Date: 11-12 September 2019
Venue: Aerial UTS Function Centre, Sydney
ACCAN is constantly striving for improved, consumer-friendly, telecommunications services for all Australians. This year we celebrate a decade of bringing the consumer voice to the telco table.
ACCANect 2019 will provide an opportunity for consumers to reflect on the last 10 years of change in telecommunications and to hear about the challenges and triumphs that consumers have faced. We will also look to the future and hear from our guest speakers about the current trends and increase in demand for telecommunications services towards 2030.
Accanect2019 was sponsored by
Principal sponsor
Premium sponsor
Associate sponsors
Captioning sponsor
Tea Break sponsors
Download: 
Conference Program55.71 KB
Download: 
Conference Program5.02 MB
All videos have been uploaded in the form provided to ACCAN. Where a video is not captioned unedited transcripts as captured on the day are provided. All presentations have been converted to pdf from their original source in order to minimise download size; in all other aspects presentations remain as they were provided to ACCAN. ACCAN endeavours to supply all materials in an accessible format and will update this page with more accessible versions as they become available.
Day 1, Wednesday 11th September
Session 1: 8:55 – 9:25am
Welcome
MC: Julie McCrossin
Welcome to country: Cultural Representative, Metropolitan Local Aboriginal Land Council
Welcome address: Deirdre O’Donnell, Chairperson, ACCAN Board
Download: Transcripts Day 1 - Session 120.32 KB
Session 2: 9:25 – 9:30am
Minister for Communications, Cyber Safety and the Arts, the Hon. Paul Fletcher MP (video)
Newly appointed Minister for Communications, Cyber Safety, and the Arts, the Hon. Paul Fletcher MP provides a welcome for the conference participants via a video message.
Download: Transcripts Day 1 - Session 2 14.64 KB
Session 3: 9:30 – 9:50am
Keynote presentation – Matthew Lobb, General Manager, Fixed Capability - Vodafone
This session will outline some of the key issues from a Vodafone perspective for consumers and its customers specifically going forward.
9:50 – 10:00am
Q&A
Download: Transcripts Day 1 - Session 3 24.47 KB
Downlood: Day 1 - Session 3 Matthew Lobb Presentation2.4 MB
Session 4: 10:00 – 10:30am
Keynote - Consumer advocacy: Why we need it and why it works!
Presenter: Helen Wellings
Helen Wellings is a well-known ‘crusader for consumer rights’. Over her career, she has appeared on a range of national news, current affairs and radio programs. Helen also hosted and reported on the ABC’s consumer watchdog program, The Investigators, and is currently the National Consumer Affairs Editor for the Seven Network’s daily news.
Helen will reflect on her extensive experience reporting on consumer issues and the important role that consumer advocates play in creating better outcomes for consumers.
Download: Transcripts Day 1 - Session 430.35 KB
10:30 - 11:00am: Morning tea
Session 5: 11:00 – 11:20 am
Keynote presentation – Allen Lew, CEO, Optus
This session will outline some of the key issues from an Optus perspective for consumers and its customers specifically going forward.
11:20 – 11:30am
Q&A
Download: Transcripts Day 1 - Session 524.87 KB
Session 6: 11:30 – 12:20pm
Complaint resolution: what’s working and what’s next?
Interviewer:
Julie McCrossin
Panellists:
Judi Jones, Telecommunications Industry Ombudsman
Rose Webb, Commissioner for NSW Fair Trading
In this session, MC Julie McCrossin will lead an engaging conversation with representatives from some of Australia’s top complaint resolution bodies. Find out what issues are the most widespread and the proactive steps that these bodies are putting in place to ensure that complaints are heard and handled in a timely manner.
Download: Transcripts Day 1 - Session 635.6 KB
Download: Day 1 - Session 6: Rose Webb Presentation 852.12 KB
Session 7: 12:20 – 12:50pm
Reflecting on telecommunications regulation
Facilitator:
Teresa Corbin
Panellists:
Nerida O’Loughlin PSM – Chair, Australian Communications and Media Authority
Delia Rickard – Deputy Chair, Australian Competition and Consumer Commission
Regulation provides important safeguards for Australians. Join ACCAN CEO Teresa Corbin, ACMA Chair Nerida O’Loughlin and ACCC Deputy Chair Delia Rickard as they dive into how Australia’s telecommunications regulation framework protects telco consumers as well as the emerging challenges to the current framework.
Download: Transcripts Day 1 - Session 725.55 KB
Session 8: 12:50 – 1:00pm
Standards Australia and telecommunications
Presenter: Neidra Motha, Stakeholder Engagement Manager, Standards Australia
In this session the important role that standards play in providing consumer safeguards will be outlined, as well as the valuable contribution that consumer representation makes to telecommunications issues and Standards Australia.
