Conference delegates networking at ACCANect - Equipping consumers to stay connected

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All videos and presentations have been uploaded in the form provided to ACCAN.  Where a video is not captioned unedited transcripts as captured on the day are provided.  ACCAN endeavours to supply all materials in an accessible format and will update this page with more accessible versions as they become available.


The digital world can be very complex and challenging for consumers to navigate. ACCAN’s goal is available, affordable and accessible communications services for all Australians. As part of the National Year of Digital Inclusion, the ACCANect Conference focused on how to empower consumers to get and stay connected to the phone and broadband services they need.

ACCANect provided opportunities for consumers, providers and government representatives to get up to speed on what’s available now and what’s over the horizon.

As well as debates and discussion, ACCANect provided practical tools for those attending to improve their own connectivity. We looked at some of the latest research as well as successful initiatives both here and overseas to promote and improve connectivity. The program sessions are outlined below.

ACCAN would like to thank delegates, speakers, and our sponsors for making ACCANect 2016 an incredibly valuable experience and improving the telecommunications landscape in Australia.


Day 1, Wednesday 14th September

Registration from 8.30am

Opening Session

9:00 – 9:20am

Julie McCrossin

Welcome Address
Johanna Plante 
Chairperson - ACCAN Board

Welcome to Country  
Uncle Chicka Madden
Cultural Representative - Metropolitan Local Aboriginal Land Council

Transcript: docxOpening address41.93 KB
Transcript: pdfOpening address217.11 KB

Presentation: pptxJohanna Plante8.17 MB

Session Two

9:20 – 9:30am

Opening Address
Senator the Hon Mitch Fifield
Minister for Communications

Minister for Communications, Senator the Hon Mitch Fifield, opened the ACCAN National Conference with a video message, see below.

Session Three

9:30 – 10:00am
Keynote Address
Sue Chetwin
CEO - Consumer NZ

ACCAN was very pleased to welcome Sue Chetwin to update us on activities and initiatives equipping consumers in New Zealand to stay connected. Sue Chetwin is the Chief Executive of Consumer NZ. At Consumer, Sue is responsible for the organisation’s research, publishing, campaigning and commercial activities. In addition she is the Consumer’s public spokesman on consumer issues and its representative on a number of industry and government organisations. This vibrant, informative session briefed the audience on international programs that ensure consumers get and stay connected.

Transcript: docxKeynote address44.34 KB
Transcript: pdfKeynote address221.04 KB

Presentation: pptxSue Chetwin - ACCAN Presentation2.69 MB

Session Four

10:00 – 10:10am
Q+A with Sue Chetwin, CEO – Consumer NZ


Julie McCrossin, MC

Transcript: docxQA with Sue Chetwin41.99 KB
Transcript: pdfQA with Sue Chetwin218.16 KB

Session Five

10:10 – 10:30am
Mapping Digital Inclusion - What Does the New Index Tell Us?

Julie McCrossin interviewed Professor Julian Thomas to delve into the joint work produced by The Swinburne Institute for Social Research, the Centre for Social Impact and Telstra which led to the creation of a new national measure of digital inclusion – the Australian Digital Inclusion Index. This three year project is developing an index to inform and promote public policy, commercial and program responses to enhance digital inclusion in Australia.


Professor Julian Thomas
Swinburne University

Transcript: docxMapping digital inclusion41.34 KB
Transcript: pdfMapping digital inclusion214.15 KB

Presentation: pptxADII Findings Overview_ACCAN4.04 MB

Sponsor presentation - National Relay Service

10:30 – 10:35am

Deborah Fullwood, Managing Director, Outreach – National Relay Service

Transcript: docxSponsor Presentation from NRS35.98 KB
Transcript: pdfSponsor Presentation from NRS196.28 KB


10:35 – 11:00am: Morning Tea

Session Six

11:00 – 11:30am
Can’t pay, can’t connect – Making services affordable

Julie McCrossin interviewed presenters to explore the meaning and action needed from research recently conducted by ACCAN and SACOSS into the poverty premium. The session will include practical and equitable approaches to connect our nation’s poorest.


Dr Greg Ogle,
Senior Policy & Research Analyst – South Australian Council of Social Service

Jeremy Riddle
Policy Officer – ACCAN

Transcript: docxCant pay cant connect50.91 KB
Transcript: pdfCant pay cant connect238.5 KB

 Session Seven

11:30 – 12:15am
Bridging the Divide – What’s Working?

