ACCAN acknowledges the need to actively promote equal access to all ACCAN events, consultations, submissions and other information. This reflects our principles of equal access and meaningful inclusion of people with disability. ACCAN strives to be a model in this field, for other not-for-profits, industry and government.

ACCAN endeavours to maintain its website in accordance with the WCAG 2.2AA guidelines and WCAG2.2AAA where possible. We welcome feedback on our content.

Our site contains an accesibility toolbox to change colour themes and resize text. The standard and inverted colour themes meet WCAG 2.2AAA contrast ratings.  Browsers also have their own text resizing capabilities outlined below.

Change your text size

If you would like to increase the size of text you see on this website we recommend you use your web browser to zoom into the sites pages making the text larger while preserving the layout of the page. Here's how to do this for the most popular browsers;

Firefox

First, at the top of the Firefox window on the menu bar, click the View menu, scroll to the Zoom sub-menu and use the zoom controls as required.

Zoom with keyboard

• To increase the text size / zoom in, press and hold the "Ctrl" while pressing +.
• To decrease the text size / zoom out, press and hold Ctrl while pressing -.
• To reset your text size to default, press and hold Ctrl while pressing 0.

Mouse: If your mouse has a scroll wheel, press and hold Ctrl while scrolling up to decrease the text font size and down to increase it.

More about resizing in Firefox

Google Chrome

Open the "Customize and control Google Chrome" spanner icon (see image right). Use the Zoom controls to resize your text as required.

Zoom with keyboard

• To increase the text size / zoom in, press and hold the "Ctrl" while pressing +.
• To decrease the text size / zoom out, press and hold Ctrl while pressing -.
• To reset your text size to default, press and hold Ctrl while pressing 0.

Mouse: If your mouse has a scroll wheel, press and hold Ctrl while scrolling up to decrease the text font size and down to increase it.

More about resizing in Chrome

Microsoft Edge / Internet Exporer 7+

Zoom with keyboard

• To increase the text size / zoom in, press and hold the "Ctrl" while pressing +.
• To decrease the text size / zoom out, press and hold Ctrl while pressing -.
• To reset your text size to default, press and hold Ctrl while pressing 0.

In Internet Explorer 8 simply use the Magnifying glass in the bottom right corner of your browser frame.

More about resizing in Internet Explorer 8

More about resizing in Internet Explorer 7

Internet Explorer 6

To adjust the text size:

1. 1. Select menu item View > Text Size
   2. Click on the desired size. (The dot indicates the one currently selected.)

Download: How to use less data on your smartphone60.5 KB

Download: How to use less data on your smartphone124.99 KB

Smartphones can chew through your data allowance without you realising it. This can be because data-hungry apps are left open or simply due to default settings on your phone.

It can be very expensive if you go over your monthly data allowance. Our blog post on excess mobile data charges outlines what some of the telcos charge for going over your mobile data allowance.

Read more: How to use less data on your smartphone

Have you received a text message like the one below informing you that you’ve subscribed to a subscription service and will be charged a fee for that service?

These types of messages don’t come from your telco and may result in charges being added to your phone bill. These charges are for third party services which means your telco is allowing another provider to sell content to you which you pay for on your phone bill. What you are buying can be phone apps, pay per view videos, games and other content. They can be one-off charges or ongoing subscriptions.

Read more: What to do if you get third party charges on your phone bill

Many companies offer gift cards as a convenient way for customers to purchase apps, books, movies, and video games from app stores. But as convenient as gift cards are for consumers, they are just as attractive to scammers who present them as legitimate payment methods in sophisticated scam scenarios.

Don’t be misled by these scams. Gift cards can only be used at the company they were issued for, not as payments for other goods, services, bills, or fines. If anyone ever asks you to pay them for anything in gift cards, it’s a scam. You should never be asked to share your gift card codes with anyone.

Read more: Protecting Yourself from Gift Card Scams

Contact Us

We encourage you to talk to us before applying for an ACCAN Grant. The Grants Team is available to help develop your project idea, ensure it's within scope, and with enough notice, we may be able to review a draft and help you make the most of your application.

The best way to reach us is via email - let us know a good time & number to phone you, or simply pop your questions & project ideas into the email. We will get back to you as soon as we can: 

Email: grants @ accan.org.au

Phone: 02 9288 4000 (ACCAN reception) or via the National Relay Service

Subscribe

To keep up to date with all things grants related and to better understand ACCAN's work, subscribe to the mailing lists below:

Download: Introduction to Social Media62 KB

Download: Introduction to Social Media326.36 KB

What is social media?

Social networking on social media websites involves the use of the internet to connect users with their friends, family and acquaintances. Social media websites are not necessarily about meeting new people online, although this does happen. Instead, they are primarily about connecting with friends, family and acquaintances you already have. The most well-known social media platforms are Facebook, Twitter, Instagram and LinkedIn. These websites allow you to share photos, videos and information, organise events, chat, and play online games.

Read more: Introduction to Social Media

Recently ACCAN has heard increasing reports about fraudulent mobile number porting and identity theft.

What is a mobile number porting scam?

Fraudulent mobile number porting happens when a scammer uses your personal details to port your mobile number from one provider to another. Scammers can get access to your personal details, such as your date of birth, phone number and address, via your social media profiles.

Read more: Fraudulent mobile number porting and identity theft

Download: Poor mobile reception: what can you do?58 KB

Download: Poor mobile reception: what can you do?413.37 KB

From time to time most of us will have a call drop out, delayed texts or slow internet on our mobile phone. But, if you regularly have mobile reception problems, then you are not getting the service you are paying for.

Read more: Poor mobile reception: what can you do?

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services. ACCAN focuses on goods and services encompassed by the converged areas of telecommunications, broadcasting, the internet and online services, including both current and emerging technologies.

We aim to empower consumers to make good choices about products and services. As a peak body, ACCAN will represent the views of its broad and diverse membership base to policy makers, government and industry to get a better outcome for all communications consumers. Member groups include community legal centres, disability advocates, indigenous organisations, financial counsellors, regional organisations, farmers’ federations, parents groups, seniors organisations and other individual members.

The operation of ACCAN is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

ACCAN administers a Grant Program as part of its funding agreement with the Commonwealth Department of Communications. The aims of the Program are to support consumer research and representation that is aligned with ACCAN’s strategic plan.

Unwanted text messages can be incredibly annoying, especially when it feels like you can’t do anything to stop them. However, some text messages can be sent with the intent to cause harm and need to be treated with caution.

Scamwatch reports that Australians lost over $1.4 million to scam text messages in January alone. According to that report, text messages are now the most popular method for scammers to target people. While both the government and the telecommunications industry have announced that they’re looking into solutions for this problem, there are still a few things you can do to keep yourself safe.

Read more: Spotting Scam and Spam Text Messages

Download: Travelling overseas with a mobile phone50.95 KB

Download: Travelling overseas with a mobile phone346.11 KB

If you are travelling overseas and would like to use your mobile phone you have a number of options to consider.

Read more: Travelling overseas with a mobile phone

Fixed wireless broadband provides internet using an antenna dish installed on your house.

Here are some that we are aware of:

• Acenet AirStream (NSW Southern Highlands)
• Aussie Broadband (Gippsland, Western Victoria, South Australia)
• Beam Internet (Barossa Valley and Regional SA)
• BITS wireless
• Bitwave Networks (NSW – Parks)
• Clear broadband (Perth, Tasmania, Brisbane, Melbourne and Adelaide)
• Clearstream Broadband (QLD – Brisbane, Ipswich, Lockyer Valleys)
• Countrytell (NSW- Hunter, Mid North Coast)
• Dreamtilt (QLD)
• DCSI (West Gippsland)
• Gtelecom (Greater Melbourne area)
• iiNet WiMax (South Australia)
• Just IP (regional NSW and Queensland)
• Lightning Broadband 
• Next Gen Wireless (Queensland and Northern Territory)
• Node1 (Geraldton, Walkaway, Dongara and Perth)
• NuSkope (South Australia)
• Red Broadband (Western Australia)
• Red fox (QLD)
• Shoalhaven Internet (NSW - Shoalhaven)
• Speedweb (VIC - Morewell, Traralgon, La Trobe Valley)
• Splash Internet (NSW Eden area)
• Tasmanet (Tasmania)
• The Signal Co (Canberra)
• Wires Broadband (Gold Coast, Sunshine Coast and Northern New South Wales)
• Wi Sky (regional NSW and Queensland)
• Uniti Wireless (Adelaide)
• YLess4U (ACT)
• Yourhub (Townsville, suburbs and surrounding areas)

Our 2016 Conference is all about equipping consumers with the tools they need to get and stay connected to communications services. We have identified three key areas where consumers need better tools. Please share your responses with us on any of the questions below:

• What legal protections do consumers need to help them get/stay connected?
• What information needs to be more widely accessible to consumers?
• How could products be better designed to suit consumer needs?

Read more: Ideas Garden

Executive

		Carol Bennett, Chief Executive Officer As CEO, Carol oversees all of ACCAN's work and operations. She is a highly respected leader with a strong track record of delivering positive change for consumers and communities in all her previous CEO roles. She has outstanding expertise in strategic decision-making, communications, advocacy, stakeholder management, financial performance, collaboration building, government relations and corporate governance. Carol has held senior executive and board positions with national peak bodies in the health sector. Most recently, she was CEO of the Alliance for Gambling Reform from 2021 until commencing at ACCAN in mid-2024.
		Gareth Downing, Deputy Chief Executive Officer Gareth oversees a team responsible for ACCAN’s policy work, community engagement and membership. His career has focused on policy and regulation and he has worked on policy across a number of regulated sectors including telecommunications, energy and water.  Gareth is committed to advancing consumer’s interest through his leadership of ACCAN’s policy team. Gareth has previously sat on the ACCAN board, and prior to that worked for ACCAN in the role of Senior Policy Analyst providing advice on a wide range of policy, economic regulation and pricing matters. Gareth holds tertiary qualifications in policy, economics and law.

Staff

		Joanna Ifield Joanna Ifield is ACCAN’s Director of Policy. Joanna has worked in senior leadership roles in financial services consumer protection regulation, including compliance monitoring under industry self-regulatory frameworks. She has had a long career in consulting, providing pricing and infrastructure economic regulation advice to regulated businesses in energy, water and transport sectors, as well as government agencies on regulatory policy and reform projects. Joanna has built strong relationships with consumer advocates and representatives, working collaboratively to improve outcomes for consumers.
		Alec Bennetts Alec Bennetts is ACCAN's Media and Communications Officer. He oversees external ACCAN communications, including media releases, newsletters, website content, and member communications, and ensures ACCAN is well-represented in national and local media. Alec has previously worked in policy research and political communications. He holds a Bachelor of Arts from the University of Sydney.
		Elise Ackland Elise has always had a keen interest in technology and harnessing its potential, particularly for people with disabilities and seniors. Living with a physical disability herself, Elise uses that lived experience and her keen interest in technology to empower people, encouraging them to seek out positive ways for assistive technology to enhance and support their lives.  Elise’s knowledge and skills have been built up over decades of experience supporting Australians with internet access, assistive technologies, and communications devices. Her career has included supporting Australians with the switchover to digital TV, the rollout of digital radio, assisting people with different abilities to get online, and more recently in the nonprofit sector, training volunteer cancer survivors to use virtual meeting technology to share their important stories with Australian medical schools. The Accessible Telecoms project is a great fit to share her skills and knowledge with people who may be struggling to keep up with the advancements in telecommunications and assistive technology.
		Con Gouskos Con Gouskos leads ACCAN’s work on telecommunications consumer protections. Con regularly engages with financial counsellors and community legal centres concerning telecommunications consumer protections. Con holds a degree in International Studies from the University of New South Wales and a Certificate IV in Government from TAFE. He is currently working towards a Master of Administrative Law and Policy at the University of Sydney.
		David Hack David is a graduate policy and research officer working in ACCAN’s policy team to advocate on communications issues and provide coordination assistance for ACCAN’s grants program and commissioned research. David holds a Bachelor of Information Communication Technology from Western Sydney University and previously worked in the IT sector before an interest in economics and policy led to further studies in that field. He holds a graduate certificate in behavioural economics and will soon complete a Masters in Behavioural Economics from the University of Technology Sydney.
		Sam Kininmonth Sam Kininmonth leads the ACCAN policy team’s research work and engagement with the research sector. An experienced consumer advocate, Sam previously worked as a lecturer at the University of Melbourne and RMIT University. He holds a Bachelor of Arts (Honours) from Swinburne University of Technology and a Bachelor of Communication (Distinction) from RMIT University. Sam is completing a PhD on digital media and automation in the ARC Centre of Excellence for Automated Decision-Making and Society at RMIT University.
		Rebekah Palmer Rebekah Palmer is ACCAN's Communications and Policy Officer, leading social media and marketing efforts while supporting the organisation's communications strategy. She also contributes to the policy team, focusing on consumer protections. Rebekah holds a Bachelor of Communications (Honours) from the University of Technology Sydney.
		Dr Amelia Radke Dr Amelia Radke leads ACCAN's work on digital inclusion, with a particular focus on issues relating to the affordability and accessibility of services for First Nations Australians, regional, rural, and remote Australia, and vulnerable consumers. She has extensive experience in policy and research both in academic and non-government settings. She holds a Bachelor of Arts (Honours) in anthropology and a PhD in legal anthropology from the University of Queensland.
		Audrey Reoch Audrey Isadora Reoch is Director of Economic Regulation and leads ACCAN’s engagement with NBN Co on their proposed expenditure, revenue, pricing and service levels for broadband services. Audrey has worked across several fields in infrastructure and regulatory economics through her work at ACCAN and the federal infrastructure and communications departments, where she represented Australia in the Universal Postal Union and International Telecommunication Union. She holds an MA in Social and Political Thought from the University of Sussex and an Honours Degree in Political Economy from the University of Sydney.
		Amelia Pearson Amelia Pearson is an economic policy officer focused on ACCAN's engagement with NBN Co, specifically addressing the economic aspects of broadband services. Amelia has a Bachelor of Politics, Economics and Philosophy and a Bachelor of International Relations from the Australia National University.
		Anabelle Keaney Anabelle Keaney is ACCAN’s Social Media and Content Manager. With a background in media, marketing and graphic design, she enjoys bringing these disciplines together to craft compelling content in both a written and visual capacity. She holds a Bachelor of Media (Public Relations & Advertising) and Bachelor of Design (Honours) from the University of New South Wales and has studied Creative Writing at the University of Oxford.
		Ayden Castro Ayden is a highly organised and results-driven Office Manager with extensive experience in office operations, administrative management, and executive support. At ACCAN, he plays a key role in streamlining workflows, enhancing productivity, and fostering a collaborative work environment that supports the organisation’s mission and leadership.