Download: Transcripts Day 1 - Session 816.61 KB
Download: Day 1 - Session 8 Neidra Motha Presentation1.78 MB
1:00-2:00pm: Lunch
Session 9: 2:00 – 2:10pm
Digital Inclusion Index - Update
Interviewer: Julie McCrossin
Interviewee: Professor Julian Thomas, Director, RMIT Social Change Enabling Capability Platform
Digital inclusion is a complex and multi-dimensional issue involving technological, social and economic factors. The Digital Inclusion Index is an annual report which looks at how Australia is progressing in better digital inclusion. RMIT’s Julian Thomas will share insights from the latest release of this important research.
Download: Transcripts Day 1 - Session 920.09 KB
Session 10: 2:10 – 3:10pm
Affordable Broadband for All – No Australian Left Offline – The real cost
Julie McCrossin will interview a panel of experts who understand the impact affordability of services can have on connectivity. Panellists will share perspectives from experiences of consumers who are finding the cost of accessing broadband too high and what happens when someone just can’t afford to stay connected.
Interviewer: Julie McCrossin
Interviewees:
Julie Robinson, Project Co-ordinator, The Smith Family
Nan Bosler AM, President, Australian Seniors Computer Clubs Association
Joel Pringle, Advocacy Campaigner – Older Australians, The Benevolent Society
Lynda Edwards, Coordinator Financial Capability, Financial Counselling Australia
Sue Salthouse, Director, Didactic Enterprises
Download: Transcripts Day 1 - Session 1035.14 KB
Session 11: 3:10 – 3:25pm
Report back from indigenous focus day
Presenter: Christine Ross, Managing Director, Christine Ross Consultancy representing First Nations Media
In late June, Indigenous consumers came together in Alice Springs for the Frist Nations Media and ACCAN communications Indigenous Focus Day. This event is a forum for remote Aboriginal and Torres Strait Islander people and organisations to share experiences and ideas about the potential of internet connectivity and digital tools for themselves, their families and communities. Christine Ross, facilitator at this important event shares insights and areas for future action highlighted on the day.
3:25 – 3:30pm
Q&A
Download: Transcripts Day 1 - Session 1123.08 KB
Download: Day 1 - Session 11 Christine Ross Presentation1.75 MB
3:30 – 4:00pm: Afternoon tea
Session 12: 4:00 – 4:20pm
Reliable communications
Interviewer: Julie McCrossin
Interviewees:
Tanya Cameron OAM, National President, Country Women’s Association of Australia
Wendy Hick, Immediate Past President, Isolated Children’s Parents’ Association (Australia)
Communications is now an essential service for both consumers and businesses. If they fail, we face real consequences. Join our panellists as they share what having reliable communications means to them, and the impacts faced if these services are down.
4:20 – 4:30pm
Q&A
Download: Transcripts Day 1 - Session 1227.61 KB
Session 13: 4:30 – 4:35pm
Greens Spokesperson for Disability Rights and Services (video)
Senator Jordon Steele-John
We welcome a video message from Greens Senator Steele-John, outlining his perspectives on telecommunications and consumer issues.
Download: Transcripts Day 1 - Session 1314.34 KB
Session 14: 4:35 – 5:00pm
ACCAN Awards Presentation and 10 year reflection
Presenters:
Deirdre O’Donnell, ACCAN Chair
Chris Dodds, Deputy Chair
In this session ACCAN will recognise the contribution of many who have been a part of the first 10 years of ACCAN’s journey.
Download: Transcripts Day 1 - Session 1424.17 KB
5:00 – 7:00pm: 10 year celebration networking drinks in foyer
Day 2, Thursday 12th September
Welcome back: 8:55 – 9:00am
MC: Julie McCrossin
Session 1: 9:00 – 9:20am
Keynote presentation - Andrew Penn, CEO, Telstra
This session will outline some of the key issues from a Telstra perspective for consumers its customers specifically going forward.
9:20 – 9:30am
Q&A
Download: Transcripts Day 2 - Session 127.12 KB
Session 2: 9:30 – 9:50am
The Mobile Nation - The 5G future
Presenter: Chris Althaus, CEO, Australian Mobile Telecommunications Association
We are pleased to welcome Australian Mobile Telecommunications Association (AMTA) CEO, Chris Althaus to present on the 5G future. AMTA’s research report examines the productivity benefits that 5G will bring to the Australian economy.
9:50 – 9:55am
Q&A
Download: Transcripts Day 2 - Session 221.36 KB
Download: Day 2 - Session 2 Chris Althaus Presentation.pdf4.39 MB
Session 3: 9:55 – 10:00am
Shadow Minister for Communications, Michelle Rowland MP (video)
Shadow Minster for Communications Michelle Rowland will outline her perspectives about telecommunications and consumer issues in a video message.
Download: Transcripts Day 2 - Session 316.36 KB
Session 4: 10:00 – 10:20am
Keynote presentation - Gavan Williams, Executive General Manager - Products, NBN Co
The completion of the nbn build by the end of June 2020 puts NBN Co on a path to significantly lift Australia’s digital capability and unlock social and economic benefits for the nation.