In this session speakers gave a five-minute TED Talk on initiatives that are equipping consumers to stay connected. A number of inspirational people from a range of perspectives were chosen to present.


Liam Campbell

Digital Projects Coordinator – Indigenous Remote Communications Association

Patrick Leslie

System Administrator – Asylum Seekers Centre

Julie Robinson

Implementation Analyst – The Smith Family

Nan Bosler
President – Australian Seniors Computer Clubs Association

David Spriggs

Chief Executive Officer – InfoXchange

Julie Stott
Manager – Better Internet for Rural, Regional and Remote Australia

Transcript: docxBridging the divide50.94 KB
Transcript: pdfBridging the divide241.05 KB

Session Eight

12:15 – 12:30pm

Connected Smart Cities - What’s in it for the consumer?

Cities around the world are evolving into smart cities, which in theory should create more congenial, liveable cities, but where are the traps along the way for consumers? Can cities which aren’t smart enough keep pace with the tech savvy citizen? Does living in a smart city simply mean you’ll get another phone bill for the car, the family dog and the power meter, as well as the kids?


Paul Budde

CEO – BuddeComm

Transcript: docxConnected Smart Cities128.66 KB
Transcript: pdfConnected Smart Cities447.99 KB

Presentation: pptxPaul_ACCAN presentation311.43 KB


12:30 – 1:30pm: Lunch

Session Nine

1:30 – 2:45pm
Digital Government – the Way Forward

This session brought together thought-leaders to propose innovative solutions to remove barriers faced by people accessing services online. Representatives from Government agencies were invited to respond. Conference attendees also had a chance to ask questions of the panel.


Julie McCrossin, MC


Joseph Caputo,
Chairperson – Federation of Ethnic Communities Councils of Australia

John Sheridan,
Australian Government Chief Technology Officer & Procurement Coordinator –
Department of Finance

Jacqui McKenzie,
Policy & Advocacy Manager – Youth Action

David Brady
Chairperson – Deafness Forum of Australia

Susan McGrath
National Policy Manager – Council on the Ageing (COTA) Australia

Transcript: docxDigital Government64.69 KB
Transcript: pdfDigital Government277.12 KB

Session Ten

2:45 – 2:55pm


nbn is rolling out the largest infrastructure project Australia has seen to date. As such, it is imperative we communicate effectively with consumers, businesses and a range of key stakeholders. To do this effectively nbn uses various modes of communication, including: experiential marketing; direct mail; advertising; social media; and community events. Peter Gurney discussed the public communications strategy implemented by one of Australia's fastest growing brands.


Peter Gurney, General Manager Community Affairs – nbn™

Transcript: docxnbn39.6 KB
Transcript: pdfnbn205.47 KB

Presentation: pdfACCAN Presentation Peter Gurney2.3 MB


Session Eleven

2:55 – 3:05pm

Affordable Access Project Launch

The purpose of the Affordable Access project is to create an online resource where people with hearing, sight, or cognitive disabilities and impairments can find information on low-cost software and devices that support their everyday needs. The content-rich website contains freely-downloadable resources specifically created for students, carers and parents, seniors, and those in the workforce. The initiative was put together by Media Access Australia with funding support provided by the Australian Communications Consumer Action Network (ACCAN).


Natalie Collins
Deputy Chief Executive Officer – Media Access Australia

Dr Scott Hollier
Specialist Advisor, Digital Accessibility – Media Access Australia


Transcript: docxMAA Affordable access launch38.88 KB
Transcript:pdfMAA Affordable access launch204.73 KB


3:05 – 3:30pm: Afternoon Tea

Session Twelve

3:30 – 3:50pm
Connecting Small Business and Family Enterprises

Small business and family enterprises have particular needs in getting and staying connected. In this session key government initiatives to connect small businesses were reviewed.


Kate Carnell
Ombudsman – Australian Small Business and Family Enterprise Ombudsman

Transcript: docxConnecting small business and family enterprise43.24 KB
Transcript: pdfConnecting small business and family enterprise217.13 KB

Presentation: pptxConnecting small business family enterprises Kate Carnell3.34 MB


Session Thirteen

3:50 – 4:00pm

Judi Jones introducing the TIO's vision and strategy

Newly appointed Telecommunications Industry Ombudsman, Judi Jones, shared her vision for the TIO and the new TIO strategy.

