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Connecting Today's Consumer session transcripts and presentations are now available.

Every consumer wants to be connected and enjoy the benefits of competitive products and prices, but what’s the reality in Australia today and what can be done to improve the consumer experience?

Connecting Today’s Consumer explored the big issues facing Australian telco consumers – When and how can every Australian connect to our broadband and mobile networks? Are we being offered truly competitive content and products? How do we ensure consumers know their rights and can act on them?

Day 1

Day 2



Day 1, Tuesday 16th September

Opening session

Welcome and Opening Address

MC Teresa Corbin, ACCAN CEO

Welcome to Country
Uncle Allen Madden, Cultural Representative,
Metropolitan Local Aboriginal Land Council

Welcome Address
Johanna Plante, Chairperson, ACCAN Board

Opening Address
The Hon Paul Fletcher MP,
Parliamentary Secretary to the Minister of Communications

Download: docxDay 1 - Welcome and Opening Address24.35 KB
Download: pdfDay 1 - Welcome and Opening Address226.35 KB

Keynote Session

Gerd Leonhard, Futurist, Author and Keynote Speaker
Presentation - The future of connectivity and consumer rights [Pdf - 9MB]

Download: docxDay 1 - Keynote session48.02 KB
Download: pdfDay 1 - Keynote session246.14 KB

10:30 – 11:00am
Morning Tea

Session One

The Privacy Catch

In this panel session we examine different perspectives on what privacy means to different communications consumers. The Panellists will provide a series of snapshots on developments in the privacy policy, legal and tech landscape. We will examine the potential consequences of tracking consumers' online activities, as well as look at some examples of privacy breaches and their impact on consumers.

Jeannette Francis, Presenter and Reporter from SBS's, The Feed

Panel Participants:
Jon Lawrence, Executive Officer, Electronic Frontiers Australia, Inc
Gerd Leonhard, CEO, The Futurist Agency
Liz Snell, Law Reform and Policy Co-ordinator, Womens' Legal Service NSW
Katryna Dow, CEO & Founder, Meeco

Download: docxDay 1 - The Privacy Catch51.82 KB
Download: pdfDay 1 - The Privacy Catch326.65 KB

12:30 – 1:30am

Session Two

1:30 – 3:00pm
'What Case Workers Need to Tell You'

In this session, you will hear from case workers – financial counsellors and community legal centres – who have been dealing with the real-life impacts of structural or systemic issues. We'll analyse their experiences, then open the panel up to telcos, regulators and the Ombudsman to discuss why these situations occurred and how to prevent similar situations happening again.

Fiona Guthrie, Executive Director, Financial Counselling Australia

Panel Participants:
Simon Cohen, Ombudsman, Telecommunications Industry Ombudsman
Richard Bean, Deputy Chairman, Australian Communications and Media Authority
Delia Rickard, Deputy Chair, Australian Competition and Consumer Commission
Christiane Gillespie-Jones, Executive Director, Communications Compliance Ltd

Download: docxDay 1 - What Case Workers Need To Tell You53.05 KB
Download: pdfDay 1 - What Case Workers Need To Tell You335.08 KB

3:00 – 3:30am
Afternoon Tea

Session Three

3:30 – 5:00pm
The Connected Small Business

What really makes the difference when it comes to helping millions of small businesses make the most of new online opportunities? We'll hear from small business owners on their own experiences and question whether small businesses are reluctant to change, whether government-funded training is doing enough to help small businesses get connected and the role telcos have in the process. We'll also look at the evidence of small business digital engagement from greenfield and NBN test-sites around the country.

Peter Strong, Executive Director, Council of Small Business of Australia

Panel Participants:
Will Irving, Group Managing Director, Telstra Business
Leonie Smith, Cyber Safety Educator, The Cyber Safety Lady
Debbie Littlehales, Digital Enterprise Program Trainer, Kiama Community College
Tim Oberg, General Manager, parkrun Australia

Download: docxDay 1 - The Connected Small Business58.84 KB
Download:  pdfDay 1 - The Connected Small Business345.51 KB

5:00 – 7:00pm
Apps for All challenge Awards Ceremony

Together with the Australian Human Rights Commission and Telstra, ACCAN brings you the Apps for All Challenge - Australia's first and only competition for accessible mobile apps. The Awards aims to raise awareness of the issues faced by people with disability and older Australians with using apps on smart phones and tablets and will acknowledge the apps that excel at including everyone.

Karsten Wildberger, Group Managing Director, Telstra Consumer

Download: docxDay 1 - Apps for All Challenge Awards Ceremony23.43 KB
Download: pdfDay 1 - Apps for All Challenge Awards Ceremony227.71 KB


Day 2, Wednesday 17th September

Session One

9:00 - 10:30am
Rolling it out: Mobile Coverage and the NBN

Get the latest news on the government's mobile expansion program and the rollout of the NBN. What should consumers be expecting and by when? The session will also explore whether the NBN will be used to extend mobile coverage in the bush. Will it result in greater choice and less blackspots for consumers?

Shara Evans, Chief Executive Officer, Market Clarity

Philip Smurthwaite, Manager, Regional Telecommunications Policy, Dept of Communications
Download: pdfPresentation402.72 KB

Trent WIlliams for Caroline Lovell, Head Regulatory Affairs and Industry Analysis, NBN Co
Download: pdfPresentation1006.64 KB

Panel Participants:
Dan Lloyd, Chief Strategy Officer and Corporate Affairs Director, Vodafone
John Chambers, Executive Director Mobiles, Telstra

Download: docxDay 2 - Rolling It Out52.85 KB
Download:  pdfDay 2 - Rolling It Out337.86 KB

10:30 – 11:00am
Morning Tea

Session Two

11:00am – 12:30pm
Check Out the Telcos

In this Q&A session, we'll hear the telcos respond to video questions from ACCAN Members about the issues that concern them most. While giving consumers the opportunity to voice their concerns, this session will allow the telcos to demonstrate how they're approaching these pertinent consumer issues. From the price of data to rural mobile coverage, this session promises to be a lively one.

Lexi Metherell, Journalist, ABC

Panel Participants:
Karsten Wildberger, Group Managing Director, Telstra Consumer
Matt Paterson, General Manager of Care, Vodafone
Julian Ogrin, Managing Director, Amaysim
Vicki Brady, Managing Director, Optus

Download: docxDay 2 - Check Out The Telcos55.46 KB
Download: pdfDay 2 - Check Out The Telcos355.28 KB

12:30 – 1:30pm

Session Three

1:30 – 3:00pm
GoT Content?

Australian consumers and their thirst for online content

Are the online content needs of Australian consumers currently being met? Is there a way to be an ethical digital consumer given what the market currently offers? We'll bring consumer advocates, industry and rights holders together to discuss whether Australians want to be ethical digital consumers and what barriers stand in their way.

Stilgherrian, Freelance Journalist

Matt Levey, Director, Campaigns & Communications, Choice
Kimberlee Weatherall, Associate Professor, Sydney Law School
Lori Flekser, Executive Director, IP Awareness Foundation

Download: docxDay 2 - GoT Content50.32 KB
Download: pdfDay 2 - GoT Content334.46 KB


Closing remarks – Teresa Corbin

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Download:  pdfDay 2 - Closing remarks156.45 KB

Conference Close