The map was prepared using available data from Telstra (June 2016), nbn (October 2015) and the Department of Communications and Arts (MyBroadband Version 4 2016). It identifies areas, and the reasons, that may be unable to get an ADSL service and when these areas will have services over NBN.

Tell me more

Mobile broadband plans are designed to be used on the go. The SIM card inserts into one device, such as a tablet or phone. For more than one person or device to connect you need to 'hotspot' the device.

It is important to check that provider offers coverage in your house!

• Amaysim
• Jeenee Mobile
• Optus
• Ovo
• Spintel
• Vaya
• Yomojo

There are a number of companies that have their own ADSL equipment. If one provider has no availability, another might. Here are some companies that have their own ADSL equipment:

• Aussie Broadband
• Eftel
• iiNet
• Internode
• iPrimus
• OnTheNet (Queensland)
• Optus
• Telstra
• TPG
  
  

There may also be other fixed line networks that operate in your area that you may be able to use, such as:

• iiNet VDSL2 (ACT)
• Optus Cable (Sydney, Melbourne, Brisbane)
• Telstra (Velocity, South Brisbane, Cable)
• Wondercom FTTB
  
  

If you are in a new development you may have access to other networks. You can check the new developments map to see if you are covered.

Check nbn to see when you will be connected to the National Broadband Network.

Telstra admitted that over 100,000 of its customers were misled over third party charges by its Premium Billing service.

Yesterday, the Australian Competition & Consumer Commission (ACCC) launched proceedings against the telco giant, alleging that Telstra made false or misleading representations to consumers regarding its third party billing services.

Read more: Telstra misled its customers over third party charges

Home wireless provides internet at one location using a modem/gateway device with a mobile SIM card. It requires power from a socket in your house. A number of people and devices can connect to the internet through the modem/gateway.

It is important to check that the provider offers coverage at your house!

• Optus
• Telstra
• Vivid Wireless
• Exetel

The Regional, Rural, and Remote Communications Coalition (RRRCC) is a collective of 21 organisations dedicated to improving connectivity in the bush. Through awareness campaigns and direct advocacy, the RRRCC amplifies the voices of communities in regional, rural, and remote Australia.

Read more: Regional, Rural and Remote Communications Coalition

 
Join the discussion on our Facebook Broadband Help group to share your experiences and connect with similar consumers.

Contact ACCAN at This email address is being protected from spambots. You need JavaScript enabled to view it. if you are unable to get a service, or if you are a provider who can offer consumers’ services.

Ask your provider if your request for service can be added to a waiting list.

Providers should keep your address and notify you when services become available in the future.

Australian Communications Consumer Action Network
PO Box A1158
Sydney South, NSW 1235

ACCAN’s purpose is to work for “communications services that are trusted, inclusive, accessible and available for all.”  We need the expertise and support of individuals and organisations to help guide ACCAN’s work towards better outcomes for all communications consumers. ACCAN facilitates opportunities each year through our consultative forums and conference for ACCAN Members to help guide our strategic direction. Become an ACCAN Member and have your voice heard!

The benefits of becoming an ACCAN member are:

We put consumers first

We are a community-based, member-driven, not-for-profit, non-party political organisation.

Be heard:

Tell us about your issues and opinions through direct contact with us. We also have expert Advisory Forums, which members can nominate to join, which help us identify consumer issues and strategies to address them. 

Be informed:

Our weekly newsletter will keep you up to date with news and issues affecting consumers and the communications industry. Your membership also means you will receive ACCAN at a Glance which will keep you up to date with our policy, grants and research activities, as well as industry and regulatory news, and tip sheets.

Be equipped:

ACCAN tip sheets and educational resources will help you and your constituents on consumer rights and important issues.

Fight the good fight:

Take part in our campaigns, research and grants projects to help us advocate for consumer rights.

Networking:

Participate in ACCAN Events, including discounted fees for our annual conference, profiling your work and events through our website, find other events and contacts through ACCAN.

Have a say:

Your membership to ACCAN entitles you to nominate and vote for directors on the ACCAN Board.  You can also choose to become a non-voting, Associate Member.

Telecommunications outages happen from time to time. On November 8 2023, Optus experienced a critical nationwide outage on mobile and NBN broadband networks that lasted at least 8 hours and, for some customers, up to 12 hours. As of November 9 2023, Optus is offering affected consumers on eligible plans 200GB of extra data, and free, unlimited data for pre-paid customers on weekends for the rest of the year. For the latest information, see the Optus Outage Response page.

After an outage on its mobile and fixed networks in 2016, Telstra offered its mobile customers free data days as compensation. For the NBN/ADSL outage, Telstra offered a $25 credit to consumers and a $50 credit to businesses who were offline for an extended period of time. This was applied automatically to customer accounts.

Depending on your circumstances, the compensation offered by your telco may not be adequate. If you or your business was affected and suffered losses due to an outage, you may be entitled to seek additional compensation. 

Read more: Compensation for telecommunications outages

The following e-commerce policy is offered as an outline to the e-commerce facilities available through this site.

List of services offered by ACCAN

• Organisational membership to ACCAN valued between $0.00 and $275.00 annually (inc. GST).
• Individual membership to ACCAN valued between $0.00 and $33.00 annually (inc. GST).
• Registration for the ACCAN National Conference. This service is not currently offered through accan.org.au. The approximate value will be $120 – $900 (inc. GST).

Note:
These services are currently offered by ACCAN (July 2011-present) but are not intended to limit the services offered in the future. Prices are reviewed by ACCAN executives and Board on an annual basis and are subject to change. 

Refund policy

If ACCAN membership is not approved by the Board, all monies will be refunded to the applying organisation or individual within 14 business days of the Board’s decision being made available to the applicant.

Attendees of the ACCAN National Conference will have the option to cancel their registration.  If registration is cancelled within 14 days of the event no refund will be offered, otherwise a full refund will be given.

Delivery / Returns / Postage

There are no delivery, returns or postage requirements relating to ACCAN’s e-commerce activities.  ACCAN endeavours to make all membership applications a paperless process for applicants. For any items posted by the applicant to ACCAN in relation to membership, the cost of postage is paid by the applicant.

Invoices

Invoices are automatically generated by our system and will be clearly identifiable as being issued by ACCAN. If you require any further information or copies of invoices please contact ACCAN via our Contact page.

Credit card details

All credit card payments made to ACCAN will be kept confidential by our e-commerce providers (Bendigo Bank and E-Way) in accordance to industry standards and regulations. If a credit card payment is made via mail or telephone, details will be kept confidential and held securely by ACCAN. ACCAN will endeavour to make any purchase appearing on your credit card statement identifiable as being made to ACCAN.

Prices

All prices quoted by ACCAN will be in Australian dollars and include GST. 

Contact details

ACCAN can be contacted on all e-commerce matters using the details available on our Contact page.

Welcome to the ACCAN employment page.

The Australian Communications Consumer Action Network, ACCAN, a not-for-profit organisation, maintains an accessible work environment and encourages applications from Aboriginal and Torres Strait Islander peoples, persons with disabilities and people from culturally, linguistically and religiously diverse backgrounds.

ACCAN is Australia’s peak body representing the interests of all consumers in communications issues. ACCAN is an important and independent consumer voice promoting the accessibility, quality of service, affordability and availability of communications services for all Australian consumers with particular concern for vulnerable consumers whose needs are underrepresented.

• High profile consumer body
• Communications industry
• Diverse, interesting role working in vibrant NGO
• Supportive work environment
• Sydney CBD location with easy access to public transport

2024 Grants Round

The next round of the ACCAN Indpendent Grants Program will open: Tuesday 30th January, 2024.

If you are thinking of applying, we encourage you to contact us in advance. The Grants Team is available all year round* to provide feedback on your project idea and answer any questions you have. Please Contact Us.

*Note that the ACCAN office will close December 22nd 2023 and reopen Monday 8th January 2024.

When the round opens, we will publish updated Guidelines and Priority Themes, which are expected to be similar to previous years. Below you can find information about last year's Round for your reference:

• 2023 Round Guidelines
• 2023 Round Priority Themes
• 2023 Round Timeline
• Who can apply?
• What is eligible?
• What won't get funded?
• Contact us

2023 Round Guidelines (2024 Guidelines COMING SOON)

Consult the Guidelines for everything you need to know about how the ACCAN Grants Program works, including eligibility, how to apply, the timeline and what to expect. These guidelines contain the rules for the Program and the assessment approach.

Download:ACCAN Grants Program Guidelines 2023.docx4.69 MB

Download:ACCAN Grants Program Guidelines 2023.pdf1020.47 KB

2023 Round Priority Themes (2024 Priorities COMING SOON)

All applications MUST be framed in terms of a specific consumer problem aligned with ACCAN's strategic plan. 

If you are applying under the Research Stream, you MUST ALSO demonstrate alignment with one of the below Priority Themes. Priorities are formulated in consultation with ACCAN's stakeholders and change year to year.  

2023 Priority Themes: 

• Communications privacy and security e.g., cyber-security.
• Digital exclusion e.g., policy issues; practical responses; economic cost.
• Communications affordability e.g., Obstacles to device and service upgrades; mis-selling; sales tactics; financial hardship.
• Solutions to communications issues for remote consumers.
• Other topics which can demonstrate direct alignment with ACCAN’s strategic plan.

   

2023 Round Timeline (2024 Timeline COMING SOON)

Who can apply?

Eligible projects come from a range of applicants, such as individual researchers, community organisations, local councils and universities – all you need is an ABN and some great ideas. Check our website to see previous grant recipients. We strongly encourage partnerships, so if you're interested in a partnership with industry, a community organisation or university, get in touch with us as we may be able to make an introduction.

What is eligible?

Eligible projects address telecommunications consumer issues. A telecommunications consumer issue is one that is systemic, persistent and generally widespread, affecting consumers in their use of telecommunications and internet services. The issue could be something that affects the general public or it might be an issue affecting a particular part of the community such as children, older people, or people with disabilities, but preferably one where multiple sectors would benefit from a solution.

It could be a project that addresses consumer rip-offs or people getting into debt over their phone or internet usage. Or you may be studying the regulatory space for telecommunications services in Australia. These are just some examples. Whatever your project, it fills an identified gap and improves telecommunications goods, services or information for Australian consumers.

Make sure you have a look at ACCAN's strategic plan, our policy priorities and website before applying.

What won't get funded?