Transcript: docxTIO38.02 KB
Transcript: pdfTIO199.2 KB

Presentation: pptxNew strategy for the TIO1.14 MB


Session Fourteen

4:00 – 5:00pm
Resolutions and Recourse - Practical Options to get Resolutions

This session will bring together representatives from key agencies dealing with communications complaints once they get escalated. It will look at who is complaining on what, and how we can equip consumers better so they don’t need to complain in the first place. It will also explore ways to ensure best practice in complaint management.


Julie McCrossin


Richard Bean
acting Chairman – Australian Communications and Media Authority

Judi Jones
Ombudsman – Telecommunications Industry Ombudsman

Vanessa Stanford
General Manager Complaints – auDA .au Domain Administration Ltd

Jodie Sangster
Chief Executive Officer – Association for Data-Driven Marketing & Advertising

Rod Stowe
Fair Trading Commissioner – NSW Fair Trading

Robyn Hobbs
Commissioner – NSW Small Business Commissioner

Transcript: docxResolutions and recourse60.41 KB
Transcript: pdfResolutions and recourse264.42 KB


Session Fifteen


Improving the Communication of Privacy Information for Consumers - Report Launch

The report Improving the Communication of Privacy Information for Consumers, prepared by the Communications Law Centre under the ACCAN Grants Scheme, brings together extensive legal research examining the problem of obtaining informed consent from consumers for privacy policies within consumer contracts. It focused on four communications industries in order to provide a broad picture of concerns with privacy and consumer fairness. This research provides real insight into ways to improve approaches to privacy by software service providers.


Dr Elizabeth Coombs
NSW Privacy Commissioner

Jonathan Hunyor
CEO - Public Interest Advocacy Centre

Professor Michael Fraser

Transcript: docxCommunication of Privacy Information38.64 KB
Transcript: pdfCommunication of Privacy Information202.27 KB


5:05 – 7:00pm: Networking Reception Drinks & Canapés


Day 2, Thursday 15th September

Welcome back

8:55 – 9:00am

Teresa Corbin

Session One

9:00 – 9:20am

Keynote Address 
Michelle Rowland MP
Shadow Minister for Communications

Shadow Minister for Communications, Michelle Rowland MP, delivered a video message on Day 2 of the Conference, see below.


Transcript: docxWelcome back and Michelle Rowland38.22 KB
Transcript: pdfWelcome back and Michelle Rowland204.03 KB

Session Two

9:20 – 9:30am

Mapping ADSL Availability – ACCAN Research

Australia has a nation building program to connect all households and businesses with the nbn. Some premises, however, will remain unconnected and underserved for some time due to shortages and delays in new service availability. ACCAN has launched the Get Connected resource which has a mapping tool for ADSL availability and tips to help consumers get a service if ADSL is not available to them.


Ken Tsang
Director - jxeeno blog

Rachel Thomas
Policy Officer – ACCAN


Transcript: docxADSL availability37.2 KB
Transcript: pdfADSL availability198.53 KB

Presentation: pptxRachel Thomas 771.64 KB

Session Three

9:30 – 10:30am

Ask the Telcos - Practical Options to get everyone Connected

In this session the major telecommunications service providers discussed how their companies are getting people connected and equipping them to stay connected.


Tim O'Leary
Chief Sustainability Officer – Telstra

David Epstein
Vice President of Corporate and Regulatory Affairs – Optus

Dan Lloyd
Chief Strategy Officer and Corporate Affairs Director – Vodafone

Ian Roberts

General Manager – Activ8me

Ged Mansour
Communications Director – Amaysim


Transcript: docxAsk the telcos61.59 KB
Transcript:  pdfAsk the telcos271.95 KB

Presentation: pptxActiv8me8.67 MB


10:30 – 11:00am: Morning Tea

Session Four

11:00 – 11:10am

The Consumer Knowledge Test

The information given to consumers when purchasing telecommunications products is subject to regulation, but how much do consumers actually take in when purchasing these products? What works? ACCAN released ground-breaking research on this topic at the ACCAN National Conference 2016.


Una Lawrence
Director of Policy – ACCAN


Dr Paul Harrison
Deakin University

Transcript: docxConsumer knowledge test38.67 KB
Transcript: pdfConsumer knowledge test206.22 KB

Session Five

11:10 – 12:20pm

Decide and Conquer

The telecommunications market is complex and confusing. In this session a range of consumer representatives discussed how consumers choose to get connected. A range of key questions were addressed; what do consumers need? What tools do they have? What should they have?


