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?
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
The Customer Service Guarantee should be updated to include internet and new reliability measures.
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.
- Go to the Quickflix website
- Select the plan you wish to purchase.
- 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:
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.
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!
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.
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.
Throughout our lives, we accumulate a variety of assets. In the past, these have traditionally included things such as houses, cars, finances and other tangible possessions. These assets are considered when drawing up a will in the event of our passing.
Read more: How to prepare your digital legacy
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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.
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Remember: Use Wi-Fi to watch this if you can]
Once you have chosen an NBN home internet plan, your telco will organise to have your home connected to the NBN.
Getting connected may differ depending on your home and the area you live in.
Read more: Connecting and Troubleshooting Your NBN Home Internet Service
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