We often see applications which use apps, websites or other technologies to benefit Australian consumers in some other way eg. to improve their health, educate them about community services, or deliver arts or wellbeing programs to Australians in need. While these are all worthwhile projects, they do NOT fall within ACCAN's remit and would be deemed ineligible under the ACCAN Grants Program. Your project needs to demonstrate outcomes for telecommunications consumers.

Questions to ask yourself include:

1. How does my project improve the purchase or use of phone and internet services in Australia?
   
   
2. What are the outcomes for the telecommunications sector? Is my project directed at telcos, telecommunications regulators, government or consumers with regards to their telecommunications use?  - If so, then your project is likely within scope. If your aim is to improve other sectors, then your project is ineligible.

 ACCAN's scope generally does NOT include content, unless that content is related to telecommunications eg. phone plans, billing, privacy of telco contracts, consumer rights with regard to phone or internet services.

If you're unsure if your project fits our Program, or even if you're sure it does, talk to us. If you give us enough time, we may even be able to provide feedback on application drafts.

For the full list of eligibility criteria, see the Guidelines.

Will ACCAN fund overheads?

ACCAN won't fund overheads, such as administration levies, general office space and so on. We don’t cover normal operating costs for an organisation to do its business either. The grant program funds clearly defined projects and project activity towards specific outputs.

We do cover all costs that are directly attributable to the project itself, e.g. project labour, project management, project accounting, or even office space and room hire if it can be justified as directly attributable to the project.

It all depends on how clearly the cost is related to the project - If you weren’t doing this project would the cost still exist? If yes, then we won’t cover it. Is it an arbitrary levy added by your organisation on top of the project? If yes, we won't cover it. We only cover costs for activities inside the project.

Contact us

We strongly encourage prospective applicants to phone or email ACCAN's grants team to discuss your project idea. Remember, applications are assessed independently, so we are able to help you develop your idea and hone it appropriately for the ACCAN Program. We're also available for any other questions you might have about ACCAN Grants.

Email: grants @ accan.org.au
Phone: 02 9288 4000
Or contact us via the NRS. 

Complaints to the Telecommunications Industry Ombudsman (TIO) about excess data charges have been steadily dropping over the past year. This is most likely due to better value excess data packs (most telcos now charge about $10 for 1GB) and plans with bigger data allowances being offered by the telcos.

While complaints are down, excess data charges can still be a shock on your monthly bill, especially if you are on a tight budget. Extra data packs that automatically kick in are convenient, but most of these data packs expire when your monthly billing period is up. It is important to watch your data usage because you may spend extra money on data that you might not get to use.

Read more: How much will excess mobile data cost you?

All content on this website that is not an external link or externally sourced and cited, is the property of ACCAN. You are free to quote from our media releases.

Individual publications on this website which are labelled as Creative Commons publications are licensed under the Creative Commons Attribution 3.0 Australia Licence. To view a copy of this license, visit http://creativecommons.org/licenses/by/3.0/au. You are free to cite, copy, communicate and adapt this work, so long as you attribute The Australian Communications Consumer Action Network (ACCAN) and/or any other authors.

If you intend to use ACCAN content please contact us to discuss any licensing restrictions.  ACCAN retains a library of works and design files that may be made available to you to help you with your work.

Consumer Information, such as tip sheets, that are produced solely by ACCAN and distributed on its website are available for use by external parties under the following creative commons licence. 

This work is licensed under a Creative Commons Attribution 3.0 Australia License.

ACCAN's Easy English logo is available for use under the following license:

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Download: Easy English logo design set 139.27 KB

© Copyright 2021

The University of Sydney

Grant round: 2013

Read more: Homeless and Connected: Mobile phones and mobile internet in the lives of families and young...

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:

• Informing Small Business: Examining fixed phone and broadband products
• Small Business Telecommunications Service Use and Experience

Experiencing Financial Hardship

Welcome to ACCAN’s financial hardship portal. Here you can find useful information about what you can do if you are struggling to pay your bills.

Financial hardship happens when you are unable to meet repayment obligations for services that you’re using.

Since the introduction of the Financial Hardship Standard in March 2024, telcos must provide short term assistance to customers - and cannot ask for proof until a certain time has passed. For more information, consult ACCAN's Quick Guide to Financial Hardship Standard.

If you find yourself unable to pay a bill you will need to tell your service provider that you are experiencing financial hardship so that they can help you.

You can also talk to a financial counsellor for free and anonymous help.

Visit ‘How Can I Get Help’ to see the contact details for your service provider, and for more information about financial counsellors.

Download: What affects the quality of my broadband brochure40.75 KB

Download: What affects the quality of my broadband brochure404.28 KB

Hello...hello...can you hear me..?

Is poor internet preventing you from talking with family and friends, watching your favourite shows or uploading photos of your recent adventures to share with everybody?

Read more: What affects the quality of my broadband?

Recently ACCAN has heard reports of consumers having to replace their NBN backup batteries earlier than expected, sometimes while under warranty.

Prior to October 2014, it was mandatory to have a backup battery in an NBN box for services in fibre to the premises areas. It is now an optional feature.

Not all consumers need to have a backup battery. You only need to have one if other services are reliant on your connection, or if you have no alternative access to emergency services (e.g. via mobile services) when there is a power outage. These services include medical alarms and fixed-line telephones.

The recent reports suggest that many consumers are finding that their backup battery has needed replacing sooner than expected. ACCAN is concerned that poor quality batteries may cost consumers extra money if they keep needing to be replaced. The process of replacing a battery may be difficult for some consumers. We are concerned that some may require the assistance of a technician when replacing the battery which would also add to the costs.

Read more: Confusion over NBN backup batteries

Background

In March 2018 it was revealed that the data firm, Cambridge Analytica, gained unauthorised access to almost 87 million (primarily United States) Facebook users’ data. Also implicated was Cambridge Analytica’s British counterpart, Strategic Communication Laboratories.

Facebook users’ data was harvested through the two data firms through a personality-quiz app created by Cambridge psychology professor, Aleksandr Kogan, named “This Is Your Digital Life”. Facebook confirmed that only 270,000 Facebook users downloaded Kogan’s app, but Facebook has not yet refuted claims that up to 87 million users’ data had been accessed. During this time, when Facebook users downloaded apps connected to their Facebook accounts, they also exposed data from many of their friends to the app developer, hence, the large estimated number of users affected.

Read more: Cambridge Analytica and Facebook: The Aftermath

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

2508+ Disconnected
Able Australia
Acceleon
AccessPlus WA Deaf
Achieve Australia
ACT Council of Social Services Inc.
Adult Learning Australia
Association of Independent Retirees
Australian Council of Social Service
Australian Federation of Deaf Societies
Australian Federation of Disability Organisations
Australian Privacy Foundation
Australian Regional Business Development Specialists
Australian Seniors Computer Clubs Association
Australian Smart Communities Association
Better Hearing Australia
Better Internet for Regional, Rural and Remote Australia (BIRRR)
Blind Citizens Australia
Broadband for the Bush
CARE Inc
Central Land Council
Centre for Appropriate Technology
Centre for Inclusive Design
Centre for Indigenous Technology, Information & Engineering Solutions
CHOICE
Collective of Self Help Groups
Combined Pensioners and Superannuants Association of NSW
Combined Pensioners and Superannuants Association of Victoria
Communications Rights Australia
Community Broadcasting Association of Australia
Community Legal Centres NSW
Consumer Action Law Centre
Consumer Credit Legal Service WA
Consumer Policy Research Centre
Consumers' Association of South Australia
Consumers' Federation of Australia
Cotton Australia
Council of Small Business Organisations of Australia
Council on the Ageing Australia
Council on the Ageing Western Australia
Country Women's Association of Australia
Deaf Australia
Deafblind Australia
Deaf Children Australia
Deaf NT
Deaf Society of NSW
Deafness Forum of Australia
Desert Knowledge Australia
Differently Abled People Association Inc.
Digital Tasmania
Electronic Frontiers Australia
Ethnic Communities Council of WA
Expression Australia
Family Drug Support
Federation of Ethnic Communities Councils of Australia
Financial Counsellors Association of Queensland
Financial Counsellors Association of Western Australia
Financial Counselling Australia
Financial Counselling Victoria
Financial Rights Legal Centre NSW
First Nations Media Australia
Westjustice (Footscray Community Legal Centre)
Health Consumers of Rural & Remote Australia
Hitnet
HK Training & Consultancy P/L
IDEAS NSW - Information on Disability & Education Awareness Services
IEEE Society for the Social Implications of Technology (SSIT) – Australia Chapter
Illawarra Legal Centre
Indigenous Consumer Assistance Network
Infoxchange
Inner Sydney Regional Council for Social Development
Internet Australia (formerly Internet Society of Australia)
Isolated Children's and Parents Association Australia
Isolated Children's and Parents Association QLD
Isolated Children's Parents' Association NT
Isolated Children's Parents' Association NSW
Isolated Children's Parents' Association WA
itControl
Kingsford Legal Centre
Leep NGO Inc
Macarthur Legal Centre
National Association of Community Legal Centres
National Children's and Youth Law Centre
National Council of Women of Australia
National Ethnic Disability Alliance
National Farmers Federation
NSW Farmers Association
People with Disabilities WA
People with Disability Australia Inc
Physical Disability Australia
Physical Disability Council of NSW
Public Interest Advocacy Centre
Queensland Consumers Association
Queensland Council of Social Service
Redfern Legal Centre
South Australian Financial Counsellors Association
Tasmanians with Disabilities Inc.
Tenants Queensland Inc.
The Benevolent Society
Think + DO Tank Foundation Limited
Uniting Care Wesley Bowden
Vision Australia Limited
Westwood Spice
Women's Legal Services Australia
Women's Legal Services NSW
Women with Disabilities Australia
Youth Affairs Network of Queensland

Acknowledgement of Country

The Australian Communication Consumer Action Network (ACCAN) acknowledges and pays respect to the past, present and future Traditional Custodians and Elders of this nation and the continuation of cultural, spiritual and educational practices of Aboriginal and Torres Strait Islander peoples. Aboriginal and Torres Strait Islander peoples should be aware that this website contains images, names, and audio recordings of people who may have passed away.

Acknowledgement of Accessibility

ACCAN acknowledges the need to actively promote equal access to all ACCAN events, consultations, submissions and other information. This reflects our principles of equal access and meaningful inclusion of people with disability. ACCAN strives to be a model in this field, for other not-for-profits, industry and government.

ACCAN endeavours to maintain its website in accordance with the WCAG 2.1AA guidelines and WCAG 2.1AAA guidelines where possible. We welcome feedback on our content.

External Content Acknowledgement

Although ACCAN takes care to direct our subscribers to sites with accurate and reliable content, we advise that ACCAN is not responsible for the content within external sites and has no control over the views, services or information contained therein. Information contained on external sites may not necessarily reflect ACCAN's policies, standards or beliefs.

The Australian Communications Consumer Action network (ACCAN) is pleased to announce the 2015 Apps For All Challenge, sponsored by Telstra.

About

Every minute 47,000 apps are downloaded worldwide, but millions of Australians may be missing out on the digital revolution if apps are not accessible.

The Apps For All Challenge is back in 2015 to award the outstanding apps which are accessible to all Australians.

An accessible app is designed with the largest number of people in mind – including people with disability and older Australians. Accessibility is not only crucial for the almost 1 in 5 Australians living with some form of disability, but it also means developers can target millions more customers who were previously locked out of the app market.

In honouring Australia's most accessible apps, the Apps For All Challenge will raise awareness and encourage Australian developers to be world leaders in accessible mobile technology. The winning apps will be announced at the ACCAN National Conference in September 2015.

Winners in each category will receive a cash prize from Telstra  and promotion through Telstra social media.

The categories

Nominations will be accepted in the following categories:

1. Most accessible mainstream app
2. Most innovative app designed for people with disability or older Australians
3. Most accessible children's app
4. Most accessible game app

What exactly makes an app accessible?

Accessibility means that an app can be used by the most people possible without the need for modification. Many people have, or develop with age, impairments related to vision, hearing, cognition or mobility. Apps which address these needs in their design and operation are more accessible than apps which do not have any consideration for users' differing abilities.

For example, if an app uses video, the video should have captions for people who are Deaf or hearing impaired. For users who are blind or vision impaired, control buttons should include an "alt tag" to alert users of the button's purpose.

