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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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ACCAN welcomes broadband advertising guidance

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ACCAN welcomes the ACCC’s guidance to retail service providers (RSPs) on broadband speed claims released today. The guidance should help clear up the consumer confusion around broadband speeds. The informative labels that the ACCC has suggested (basic evening speed, standard evening speed, standard plus evening speed and premium evening speed) will help consumers better understand the speeds they can expect from their services, and provide a useful guide on what level of service performance they are buying.

“At the moment consumers are unable to tell what speed they can expect from a service during busy periods,” said ACCAN CEO, Teresa Corbin. “The ACCC’s advice to RSPs to focus their marketing on speed performance during busy periods will help consumers to know what speeds their services will actually deliver during peak times.

Unexpected mobile charges may be costing consumers millions

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A new survey, commissioned by the Australian Communications Consumer Action Network (ACCAN), has revealed that 12 per cent of respondents experienced unexpected third party charges on their mobile phone bills in the last six months.

“Applied to the mobile customer base of Telstra, Optus and Vodafone, this 12 per cent equates to almost 1.9m people who could have received unexpected charges on their mobile bills. We estimate that collectively, consumers may have been charged as much as $20m unexpectedly in the last six months*,”said ACCAN Director of Policy, Una Lawrence. “ACCAN is calling for better protections to be put in place so that consumers don’t get caught out with unexpected charges on their mobile bills.”

The ACCAN survey found people are buying apps, games, entering competitions, getting news updates and voting on TV shows and charging it to their mobile accounts. While this may suit some consumers, just under 50 per cent of respondents were unaware their phone could be used this way. Over a third who had incurred unexpected charges reported that they weren’t informed, didn’t consent to or confirm the charge, or understand how or how much they would be charged.

ACCAN voices concerns about proposed changes to the NRS

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The Government’s commitment to providing the National Relay Service (NRS) into the future is welcomed, however, ACCAN is concerned about the lack of provision to increase funding even though new relay options were introduced over the last three years.

“The NRS has been a critical communications channel for Australians who are Deaf, hearing-impaired or speech-impaired for more than two decades and it continues to be an essential service for many consumers,” said ACCAN Disability Policy Advisor, Wayne Hawkins.

“The introduction of video relay, SMS relay, two-way internet relay, the NRS app and captioned telephony has made Australia’s National Relay Service a worlds-best service for people who are Deaf, hearing-impaired or speech-impaired and it should be applauded.

Broadband wins for regional consumers but reliable telephone services remain a concern

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The Telecommunications Reform Package legislation, introduced to Parliament today, includes a guarantee for all premises to access broadband services.

National Farmers’ Federation Chief Executive, Tony Mahar said the legislation was a win for the Regional, Rural and Remote Communications Coalition and the consumers it represented.

"This is a significant first step to ensuring all premises across the country have access to broadband services, capable of at least 25Mbps per second download and 5Mbps upload speeds."

Mr Mahar said the Coalition was glad to see other improvements to the Bill, which aim to stop the handballing of complaints between network and internet providers and to get complaints addressed more quickly.

"The bill also allows regional services to be funded sustainably and transparently into the future with the Regional Broadband Scheme.

Big consumer wins in Telco Reform Package legislation

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The Australian Communications Consumer Action Network (ACCAN) welcomes changes to the Telecommunications Reform Package legislation introduced into Parliament today as a big win for all consumers. A number of ACCAN’s concerns will be addressed by the legislation as it contains improved consumer protections.

In particular, ACCAN is pleased to see these changes:

  • Statutory Infrastructure Provider provisions will now ensure that all premises can access a network capable of delivering peak retail plans of 25Mbps download speed and 5Mbps upload speeds.
  • That no areas will be exempt from the provision.
  • Voice capability will be ensured over fixed line and fixed wireless areas.

The Regional Broadband Scheme, which is also included in the legislation, will ensure regional services are funded sustainably and transparently. There are economic and societal benefits in having everyone connected, therefore ensuring that broadband services are funded sustainably into the future is vital.

ACCAN calls for more accessibility on free-to-air TV

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The Australian Communications Consumer Action network (ACCAN), with support from Disability Discrimination Commissioner, Alastair McEwin, calls on the Turnbull Government to increase access services for people of all abilities across free-to-air television – which is still our foremost medium for news, information and entertainment. ACCAN is calling for increased captioning across free-to-air multi-channels (like Go and 7Mate) and for the introduction of 14 hours of audio description on ABC and SBS. The call for more accessible television coincides with Global Accessibility Awareness Day.

“The government’s recently announced proposal to eliminate television broadcast licence fees, resulting in a $90 million per year windfall for broadcasters, should be contingent on broadcasters providing greater access services for viewers with disability,” said ACCAN Disability Policy Advisor, Wayne Hawkins. “We have been told for many years that these access services are just not sustainable from both the industry and the government. However, this huge windfall should allow broadcasters to finally make television more accessible to Australians.”

ACCAN supports ACCC draft decision to not declare domestic mobile roaming

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The Australian Communications Consumer Action Network (ACCAN) welcomes the ACCC’s draft decision to not declare a wholesale domestic mobile roaming service. In its submission to the ACCC Inquiry, ACCAN questioned whether regulated domestic roaming would result in better mobile coverage and improved competition in regional, rural and remote areas. ACCAN notes the ACCC’s finding that there is insufficient evidence that declaring domestic mobile roaming would lower prices for rural and regional consumers.

“ACCAN is a strong advocate for better mobile coverage and improved competition in regional and rural areas,” said ACCAN CEO, Teresa Corbin. “Consumers and small businesses in regional, rural and remote areas want additional coverage where they live, work and travel. It’s unclear whether declaring domestic mobile roaming would achieve this.

ACCAN highlights need for service standards to Joint Standing Committee on NBN

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The Australian Communications Consumer Action Network (ACCAN) appeared before the Joint Standing Committee on the National Broadband Network in Melbourne today to highlight the need for service standards and to present solutions to problems faced by consumers in the NBN rollout.

“It is fair to say that for a number of consumers the rollout has not been seamless,” said ACCAN CEO, Teresa Corbin. “The NBN is a large project that affects most Australians. The problems faced by consumers have been wide ranging from confusion and misconceptions about what NBN is, to overcoming difficulties in getting and using services.

“To ensure services meet consumer needs, both in the medium and long term, access to a network needs to be guaranteed in legislation. The service and underlying network also need to meet customer service standards. The responsibilities for the network provider and the retailers need to be clear. This would help to stop the finger pointing about who is to blame when services are not working and get resolutions more quickly for consumers.”

Broadband speed report card welcomed by bush communications coalition

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The Regional, Rural and Remote Communications Coalition (RRRCC) has welcomed a new broadband performance monitoring program to be administered by the Australian Competition and Consumer Commission (ACCC).

Announced last Friday, the program will see Australian consumers receive independent information about broadband speeds based on feedback from remote testing at more than 4000 households.

“This is a welcome measure and we congratulate the Australian Government on the initiative," Australian Communications Consumer Action Network (ACCAN) CEO, Teresa Corbin said.

“The top complaint about internet services to the Telecommunications Industry Ombudsman (TIO) is in relation to faulty services and slow speeds, indicating there is a gap between consumer expectations of how their services will perform, and actual performance.

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