Key Dates

2021 Grants projects announced:
30 June 2021

New projects begin:
1 July 2021

> View full Grants Round timeline

Contact us: or phone 02 9288 4000

The summary below outlines ACCAN's activities from 1 March – 31 May 2021.

The summary below outlines ACCAN's activities from 1 December 2020 – 28 February 2021.

The summary below outlines ACCAN's activities from 1 September – 30 November 2020.

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

This site contains links to other sites. ACCAN is not responsible for the privacy practices or the content of these websites.

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.

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.


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

In 2016 ACCAN commenced an annual survey of small business operators to provide an insight into the most prevalent telecommunications issues affecting small business in Australia. The 2016 survey has now closed. We will commence our 2017 survey later this year.

ACCAN will use the survey reports to highlight concerns to the telecommunications services providers and the Telecommunications Industry Ombudsman (TIO) to work toward improved services for Australian small business consumers.

Survey reports

2016 Survey

Download: docxSmall business survey 2016 report794.86 KB

Download: pdfSmall business survey 2016 report1.19 MB


Young woman reviewing her bill while holding her disconnected phoneWhat 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.

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Woman with luggage walking towards airportThe sun is shining, cricket commentators are beginning to take over the airwaves, and barbeques across the country are being scrapped and cleaned ready for the first snags of the season; summer is coming to Australia and with it one of the nation’s busiest travel periods. Whether we’re road tripping across the country or travelling half-way across the world, many of us will find ourselves relying heavily on our phones during the summer holiday season. To help you make the most of your travel and avoid ruining your post-holiday glow with a nasty bill shock, we’ve curated our top tech travel tips.

Federal Election 2019   ACCANs Analysis blog post imageWith the 2019 Federal Election on its way, Labor, Liberal and the Greens have begun to announce the policies that they will take to the election.

ACCAN will be compiling the communications policies of the major parties in an effort to provide Australians with a quick and easy guide to each party’s priorities.

Please note that this is a live blog and will be updated as new policies are announced.

Last updated: 14.05.19

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Happy young school girl

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. 

#NetNecessity logo


The benefits of this Federal budget neutral policy

Illustration of Australian map overlayed with a tablet device and data symbols

Economic benefits of affordable broadband

  • Approximately $20 billion saved through move to online services

  • Stronger economy: increases in average incomes of 0.85% per person

  • New business & employment: up to 5400 businesses formed + an additional 3400 to 6400 self-employment opportunities in areas with high NBN rollout

  • Increased tax revenue through higher economic activity, and reduced unemployment

  • Reduced cost & barriers to access for households when accessing essential services, particularly for Australians in regional and remote areas

Without affordable home broadband

  • 1 Million+ low-income households at risk of not switching over to NBN

  • Children struggle to complete homework and keep up at school

  • Young people can’t prepare for the post-school world of further training, education or employment

  • Job Seekers find it difficult to get jobs and training to lift themselves and their families out of poverty

  • Elderly or less mobile people find it harder to access support services and overcome social isolation


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.


Download: docNo Australian Left Offline - Policy document97.5 KB
Download: pdfNo Australian Left Offline - Policy document752.71 KB

Download:  docNo Australian Left Offline - Affordable Broadband for the regions102 KB
Download:  pdfNo Australian Left Offline - Affordable Broadband for the regions759.57 KB

Download: docxNo Australian Left Offline - Media release3.1 MB
Download: pdfNo Australian Left Offline - Media release982.99 KB

Download: pdfA3 colour brochure2.2 MB

Supporters of No Australian Left Offline

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ACCAN logo     ACOSS logo    Adult Learning Australia logoADIA logoAnglicare logoASCCA logo     Australian Privacy Foundation logo       Benevolent Society logo     Bidwell Uniting LogoBlindaCitizens Australia logoCMHA logo          Community Legal Centres Australia logoConnecting Up logoCOTA logo  CPSA logo   Good things Foundation logo Infoxchange logo      Internet Australia   Leep LogoMulticultural Youth Advocacy Network (Australia)NEDA logo People with Disabilities Australia LogoRRRCC logo 2020TSF Logostart broadband logo CMYK croppedtadwa LOGOThink + Do Tank foundation logo    Uniting Care Australia logoWorkVentures logoWWDA Logo HR 2179px

An older Australian and his daughtrer talk to family via a tablet





Accessible telecoms logoOlitech Easy Mate +

Type of device: Mobile Phone

Olitech Easy Mate Plus

This device may not be used to access the internet

This device does not have a touchscreen

Accessibility Features:

    • Cognition:
      • Voice Notes
      • Simple Instructions
      • Simple Reminders

    • Hearing:
      • Visual Alerts - Electronic Message
      • Ringer Volume Adjustable
      • Hearing Aid T-coil Coupling
      • Messaging Options - Text Messaging/SMS
      • Visual indicators on Display - Network
      • Visual Alerts - Incoming Calls

    • Vision:
      • Screen Magnifier
      • Standard Number Key Layout
      • Tactile Key Marker - '5'
      • Talking Keys

    • Speech:
      • SMS Personalisation and Reuse
      • Messaging Options - MMS
      • Messaging Options - Text Messaging/SMS

    • Physical:
      • Automatic Redial
      • Guarded/Recessed Keys
      • Easy to Press Keys
      • Lanyard Pin for key ring or Lanyard Strap
      • Headset - plug connected
      • Cradle charger

More information is available on:

Olitech Easy Mate+ PDF User Manual
Olitech You Tube videos





Accessible telecoms logo

Samsung Galaxy J2 Pro

Type of device: Mobile

Samsung Galaxy J2 Pro

This device may be used with Wi-Fi or a data plan to access the internet.

