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The Australian Communications Consumer Action Network (ACCAN) welcomes Macquarie Telecom's initiative to publish its customer Net Promoter Scores (NPS) online. Prospective customers will be able to access this before signing up with the company. NPS is a measure of the proportion of customers who say they would recommend a business to others.
"We welcome this move by Macquarie Telecom and encourage the industry to follow suit and publish Net Promoter Scores in real time," said ACCAN Deputy CEO, Narelle Clark. "Giving current and prospective customers access to this sets a new benchmark for transparency in the industry. If presented in a simple, easy to use way, it will help consumers make more informed choices when deciding which provider to use.
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New research from the Australian Communications Consumer Action Network (ACCAN) found that telecommunications packages for small businesses are not adequately aligning to small business needs in today's digital economy. The research report, Informing Small Business, consists of a study examining the current small business market offerings and a survey of 200 small businesses to assess their behaviour and experiences. The report was funded by ACCAN and authored by Market Clarity.
The recent massive shift toward a more mobile workforce has seen many small business operators blend their home and work lives together. They work on the go and would benefit from being able to access their broadband connections from locations other than their office, but many of the offerings are inflexible for those who have embraced the digital economy. Small businesses need a reliable internet connection to do business and therefore it's imperative that service faults be quickly resolved. However, the research found that for the most part service guarantees are not offered to small businesses. Around half of the small businesses surveyed said their phone and internet plans offered no service performance guarantees.
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Examining fixed phone and broadband products
ACCAN has commissioned a research project with Market Clarity to determine the telecommunications needs and wants of small business consumers and whether these are being met by the telcos.
The research raised concerns for ACCAN that the current offerings from telcos to small businesses do not match the increasingly heavy reliance that small businesses have on telecommunications. Service level agreements and performance guarantees for small businesses need to be available and enforced. Telcos need to champion their products and offer usable solutions and contingency plans in the event that their services fail. At the end of the day, the small business operator should not suffer inconvenience and loss of business due to a lack of services beyond their control. They should not have to deal with the details, they need faults fixed immediately or an agreed alternative needs to be provided by their telco.
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Superfast Broadband Access Services (SBAS) are networks that provide broadband that is capable of achieving 25Mbps or greater download speeds. The Australian Competition and Consumer Commission is inquiring whether there is a case to regulate these networks. Premises served by one network can limit consumers' services and number of providers.
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The Australian Communications Consumer Action Network (ACCAN) is putting industry on notice that it will be closely watching the impact of revisions made to the Telecommunications Consumer Protections (TCP) Code. The Code registered with the ACMA replaces the existing Code from today.
"The TCP Code provides significant consumer protections. ACCAN will be keeping a close eye on how the industry performs under the revised Code," said ACCAN CEO, Teresa Corbin. "We want to see the debate shift from just being about deregulation to the more nuanced 'better regulation.' If we don't then consumers will begin to suffer due to reductions in community safeguards.
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Today on the International Day of People with Disability Vision Australia has launched the Document Accessibility Toolbar (DAT) – a tool that makes it quick and easy to create accessible documents in Microsoft Word.
With funding under the ACCAN Grants Scheme, the DAT was created by accessibility experts from Vision Australia's Digital Access consultancy. The Toolbar adds a simple menu to Microsoft Word with a range of functions to optimise and check a document for accessibility. This means that for Word users creating documents and trying to make them accessible for people with disabilities, a set of dedicated functions will be available in a centralised location to make the process easy. The tool is easy to download and is made to be used by people with limited experience with accessibility.
Read more: Introducing the Document Accessibility Toolbar
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The Australian Communications Consumer Action Network (ACCAN) says that consumers should be aware of the high fees charged for calling directory assistance numbers. Today Telstra has introduced a $0.50 charge for directory assistance calls from landlines and other telcos charge for these calls often outside of the included plan value. Telstra customers on the Pensioner Discount are exempt from the $0.50 charge for directory assistance calls. See ACCAN's tip sheet for directory assistance call charges from a range of landline and mobile providers.
Wherever possible, consumers should use free, online methods of accessing this information. Directory information can be accessed online from the White Pages website or smartphone app or even by doing a simple Google search for the company or service required. However, ACCAN is concerned that call charges to directory assistance numbers may unfairly impact on consumers who don't have internet access or who aren't comfortable using the internet.
Read more: Consumers should be aware of charges for directory assistance calls
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Each year the telecommunications industry recognises an individual for outstanding contributions to telecommunications. Today the Charles Todd medal was awarded to ACCAN's CEO, Teresa Corbin, for her efforts representing consumer interests spanning some 20 years in the industry. As members and supporters of ACCAN know, Teresa's dedication and commitment to ensuring consumers have a voice at the table is second to none, she tirelessly champions affordability, accessibility and availability of communications services for all Australian consumers.
In her speech of thanks, Teresa stressed the importance of addressing consumer interests in the marketplace and noted that the best outcomes were achieved when consumers and industry worked together constructively.
Read more: ACCAN CEO recognised with Charles Todd Medal
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The Universal Service Obligation (USO), which guarantees every premises access to a voice service, is outdated. Ensuring that the obligation is updated and that data and voice services are available to all is a key area of work for ACCAN.
Following our event in February, Rethinking the USO, and the findings of the Regional Telecommunications Review 2015, there was a need for further examination of options for the USO that delivers better for consumers. As such, ACCAN contracted John de Ridder, telecommunication economist, to prepare an Occasional Paper for ACCAN on the future of the USO to feed into our work and provide new perspectives.
Read more: The future of the Universal Service Obligation (USO)
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Digital inclusion ensures that no one is left behind as we move towards an increasingly digital future. For Social Inclusion Week 2015, we thought we'd outline why digital inclusion is vital for all Australians.
While many of us have smartphones and access to the internet at home, there are some consumers who don't. Two issues often cited as barriers to digital inclusion are affordability and a lack of digital literacy.
Affordability divide
Research from the Australian Bureau of Statistics shows that in 2012–13, 98 per cent of households with a household income of $120,000 or more had internet access, compared to only 57 per cent of households with a household income of less than $40,000, suggesting an 'affordability divide' when it comes to broadband.
Read more: Why digital inclusion matters
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The summary below outlines ACCAN's activities from 1 June to 31 August 2015.
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The Australian Communications Consumer Action Network (ACCAN) congratulates the telcos involved in the TIO and Communications Alliance quarterly Complaints in Context report for their efforts in reducing the number of complaints for the April-June 2015 quarter. The latest report shows that Vodafone, Telstra, Optus, amaysim and Pivotel had 6.5 TIO complaints per 10,000 services in operation (SIO) for the quarter, a decrease of 9.7 per cent on the previous quarter, and a 14.5 per cent drop when compared to April-June 2014.
Three out of the five telcos recorded lower complaints when compared to the previous quarter. This is a great result and is good for consumers. It's also positive to see smaller provider, Pivotel joining the Complaints in Context reporting.
Read more: ACCAN congratulates telcos on decreasing complaints