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NetThing 2021 Speech by ACCAN Acting CEO – Andrew Williams
- CHECK AGAINST DELIVERY –
Building trust is a slow process. One that takes time, ongoing effort, and maintenance.
Conversely, losing trust can happen in an instant. One bad call, one misstep, and years of cultivating trust can be in jeopardy.
According to the 2021 Edelman Australia Trust Barometer, social media companies are the least trusted of all industries, falling well behind telecommunications, and even financial services.
The 2021 report shows that technology companies were the only industry to lose trust from 2020-2021, rather than gain it from Australians.
As the consumer voice for communications consumers, these statistics are not shocking or surprising to ACCAN.
We engage with consumers and advocates daily who express concern about a wide range of issues from misinformation spreading online that impacts their communities, to cyber abuse, to being unaware of their rights when using digital platforms.
Read more: NetThing 2021 - The role of consumers in building trust in digital platforms
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Notice is hereby given that the Annual General Meeting of the ACCAN will be held via virtual meeting, on Thursday 16th September 2021 from 4.00pm.
ACCAN AGM
Date: Thursday 16th September 2021.
Time: 4:00pm (AEST)
Venue: Virtual Meeting via Zoom – Please register from here by 14th September 2021
Read more: Notice of ACCAN Annual General Meeting
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The rapid evolution of technology has meant that mobile phones aren’t just used to make calls anymore. The addition of features like cameras, digital wallets and high-resolution screen displays means that we can use our devices for so much more than just calling and texting.
It’s always exciting when we get to see what new features are being incorporated into the latest mobile devices. However, you don’t necessarily need to buy a new mobile phone every time a new product is released.
Read more: Guide to buying a new mobile phone
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ACCAN is seeking nominations for Directors to fill three (3) vacancies on its Board.
In accordance with the ACCAN Constitution, the 2021-2022 ACCAN Board will consist of nine (9) members1. Six (6) positions are continuing Directors from the 2020-2021 Board. Three (3) Directors are retiring from the Board but may be eligible for re-election as stated in the ACCAN Constitution.
In accordance with the ACCAN Constitution Board members are elected for a three year term.
In order to ensure an appropriate balance, the Board is particularly seeking candidates with legal and regulatory expertise; and/or experience in financial management and governance in a not for profit organisation; and/or from an Indigenous background or with strong linkages to Indigenous communities.
Read more: Call for nominations for the ACCAN Board
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With parts of the nation remaining in lockdown due to the spread of COVID-19, many people have turned to streaming services to keep entertained with a new TV series or movie, or tuned in to see Australia compete for gold in the Olympics. With more time spent streaming, the ever-so-painful experiences of long buffering times, low resolution displays, or unexpectedly high data usage are becoming more and more common. The good news is that there are several steps that consumers can take when using streaming services to ensure the best possible experience.
Read more: Troubleshooting streaming issues
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Exploring the handling of complaints against digital platforms, examining the performance of telco customer service chatbots, and assessing the surveillance risks of Family Plans for victims of domestic and family violence will be the focus of some of the important projects receiving funding through the Australian Communications Consumer Action Network (ACCAN)’s 2021 Grants program.
The ACCAN Grants Program funds projects which undertake research on telecommunications issues, represent consumers or create educational tools which empower consumers to derive the greatest benefit from telecommunications products and services.
Read more: ACCAN 2021 Grant Program Projects Announced
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The No Australian Left Offline - National Webinar was held 9 December and provided a report back on the key issues from the 6 State and Territory based virtual roundtables that have taken place during 2020.
These roundtables have provided a unique opportunity for those involved to share and discuss some of the barriers that are impacting communities when it comes to getting connected and using the internet.
ACCAN and nbn Co. plan to continue this collaborative approach into 2021, working towards more affordable, reliable broadband services for all Australians.
Read more: No Australian Left Offline - National Webinar
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Consumers often experience long wait times and poor customer service when trying to resolve issues with their telcos, but how much time does this take, and at what cost?
To find out, ACCAN commissioned a survey to ask 2994 consumers about their experiences when they contact their telco. Based on the results, we have worked out the cost to consumers in time lost resolving their telco issue, instead of doing something else.
Read more: Still Waiting … the cost of customer service
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ACCAN’s Survey reveals telecommunications services are essential to small businesses but they are being let down by performance and customer service.
ACCAN surveyed 183 small and medium sized businesses between September – October to gain an understanding of SME’s experiences with their telecommunications providers during the pandemic.
Issues of speed, reliability, poor customer service and high costs were predominant. Of all the issues, speed and reliability was mentioned the most, with 39% of SMEs who provided feedback citing poor service performance, slow internet speeds, dropouts, outages, congestion and unacceptable latency.
Read more: Telco service essential to small business
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With much of Australia’s east coast currently impacted by wild weather, many Australians have found themselves evacuated or having lost telecommunications services due to the impact of this strong weather.
Which mobile phone and nbn sites have been impacted?
Optus
Visit Optus’ website to get the latest updates for customers in flood-impacted areas
Telstra
Visit Telstra’s website to get the latest updates for customers in flood-impacted areas
Read more: NSW and SE QLD Telco Floods Support Updates
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At ACCAN, issues relating to accessibility have always been at the forefront of our policy and consumer education efforts. After celebrating our 10th birthday and reflecting upon the positive changes that we had successfully advocated for, we started contemplating what accessibility improvements ACCAN would like to see in the communications sector in 2020 and beyond. We considered the existing communications issues affecting people with disability and wondered what issues may arise in the future.
From this, ACCAN started developing an Ideal Accessible Communications Roadmap in consultation with the disability sector. Towards the end of 2019 and the start of 2020, we sought feedback from a range of organisations supporting people with disability. We asked about the top three communications issues that were currently affecting people with disability, the top three communications issues that contributors thought would affect people with disability in the future, and suggestions for possible solutions to address these existing and anticipated communications issues. Through email conversations, phone calls and group brainstorming sessions, we received responses from 35 organisations, including Disabled Peoples Organisations, advocacy groups and disability service providers, as well as nine individuals with disability who offered their own personal insights of their lived experience.
Read more: The future is accessible
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ACCAN wants to hear about your experience with your ADSL internet service.
ADSL stands for ‘asymmetric digital subscriber line’. ADSL is a broadband internet connection delivered through the same copper wiring that your home phone may use. The ACCC are soon to begin an inquiry into whether Telstra should continue to provide access to wholesale ADSL services on request. The outcome of the ACCC inquiry could impact price and retail choice of ADSL services for regional, rural and remote consumers.
Read more: Do you use an ADSL broadband connection?
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