This device has a touchscreen.

Accessibility Features:

      • Cognition:
        • Voice Notes
        • Simplify Display
        • GPS Capability
        • Copy and Paste
        • Simple Instructions
        • Photo Associated Telephone Book
        • Assistance Instructions
        • Simple Reminders
        • No Screen Timeout

      • Hearing:
        • Supports Closed Captioning for Web Video or Streaming
        • Front Facing Camera
        • Adjustable Maximum Volume Control
        • Two-way Video Communications
        • Visual Alerts - Electronic Message
        • Ringer Volume Adjustable
        • Messaging Options - Text Messaging/SMS
        • Visual indicators on Display - Network
        • Visual Alerts - Incoming Calls
        • Device Coupling - Bluetooth/WLAN

      • Vision:
        • Screen Reader
        • Screen Magnifier
        • High Contrast Mode
        • Display Characteristics - Colour Differentiation
        • Display Characteristics - Adjustable Brightness Control
        • Voiced Menus
        • Adjustable Font - Size
        • Adjustable Font - Style
        • Audible Cues - Battery
        • Standard Number Key Layout

      • Speech:
        • SMS Personalisation and Reuse
        • Messaging Options - Predictive Text
        • Messaging Options - MMS
        • Messaging Options - IM
        • Messaging Options - Email
        • Messaging Options - Text Messaging/SMS

      • Physical:
        • Stylus or Prosthetic Device support
        • Voice Recognition for Accessing Features
        • Voice Recognition for Dialling
        • Automatic Answer
        • Flat Back for Table Top Operation
        • Device Coupling - Bluetooth/WLAN
        • Predictive Text Input
        • Speaker-phone capable
        • Easy to Press Keys
        • Headset - plug connected

More information is available on:

Samsung Galaxy J2 Pro Website

Samsung Galaxy J2 Pro PDF User Guide


NDIS Logo for at resources


Avoiding Phone and Internet cover image

Scammers are constantly changing the ways they work and adapting to new technologies. To keep yourself safe, it’s important to know how scammers can use phones and the internet to try to profit from your personal information.

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Choosing a Small Business NBN Internet Plan cover image

The National Broadband Network (NBN) is Australia’s wholesale internet provider. This means that when you sign up for an NBN plan, you must order the service through a telco (e.g. Telstra, Optus, TPG).

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Small Business Making a Complaint cover image

If you are unhappy with the service you are receiving from your telco, you can make a complaint.

Telcos have to follow rules about when small businesses can be disconnected, help they must provide if you can’t pay a bill, and more. If your small business spends less than $40,000 per year with one telco for your internet, landline and mobile phone services, you’re protected by these rules.

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About  |   Episode 1  |   Episode 2  |   Episode 3  |   Episode 4 |   Episode 5  |   Episode 6 

ACCANect Online

Deirdre ODonnelll - ACCAN Chairperson

ACCANect Online provides a platform for telecommunications consumers to hear from leading voices in the telco sector about the key communications issues that are impacting consumers today and into the future. The new multi-part video series from ACCAN features presentations on the accessibility of communications services, issues relating to regional, rural and remote Australians, and digital inclusion, as well as interviews with ACCAN CEO Teresa Corbin.

Read more about the speakers below.

Deidre O'Donnell, ACCAN Chairperson


ACCAN is deeply concerned about the inadequacy of existing government programs supporting improved communications infrastructure in remote Indigenous communities (RICs). These communities are among the most disadvantaged and digitally disengaged in the country.

The pre-existing digital divide has been exacerbated by the COVID-19 lockdown. While there has been an accelerated take up of digital services such as videoconferencing, remote server access, and telehealth for those with access and skills, communities that are disconnected are at a much greater disadvantage at this time. Very few remote Indigenous people have the option of home schooling, working from home, or accessing basic services online. Most RICs have restricted all non-essential movement due to the high risks associated with COVID infection, increasing the need for remote access to services, including health, education, Centrelink, MyGov, justice, banking and so on. However, with an estimated 30% of remote and very remote Indigenous people without household access to telephony or internet, and many Shire/Council offices, schools and other service centres closed, some essential services have not been available to many remote Indigenous people.

Nigel Waters has been both an individual member of ACCAN and an organisational representative for the Australian Privacy Foundation. Nigel was elected to the ACCAN Board in 2012 and continued as a Director until 2017. He was also a Board member of the Australian Privacy Foundation for many years and represented Privacy International at meetings of the APEC Privacy Subgroup and other international fora. Using the expertise he gained as deputy Australian Federal Privacy Commissioner from 1989-1997, and before that Assistant UK Data Protection Registrar, Nigel has continued to advise and support communications consumer advocacy in Australia for many years. He has represented consumers on numerous Industry Code Working Committees and supported the development of countless ACCAN policy positions and submissions on all kinds of emerging privacy issues. He has mentored consumer representatives and ACCAN policy staff. Nigel has also assisted ACCAN interns with research projects covering topics from digital footprints and surveillance to use of biometric data. Nigel has a long-term commitment to improving the privacy protection for all consumers.