ACCANect 2018 Logo: Confidence in the connected world

Conference background

In 2018, technology and digital services are all around us. Consumers use the internet and telecommunications services to stay connected, go shopping, link into education and job opportunities and access government services.

While we increasingly live our lives online, it’s vital that we don’t leave anyone behind.

  • What gaps will appear in the connected world?
  • Who will and won’t be able to access services due to limitations on connectivity?
  • What can we do to ensure that people are not only connected but also have the confidence to use new technologies to their benefit?

We will explore these questions and more at the 2018 ACCANect Conference, themed: ‘Confidence in the Connected World’.
ACCANect will be an opportunity for consumers, providers and government representatives to get up to speed on consumer concerns around the connected world.

Woman standing on top of virtual world using phone.  Speech bubble shows green up arrow.

ACCANect will explore a range of issues, including eGovernment, online safety and getting connected; there will also be a host of lively debates on telecommunications consumer issues. We will look at the latest research as well as successful initiatives both here and overseas to give consumers confidence in technology and connectivity. Program sessions will address the following topics:

  • Beyond the hype - what’s really going on with consumers and the NBN rollout?
  • How can consumers benefit from getting access to their data?
  • How do we make sure consumers can easily access online services?
  • Where do consumers go for help in the connected world?

Using case studies and real world examples, ACCANect 2018 will highlight the realities of connecting everything.

Download: docxConference Program56.8 KB
Download: pdfConference Program764.56 KB

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.

Day 1, Wednesday 12th September

Session 1: 8:55 – 9:20am


MC: Julie McCrossin

Welcome address: Deirdre O’Donnell, Chairperson, ACCAN Board

Welcome to country: Uncle Ray Davison, Cultural Representative, Metropolitan Local Aboriginal Land Council

Download:  docxTranscripts - Day 1 Session 127.07 KB

Session 2: 9:20 – 9:30am

Opening message: Minister for Communications and the Arts, Senator the Hon Mitch Fifield

ACCAN is very pleased to welcome the Minister for Communications and the Arts, Senator the Hon Mitch Fifield, to deliver a pre-recorded opening message for ACCANect 2018.

Download:  docxTranscripts - Day 1 Session 222.58 KB

Session 3: 9:30 – 10:00am

The confident consumer: Reflecting on the progress we’ve made and the future, empowered consumer

Presenter: Mark Pesce

Mark Pesce is an inventor, author, educator and broadcaster.

Best known for co-inventing VRML (Virtual Reality Modelling Language), Mr Pesce has written six books, founded postgraduate programs in interactive media at both USC (University of Southern California) and AFTRS (Australian Film, Television and Radio School), and for seven years appeared as a panelist on the ABC’s The New Inventors. Mark Pesce currently hosts This Week in Startups Australia, which has rapidly become Australia's #1 tech podcast.

Mr Mark Pesce appears by arrangement with Claxton Speakers International

Download:  docxTranscripts - Day 1 Session 343.69 KB

Session 4: 10:00 – 10:10am

Keynote – Fairer Digital Environment

Introduction: Teresa Corbin, CEO, ACCAN

Presenter: Amanda Long, Director General, Consumers International

ACCAN is excited to welcome back Amanda Long, Director General, Consumers International, to deliver a video keynote update about the organisation’s work to help build trust in the digital world.

Download:  docxTranscripts - Day 1 Session 424.14 KB

Session 5: 10:10 – 10:20am

Regional Telecommunications Review

Presenter: Sean Edwards, Chair of the Regional Telecommunications Review Committee

In this session, Sean Edwards will provide information about the 2018 Regional Telecommunications Review. The Committee will be reviewing telecommunications services in regional, rural and remote parts of Australia.

10:20 – 10:30am Q&A

Presentation:  pptxDay 1 Session 5 presentation3.38 MB 
  docxTranscripts - Day 1 Session 528.22 KB

Morning tea: 10:30 – 11:00am

Session 6: 11:00 – 11:05am

Message: Shadow Minister for Communications

Michelle Rowland MP, Shadow Minister for Communications

ACCAN is very pleased to welcome the Member for Greenway and Shadow Minister for Communications, Ms Michelle Rowland MP to deliver a pre-recorded video message.

Download:  docxTranscripts - Day 1 Session 624.37 KB

Session 7: 11:05 – 11:25am

Keynote: Cyber security – Protecting what’s important

Presenter: Berin Lautenbach, Chief Information Security Officer Asia Pacific – Telstra

It has been another year of significant data breaches. Some of the big names having impact for Australian consumers include; Facebook, My Heritage and Page Up (clients include Kmart, RBA, Australia Post). In this session Berin Lautenbach will discuss the ongoing protections being used by organisations and how consumer data is being protected like never before.