Apps incorporating the following features will be reviewed more favourably:

• Ease of use – including ease of download and installation
• Market gap – apps which fill a market gap for one or more user groups
• Value for money – apps which provide good value for money and do not require people with disability to pay more for the same functionality
• Universal design – the app is accessible across all user groups
• Availability – available across multiple operating systems

Accessibility guidelines for developers

• World Wide Web Consortium's mobile accessibility guidelines: http://www.w3.org/WAI/mobile/
• Apple accessibility guidelines: https://developer.apple.com/accessibility/
• Android accessibility guidelines: http://developer.android.com/guide/topics/ui/accessibility/index.html

Things to remember

• Only Australian developed apps are eligible
• An app can only be nominated for one category
• Nominated apps must be designed for one or more of the following mobile operating systems; iOS, Android, Windows
• Existing apps can be nominated
• The nominated apps will be evaluated by an independent panel of Australian accessibility experts. The panel will shortlist the best three apps in each category, with the winning apps announced at the ACCAN National Conference in September 2015
• Nominated apps should conform to ACCAN's values and vision

How to nominate an App

Anyone can nominate an app. Nominations can be sent to This email address is being protected from spambots. You need JavaScript enabled to view it. or call ACCAN on 02 9288 4000 / TTY 02 9281 5322.

Nominations close on 15 June 2015. If you have any questions please email us on This email address is being protected from spambots. You need JavaScript enabled to view it..

Download: Apps For All Challenge 2015.doc87.5 KB

Download: Apps For All Challenge 2015.pdf226.68 KB

ACCAN values disability access. We want to be a model in this field, for other not-for-profits, industry and government. ACCAN has registered our 2022-2024 Disability Inclusion Action Plan with the Australian Human Rights Commission’s Register of Disability Discrimination Act Action Plans.

Through enacting our Disability Inclusion Action Plan, ACCAN aims to:

Read more: Disability Inclusion Action Plan

Download: Making the Right Call: Your Rights As a Phone and Internet Customer [Adobe Acrobat PDF - 197.99 KB]

Download: Making the Right Call: Your Rights As a Phone and Internet Customer [Word 2007 Document - 46.84 KB]

As a telecommunications customer, you have rights that apply to your mobile phone, landline phone, internet and, if it's provided by a telco, your pay TV service. ACCAN has produced a guide, Making the Right Call, that summarises your rights as a phone and internet customer as outlined in the Telecommunications Consumer Protections Code and other relevant laws, regulations and industry codes.

Read more: Making the Right Call: Your Rights As a Phone and Internet Customer

ACCAN is committed to best serving telecommunications consumers by administering a high quality Grants Program that is responsive to consumer needs. We have a two-stage application process, with only  Streams depending on the type of work you are planning to do. 

• Choose your Stream
• Expression of Interest stage
• Expression of Interest form
• Full Application stage
• What should I put in the budget?
• Accessibility
• Top Tips
• Additional resources

First, choose your Stream

You can apply under one of two Streams:

1. Research Stream

Choose this Stream if your proposed project is predominantly research.

2. Education and Representation Stream

Choose this Stream if your proposed project is predominantly consumer education and/or representation.

The lead applicant MUST be from the community sector, or demonstrate strong and genuine community sector partnership.

Expression of Interest stage

Expressions of Interest are completed via a shortened application form and assessed according to the Guidelines by the Independent Grants Panel. 

Step 1 - Read the Guidelines and Strategic Plan.

Step 2 - Create a rough draft of your project idea.

Step 3 - Contact the grants team to review the idea and get advice on whether it is likely to be considered eligible:

Email: grants @ accan.org.au

Call: 02 9288 4000

Or contact us through the National Relay Service

Step 4 - Complete the Expression of Interest form on the SmartyGrants application portal. (You will need to register for a SmartyGrants account if you don't already have one.)

Step 5 - Submit your application online by the due date stated in the Guidelines. Late applications will not be accepted. Note that closing times are in Australian Eastern times.

Expression of Interest form

Download a sample copy of the EOI application form below. Use this to help prepare your application offline or with a team.

Do NOT submit this sample form. All applications MUST be submitted online via the SmartyGrants application portal.

The 2024 application form will be shared here when the round opens. It is expected to be similar to last year's:

Download: 2023 ACCAN Grants EOI Form - sample.docx88.81 KB

Full Application Stage

If your Expressions of Interest is successful, you will be invited to submit a Full Application, also via SmartyGrants. Use the same login details as you used at the EOI stage.

A Word version of the application form will be provided below. As with your EOI, you cannot submit this sample form. You must submit your application online via the SmartyGrants application portal.

Download: 2023 ACCAN Grants Full Application form.docx105.97 KB (2024 application form will be provided after the round opens)

We strongly encourage all Full Application stage applicants to consult the Guidelines and to contact the ACCAN Grants Team to discuss your application to ensure it is eligible and competitive. Please note that answers in the Full Application form do not have to match those given at the EOI stage - applicants are able to change their answers to strengthen their applications by adding further detail, clarifying any areas, or adjusting approach. The amount requested can also be adjusted, though any substantive change should be justified.

Supporting documents

If the Assessment Panel needs more information such as annual reports or other documents, they will request it. They do not need to be uploaded at the time you make the application.

What should I put in the budget?

You are required to submit a budget with your application. You must think of all the income components from every source. You must think of, and reasonably estimate, each cost (expense) necessary for your project.

Income and expenditure need to add up to the same amount: you can't spend more than the project receives, and you can't spend less either.

Income

The income table is a summary of all other sources of funding you will be using for this project (e.g. if your organisation is contributing cash or in-kind support). If you have another grant for this project, show that grant in the list. Each source should be listed separately. Make sure your Total Income is the same amount as Total Expenditure. These two figures need to equal each other.

Expenses

In the expenses table, list all costs directly associated with the project. You may need to buy or rent equipment, fund a research worker, pay for travel, printing, or even room hire. Think through all the things you will need to make your project a success. If you have included in-kind in the income, then make sure you include it as part of the total expenditure. Expenditure is the list of things that are expended as part of the project.

Only include travel that is absolutely necessary for your project, and this needs to be well justified. Simply presenting results at a conference is not sufficient justification as the activities must form an integral part of the project.

Will ACCAN fund overheads?

ACCAN won't fund overheads, such as administration levies, general office space and so on. We do not cover normal operating costs for an organisation to do its business either. Check the complete list of exclusions in the Guidelines. The grant program funds clearly defined projects and project activity towards specific outputs.

We do cover all costs that are directly attributable to the project itself, e.g. project labour, project management, project accounting, or even office space and room hire if it can be justified as directly attributable to the project.

It all depends on how clearly the cost is related to the project - If you were not doing this project would the cost still exist? If yes, then we will not cover it. Is it an arbitrary levy added by your organisation on top of the project? If yes, we won't cover it. We only cover costs for activities inside the project.

Do I include GST?

No. All amounts you put in the budget should exclude GST. If you are successful, GST will be paid in addition to the amount you apply for.

Accessibility

All resources produced under the Grants Program need to conform to basic accessibility principles. This means that:

• all documents, images and webpages are accessible to screen readers ie. You are using alt text on images and Heading Styles are consistent

• digital resources such as videos contain captions and audio description, or a transcript.

Ensure your application demonstrates your plan for this, or if some resources are intended to not be made accessible, your justification. ACCAN staff can provide guidance before you apply. 

If you are funded, ACCAN will meet with you early in your project to confirm your plans for accessibility. We have accessibly-formatted templates that we can share with you for writing reports, or if you will be using a graphic designer or web developer without experience in accessibility, we can highlight the key design features they’ll need to consider.

Download our basic instructions on how to make documents accessible:

Download: How to make documents accessible.docx4.02 MB

Top Tips

• Ensure your project fits: Is it really a telecommunications project? Does it satisfy one of the listed priorities? Read the Guidelines well, and contact us to discuss your project idea.
  
  
• Write in clear, simple English: avoid jargon and long-winded sentences. Say exactly what you're going to do.
  
  
• Be specific: Rather than "a large number of consumers will benefit" say "150 consumers in the Armidale community will access tailored digital literacy training programs."
  
  
• Balance your budget: Income needs to equal expenditure. Include all cash and in-kind contributions. Be realistic about what time and resources you will need. This shows you have thought things through.
  
  
• Demonstrate that you understand the context for your project  - what gap are you filling in terms of the research and other work that already exists? Check other published work, including ACCAN's research, and government bodies such as communications regulators.
  
  
• Clearly explain how your project differs from other related projects that exist. This is particularly important for projects involving cyber-safety and digital literacy training. This is because the Australian government and other not-for-profits are addressing these issues through various training programs. If you see a gap or a limitation to these resources, explain why and how your project is addressing a significant gap. Ensure you refer to the ACCAN resources already available. If you are developing new materials, how will they complement what's already 'out there'?
  
  
• Clearly explain the future your project will have after our funding ceases. Do you expect the work to continue in any way? What provisions have you included in your planning to ensure this can happen?
  
  
• Look through our previous grants projects to get a better understanding of what and who we fund.
  
  

Additional resources

• Tips for writing applications and avoiding common grant-writing mistakes: https://www.fundingcentre.com.au/help/writing-grant
  
• GrantEd guides to writing applications: https://thegrantedgroup.thinkific.com/
  
• How to harness your advocacy skills for best results: https://www.communitiesincontrol.com.au/cic/take-control/
  
• Other grants from the Commonwealth: www.communitygrants.gov.au
  
  

Download: Received an unexpectedly high bill47.89 KB

Download: Received an unexpectedly high bill158.06 KB

Many phone providers have a limit on how many calls you can make, texts you can send and data you can use each month. If you go over your limit you could be charged extra fees. These fees can be very expensive and it is best to avoid going over your limit if you can. 

Read more: Received an unexpectedly high bill?

ACCAN and Your Privacy Rights

ACCAN has a commitment to adhere to the Australian Privacy Principles (APPs), which are contained in schedule 1 of the Privacy Act 1988 (Privacy Act).

What personal information does ACCAN collect?

ACCAN only collects personal information that it is necessary for us to carry out our work. If you lodge an enquiry, application, subscription, case study or subscribe to our mailing lists we may require the following information:

• Contact details, which may include a business contact number or email address;
• Details of the nature of your enquiry
• Details pertaining to specific experiences with phone or internet products and services

ACCAN may also collect personal details for the purposes of membership. This use is described below.

How is case study information used?

On occasion consumers contact ACCAN to describe their individual experiences with phone and Internet products services. ACCAN treats all cases as confidential. ACCAN is not a complaint handling body. We cannot investigate or handle complaints. ACCAN may use case study information from time to time in its representation work for all consumers.

If you wish to remain anonymous or do not wish to supply specific information to ACCAN, you may do so; however, please note that the ACCAN may not be able to use your data when analysing consumer issues.

Disclosure to other parties

From time to time ACCAN may provide case study information, including personal information, to agencies such as the Australian Communications and Media Authority (ACMA), the Australian Competition and Consumer Commission (ACCC), the Communications Alliance and other relevant industry bodies. Where ACCAN makes a decision that your case should be referred to another agency, we will gain your consent prior to disclosing any of your personal details.

Other information collected by ACCAN

In order to carry out its functions, ACCAN maintains a database of industry contacts and government agencies. ACCAN also maintains a database of individuals and organisations who have asked to receive ACCAN publications, media releases, WebNews and other information.

Access to your information

You have the right to access the information about you that ACCAN may have collected and held. Access to your information can be arranged by contacting ACCAN.

Any complaints about ACCAN's privacy policy or procedures can be made to the Chief Executive Officer.

Information Logged When Using the ACCAN Website

What information does the ACCAN website collect?

To help ensure that our website is providing useful advice to as many people as possible, ACCAN uses Google Analytics to collect aggregated anonymous statistical information.

This information is collected for statistical purposes only. No attempt will be made by ACCAN to identify you or your browsing activities.

Our website uses Google Analytics, a service which transmits website traffic data to Google servers in the United States. Google Analytics does not identify individual users or associate your IP address with any other data held by Google. We use reports provided by Google Analytics to help us understand our website traffic and webpage usage.

By using this website, you consent to the processing of data about you by Google in the manner described in Google's Privacy Policy and for the purposes set out above. You can opt out of Google Analytics if you disable or refuse the cookie, disable JavaScript, or use the opt-out service provided by Google.

Electronic mail addresses

ACCAN will only record your email address if you send us a message or subscribe to our mailing lists. This will only be used for the purpose for which you have provided it, and will not be added to a mailing list unless you request that this be done. If you elect to unsubscribe from WebNews or other mailing lists this will be done as soon as practicable. We will not disclose your email address without your consent.

Member information

Members of ACCAN are able to check and update their details from this website. Authorised ACCAN staff are also able to access members' full details.