Alan Kirkland
Chief Executive Officer – Choice


Delia Rickard
Deputy Chair – Australian Competition and Consumer Commission

Sue Chetwin
Chief Executive Officer – Consumer NZ

Simon Cohen

Deputy Secretary, Regulation & Director – Consumer Affairs Victoria

Ian Watson
Project Manager – Queensland Remote Aboriginal Media

Transcript: docxDecide and Conquer61.27 KB
Transcript:  pdfDecide and Conquer272.01 KB


Session Six

12.20- 12.30pm

eSafetyWomen - Empowering Women to Take Control Online

All Australians deserve to be safe online. However, one in four Australian women has experienced emotional abuse from a current or former partner, and one in six Australian women has experienced violence from a current or former partner. In most cases this abuse and violence includes the use of technology to abuse, control and stalk. In this session, delegates heard how safe access to crucial technology can be facilitated for women so they can stay connected to their family and friends, engage with the world, and get information and support.


Andree Wright
Acting Children’s eSafety Commissioner – Office of the Children's eSafety Commissioner

Transcript: docxeSafety Women38.21 KB
Transcript:  pdfeSafety Women200.7 KB


12:30 – 1:30pm: Lunch

Session Seven

1:30 – 2:15pm

Connecting the Future Consumer

In this session speakers gave their vision of the future and how consumers will be equipped to stay connected in the future. Each had ten minutes to update the audience on the latest and greatest and where it’s all heading.


Laurie Patton
Chief Executive Officer – Internet Australia


Alexander Vulkanovski
2015 ACCAN – Google Intern

Linda Leung

Human–Centred Design Specialist and Honorary Associate – UTS Business School

Kate Carruthers

Chief Data Officer – University of New South Wales

Transcript: docxConnecting the future consumer54.08 KB
Transcript:  pdfConnecting the future consumer247.18 KB

Presentation: pptxAlex Vulkanovski2.63 MB
Presentation: pptxKate Carruthers3.93 MB
Presentation: pptxLinda Leung1.4 MB

Session Eight

2:15 – 2:25pm

Connection as a human right

In this session the newly appointed Disability Commissioner from the Australian Human Rights Commission highlighted how accessibility enables communications.


Alastair McEwin
Disability Commissioner

Transcript: docxConnection as a Human Right39.08 KB
Transcript:  pdfConnection as a Human Right204.3 KB

Session Nine

2:25 – 3:25pm

Hypothetical – Death and the Internet

Increasingly we are living our lives online. In so doing, many of us are creating a vast trove of material that our unwitting friends and family will have to unravel when eventually the inevitable happens to us! What are the legal and ethical challenges? Is there a way we can simplify our digital legacy? Using the entertaining ‘Hypothetical’ role play format a series of dilemmas will be explored.


Narelle Clark,
Deputy Chief Executive Officer – ACCAN


Brendan Coady
Sydney Partner in Charge and Sector Leader: Technology - Maddocks

Una Lawrence
Director of Policy – ACCAN

Helen Campbell
Executive Officer – Women's Legal Service NSW

Kevin Karp
Managing Director – Coherent Cloud

Julia Cornwell McKean
Acting Executive Manager – Office of the Children's eSafety Commissioner

Associate Professor Michael Arnold
University of Melbourne

Transcript: docxHypothetical - Death and the Internet59.08 KB
Transcript:  pdfHypothetical - Death and the Internet275.3 KB

Closing remarks


Sum up
Teresa Corbin

Transcript: docxTeresa Corbin Summation34.43 KB
Transcript: pdfTeresa Corbin Summation195.21 KB

3:30 – 4:00pm: Afternoon tea


Conference Sponsors

Principal Sponsor

Telstra logo: Apps for All Awards Sponsor

Networking Reception Sponsor

Google logo - Networking reception sponsor

Associate Sponsor

Assoicate sponsor: amaysim logo

Associate Sponsor: ACE logo

Assoicate Sponsor: Optus logo

Lunch Sponsors

AusRegistry logo

Vodafone logo: Tea Break Sponsor

Tea Break Sponsor

National Relay Service logo

Macquarie telecom logo - tea break sponsor

Tea Break Sponsor: Maddocks logo

Media Access Australia logo - tea break sponsor

Auslan Sponsor

ACMA logo: Auslan sponsor

Captioning Sponsor

Erricson logo:  Captioning sponsor

Delegate Subsidy Sponsor