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In May 2015, ACCAN commissioned Galaxy Research to complete a survey of consumers regarding telco and ISP complaints. The survey found that 46 per cent of telco consumers reported having a problem with their phone or internet provider in the last year, representing more than 8.5 million Australians.
According to the survey, around one third of respondents (38 per cent) who had a problem with their phone or internet service, complained to their provider and were dissatisfied with the response from the telco. However, only nine per cent of these consumers escalated their complaint to the TIO suggesting that phone and internet providers have not improved the proportion of complaints that are resolved.
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A survey commissioned by the Australian Communications Consumer Action Network (ACCAN) found that real complaint levels are still high despite decreasing escalated complaints reported by the Telecommunications Industry Ombudsman (TIO). The survey found that 46 per cent of telco consumers reported having a problem with their phone or internet provider in the last year. This represents more than 8.5 million Australians. The survey was completed by Galaxy Research with 1100 respondents, representative of the Australian population. The 2015 survey repeated the questions of a survey ACCAN commissioned in 2010.
According to the survey, around one third of respondents (38 per cent) who had a problem with their phone or internet service, complained to their provider and were dissatisfied with the response from the telco. However, only nine per cent of these consumers escalated their complaint to the TIO. This suggests that phone and internet providers have not improved the proportion of complaints that are resolved. ACCAN is calling on the telcos to publish their complaint data so the problem areas can be identified.
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Download: 
ACCAN Magazine Issue 16 Winter 2015.pdf2.77 MB (Note: reading order not accessible)
Download accessible version: 
ACCAN Accessible Magazine - Winter 2015.docx44.6 KB
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What is the IPND?
The Integrated Public Number Database (IPND) is a database that contains records of all Australian telephone numbers and associated customer details. It is managed by Telstra under the Carrier Licence Conditions, and is an important source of information for emergency and law enforcement purposes.
Read more: 2015 Review of the Integrated Public Number Database
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The Australian Communications Consumer Action Network (ACCAN) has today announced the successful Grants Scheme projects for the 2015 Round. The ACCAN Grants Scheme 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.
The Grants Scheme is competitive and this year received 66 applications from a range of research, private sector and community organisations.
"This year's applications represented a fascinating blend of emerging technology as well as long-standing consumer challenges," said ACCAN Deputy CEO, Narelle Clark. "We congratulate the successful candidates and look forward to working with them on these tremendous projects."
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The Communications Law Centre, UTS
Grant round: 2015
Grant: $30,522
Read more: Improving the Communication of Privacy Information for Consumers
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Monash University
Grant round: 2015
Grant: $14,572
Read more: Going Online on Behalf of Others - an investigation of ‘proxy’ internet consumers
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Curtin University
Grant round: 2015
Grant: $26,200
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Department of Media and Communications, the University of Melbourne
Grant round: 2015
Grant: $49,267
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Media Access Australia (MAA)
Grant round: 2015
Grant: $55,706
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Queensland Remote Aboriginal Media (QRAM)
Grant round: 2015
Grant: $49,600
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.au Domain Administration (auDA) invited comment on a public issues paper about the way .au domain names are allocated and used. The paper has been prepared by a Names Policy Panel consisting of nominated members of the Australian Internet community who have expressed interest in helping shape policy for the .au domain space.