Members' contact details provided to ACCAN are used for general liaison, the distribution of relevant information about ACCAN activities and issuing invoices, ACCAN mailing list and requests for publications. Information provided for these purposes will be used for these purposes only. It will not be distributed further or disclosed without the user's consent.

Links to other sites

ACCAN does not guarantee, and accepts no legal liability whatsoever arising from, or connected to, the use of any material contained on this website or on any linked site.

ACCAN recommends that users exercise their own skill and care with respect to their use of this website and that users carefully evaluate the accuracy, currency, completeness and relevance of the material on this website for their purposes.  This website is not a substitute for independent professional advice and users should obtain any appropriate professional advice relevant to their particular circumstances.

Internet security

If you are submitting information over the Internet that you wish to remain private, you should be aware that there is a small possibility that information you submit could be observed by a third party while in transit.

If you would like to use another method to contact us or provide us with information, please feel free via telephone or post.

Our Top tips for Phones and Internet consumer information pack consists of six brochures telecommunications consumer issues including:

• How to use less data on your smartphone
  
  
• Tips for picking a good value NBN internet plan
  
  
• What affects the quality of my broadband?
  
  
• 5 things you need to know about NBN
  
  
• How to make a complaint that gets heard
  
  
• Telecommunications compensation - What are your rights?
  
  

These brochures cover issues that are regularly experienced by many consumers. The brochures are full of useful tips and advice; the pack is designed to be a go to guide to help consumers navigate the often confusing telecommunications market.

Read more: Top tips for Phones and Internet

There are three categories of membership.

• Voting members
• Associate members (Non-voting)
• Life members 

Voting members includes both organisations and individuals – each having one vote. The eligibility criteria for organisational Voting members is that their purposes align with ACCAN's objectives and that they are both non-party political and not for profit. Individual Voting members must also subscribe to ACCAN’s objectives. Voting members can nominate and vote for positions on ACCAN’s board of directors. 

Associate members (Non-voting) are those who are interested in working with ACCAN but are not eligible (or do not wish to apply) for Voting membership. 

Life membership is conferred by a special meeting of ACCAN on someone who has made an outstanding contribution to the area.

Please contact us if you're unsure which type of Membership is best for you.

Members of the telecommunications industry, such as carriers, carriage service providers (CSPs), content service providers and equipment manufacturers, are not eligible for membership. 

We value your voice

ACCAN trusts our member network to inform us about the communications issues that are affecting themselves and/or their members/clients. To effectively advocate for change our lobbying and campaigns need to be evidence based and supported by strong personal stories. We therefore regularly seek input from our members in the form of surveys or occasional telephone calls. If you don’t have the time to participate, we don’t mind but equally welcome contact from our members whenever there is an issue that you’d like us to look at.

Membership pricing

ACCAN membership is renewed yearly and based on the applicant's income.  The fees are structured as follows:

Organisational Membership

Individual Membership

Fee Waivers

Both Individual and Organisational Members and applicants can apply for a fee waiver. If you would like your fees waived please contact ACCAN to discuss further.

Apply

Take the first step today and become a member by calling ACCAN on (02) 9288 4000 or

Apply online

You may also download the application form below and return signed forms to ACCAN.

Download:  ACCAN Individual Membership Application Form82.51 KB

Download:  ACCAN Individual Membership Application Form230.56 KB

Download:  ACCAN Organisational Membership Application Form83.6 KB

Download:  ACCAN Organisational Membership Application Form233.11 KB

The supporters of No Australian Left Offline want affordable broadband. Affordable broadband is a home internet service that enables all Australians to be online regardless of their personal circumstances or where they live, without putting them into financial stress. 

With all Australian government services to be available online by 2025, it’s more important than ever that there is No Australian Left Offline.

Over one million Australians will continue to have access to essential government services with affordable broadband. 

The benefits of this Federal budget neutral policy

In Australia there are one million households that are at risk of not switching over to the NBN because of the cost. This limits the opportunities of these households, and threatens the underlying economics of the NBN by reducing take-up of services. Reduced take-up means lower NBN revenues and reduced capacity to provide a return to government. 

How can we achieve affordable broadband?

ACCAN proposes a 50 mbps unlimited broadband service offered at a wholesale price of $20 per month by NBN Co to households receiving government financial support.

This would mean eligible households would pay approximately $30 per month for unlimited broadband – almost halving the current average cost.

We estimate that providing this concession to the 1 million + households on the lowest incomes can be Federal budget neutral, and support these households to be connected.

Downloads:

Download: No Australian Left Offline - Policy document97.5 KB
Download: No Australian Left Offline - Policy document752.71 KB

Download:  No Australian Left Offline - Affordable Broadband for the regions102 KB
Download:  No Australian Left Offline - Affordable Broadband for the regions759.57 KB

Download: No Australian Left Offline - Media release3.1 MB
Download: No Australian Left Offline - Media release982.99 KB

Download: A3 colour brochure2.2 MB
 

Supporters of No Australian Left Offline

This email address is being protected from spambots. You need JavaScript enabled to view it.

As part of its consultation strategy, ACCAN has four Standing Advisory Forums. The four Standing Advisory Forums have replaced the previous Standing Advisory Committees that made up ACCAN's consultation framework – the Standing Advisory Committee on Consumer Affairs (SACCA) and the Standing Advisory Committee on Disability Issues (SACDI).

The new framework commenced in 2015 and will see each Advisory Forum meet annually. Additionally, where there are specific issues which require consultation, the ACCAN CEO may form Expert Advisory Committees.

• The Members Advisory Forum will focus across all the areas of ACCAN's activity and policy work.
  
  
• The Disability Advisory Forum will address issues regarding accessibility and suitability of communications services and products for Australians living with a disability.
  
  
• The Indigenous Advisory Forum focuses on Indigenous communications issues and suitability of communications services and products for Indigenous consumers.
  
  
• The Small Business Advisory Forum will work to ensure that the voice of small business consumers is heard in the telecommunications industry.

What are your rights?

Network outage? No service? Call failure?

• If you have been disadvantaged or lost money due to a phone or internet outage, you might be able to claim compensation.
• Compensation should make up for your loss.
• For example, if your internet is out for one week you could ask for your money back for that week. You may be able to claim for costs incurred, like getting your internet fixed or using extra mobile data.

  Read more: Telecommunications compensation

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What is Foxtel Play?

Foxtel Play is a subscription video on demand service provider that allows consumers to watch video entertainment online. Key information about this provider includes:

• The service is operated by Foxtel, Australia’s largest pay television provider
  
  
• The content is largely a selection of videos aired on Foxtel’s pay television service.

How can I join and play videos using Foxtel Play?

To join Foxtel Play, you will need a credit or debit card.

1. Go to the Foxtel Play website
   
   
2. Select the ‘Get your 2 week free trial now’ button
   
   
3. Follow the on-screen prompts
   
   

Note: If you do not want to be charged for using the Foxtel service, you will need to cancel before the end of your 2-week free trial.

To watch Foxtel Play, you will need a device that is:

• Connected to the internet
  
  
• Capable of running a web browser or a Foxtel Play app
  
  

Devices can include:

• Smart TV
  
  
• Game console
  
  
• Smartphone or tablet
  
  
• Desktop or laptop computer
  
  

Specific information can be found on the Foxtel Play home page.

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

• Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).
  
  
• Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.
  
  

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How accessible is Foxtel Play?

According to research conducted by Curtin University, Perth:

• Closed captions are currently not available on this Foxtel service.
  
  
• Audio described content is currently not available on this Foxtel service.
  
  
• The website and apps on devices such as tablets are not entirely WCAG 2.0 compliant, meaning that some users are likely to experience difficulties in finding and playing video content with their assistive technologies.

What tips and tricks can I use to overcome the accessibility barriers on Foxtel Play?

Here are some tips and tricks provided by consumers that have used Foxtel Play to maximise your accessibility:

• Try a different device: consumers have indicated that some platforms may be easier to use with assistive technologies than others. For example, if you are having difficulty with the website, the app on an Android-based tablet or an iOS device such as an iPad may work better with the device’s built-in accessibility features
  
  
• Watch Foxtel pay television instead: the broadcast channels of Foxtel provide closed caption content, and as such this may be a better alternative than the streaming service if there are specific shows you enjoy that are only available on Foxtel.

Are there more accessible video on demand services available?

There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Stan, Presto, Quickflix and Netflix Australia.

The video I want to play is not accessible. What can I do?

If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below.

Where can I get additional help and information?

For additional help regarding Foxtel Play, you can go to Foxtel Play Support. There are also opportunities for consumers to discuss service issues.

The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

You might be eligible to receive the Centrelink Telephone Allowance to help you pay for your phone and internet connection.

If you are eligible you can receive a payment from the Government of either $28.20 or $42.00 every three months.

You can read more information about whether you can get the Centrelink Telephone Allowance by clicking here.

How can I claim the Centrelink Telephone Allowance?

If the Centrelink Telephone Allowance is not already paid to you as a part of your Centrelink payments, and you would like to receive it, or if you are unsure whether you are eligible, you should contact Centrelink.

You can contact Centrelink:

• By phone (click to find the relevant phone number for you)
• By writing, emailing, or sending a fax (click for addresses and fax number)
• Or by visiting a Centrelink office. You can find the closest one to you on this page.

Download: Hidden costs in free apps  57.5 KB 

Download: Hidden costs in free apps  334.2 KB 

While some games or apps cost nothing to download on our smartphones or tablets, they often contain extra elements you can purchase within the game, known as “in-app purchases.” It is easy to make in-app purchases with many parents reporting that their children are buying things within games, not realising that they cost their parents real money through their iTunes, Google Play or Amazon account.

Read more: Hidden costs in free apps

What is Netflix Australia?

Netflix Australia is a subscription video on demand service provider that allows consumers to watch video entertainment online. Key information about this provider includes:

• Netflix, the parent company of Netflix Australia, operates in over 190 countries around the world, making it one of the largest global online video services.
  
  
• Netflix produces original content in addition to streaming the content of others.
  
  
• Netflix Australia’s content offers a smaller and different variety of content to Netflix in the United States, but still contains thousands of movies and TV shows available to watch instantly on any device that streams Netflix.
  
  
• Subscriptions are monthly and can be cancelled at any time.

How can I join and play videos using Netflix Australia?

To join Netflix Australia, you will need a credit or debit card.

1. Go to the Netflix Australia website
   
   
2. Select the ‘Join free for a month’ button
   
   
3. Follow the on-screen prompts
   
   

Note: If you do not want to be charged for using Netflix Australia, you will need to cancel before the end of your 1-month free trial.

To watch Netflix, you will need a device that is:

• Connected to the internet
  
  
• Capable of running a web browser or a Netflix app
  
  

Devices can include:

• Smart TV
  
  
• Game console
  
  
• Streaming media player
  
  
• Smartphone or tablet
  
  
• Desktop or laptop computer
  
  

Specific information can be found on the Netflix Australia Device page

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

• Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).
  
  
• Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.
  
  

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How accessible is Netflix Australia?

According to research conducted by Curtin University, Perth:

• Closed captions are available on most videos.
  
  
• Audio description can be found on some videos.
  
  
• The website and apps on devices such as tablets are not entirely WCAG 2.0 compliant, meaning that some users are likely to experience difficulties in finding and playing video content with their assistive technologies.
  
  

What tips and tricks can I use to overcome the accessibility barriers on Netflix Australia?

Here are some tips and tricks provided by consumers that have used Netflix Australia to maximise your accessibility:

• Try a different device: consumers have indicated that some platforms may be easier to use with assistive technologies than others. For example, if you are having difficulty with the website, the app on an Android-based tablet or an iOS device such as an iPad may work better with the device’s built-in accessibility features.
  
  
• Audio description-only link: the web portal has a link that allows you to just view content with audio description. Just log into Netflix Australia, scroll down to the bottom of the webpage and select ‘audio description’.
  
  
• Language icon: to select captions and audio description if available in the web portal, search for the video you would like to play, then select the Language icon in the bottom right corner of the video player. You will then find all the available accessibility features.
  
  
• More audio description on the way: a settlement between Netflix and the American Council of the Blind (ACB) and Netflix in April 2016 has led to Netflix committing to make changes to its USA service which is likely to improve Netflix Australia. Improvements discussed in the settlement consist of better searching options and a significant improvement in available titles, particularly new titles.
  
  

Are there more accessible video on demand services available?

There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Stan, Presto, Quickflix and Foxtel Play.

The video I want to play is not accessible. What can I do?

If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below.

Where can I get additional help and information?