11:25 – 11:30am Q&A

Download:  pptxDay 1 Session 7 Presentation2.24 MB
  docxTranscripts - Day 1 Session 732.39 KB

Session 8: 11:30 – 11:50am

Office of the Australian Information Commissioner – Relevant issues update

Presenter: Angelene Falk, Acting Australian Information Commissioner and Acting Privacy Commissioner

In April, the Office of the Australian Information Commissioner (OAIC) began an investigation into a privacy breach affecting Facebook. In this session we will receive an update on the progress of the investigation and address what rights consumers have when it comes to their data along with other important work of the OAIC.

11:50am – 12:00pm Q&A

Download:  docxTranscripts - Day 1 Session 834.34 KB

Session 9: 12:00 – 12:10pm

Midas Touch: Consumer Implications of the Use of Smartphone Biometric Data

Presenter: Jelena Ardalic, Assistant Policy Officer, ACCAN

This session will take a look at the work completed by Jelena Ardalic as part of her Google Internship with ACCAN. Smartphone technology 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? The consumer implications raised in this research report will be presented, along with some practical tips on how to get ‘off-grid’.

Download:  docxTranscripts - Day 1 Session 920.09 KB

Session 10: 12:10 – 12:30pm

Living on-line research

Presenter: Lauren Solomon, CEO, Consumer Policy Research Centre

In this session Lauren Solomon will introduce the CPRC’s research agenda which is focused on keeping pace with the massive transformation of consumer markets driven by e-commerce and digital transformation.

Download:  pptxDay 1 Session 10 presentation4.28 MB
  docxTranscripts - Day 1 Session 1030.37 KB

Lunch: 12:30-1:30pm

Session 11: 1:30 – 1:50pm

Australian Human Rights Commission – Human rights and technology

Presenter: Edward Santow, Human Rights Commissioner

ACCAN is very pleased to welcome Edward Santow, Human Rights Commissioner to talk about The Australian Human Rights Commission’s major project on the relationship between human rights and technology.

1:50 – 2:00pm Q&A

Download:  pptxDay 1 Session 11 Presentation4.42 MB
  docxTranscripts - Day 1 Session 1137.18 KB

Session 12: 2:00 – 2:10pm

Accessible Telecoms Project: Nationwide Disability Telecommunications Information and Referral Service

Interviewer: Julie McCrossin, MC


Wayne Hawkins, Director of Inclusion, ACCAN

Helen Abric, Operations Manager, IDEAS

ACCAN has recently embarked on a two year project to provide advice and assistance with the ever changing telecommunications environment and recent mainstreaming of accessible features for smartphones, tablets and various other technologies. In this session Julie McCrossin will interview Wayne Hawkins and Helen Abric about how using appropriate technologies can help to ensure that everyone can access the connected world.

Download:  docxTranscripts - Day 1 Session 1222.26 KB

Session 13: 2:10 – 2:20pm

Thanks a bundle: Making telecommunications services more accessible for people with cognitive disabilities – Grant Project

Interviewer: Julie McCrossin, MC

Interviewee: Dr Jeannie Paterson, Associate Professor, University of Melbourne

This ACCAN-funded project is developing tools to make transactions more accessible between telecommunications providers and consumers with decision-making impairments. Julie McCrossin will interview Dr Paterson about how providers can better serve consumers with cognitive disabilities.

Download:  pptxDay 1 Session 13 Presentation1.07 MB
  docxTranscripts - Day 1 Session 1322.81 KB

Session 14: 2:20 – 2:30pm

Digital Springboard

Presenter: Jessica Perrin, Social Innovation & Digital Inclusion Manager, Infoxchange

ACCAN is pleased to welcome Jessica Perrin to speak about the new Infoxchange (in partnership with Google). Digital Springboard is a community based program, working to address identified digital skill gaps to ensure no one is left behind in today’s digital world.

Download:  pptxDay 1 Session 14 Presentation9.55 MB
  docxTranscripts - Day 1 Session 1425.51 KB

Session 15: 2:30 – 3:00pm

The Be Connected Project

Presenter: Jess Wilson, National Director, Good Things Foundation

Be Connected is a new Australian Government program aimed at increasing the confidence, skills and online safety of older Australians when they use the internet. This session will discuss the Project and look at the research behind the issues and barriers faced by older Australians online.