10:20 – 10:30am
Q&A
Download: Transcripts Day 2 - Session 427.5 KB
Download: Day 2 - Session 4 Gavin Williams Presentation1.74 MB
Morning tea: 10:30-11:00am
Session 5: 11:00 – 11:20am
Keynote presentation – Kevin Russell, Group Managing Director & CEO, Vocus Group
This session will outline some of the key issues from a Vocus perspective for consumers its customers specifically going forward. Vocus providers include Dodo and iPrimus.
Download: Transcripts Day 2 - Session 522.87 KB
Session 6: 11:20 – 11:30am
Introduction to Accessible Telecoms
Presenter: Wayne Hawkins, ACCAN Director of Inclusion
ACCAN’s Director of Inclusion Wayne Hawkins leads a demonstration of the Accessible Telecoms project. This ground-breaking resource is a nation-wide disability telecommunications information service which provides information on the accessibility of mainstream and specialised telecoms equipment.
Download: Transcripts Day 2 - Session 619.41 KB
Session 7: 11:30am – 12:30pm
Small providers’ forum
Facilitator:
Teresa Corbin, ACCAN CEO
Panellists:
Russel Barnes, Founder, Better Life Mobile
Jeremy Way, CEO, Jeenee
David Joss, Managing Director, Southern Phone
Jock Graham, Managing Director, Wi-Sky
While most recognise the three big telco providers, Australia’s telco market has dozens of small providers. In this session, ACCAN CEO Teresa Corbin sits down with a range of these smaller providers to discuss how they operate and what they can provide to consumers.
Download: Transcripts Day 2 - Session 736.13 KB
Lunch: 12:30 – 1:15pm
Session 8: 1:15 – 1:30pm
Federation of Ethnic Communities’ Councils of Australia perspectives
Introduction: Julie McCrossin, MC
Interviewee: Peter Doukas, Senior Deputy Chairperson, Federation of Ethnic Communities’ Councils of Australia
Australia is a vast country with a wide variety of people who call it home. This session will explore the way that Australia’s ethnic communities communicate and how their telcos needs mirror or diverge from other communities across Australia.
1:30 – 1:35pm
Q&A
Download: Transcripts Day 2 - Session 823.3 KB
Session 9: 1:35 – 1:55pm
Regional, Rural and Remote Communications Coalition - Update
Presenter: Tony Mahar, CEO, National Farmers’ Federation
This session will take a look back at what the Regional, Rural and Remote Communications Coalition has achieved since forming in late 2016. With inputs from a wide variety of groups from education, to farming and agriculture, the RRRCC has made considerable progress in raising the profile of the communications needs of regional and remote Australians.
Download: Transcripts Day 2 - Session 9 922.66 KB
Download: Day 2 - Session 9 Tony Mahar Presentation.pdf1.75 MB
Session 10: 1:55 – 2:15pm
Privacy - A day in the life of data
Presenters: Lauren Solomon, CEO, Consumer Policy Research Centre
Consumer Policy Research Centre CEO Lauren Solomon presents findings from CPRC’s ”A Day In the Life of Data Report”. The report presents the personal data extracted from consumers each day, often without their full knowledge, understanding, or consent.
Download: Transcripts Day 2 - Session 1022.87 KB
Download: Day 2 - Session 10 Lauren Solomon Presentation.pdf1.89 MB
Session 11: 2:15 – 2:30pm
ACCAN grants program
Presenter: Tanya Karliychuk, ACCAN Grants and Research Manager
Speakers:
Dr Amber Marshall, QUT - Connectivity and digital inclusion in FNQ agricultural communities
Dr James Meese, UTS - Consumer rights to personal data
Each year, ACCAN funds a number of projects through the ACCAN Grants Program. In this session, two successful past applicants will share the results from their projects and insights gained during the process.
Download: Transcripts Day 2 - Session 1119.06 KB
Download: Day 2 - Session 11 Amber Marshall Presentation955.65 KB
Download: Day 2 - Session 11 James Meese Presentation323.54 KB
Session 12: 2:30 – 3:30pm
QandA Fast Forward to 2030 – What does the future look like for telco consumers?
Host: Elise Davidson, General Manager Strategic Communications, Australian Competition and Consumer Commission
Guests:
Elise Ball, Special Counsel, Maddocks Lawyers
Erin Turner, Director, Campaigns & Communications, CHOICE
Peter Doukas, Senior Deputy Chairperson, Federation of Ethnic Communities’ Councils of Australia
Lauren Solomon, CEO, Consumer Policy Research Centre
Christine Ross, Facilitator, Indigenous Focus Day
Sue Salthouse, Director, Didactic Enterprises
We’ve seen the telco space change at an unprecedented pace during ACCAN’s first 10 years. In this session, we look forward to what the next decade may hold for telco consumers. With insights from some of Australia’s most prominent consumer advocacy voices, this is a session not to be missed.
Download: Transcripts Day 2 - Session 1234.99 KB
Closing remarks: 3:30 – 3:40pm
Presenter: Teresa Corbin, ACCAN CEO
Conference close: 3:40pm
Afternoon tea 3:30 – 4:00pm
ACCAN AGM: 4:00pm
Download: Conference Program55.71 KB
Download: Conference Program5.02 M