For additional help regarding Netflix Australia, you can go to:

• Netflix Help Centre
  
  
• Netflix captions help
  
  
• Netflix audio description help
  
  

The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

If your broadband speeds are consistently lower than those advertised by your internet service provider (ISP) or is unreliable at any time during the day, you should contact your provider and clearly state that you want to make a complaint.

Explain how your internet is slow or unreliable. Evidence, such as recorded speed tests (many IPSs offer this on their website, or you can try other online speed tests such as Ookla’s Speedtest) or examples of times when you are unable or have difficulty using the service.

Read more: How to make a complaint about slow broadband speeds

The ACCAN National Conference, Dollars and Bytes - Communications affordability now and tomorrow, was held from 1-2 September, 2015, at the Aerial UTS Function Centre in Sydney.

Affordability is one of our core objectives and was the focus of the Conference. Affordability of communications products is an issue that affects all consumers, from young people, to families and seniors.

Presentations and transcripts are now available and are linked below.

Read more: ACCAN National Conference 2015

What is Quickflix?

Quickflix is a video on demand service provider that allows consumers to watch subscription or premium streaming video entertainment online. Key information about this provider includes:

• Quickflix is one of Australia’s longest established video streaming companies.
  
  
• The video streaming service can consist of either subscription service or a premium pay-as-you-go service.
  
  
• Physical discs, such as Blu-ray and DVD titles, are also available for rent.

How can I join and play videos using Quickflix?

To join Quickflix, you will need a credit or debit card.

1. Go to the Quickflix website
   
   
2. Select the plan you wish to purchase.
   
   
3. Follow the on-screen prompts.
   
   

In addition, searches for Quickflix in Google can reveal bonus offers. There are also offers on the Quickflix site.

To watch Quickflix, you will need a device that is:

• Connected to the internet
  
  
• Capable of running a web browser or a Quickflix app
  
  

Devices can include:

• Smart TV
  
  
• Game console
  
  
• Streaming media player
  
  
• Smartphone or tablet
  
  
• Desktop or laptop computer
  
  

Specific information can be found on the Quickflix Device page.

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

• Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).
  
  
• Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.
  
  

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How accessible is Quickflix?

According to research conducted by Curtin University, Perth:

• Closed captions are available on some videos if the distributor provides it.
  
  
• Audio description is not available.
  
  
• The website and apps on devices such as tablets are not entirely WCAG 2.0 compliant, meaning that some users are likely to experience difficulties in finding and playing video content with their assistive technologies.

What tips and tricks can I use to overcome the accessibility barriers on Quickflix?

Here are some tips and tricks provided by consumers that have used Quickflix to maximise your accessibility:

• Try a different device: consumers have indicated that some platforms may be easier to use with assistive technologies than others. For example, if you are having difficulty with the website, the app on an Android-based tablet or an iOS device such as an iPad may work better with the device’s built-in accessibility features
  
  
• Use physical discs instead: due to Quickflix having limited captioned content and its difficulty in identifying accessible titles, it may be worth exploring Quickflix’s Blu-ray and DVD titles to locate the captioned or audio described movie you are seeking on a physical disc.
  
  

Are there more accessible video on demand services available?

There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Netflix Australia, Stan, Presto and Foxtel Play.

The video I want to play is not accessible. What can I do?

If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below.

Where can I get additional help and information?

For additional help regarding Quickflix, you can go to:

• Quickflix Help Centre
  
  
• Quickflix subtitle information
  
  

The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

2023-24 Annual Report

CEO Report, Carol Bennett

I am pleased to present ACCAN’s Annual Report for 2023-24.

When I commenced as CEO of ACCAN in early July this year, my focus was on contributing to the national effort to improve access, affordability and functionality of communications for all Australians. No small task, but I am pleased to say ACCAN has continued its outstanding work in support of equitable access to fundamental services that enable Australians to build and sustain social connections, work productivity, health and safety. It’s hard to imagine a more important area when it comes to improving quality of life for consumers.

Read more: Annual reports

Currently you can choose from 10 different retail service providers to purchase an NBN Sky Muster or Sky Muster Plus plan. They are:

Activ8me

ANT communications

Bordernet (Sky Muster only)

Clear Broadband

Harbour ISP

iiNet (Sky Muster only)

IPSTAR

Reachnet

Sky Mesh

Southern Phone

Westnet(Sky Muster only)

Will there be a difference in the level of performance between providers?

Yes, providers differ on the level of performance offered depending on the number of customers they have and how much they have invested in their service. It is not expected that each retail service provider will offer the same level of service. Therefore, you should check that the level of service offered matches what you need.

How can I compare providers?

There are a number of sites which you can use to compare retail providers:

• Better Internet for Rural, Regional and Remote Australians (BIRRR)

• Product Review
  
• Whirlpool
  
• For video streaming, Google Video Quality Report

Download: Credit Reporting72.5 KB

Download: Credit Reporting817.83 KB

What is credit reporting?

Credit reporting is used by organisations to help decide whether or not they are willing to lend money to a particular person. Credit providers and credit reporting agencies are the main organisations involved in credit reporting. Credit providers are businesses such as banks, car loan  companies and telecommunications service providers that lend money or provide credit to their customers.

Credit providers send information about your debts to private companies called credit reporting agencies (CRAs). There are three main CRAs in Australia:

• Veda: www.veda.com.au
• Dun and Bradstreet: dnb.com.au
  
• Experian: www.experian.com.au

Read more: Credit reporting

Struggling with the cost of your internet or phone service? ACCAN has put together a list of telco offers to help targeted groups stay connected.

As this list only shows offers for targeted groups, there may be alternative products and services out there for general consumers that meet your needs, so it’s also worth comparing plans. To do so, head to an online comparison site, such as WhistleOut or Finder. ACCAN has also prepared a money saving guide with tips to reduce your telco bill.

If you are unable to meet your bills and are in financial hardship, check out ACCAN’s hardship portal for more information on what you can do.

Read more: What programs and offers are available to help you stay connected?

The Strategic Plan provides insights into ACCAN’s mission, values and strategic goals. The plan will direct the organisation’s work for the next three (3) years and sets out how ACCAN will achieve its vision of trusted, accessible, inclusive, affordable and available communications and digital services for all Australians.

Download:  ACCAN Strategic Plan 2025-2027252.61 KB

Download:  ACCAN Strategic Plan 2025-202784.17 KB

Read more: Strategic Plan

What is Stan?

Stan is a subscription video on demand service provider that allows consumers to watch video entertainment online. Key information about this provider includes:

• Stan is owned by StreamCo, a joint venture of Nine Entertainment Co. and Fairfax Media.
  
  
• Stan produces some limited original content but most of its content is sourced from others.
  
  
• Subscriptions are based on a 30-day cycle and can be cancelled at any time.
  
  
• Stan allows you to play up to three videos on different devices at the same time.

How can I join and play videos using Stan?

To join Stan, you will need a credit or debit card:

1. Go to the Stan website
   
   
2. In the ‘30 day free trial’ section, enter your e-mail address in the box provided.
   
   
3. Select the ‘Start your free trial’ button.
   
   
4. Follow the on-screen prompts.
   

Note: If you do not want to be charged for using Stan, you will need to cancel before the end of your 30-day free trial.

To watch Stan, you will need a device that is:

• Connected to the internet
  
  
• Capable of running a web browser or a Stan app
  
  

Such devices can include:

• Smart TV
  
  
• Blu-ray player
  
  
• Game console
  
  
• Streaming media player
  
  
• Smartphone or tablet
  
  
• Desktop or laptop computer
  
  

Specific information can be found on the Stan Devices page.

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

• Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).
  
  
• Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.
  
  

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How accessible is Stan?

According to research conducted by Curtin University, Perth:

• Closed captions are available on some videos, first introduced in January 2016.
  
  
• Audio description is not available.
  
  
• The website and apps on devices such as tablets are not entirely WCAG 2.0 compliant, meaning that some users are likely to experience difficulties in finding and playing video content with their assistive technologies.

What tips and tricks can I use to overcome the accessibility barriers on Stan?

Here are some tips and tricks provided by consumers that have used Stan to maximise your accessibility:

• Try a different device: consumers have indicated that some platforms may be easier to use with assistive technologies than others. For example, if you are having difficulty with the website, the app on an Android-based tablet or an iOS device such as an iPad may work better with the device’s built-in accessibility features.
  
  
• Searching and ‘CC’: to find a video with closed captions, perform a video search and look for the ‘CC’ icon in the search results. If the ‘CC’ icon is present, the video has closed captions.
  
  
• Enabling captions: captions can be turned on by selecting the ‘CC’ button on the video. This button will only display closed captions if they are available.

Are there more accessible video on demand services available?

There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Netflix Australia, Presto, Quickflix and Foxtel Play.

The video I want to play is not accessible. What can I do?

If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below.

Where can I get additional help and information?

For additional help regarding Stan, you can go to:

• Stan Help
  
  
• Stan closed captions information
  
  
• Stan introduction of closed captions announcement
  
  

The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

Connecting Today's Consumer session transcripts and presentations are now available.

Every consumer wants to be connected and enjoy the benefits of competitive products and prices, but what’s the reality in Australia today and what can be done to improve the consumer experience?

Connecting Today’s Consumer explored the big issues facing Australian telco consumers – When and how can every Australian connect to our broadband and mobile networks? Are we being offered truly competitive content and products? How do we ensure consumers know their rights and can act on them?

Read more: Connecting Today's Consumer

The Panel assesses applications to ACCAN's Independent Grants Program and recommends the strongest applications to the ACCAN Board for funding. The Panel is an important part of ensuring the independence and rigour of the Grants Program process. 

Read more: Independent Grants Panel

Department of Information Systems, University of Melbourne

Dr Martin Gibbs, Dr Tamara Kohn, Dr Michael Arnold, Dr Bjorn Nansen, Dr Craig Bellamy

Grant round: 2012

Read more: Death and the Internet: Consumer Issues for Planning and Managing Digital Legacies

What is Presto?

Presto is a subscription video on demand service provider that allows consumers to watch video entertainment online. Subscription options consist of just TV shows, just movies or both TV shows and movies. Key information about this provider includes:

• Presto is operated as a joint venture between Foxtel and Seven West Media.
  
  
• Presto features some streaming content from Foxtel as well as content from other sources.
  
  
• Subscriptions are monthly and can be cancelled at any time.
  
  
• Movie-only and TV show-only subscriptions are available for a cheaper price than a subscription to both movies and TV shows.
  
  

How can I join and play videos using Presto?

To join Presto, you will need a credit or debit card.

1. Go to the Presto website
   
   
2. Select the ‘Start the one month free trial now’ button
   
   
3. Follow the on-screen prompts
   
   

Note: If you do not want to be charged for using Presto, you will need to cancel before the end of your one-month free trial.

To watch Presto, you will need a device that is:

• Connected to the internet
  
  
• Capable of running a web browser or a Presto app
  
  

Devices can include:

• Smart TV
  
  
• Game console
  
  
• Smartphone or tablet
  
  
• Desktop or laptop computer
  
  

Specific information can be found on the Presto Devices page

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

• Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).
  
  
• Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.
  
  

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How accessible is Presto?

According to research conducted by Curtin University, Perth:

• Closed captions are currently not available on Presto.
  
  
• Audio described content is currently not available on Presto.
  
  
• The website and apps on devices such as tablets are not entirely WCAG 2.0 compliant, meaning that some users are likely to experience difficulties in finding and playing video content with their assistive technologies.

What tips and tricks can I use to overcome the accessibility barriers on Presto?

Here are some tips and tricks provided by consumers that have used Presto to maximise your accessibility:

• Try a different device: consumers have indicated that some platforms may be easier to use with assistive technologies than others. For example, if you are having difficulty with the website, the app on an Android-based tablet or an iOS device such as an iPad may work better with the device’s built-in accessibility features
  
  
• Participate in Presto discussion forums to request closed captions: there are some discussions taking place by consumers requesting closed captions.

Are there more accessible video on demand services available?

There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Netflix Australia, Stan, Quickflix and Foxtel Play.

The video I want to play is not accessible. What can I do?

If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below.

Where can I get additional help and information?

For additional help regarding Presto, you can go to the Presto Frequently Asked Questions (FAQ) and contact information page.
The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

There's no doubt communications are essential to our daily lives but with technology moving fast, sometimes it's hard to keep up!

We produce a range of tip sheets that provide simple tips and tricks to help with a range of common telecommunications issues.

Consumers who are unable to get a broadband service often face a confusing and frustrating time.

ACCAN's Get Connected resource aims to help consumers understand the issues around why they are unable to get a broadband service and tips on how to get a service.