Download:  pptxDay 1 Session 15 Presentation11.5 MB
  docxTranscripts - Day 1 Session 1530.56 KB

Afternoon tea: 3:00 – 3.30pm

Session 16: 3:30 – 3:50pm

Office of eSafety Commissioner – better protection for all consumers

Presenter: Julie Inman Grant, eSafety Commissioner

ACCAN welcomes Julie Inman Grant to ACCANect 2018.The Office of the eSafety Commissioner is committed to helping all Australians have safer, positive experiences online. In this session we will hear about their current programs and future initiatives.

3:50 – 4:00pm Q&A

Download: [converted to pdf from original presentation]  pdfDay 1 Session 16 Presentation1.82 MB
 docx Transcripts - Day 1 Session 1638.45 KB

Session 17: 4:00 – 4:20pm

Domestic violence and communication technology

Presenter: Helen Campbell, Executive Officer, Women's Legal Service NSW

In this session, Helen Campbell will provide the audience with an overview of the ongoing work instigated by Women’s Legal Service NSW on technology facilitated abuse and discuss some of the resources available to assist those who are impacted.

4:20 – 4:25pm Q&A

Download:  pptxDay 1 Session 17 Presentation721.47 KB
  docxTranscripts - Day 1 Session 1731.49 KB

Session 18: 4:25 –4:45pm

Cyber Safety in Remote Aboriginal Communities and Towns


Associate Professor Ellie Rennie, Principal Research Fellow, RMIT University

Dr Tyson Yunkaporta, Senior Lecturer, Deakin University

In this session Ellie Rennie and Tyson Yunkaporta will give a presentation of the main findings of the research report and some unique cultural attributes, alongside geographical isolation, income and education-related factors which need to be taken into account in addressing cyber safety.

4:45 – 4:50pm Q&A

Download:  pptxDay 1 Session 18 Presentation8.99 MB
  docxTranscripts - Day 1 Session 1834.11 KB

Session 19: 4:50 – 5:00pm

Day One - summary and close


Julie McCrossin, MC

Teresa Corbin, ACCAN CEO
Download:  docxTranscripts - Day 1 Session 1919.92 KB

Drinks & canapés: 5:00 – 7:00pm


Day 2, Thursday 13th September

Welcome back: 8:55 – 9:00am

MC: Teresa Corbin, ACCAN CEO

Session 1: 9:00 – 9:20am

Department of Communications and the Arts – Consumer safeguards review

Presenter: Nadine Williams, First Assistant Secretary, Department of Communications and the Arts

The Government is reviewing Australia’s telecommunications consumer safeguards for a post-2020 environment – one in which the NBN has been rolled out to all Australia homes and businesses. In this session, we will hear about the three parts of the review and some of the feedback from the discussion papers that have been submitted.

Download:  docxTranscripts - Day 2 Session 123.9 KB

Session 2: 9:20 – 9:40am

Australian Communications and Media Authority – New Consumer Standards

Presenter: Nerida O’Loughlin, Chair, Australian Communications and Media Authority

The ACMA has put in place new rules to give consumers confidence that their complaints will be effectively managed by carriage service providers (CSPs) if problems arise with an NBN service. In this session, Nerida O’Loughlin will provide an overview of the expected benefits for consumers.

Download:  docxTranscripts - Day 2 Session 223.04 KB

Session 3: 9:40 – 10:00am

Australian Competition & Consumer Commission – Communications activities update

Presenter: Delia Rickard, Deputy Chair, Australian Competition & Consumer Commission

In this session, Delia Rickard will highlight some of the consumer protections that the ACCC are implementing, including broadband performance monitoring.

Download:  docxTranscripts - Day 2 Session 322.97 KB

Session 4: 10:00 – 10:20am

Telecommunications Industry Ombudsman – Consumer update

Presenter: Judi Jones, TIO Ombudsman

The Telecommunications Industry Ombudsman, Judi Jones, will share with us the latest TIO statistics and the proposed, new TIO remit and what this means for consumers.

Download:  docxTranscripts - Day 2 Session 422.99 KB

10:20 - 10:30am Q&A for all morning sessions

Download:  docxTranscripts - Day 2 Morning Q&A22.88 KB

Morning tea: 10:30-11:00am

Session 5: 11:00 – 11:10am

National Broadband Network rollout – Consumer update

Presenter: Cindy Nedobity, Executive General Manager Customer Experience, nbnTM

We are pleased to welcome Cindy Nedobity to ACCANect 2018 to give us an update on how the National Broadband Network rollout is progressing.

11:10 – 11:15am Q&A

Download:  docxTranscripts - Day 2 Session 521.45 KB

Session 6: 11:15 – 11:25am

Can You Hear Me? – ACCAN Research Project

Presenter: Isabel Durie, ACCAN Policy Officer

ACCAN has recently conducted research to find out what telco customers are saying about customer service. In this session, Isabel Durie will highlight some of the important findings and next steps for a better, future consumer experience.

