 2018. Taking into account the number of telco services in operation across the country, this equals 108 complaints per 10,000 services – a 10.2 per cent increase since the previous quarter.

Man and woman looking at bill, distressed

The revised Telecommunications Consumer Protection (TCP) Code fails to adequately protect telco consumers, according to consumer groups.

Despite consultation with the telco industry and regulator, consumer groups including ACCAN, Consumer Action Law Centre, WEstjustice, Financial Counselling Australia, Financial and Consumer Rights Council, Financial Rights Legal Centre, Money Mob, and HK Training and Consultancy, consider that the new TCP Code does not provide strong enough consumer protections.

Australia’s peak communications consumer advocacy group, the Australian Communications Consumer Action Network (ACCAN), has today announced the seven successful projects that it will fund through the 2019 Round of the ACCAN Grants Program.


The ACCAN Grants Program funds projects to undertake research on telecommunications issues, represent telecommunications consumers, and create educational tools which empower consumers to understand telecommunications products and services and make decisions in their own interests.

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