WorkVentures Ltd
Appropriate device access remains a pervasive challenge for many Australians, with First Nations Australians among the most digitally excluded. Meanwhile, annually the Australian public and corporate sector refreshes c.2 million devices, with most being sold on international markets or recycled. This project supports the establishment of a National Device Bank (‘NDB’) model through a targeted First Nations proof of concept. A NDB seeks to distribute refurbished technology, donated by companies and government agencies, for free to digitally excluded communities. A NDB was also recommended by the First Nations Digital Inclusion Advisory Group (‘FNDIAG’), supporting Target 17 of Closing the Gap.
Read more: In progress! Enabling First Nations digital citizens through a National Device Bank
ACCAN’s Consumer Engagement with the NBN
Starting in October 2024, ACCAN began a new project to make sure the NBN works better for consumers. Thanks to a $2.56 million grant from the Australian Government, we are scrutinising how the NBN operates and spends its funds.
What does this mean for you?
- More say in how the NBN is run: we’re involved in high-level discussions making sure consumer voices are heard when decisions are made about NBN spending and services
- Better services and fairer prices: we’re advocating for better service standards and NBN Co to cut unnecessary costs, which can lead to lower prices for consumers in the long run.
- Ensuring value for money: The NBN is a huge investment and forecast to collect and spend $110 billion by 2040. We’re working to make sure your money is spent wisely.
How it works:
- NBN Co is now required to subject all spending proposals to oversight by consumers and industry.
- We’re part of a consumer panel, known as the Regulatory Proposal Forum, to review these plans and make sure they benefit all Australians.
- NBN Co will submit its detailed expenditure proposals by 2 July 2025 and a final decision will be made by the ACCC by 30 June 2026.
- The proposal will cover NBN revenue, pricing and service levels through 1 July 2026 to 30 June 2029.
Why it matters:
- The NBN is a vital service, and we’re dedicated to making sure it’s reliable, affordable and meets the needs of Australians.
Want to learn more?
Read our public submissions on NBN Co’s economic plans:
- ACCAN Response to NBN Co Consultation Paper 1 PDF
- Executive Summary of ACCAN Response to Consultation Paper 2 PDF
Read our progress reports:
| Fair Call Campaign
Telcos are writing the rules that are meant to hold them accountable. It's no surprise they’re failing consumers. The Telecommunication Consumer Protection (TCP) Code is supposed to set rules for how telcos treat their customers. It covers things like sales practices, billing, credit checks, and customer service. Read more: Fair Call Campaign 2025 Too many Australians are being pressured into phone and internet deals that don’t meet their needs. The industry-drafted rules that are in place to protect consumers from harmful sales practices simply aren’t working, and must be replaced with direct regulation, says the Fair Call Coalition – 23 peak consumer bodies with an interest in a fair deal for telco consumers. Read more: Put consumers before commissions: advocates call for sales and credit reform Executive SummaryRobust and comprehensive assessments of a consumer’s capacity to pay (credit assessments) help ensure consumers can confidently participate in markets and access products and services they can afford. The obligations in the Telecommunications Consumer Protection (TCP) Code for carriage service providers (CSPs) to conduct credit assessments are ineffective and do not provide appropriate community safeguards to communications consumers. Credit assessment obligations must be sufficiently robust to protect consumers against financial harm, while ensuring that financially capable consumers are not prevented from acquiring a service. The Australian Communications Consumer Action Network (ACCAN) is pleased to provide this submission on the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts’ (the Department) Consultation Paper: Statutory Infrastructure Provider Regulated Broadband Speeds. Read more: Statutory Infrastructure Provider Regulated Broadband Speeds. The purpose of the Disability Advisory Forum (DAF) is to discuss the most important telecommunications consumer issues from the perspective of key representative in the disability sector, with a view to incorporating these into ACCAN's work priorities. The function of the Disability Advisory Forum is to:
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
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.
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.
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