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ACCAN recently submitted to the Australian Communications and Media Authority (ACMA)'s consultation on the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 (the DFSV Standard).
Read more: Supporting telco customers experiencing domestic, family and sexual violence
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Preliminary research commissioned by the Australian Communications Consumer Action Network (ACCAN) raises alarm bells for policymakers and regulators. Findings point to widespread consumer harm and deep mistrust in the telecommunications industry.
The polling, conducted as part of the first tranche of ACCAN’s consumer sentiment research, highlights troubling experiences of telco behaviour and unmet expectations.
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ACCAN’s Consumer Engagement with the NBN
Starting in October 2024, ACCAN began a new project to make sure the NBN works better for consumers. Thanks to a $2.56 million grant from the Australian Government, we are scrutinising how the NBN operates and spends its funds.
What does this mean for you?
- More say in how the NBN is run: we’re involved in high-level discussions making sure consumer voices are heard when decisions are made about NBN spending and services
- Better services and fairer prices: we’re advocating for better service standards and NBN Co to cut unnecessary costs, which can lead to lower prices for consumers in the long run.
- Ensuring value for money: The NBN is a huge investment and forecast to collect and spend $110 billion by 2040. We’re working to make sure your money is spent wisely.
How it works:
- NBN Co is now required to subject all spending proposals to oversight by consumers and industry.
- We’re part of a consumer panel, known as the Regulatory Proposal Forum, to review these plans and make sure they benefit all Australians.
- NBN Co will submit its detailed expenditure proposals by 2 July 2025 and a final decision will be made by the ACCC by 30 June 2026.
- The proposal will cover NBN revenue, pricing and service levels through 1 July 2026 to 30 June 2029.
Why it matters:
- The NBN is a vital service, and we’re dedicated to making sure it’s reliable, affordable and meets the needs of Australians.
Want to learn more?
Read our public submissions on NBN Co’s economic plans:
- ACCAN Response to NBN Co Consultation Paper 1 PDF
- Executive Summary of ACCAN Response to Consultation Paper 2 PDF
Read our progress reports:
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| Fair Call Campaign
Telcos are writing the rules that are meant to hold them accountable. It's no surprise they’re failing consumers. The Telecommunication Consumer Protection (TCP) Code is supposed to set rules for how telcos treat their customers. It covers things like sales practices, billing, credit checks, and customer service. Read more: Fair Call Campaign 2025
The opinion piece below was written by ACCAN CEO Carol Bennett for the Canberra Times and Australian Community Media. It was originally published on 24 March 2025. When our phones and internet are knocked out in natural disasters - such as occurred in the recent cyclone and flooding in northern NSW and south-east Queensland – it’s not just inconvenient, it puts lives at risk. Being disconnected makes it difficult to know what is happening, seek help – or even to offer help - support others and reassure family and friends. Read more: Communications are critical: So why is the fox in charge of the henhouse? Write comment (0 Comments)
Australia’s peak communications consumer body, ACCAN, has today called for the weak and ineffective industry-drafted Telecommunications Consumer Protections (TCP) Code to be scrapped in favour of robust and enforceable industry standards that better protect Australian consumers. Read more: Time to scrap 'consumer protections' rules which do not protect consumers
ACCAN recently submitted to the Australian Communications and Media Authority (ACMA)'s consultation on new rules on telco complaints handling. The ACMA has amended the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 after the Optus outage of November 2023 exposed issues with the complaints handling processes of telecommunications providers.
ACCAN recently submitted to the Australian Communications and Media Authority (ACMA)’s proposal to amend the Telecommunications (Emergency Call Service) Determination 2019. Read more: Proposed amendments to the Telecommunications (Emergency Call Service) Determination 2019
ACCAN recently submitted to the Australian Communications and Media Authority (ACMA)’s proposal to amend the Telecommunications (Customer Communications for Outages) Industry Standard 2024.
With the recovery from ex-Tropical Cyclone Alfred underway—and many parts of Australia's east coast still experiencing significant rain and flooding—attention must soon turn to how new communications technology that can support those in emergency situations due to natural disasters, says peak communications consumer body ACCAN. Read more: ACCAN calls for modern emergency alert tech for natural disasters
ACCAN recently submitted to Communications Alliance’s consultation on the Telecommunications Consumer Protection (TCP) Code Review 2024. ACCAN has engaged with the TCP Code review since our first submission to this consultation in June 2023.
ACCAN recently submitted to the Australian Communications and Media Authority’s (ACMA) proposed changes to the Numbering Plan. |