The mapping tool helps to understand the reasons that prevent a neighbourhood from getting an ADSL (Asymmetric Digital Subscriber Line) broadband service. For example, if there are few ports available at the local exchange, if the neighbourhood is too far from an exchange or if the exchange is not ADSL enabled. It also provides consumers with a timeline of how long the neighbourhood may have issues.

The six helpful steps suggest actions that consumers can take to get a broadband service.

What are captions?

Captions provide the dialogue and important background sounds in onscreen text for television viewers who are Deaf, hard of hearing or people watching television in noisy places, like the gym. Captions are displayed in text, usually at the bottom of the screen.

When are captions supposed to be provided on television?

All Australian free-to-air broadcasters must provide closed captions on programs shown between 6:00am and midnight on their primary channel (for example: Nine, Seven, Ten, ABC1 and SBS1). News and current affairs programs must have captions at all times.

Read more: Your rights: captions on television

Download: About the National Relay Service59 KB

Download: About the National Relay Service422.3 KB

People who are Deaf, hearing-impaired or speech-impaired are unable to access telecommunications without specialised equipment and services. Since 1995, the Australian Government has overseen a National Relay Service (NRS) which enables people with these disabilities to conduct real-time conversations with other people. The funding for the NRS is provided by a levy on eligible telecommunications carriers.

The NRS offers a number of different relay services allowing greater communication options for people who are Deaf, hearing impaired or speech impaired. These include:

Read more: About the National Relay Service

1. Introduction

 ACCAN was formed as a peak body for consumers and consumer organisations on communications issues, including telecommunications and the internet. ACCAN has a central role in advocacy, research, training, consultation, the provision of policy advice and consumer education. One specific function of ACCAN is to administer the distribution of funding previously allocated by the Department of Broadband, Communications and the Digital Economy (section 593 grants).

Individuals and organisations joining ACCAN retain their identity and are able to advocate on their own or their members’ behalf. ACCAN is an important forum in which consumer concerns and views can be debated and shared and, as much as possible, resolved.

The overarching objective guiding ACCAN is to ensure that communications are available, accessible and affordable for all Australians.

The ACCAN constitution was created in 2008 and was last amended in 2023.

Read more: Constitution

This is a resources page.

The presentations and transcripts of all M-Enabling Australasia 2013 sessions are now available. M-Enabling Australasia 2013, held on 14-15 August 2013, brought together the who's who of disability advocacy, policy makers, manufacturers, developers, service providers and consumers to discuss how to make technology more accessible for people with disability and older consumers.

Read more: M-Enabling Australasia

Sky Muster (or nbn’s Long Term Satellite Service) will provide fast broadband coverage to three per cent (or around 400,000)  of homes and small businesses across regional and remote Australia and its islands.

Am I eligible for services?

Eligibility to obtain these services can be checked on the nbn website.

Consumers currently using satellite services (such as Interim Satellite Service (ISS), Australian Broadband Guarantee (ABG) or National Satellite Scheme (NSS)) will be able to switch to the Sky Muster service (some consumers may receive other technology such as Fixed Wireless). See ‘Switching from another satellite service’ for more details.

What if my address is not on the nbn website but I think it should be?

You should contact a Retail Service Provider (RSP) and discuss your eligibility with them. 

How do satellite broadband services work?

The Sky Muster satellites will provide a connection between customer houses and RSPs. When you request to access information from your house, the request is sent from your satellite dish to the satellite 35,786kms above the equator. The signal then travels to one of nbn’s ground stations which connect to your RSP and finally the internet. Information is then sent back to your device in the reverse direction.

To find out more information on what to expect from Sky Muster services see ‘What to expect from a Sky Muster broadband service’.

How do I order a service?

Services can be ordered now. To get connected:

1. Check if you are eligible (nbn website)
   
   
2. Choose a retail service provider (see ‘Choosing a retail service provider’) and plan that suits your needs (see ‘Choosing a plan that suits your needs’)
   
   
3. Get Connected (see 'Getting Connected' for more information).

What services will work over Sky Muster?

Broadband services will work over Sky Muster.

You may be offered other services, such as phone services (called VoIP). See ‘Voice services’ for more details.

Existing phone and internet services delivered over copper, radio and wireless technologies will continue to be offered and you can keep these services.

IMPORTANT QUESTIONS TO CONSIDER AND ASK YOUR PROVIDER

1. Can I use all my current services with this plan?
   
   
2. How long will it take to get connected?
   
   
3. What do I need to do to prepare my property for connection?
   
   
4. Will my other satellite equipment be uninstalled at the same time?
   
   
5. When will the billing start?
   
   
6. What speed level will I get on average with this plan during peak and off peak hours?
   
   
7. Apart from the monthly charge, what other fees do I need to pay?
   
   
8. Do I need to purchase a new router?
   
   
9. Can I get VoIP services? Is the router set to ensure quality voice services?
   
   
10. How do I access my data tracking service?
    
    
11. Will there be any additional charges for connecting or fault repairs?
    
    
12. Is my property a standard installation? Can I cancel the service, without charge, if I am not a standard installation?
    
    
13. Do you offer service guarantees for fault rectification and outages?

 Will nbn be offering services for children’s education and community use?

Yes. Internet plans are available for distance education children. See ‘Remote and Isolated Communities and Distance Education’ for more information.

What do I do if something goes wrong?

You should contact your RSP if something goes wrong. See 'Interruptions, faults and repairs' for further information on what to do if something goes wrong and 'Who to contact, complaints and further information for contact details.

I am due to get satellite, but I would rather have fixed wireless. What are my options for alternative nbn networks?

If you wish to consider an alternative technology other than satellite, nbn offers a ‘technology choice’ program. There are two possibilities. The first is area switch. This is where a number of properties in an area collectively pay to receive a different technology. The second is individual switch, where one property pays to switch technology.

Both of these options can cost a significant amount of money. Costs range from a few hundred thousand dollars to millions of dollars, depending on the complexity and size of the switch required.

As a customer you will deal mainly with your retailer service provider.

Below is a list of steps that you might take, who to contact, and what might happen.

 How to effectively complain and ensure your rights

1. Outline your problem and the outcome that you want to your retail service provider. Ask for a response in a reasonable timeframe (e.g. two weeks). Make a note of all your dealings with your retail service provider for future reference.
   
   
2. If your issue is not resolved contact the Telecommunications Industry Ombudsman
   
   

Where do I get more information?

Contact details:

• ACCC on: 1300 302 502
  
  
• Activ8me: 13 22 88
  
  
• ANT Communications: 1300 268 266
  
  
• BorderNet: 1300 730 302
  
  
• Clear Networks: 1300 855 215
  
  
• Harbour ISP: 1300 366 169
  
  
• IPSTAR: 1800 477827
  
  
• nbn: 1800 687 626
  
  
• Reach Net: 1800 687 626
  
  
• Sky Mesh: 1300 759 637
  
  

• TIO: 1800 062 058
  
  

Further consumer tips can be found on our website.

These guides are designed to help you understand how to get your home or small business phone, mobile and internet connected, and how to get help if there are problems with your service.

Talking Telco also includes great tips for saving money on your phone and internet service and how to stay safe online.

Your Internet and Home Phone

Learn how to get connected to an NBN phone or internet plan and how to get help if things go wrong.  If you need a satellite service you can download the Sky Muster Guide.

Your Mobile

Need help choosing a plan? Want to learn how to solve common problems? Find help here.

Your Telco Rights

Can’t afford your bill? Want to make a complaint? Learn about your rights as a telco consumer.

Your Digital Safety

Tips to help keep yourself safe online and over the phone.

Your Money Saving Guide

Tips to help you cut costs on your phone and internet plans.

Your Small Business Guide

Phone and internet advice tailored for small businesses.

What is a video on demand subscription service?

A video on demand subscription service provides consumers with the ability to watch videos online for a regular subscription fee, usually monthly. The term ‘videos’ can include TV shows and movies.

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

• Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).
  
  
• Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.
  
  

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How do different subscription services compare?

According to research conducted by Curtin University in Perth, the following table highlights the five most popular subscription services in Australia and their accessibility as of mid-2016. More detail on these services are highlighted in other Tip Sheets.

The video I want to play is not accessible. What are my consumer rights?

Currently there is no specific law in Australia that applies to the accessibility of subscription video on demand services. There are, however, some important facts to be aware of which may help support your viewing choices and can potentially provide an opportunity to raise concerns about this issue.

• Policies and legislation in the United States require high levels of accessibility in video on demand services. As such, USA-based services such as Netflix feature more accessibility and are likely to continue increasing their accessible content.
  
  
• Broadcast (‘free-to-air’) television in Australia is required to provide captioning under specific circumstances. As such, several cases have been lodged with the Australian Human Rights Commission arguing that online video should also be made accessible. This may result in improvements in the future for Australian-based services.
  
  
• While there is no specific Australian law that relates to the inclusion of accessibility in content delivered online, Section 24 of the Disability Discrimination Act 1992 does require that information should be provided to people with disabilities, and this is what has formed the basis for legal challenges.
  
  
• Some video on demand subscription providers such as Presto and Foxtel Play have community boards which can provide a mechanism to complain directly to the provider if there is a lack of access.
  
  
• Audio described content has been trialled in Australia on the ABC broadcast service and ABC iview free streaming service, suggesting that there is some progress being made in increasing the awareness of online audio described content in Australia.
  
  

The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

Sky Muster satellites were purpose-built to provide a fast broadband connection to Australian homes and businesses, so it is expected to perform to a higher standard than previous satellite services.

With Sky Muster services you will be able to take advantage of a broader range of services available over the internet, such as listening to radio, data voice calls (called Voice over IP or VoIP), tele-health and streaming movies as well as checking email, browsing the internet, banking online, and accessing government websites.

Note: Care must be taken with activities requiring high levels of data to ensure usage caps are not exceeded.

Are there things I will not be able to do?

Due to the distance of the satellite, services which require instant communication may not be as responsive as an earth based network. This time delay is called latency. Activities such as voice calls and online auctions may be affected.

Will Sky Muster work during all weather conditions?

Sky Muster, like all satellite services, is affected by weather conditions. The weather at your house and at the ground station, such as rain, storms, cloud cover and dust may all affect services. nbn has specially designed the dishes to adapt to different circumstances, such as storms. However, you might experience lower performance levels during some weather conditions and there may be periods where the service does not work.

You should be aware of this if Sky Muster is your only source of communication. Alternative options should be considered in cases of emergencies.

Will speeds and performance on Sky Muster be better than previous services?

It is expected that services will perform better and be more reliable. Sky Muster is offering two speed levels: up to 12/1Mbps and 25/5Mbps. This is faster than current satellite services, which offer up to 6Mbps.

Centrelink Telephone Allowance

If you have a Pensioner Concession Card or Commonwealth Seniors Health Card, you might be eligible for the Government’s Telephone Allowance, as included in the Pensioner Supplement or Seniors Supplement.

You can read more information about whether you can get the Centrelink Telephone Allowance by clicking here.

Telstra Pensioner Discount

The Telstra Pensioner Discount provides eligible pensioner customers with a monthly call discount on their Telstra home phone service.

If you are eligible for the discount, you can also get free access to Call Control, a waiver on late payment fees, and fee-free payment options.

You can register by calling Telstra on 13 2200.

Telstra Home Phone Essential package

The Telstra Home Phone Essential package is a cheaper home phone plan for eligible Telstra customers.

To be eligible you must hold an eligible Health Care Card or Pension Concession Card.

Through our Reconciliation Action Plan (RAP), ACCAN aims to:

• build and maintain positive relationships and partnerships with Aboriginal and Torres Strait Islander peoples and communities;
• ensure Aboriginal and Torres Strait Islander members and/or employees of ACCAN are valued for their unique perspectives and experiences;
• support story telling as a culturally important form of communication for Aboriginal and Torres Strait Islander peoples;
• assist in reducing the digital divide for Aboriginal and Torres Strait Islander peoples;
• demonstrate culturally safe engagement with Aboriginal and Torres Strait Islander communities.

Read more: Reconciliation Action Plan

Download: ACCANect Program55.75 KB
Download: ACCANect Program5.23 MB

All videos and presentations have been uploaded in the form provided to ACCAN.  Where a video is not captioned unedited transcripts as captured on the day are provided.  ACCAN endeavours to supply all materials in an accessible format and will update this page with more accessible versions as they become available.

Background

The digital world can be very complex and challenging for consumers to navigate. ACCAN’s goal is available, affordable and accessible communications services for all Australians. As part of the National Year of Digital Inclusion, the ACCANect Conference focused on how to empower consumers to get and stay connected to the phone and broadband services they need.