Download:  pptxDay 2 Session 6 Presentation709.7 KB
  docxTranscripts - Day 2 Session 619.94 KB

Session 7: 11:25am – 12:25pm

Ask the telcos: Consumer confidence, the way forward


David Joss, Managing Director, Southern Phone

Cindy Nedobity, Executive General Manager Customer Experience, nbnTM

Michael Ackland, Head of Sales and Service, Telstra

Mark Baylis, Vice President, Service for Digital Service and Customer Engagement, Optus

Dan Lloyd, Chief Strategy Officer and Corporate Affairs Director, Vodafone

In this session telco representatives will tell you how their organisations are planning for better consumer outcomes that will bring greater confidence in the services they provide. Teresa Corbin will introduce each panellist and ask for their responses on several current consumer issues.

Download:  docxTranscripts - Day 2 Session 742.66 KB

Session 8: 12:25 – 12:35pm

Designing Responsive Regulation: Consumer and public participation in converged communications industry rule-making - Grants Project


Dr Derek Wilding, Co-Director, Centre for Media Transition, Faculty of Law, UTS

Dr Karen Lee, Lecturer, University of New England

This session will be a presented by current ACCAN Grants Scheme recipients about a converged regulatory framework for the communications industry. To date, research into consumer and public interest participation in industry rule-making has been limited, and there is no analysis of how such participation can best be deployed to ensure self and co-regulation within the converged sector is responsive and effective. This project commences that analysis with reference to frameworks governing telecommunications, media and online services.

Download:  pptxDay 2 Session 8 Presentation117.74 KB
  docxTranscripts - Day 2 Session 818.09 KB

Session 9: 12:35 – 12:45pm

ACCAN Grants Program


Tanya Karliychuk, ACCAN Grants & Research Officer

The ACCAN Grants Program is administered as part of our funding agreement with the Department of Communications and the Arts. It funds projects that help achieve our vision with a focus on consumer outcomes. Tanya will provide a brief overview of the upcoming round and introduce a few of the current grantees.

Vox Pops from other Grants Program recipients

Download:  pptxDay 2 Session 9 Presentation6.22 MB
  docxTranscripts - Day 2 Session 920.11 KB

Lunch: 12:45 – 1:30pm

Session 10: 1:30 – 1:40pm

Affordability – barriers and enablers


Gareth Downing, ACCAN Senior Policy Analyst

This session will provide an insight into the barriers and enablers in relation to affordable access to telecommunication services for all consumers.

Download:  docxTranscripts - Day 2 Session 1019.5 KB

Session 11: 1:40 – 2:15pm

Affordability – Where are we now?

Introduction: Teresa Corbin, ACCAN CEO


Professor Julian Thomas, RMIT

Dr Heron Loban, Senior Lecturer in Law, Griffith University

Chris Dodds, Chair of the Low Income Measures Assessment Committee

Greg Ogle, South Australian Council of Social Service

Sue McGrath, Senior Policy Advisor, Older Australians, Benevolent Society

In this session, the panel revisit our 2015 Conference theme, ‘affordability now and tomorrow’. Participants will discuss a key issue from within their area of expertise. Has any progress been made and are there any new common barriers that consumers face with staying connected in 2018 and into the future? The audience will have an opportunity to contribute to the discussion during Q&A.

2:15 – 2:25pm Q&A

Download:  docxTranscripts - Day 2 Session 1131.85 KB

Session 12: 2:25 – 3:25pm

The Great Debate: ‘Always on’ broadband is essential


Delia Rickard, Deputy Chair of the Australian Competition and Consumer Commission

Affirmative team:

Wayne Hawkins, Director of Inclusion, ACCAN

Peter Strong, CEO, Council of Small Business Organisations of Australia

Wendy Hick, Federal President, Isolated Children’s and Parents’ Association

Negative team:

Dr Heron Loban, Senior Lecturer, Griffith Law School, Griffith University

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

Helen Campbell, Executive Officer, Women's Legal Service NSW

‘Always on’ broadband is here for many Australian consumers but why is this an essential service and what might be some of the exceptions to the rule? We hear from six experts debating the merits of 24/7 broadband access.

Download:  docxTranscripts - Day 2 Session 1235.95 KB

Closing remarks: 3:25 – 3:30pm

Presenter: Teresa Corbin, CEO, ACCAN

Conference close & Afternoon tea: 3:30 – 4:00pm

ACCAN AGM: 4:00pm


Download: docxConference Program56.8 KB
Download: pdfConference Program764.56 KB