The Department of Industry, Innovation and Science undertook a public consultation on Australia’s Ethics Framework in relation to Artificial Intelligence (AI).

ACCAN made a brief submission to this consultation. We outlined that consumer safeguards must be put in place to protect consumers from any unintended outcomes of new technology such as AI. We stated that compliance and enforcement procedures in relation to the ethical use of AI are necessary to protect consumers, as existing human rights, legislative and regulatory frameworks alone cannot completely protect consumers against unethical behaviour.

The Telecommunications Industry Ombudsman (TIO) is investigating options for internal reform in the wake of recommendations from the Consumer Safeguards Review Part A: Complaints handling and consumer redress. The first part of this investigation relates to possible changes to the TIO Constitution to reform the structure and selection of its Board. ACCAN’s response to the TIO Option Paper proposed a number of changes to enhance the independence of the TIO Board and strengthen the consumer perspective in Board matters.

The peak body for the telecommunications industry, Communications Alliance, has conducted a preliminary consultation on a Draft Industry Guidance Note about appointment of Authorised Representatives and Advocates. Authorised representatives are usually lawyers, financial counsellors or family members of customers who need assistance managing their telco affairs.

The Draft Guidance Note provides recommendations about how telcos should go about authorising representatives who act on behalf customers.

Communications Alliance will be consulting further on the Guidance Note in September 2019.

In our written feedback, ACCAN proposed that substantial adjustments be made to improve the efficiency and fairness of the authorisation process.

ACCAN recently submitted to the ACCC’s inquiry into the proposed extension of expiring non-price provisions of the NBN’s Special Access Undertaking (SAU). The SAU sets out the terms on which service providers can access NBN infrastructure.

The expiring provisions are about:

    • consultation processes for the design of products and pricing by NBN;
    • dispute resolution processes; and
    • arrangements to modify network technology design.

The Australian Communications and Media Authority is reviewing ways to combat scams carried out over telco networks (via phone, email and SMS) as a part of their Scam Technology Project. They invited public feedback on ways technology can block and minimise this type of scam activity, how consumers experience and avoid scams, and current challenges to stopping scam activity. ACCAN’s submission focuses on the consumer experience of scams, and how to improve consumer education about scam activity.

The NBN Transfer Code sets out principles for industry co-operation in the management of transfers of NBN services between retail service providers. Recently, the NBN Transfer Code was reviewed by the Communications Alliance.

In our submission ACCAN recommended that the Code be reconfirmed, and that:

  • the code be revised to include time-frames for the transfer of services;

  • the code be revised to oblige providers to inform consumers if a fault occurs in the transfer process;

  • the code incorporate reference to the Australian Privacy Principles for smaller providers in order to ensure a consistent industry wide approach to privacy.

Calling Number Display (CND) allows the people you call to see your telephone number displayed on the screen of their telephone. It applies to both mobile phones and landlines. If you don't have a silent line, unlisted number or have not blocked CND, the people you call will generally be able to see your number on their telephone screen.

The CND feature has important privacy implications because there may be times when consumers don't want their number identified to the person they are calling. Recently, the Calling Number Display Guideline was reviewed by the Communications Alliance.

In our submission ACCAN recommended that the Guideline be reconfirmed, and that:

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