This summit is co-hosted by the Australian Communications and Media Authority (the ACMA) and the Australian Communications Consumer Action Network (ACCAN). The summit will be an opportunity for consumer advocates to outline how the telecommunications industry’s poor customer service and complaints-handling practices affects their clients and constituents, and comments on the recommendations being proposed by the ACMA.


ACMA Chairman Chris Chapman and RTC Project Manager Clare O’Reilly will give delegates an overview of the year-long RTC inquiry’s main findings and recommendations. ACCAN Chief Executive Teresa Corbin will detail the peak body’s response to the inquiry and Communications Alliance Chief Executive John Stanton will discuss the industry’s plans for reform.

The summit will also feature speakers and delegates from groups representing low-income and culturally and linguistically diverse consumers, Aboriginal Australians and Torres Straight Islanders, and community groups from across Australia who may not have participated in the review to date.

Summit topics:

Discussion of the Draft RTC Report and proposals.

Explanation of the regulatory and telecommunications framework including compliance and enforcement tools.

Key findings and lessons from RTC consumer research.

Roundtable discussions on advertising, unit pricing and spend management.

Panel discussion on monitoring, compliance and enforcement.

Reconnecting the Customer Summit Program