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Details: Research Publications

The Footscray Legal Community Centre (FCLC) together with ACCAN has released a report entitiled Taking Advantage of Disadvantage: Case studies of refugee and new migrant experiences in the communications market, finding that in many cases telcos are taking advantage of this already disadvantaged and highly vulnerable group.

Details: Hardship research publications

Telecommunications access and affordability among people experiencing financial hardship

Anglicare Victoria looked at over 300 of its low-income clients to investigate how they accessed telecommunications and whether they considered these services affordable.

The overwhelming conclusion was that telecommunications are not universally accessible. This is because 49% of those in the survey did not have home internet, and 56% didn't have mobile internet – such as a smartphone or a dongle. Two-thirds of mobile phone users had difficulty paying their phone bills and a similar number of people ran out of credit on their pre-paid mobile service sooner than they expected.

The full report is available on the ACCAN website.

Details: Hardship research publications

ACCAN commissioned the South Australian Council of Social Services (SACOSS) to conduct a research project on the affordability of telecommunications for low-income consumers. The research project was split into two phases: the first phase assessed the adequacy of the Centrelink Telephone Allowance (CTA) and the second phase assessed the extent to which poverty affects the purchasing options of low income consumers. The research found there are many additional costs such as those due to making smaller purchases, reconnection costs and overdue payments. These additional costs are known as the poverty premium.

Read more: Connectivity Costs

Details: Hardship research publications

University of Sydney researcher, Dr Justine Humphry, surveyed and interviewed a number of Australians experiencing homelessness as well as employees of homelessness service providers. This resulted in a comprehensive report into the internet and mobile phone usage habits and experiences of this group of Australians.

The full report, including further information, can be found on the ACCAN Grants Scheme webpage.

Details: Hardship research publications

Financial Counselling Australia (FCA) compiled a report outlining how the telecommunications industry's financial hardship policies and practices compare with those of the banking, energy and water industries. Through FCA's first-hand experiences of working with clients experiencing, or at risk of, financial hardship, as well as through discussions with consumer advocates, staff from industry hardship teams, government representatives and staff from external dispute resolution (EDR) schemes, a set of best practice recommendations was compiled.

The final report, with the recommendations, can be found on the ACCAN Grants Scheme webpage.

Details: Hardship research publications

The National Children's and Youth Law Centre investigated the consumer, legal and financial issues faced by young Australians when they use mobile phones. This investigation led to a report outlining some of these common issues as well as to a set of resources for young Australians to better understand and navigate the mobile phone marketplace.

Funded under the ACCAN Grants Scheme, the final report as well as additional information, can be found on the Scheme's webpage.

Details: Small Business

In 2016 ACCAN commenced an annual survey of small business operators to provide an insight into the most prevalent telecommunications issues affecting small business in Australia. The 2016 survey has now closed. We will commence our 2017 survey later this year.

ACCAN will use the survey reports to highlight concerns to the telecommunications services providers and the Telecommunications Industry Ombudsman (TIO) to work toward improved services for Australian small business consumers.

Survey reports

2016 Survey

Download: Small business survey 2016 report794.86 KB

Download: Small business survey 2016 report1.19 MB

Details: Small Business

Australian small businesses provide employment for around 4.8 million people. As most small businesses rely on telecommunications services to be able to do business, it is essential these services be available, reliable and affordable. When a small business cannot access a broadband connection or make phone calls, business proceses can become difficult. When a small business operator waits in a call centre queue or is transferred between different customer service representatives trying to have a fault resolved, they are not only losing time, but money. This impact on productivity and turnover affects not only the small business owner, but its employees and customers.

ACCAN has produced guides that will provide small business consumers with the tools to assist them to:

Understand their rights as a phone and internet consumer
Be aware of the important features of telecommunications services and products to help them to choose products that best suit their business needs.
Understand available complaint mechanisms
Learn ways to get the most out of communications services they rely on

Research Reports:

Details: Submissions

ACCAN has made a submission to the Australian Communications and Media Authority’s (ACMA) consultation in relation to the design, implementation and operation of an SMS Sender ID registry. A sender ID is an alphanumeric message header that appears at the top of SMS/MMS messages. It tells you who the message is from.

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