The summary below outlines ACCAN's activities from 1 June – 31 August 2019.
Curtin University
Approaches to the accessibility of subscription versus free to access Australian video on demand platforms have been evaluated with research gathering new insights from consumers with disabilities.
Read more: Access On Demand: An Analysis of the Accessibility Options on Streaming Television
Tablet devices - Northern Territory
Further information for financial counsellors
The telecommunications regulator, the Australian Communications and Media Authority (ACMA), has developed a new regulation called the Telecommunications (Financial Hardship) Industry Standard (the FH standard), which improves protections in the existing Telecommunications Consumer Protections Code (TCP Code). The FH standard is mandatory, and will commence on March 29.
Read more: New Telco Financial Hardship Protections: A guide for financial counsellors
Write comment (0 Comments)Peak communications consumer body ACCAN has welcomed regulatory action against Telstra for significant Triple Zero failings earlier this year, and urged a modernisation of Triple Zero services.
Telstra has been fined more than $3 million for 473 breaches of Triple Zero rules relating to an incident on 1 March 2024, during which Telstra’s Triple Zero call centre was hampered in transferring calls to emergency services for 90 minutes. Customers were unable to access the service as expected.
Read more: Consumers call for Triple Zero modernisation after outage
ACCAN recently submitted to the Australian Communications and Media Authority (ACMA)'s consultation on new rules on telco complaints handling. The ACMA has amended the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 after the Optus outage of November 2023 exposed issues with the complaints handling processes of telecommunications providers.
This summit is co-hosted by the Australian Communications and Media Authority (the ACMA) and the Australian Communications Consumer Action Network (ACCAN). The summit will be an opportunity for consumer advocates to outline how the telecommunications industry’s poor customer service and complaints-handling practices affects their clients and constituents, and comments on the recommendations being proposed by the ACMA.
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
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Download: 
ACCAN Magazine Issue 16 Winter 2015.pdf2.77 MB (Note: reading order not accessible)
Download accessible version: 
ACCAN Accessible Magazine - Winter 2015.docx44.6 KB
ACCAN's policy position on a customer service and reliability standard
Access to reliable communication services is vital for Australian consumers and is essential for social and economic participation.
The 2015 Regional Telecommunications Independent Review Committee (RTIRC) found that existing safeguards (e.g. Customer Service Guarantee (CSG)) focused on delivery of the Standard Telephone Service (STS) were of "rapidly declining relevance."
This is due to the shifting consumer preference toward mobile and internet based communication. The Committee recommended the Australian Government, in consultation with industry and consumer groups, develop a new safeguard in the form of a Consumer Communications Standard.
This policy position addresses consumer concerns about existing customer service and reliability measures, and proposes a new model for the future. It is a step towards a new Consumer Communications Standard.
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:
- Check if you are eligible (nbn website)
- 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’)
- 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
- Can I use all my current services with this plan?
- How long will it take to get connected?
- What do I need to do to prepare my property for connection?
- Will my other satellite equipment be uninstalled at the same time?
- When will the billing start?
- What speed level will I get on average with this plan during peak and off peak hours?
- Apart from the monthly charge, what other fees do I need to pay?
- Do I need to purchase a new router?
- Can I get VoIP services? Is the router set to ensure quality voice services?
- How do I access my data tracking service?
- Will there be any additional charges for connecting or fault repairs?
- Is my property a standard installation? Can I cancel the service, without charge, if I am not a standard installation?
- 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.