![ACCAN logo [Link: ACCAN homepage]](/images/banners/ACCAN_sitel0go.png)
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.
Sign up for ACCAN's weekly newsletter to have these news items sent to your email address each week.
[ List view | Detailed view ]
Telcos Need to Improve Customer Service, TIO Complaints Show
- Details
The Australian Communications Consumer Action Network (ACCAN) is frustrated to see that complaints to the Telecommunications Industry Ombudsman (TIO) have increased overall in the annual report. While we acknowledge the trend is beginning to change direction1, it is important to note this is the third consecutive year that consumers have voiced discontent with the services provided by their telco. This demonstrates a clear need for improved customer service and consumer protections.
Read more: Telcos Need to Improve Customer Service, TIO Complaints Show
ACCAN welcomes Telstra’s refunds to customers misled about third-party billing
- Details
ACCAN welcomes the ACCC’s announcement today that Telstra has refunded $9.3 million to 72,000 customers who were misled about third-party billing charges under its “Premium Direct Billing’ (PDB) service. However, the consumer advocacy group argues that further consumer safeguards are needed to prevent bill shock and consumer harm from occurring in the first instance.
“We are pleased to hear that 72,000 Telstra mobile customers will be refunded for content such as games and ringtones that they unknowingly purchased. We have seen that unexpected charges continue to be an issue for Australian mobile consumers and contribute to mobile bill shock,” said Teresa Corbin, ACCAN CEO.
Read more: ACCAN welcomes Telstra’s refunds to customers misled about third-party billing
Biometrics and the Changing Face of Consumer Smartphone Security
- Details
Smartphone technology now essentially allows us to carry a computer in our pocket, but what happens to all of the data that is collected while we go about our normal daily lives? A new report by Australian Communications Consumer Action Network (ACCAN) examines the implications of the advancements in smartphone biometric data capturing capabilities for Australian consumers.
The use of biometrics in smartphones such as finger print scans and facial recognition have been promoted as a simpler and more secure alternative to traditional security options such as PINs or passwords. While these more modern alternatives offer greater convenience, ACCAN’s new report ‘Midas Touch: Consumer Implications of the Use of Smartphone Biometric Data Capturing Capabilities’ argues consumers must be aware that they are not entirely secure.
Read more: Biometrics and the Changing Face of Consumer Smartphone Security
ACCAN welcomes Federal Cabinet announcement
- Details
The Australian Communications Consumer Action Network (ACCAN) welcomes the reappointment of Senator the Hon Mitch Fifield to the position of Minister for Communications and the Arts in Prime Minister Morrison’s newly formed Cabinet.
“As the peak body responsible for representing all Australian telecommunications consumers, ACCAN looks forward to continuing to engage with Minister Fifield and his office to ensure better outcomes for consumers and small businesses,” said Teresa Corbin, ACCAN CEO.
Disappointing Report Card on Telco Customer Service
- Details
Peak communications consumer group, the Australian Communications Consumer Action Network (ACCAN), has released a report, called Can You Hear Me?, on the customer service provided by 10 telco providers.
Major findings are that consumers are unimpressed by the amount of time they spend getting a resolution to a telco issue. It takes an average of 13 days, but for those with harder to resolve issues averages blow out to 2 months. The results confirm customer experiences of having to contact providers multiple times about an issue, repeatedly explaining the problem, and disappointing levels of first contact resolution. It also shows that escalating an issue to a formal complaint can be difficult.
Read more: Disappointing Report Card on Telco Customer Service
Draft Telecommunications Consumer Protections Code released for public comment
- Details
ACCAN welcomes the release today of the public comment draft Telecommunications Consumer Protections Code, but says it doesn’t go far enough in providing adequate consumer protections for today’s telecommunications landscape.
The Telecommunications Consumer Protections (TCP) Code has been released for public comment by peak industry body Communications Alliance. Submissions are due by August 10.
The Code sets out requirements for Retail Service Providers (RSPs) relating to sales, customer service, contracts, billing, credit and debt management, financial hardship, transfers between providers and the compliance framework. It is a key component in the consumer protection framework for the telecommunications industry.
Read more: Draft Telecommunications Consumer Protections Code released for public comment
Consumer concern at Federal Government review of telco Complaints Handling
- Details
The consumer movement has expressed strong concerns at Government proposals to reduce the remit of the Telecommunications Industry Ombudsman.
‘One of the vital elements in the consumer protection regime is the Telecommunications Industry Ombudsman scheme. It is fundamentally important to have a robust, well-resourced, independent way for consumers to resolve complaints, to help them sort out the many problems they experience with telecommunications providers’ said ACCAN CEO Teresa Corbin.
‘The TIO has been delivering well for consumers, so it would be a backward step if the Government’s review resulted in changes that diminished its role and made complaints more difficult to resolve from a consumer perspective’.
Read more: Consumer concern at Federal Government review of telco Complaints Handling
New Standards Welcomed by Consumers
- Details
ACCAN welcomes the ACMA’s release of the Service Continuity and Consumer Information Standards.
‘These are important safeguards that will help make the move to NBN-based services easier for consumers, and ACCAN has been calling for such measures for some time’ said Teresa Corbin, ACCAN CEO. ‘Many consumers have contacted us about a range of frustrating experiences as they try to navigate their way between their retail telco and NBN. We welcome these measures, which we believe will go some way to reducing these problems’
Rural Regional and Remote Communications Coalition (RRRCC) welcomes further work on mobile blackspots
- Details
The Rural Regional and Remote Communications Coalition (RRRCC) has welcomed today’s announcement by the Regional Communications Minister, Senator Bridget McKenzie that there will be a fourth round of the Mobile Blackspots Program.
“Despite initial disappointment that further funding was not available in this year’s Federal Budget, we are delighted that the Government has made this important announcement today," National Farmers' Federation (NFF) President Fiona Simson said.