ACCANect provided opportunities for consumers, providers and government representatives to get up to speed on what’s available now and what’s over the horizon.

Read more: ACCANect 2016

Northern Melbourne Institute of TAFE

Grant round: 2013

Read more: What standards? The need for evidence-based Auslan translation standards and production guidelines

Royal Melbourne Institute for Technology (RMIT)

Grant round: 2013

Read more: Warrnambool Exchange Fire Consumer Impact Analysis

The Australian Communications Consumer Action Network (ACCAN) believes that consumers need more information on broadband speeds and that this information should be clear and presented upfront. Broadband performance issues are the highest growing area of consumer complaints to the Telecommunications Industry Ombudsman, and ACCAN is regularly contacted by consumers about unusable broadband services.

ACCAN’s submission to the ACCC’s consultation on broadband speed claims highlights that information provided to consumers about broadband speeds is often confusing and can also be misleading as claimed speeds frequently don’t match reality.

Read more: Consumers need clear information about broadband speeds

Download: Business Continuity Plan61 KB

Download: Business Continuity Plan310.03 KB

What is a 'Business Continuity Plan' (BCP)?

It is a fact of life that emergencies will happen, and computer and communications systems will fail. To minimise the problems for your business it is advisable to have a business continuity plan which:

• Outlines what you have done in advance to prevent interruptions to vital services
  
  
• Lists the steps you and staff will take during an interruption to continue operations
  
  
• Lists the steps you will take to fully restore services after an interruption
  
  
• Sets up a Post Incident Review (PIR) after an interruption has occurred
  
  

Sample BCPs are available on the internet where you will also find sites that have extensive instructions on their construction and implementation.

Read more: Preparing your organisation's Business Continuity Plan

Fixed Voice Continuity Plan.pdf409.05 KB

Fixed Voice Continuity Plan.doc71.5 KB

Your business landline (fixed voice service) can be a critical business asset. If your fixed voice service failed, would your business continue to operate effectively?

Back-up (or failover) solutions for fixed voice services vary considerably depending on the size of your organisation and the purposes for which you use these services. Most small businesses are highly dependent on their fixed voice services so a continuity plan is important.

To minimise risk to your business from failure of your fixed voice services you should:

• Perform a 'risk assessment' for your business's use of telecommunications
  
  
• Obtain the most reliable fixed voice service that you can afford – to match the level of risk.
  
  
• Write an action plan for what you would do in the event of a disruption to this service (outage)

Read more: Preparing your organisation’s Fixed Voice Business Continuity Plan

Download: Broadband Continuity Plan74 KB

Download: Broadband Continuity Plan252.67 KB

Your broadband service can be a critical business asset. If your broadband service failed, could your business continue to operate effectively?

To minimise the risk you are advised to:

a) Perform a risk assessment for your business use of broadband

b) Obtain the most resilient broadband service that you can afford – to match the level of risk.

c) Write an action plan of what you would do if you broadband failed (outage)

Read more: Broadband Continuity Plan

Government ICT Purchasing: What differences do accessibility criteria make for people with disabilities? is a project undertaken by Dr Will Tibben of the University of Wollongong and Gunela Astbrink of GSA Information Consultants that collected the latest available information about accessibility in ICT government purchasing in OECD countries and examined steps that need to be taken for ICT public procurement in Australia. The project was funded under the 2011 round of the ACCAN Grants Scheme.

Read more: Government ICT Purchasing: What differences do accessibility criteria make for people with...

Download: How to choose a pre-paid calling card55.5 KB

Download:How to choose a pre-paid calling card300.88 KB

Pre-paid calling cards can be a cheap way to make international calls and many offer good value for money. But, be warned, there are also many cards you should avoid buying because of hidden fees and charges.

Read more: How to choose a pre-paid calling card

Only one household out of 30 in the Kwale Kwale, Mungalawuru, and Imangara communities in Central Australia is connected to the internet.  

The Home Internet for Remote Indigenous Communities provides a baseline study of communication use in these three remote communities. It includes an overview of existing policies, demonstrating the significance of the intersection between communications and social policy for indigenous consumers living in remote communities.

Read more: Home Internet for Remote Indigenous Communities

Download: How to avoid directory assistance call charges64.5 KB

Download: How to avoid directory assistance call charges443.87 KB

Did you know that calls to Directory Assistance 1223 and other directory phone numbers may not be free of charge from your mobile or landline phone? Sometimes these calls are charged outside of your included plan value, so you may receive extra charges on your bill from calling these numbers.

Whenever possible, you should avoid calling directory assistance numbers and instead use one of the alternatives listed below.

Read more: How to avoid directory assistance call charges

Read more: Useful disability contacts

With Optus and Vodafone losing customers to Telstra and the arrival of the iPhone 6 there is a price war brewing in telco land. As the dust settles on the opening barrage we'll sift through the rubble and see if there are any good deals to be had.

Read more: Waive goodbye to early termination fees?

Ensuring the security of multiple online accounts might seem like a big task, but it is important you do not use the same password for all of your accounts.

Data breaches of well-known websites are becoming more common, and using the same password across multiple accounts puts you at risk of cyber-criminals accessing your banking, social media accounts and other personal information.

Here are some tips for creating strong, unique passwords that will keep your personal information safe online:

Read more: Creating strong, safe passwords

People experiencing homelessness in Sydney and Melbourne have a higher rate of mobile phone ownership than Australians generally, new University of Sydney research shows.

While 92 per cent of Australians own a mobile phone, an even higher proportion – 95 per cent – of the adults, youth and families surveyed own a mobile. More than three quarters (77 per cent) of these have a smartphone, compared to around two thirds (64 per cent) of the general population. The survey found wide variation in the models and ages of the phones owned by the respondents. Almost half (41 per cent) reported that their phone was a gift, second-hand, stolen or borrowed.

Read more: 95 per cent of homeless surveyed own a mobile but access not guaranteed

Financial hardship happens when you are unable to meet repayment obligations for a service that you're using. Basically, you're finding it hard to pay one or more of your bills.

When people sign up to a plan or service, they're usually confident they'll be able to pay the bill. Unfortunately later, due to an unexpected event or circumstance, they are unable to pay anymore. In other cases, there are those that are unable to afford the bill from the beginning. These situations are all covered by the term 'financial hardship'.

If you find yourself unable to pay you will need to tell your telephone, mobile or internet provider you are experiencing "financial hardship". The company's customer service representative can then offer you the help you need.

No one wants to be misunderstood

ACCAN is calling on all Government agencies, politicians, political parties and any other organisations that post videos online to ensure their videos have readable captions. It is especially important for politicians, political parties and government agencies to ensure that online video have captions that people can understand in the lead up to the 2016 Federal Election. Find out more about communications consumer priorities for 2016 on ACCAN's Election webpage.

Read more: Captioning videos on YouTube and Facebook

It is important to pick a plan that matches your needs. Consider what services you are currently using and what you want your broadband plan to deliver.

You should make sure that all the services you want will work over Sky Muster. Some may not work and you may need to keep an existing telecommunications service. Check with your retail service provider if you are unsure.

IMPORTANT!

Services will not work in power outages.

Consider what alternative arrangements you need in case of power outages.

 

 

The key things to look out for in a plan:

Speeds

There are two speed levels that you can choose from;

• 12 (down) /1 (up) Mbps and
• 25 (down) /5 (up) Mbps.

What are download and upload speeds?

Speed is a measurement of the amount of data that can be sent to and from you in a second.

The quoted levels are the maximum speed that is achievable for the connection. Speed levels are not consistent and they often vary. The actual speed that you receive will vary depending on a number of factors, such as the type of information you are sending, the time of day, the number of applications sending and receiving files on your devices, your retail service provider and the number of other customers using the service.

For further information on performance, check out our information.

TIPS ON PICKING A SPEED TIER THAT SUITS YOU

If you download sizeable amounts of information (for example high definition movies or gaming), then the faster speed will likely mean that you are waiting less time for this information to be received.

If you only need the internet to access information that is small in size (for example basic websites, emails, individual songs, telephone calls), then the entry speed level might suit you perfectly.

If you are sending lots of files (for example if you operate a small business that updates websites or regularly sends important documents), then fast upload speeds are important for you.

EXAMPLE

The following graphic gives an estimate in the difference higher speeds might make for an activity. These times are estimates and may be affected by other factors, such as other people being online.

Downloading a standard definition movie (1.5GB)

Data

There are a number of plans available, offering allowances up to 150GB per month, divided into peak and off peak usage.

Note that both sent and received data (i.e. uploads and downloads) is counted in the allowance.

TIPS FOR PICKING A DATA ALLOWANCE THAT SUITS YOU

How much data you need depends on what you do and how long you spend online.

You should examine your previous bills to see how much data you have used for the last few months as a basis to calculate how much data you will need.

Checking email and browsing the internet uses very little data, watching videos uses sizeable data amounts, while gaming can quickly use up a lot of data.

Here are some estimated usages by activity as a guide: [note: 1024MB = 1GB]

Activity	Data usage
Email (100 sent/received without attachments)	2.5MB
Music streaming (3 minutes)	3MB
Radio streaming (10 minutes)	15MB
Email (10 sent/received with attachments)	18MB
General web browsing (30 minutes)	10 - 20MB
YouTube video streaming (5 minutes)	25MB
Audiobook (9 hours)	110MB
Downloading standard definition TV show (45 minutes)	200MB
Downloading standard definition movie (2 hours)	1 - 1.5GB
Downloading high definition movie (2 hours)	3 - 4.5GB
Downloading a game (e.g. for Xbox or PS4)	20 - 50GB

 

The average Australian uses 69GB of data a month (June 2015). Consumers who have an nbn connection tend to use more data, so it may be worthwhile considering a plan with more data than your existing plan. The average nbn user uses 131GB of data a month (June 2016)

Peak / Off peak

Plans divide the data allowance between peak and off peak times. Peak hours are between 7am and 1am at your local time (18 hours of the day). Off peak hours are between 1am and 7am at your local time (6 hours of the day).

Plans that offer data usage in off peak times are often better value for money, but may be at a time that does not suit your needs. Peak hours are likely to be the hours when you most want to use the internet.

Set up, equipment and other fees

Your retail service provider may charge other costs, besides the monthly cost, such as for set-up, equipment (router or Analogue Telephone Adaptor (ATA) for VoIP) or early termination fees. You should carefully check all the possible fees that apply with each plan as they differ with each retail service provider.

Length of contract

Some contracts are available month to month, while others have a minimum duration (such as one or two years). Longer contracts may not have up front equipment and connection fees, but will charge if you terminate the service early.

Better Internet for Regional, Rural and Remote (BIRRR) Group have produced a comparison of the price and inclusions offered by the different providers.

I run a small business from home; will there be special plans available for me?

Sky Muster will serve homes and small businesses. If you require a plan to be used for your business also, contact a retail service provider to discuss your options. Some plans are available to both residentiall and small business consumers. Further options are expected to be released in the future.

What is nbn’s fair usage policy?

nbn has set out a number of limitations on how much data each service can use in any four week period. This is designed to ensure that the service is shared equitably and not degraded for everyone.

Your retail service provider should ensure that you do not breach these conditions. You should discuss any concerns with your retail service provider.

Will I lose my current services?

If you have voice, broadband or alarm services through other fixed line, wireless or satellite services, you will likely be able to continue to use them (excluding nbn ISS services).

How do I track my usage?

Retail service providers allow you to check your data usage and alert you if you are close to using all of your allowance.
If you use all of your allowance your retail service provider is likely to significantly slow your speed until the next billing cycle.

Will the bill from my current service end the same day as my new service?

Perhaps. You should check with your retail service provider when the billing periods will begin for Sky Muster and end for other services. This may depend on whether or not you are switching retail service providers.

IMPORTANT QUESTIONS TO ASK YOUR PROVIDER

1. Can I use all my current services with this plan?

2. How long will it take to get connected?

3. What do I need to do to prepare my property for connection?

4. Will my other satellite equipment be uninstalled at the same time?

5. When will the billing start?

6. What speed level will I get on average with this plan during peak and off perk hours?

7. Apart from the monthly charge, what other fees do I need to pay?

8. Do I need to purchase a new router?

9. Can I get VoIP services? Is the router set to ensure quality voice services?

10. How do I access my data tracking service?

11. Will there be any additional charges for connecting or fault repairs?

12. Is my property a standard installation? Can I cancel the service, without charge, if I am not a standard installation?

13. Do you offer service guarantees for fault rectification and outages?