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

Read more: Quarter 4, FY20-21

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

Read more: Quarter 3, FY20-21

2025 Grants Round 

See our 2024 grantees on our Projects Page.

Applications are next expected to open in January 2025, for funding commencing July 2025. 

You can Contact Us at any time. We are here to help!

If you are thinking of applying next year, we encourage you to speak with us in advance. The Grants Team is available to help, including providing feedback on your project idea and answering any questions you have. 

Below you can find all the information from the 2024 Round, to help inform your planning for 2025:

• 2024 Round Guidelines
• 2024 Round Priority Themes
• 2024 Round Timeline
• Contact us

Read more: Overview

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

Read more: Quarter 2, FY20-21

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.

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: Small business survey 2016 report794.86 KB

Download: Small business survey 2016 report1.19 MB

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

  Write comment (2 Comments)

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.

Olitech Easy Mate +

Type of device: Mobile Phone

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

dev090

Samsung Galaxy J2 Pro

Type of device: Mobile

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

dev139

 [Watch on Youtube: Video will Autoplay. 
Remember: Use Wi-Fi to watch this if you can]

Read more: Small Business Making a Complaint - Auslan

Download: ACCAN Magazine Issue 36 Winter 20201.45 MB

Download accesible version: ACCAN Magazine Issue 35 Winter 202039.18 KB

Are you a community organisation or school looking to help bridge the digital divide? Listed below are organisations which may be able to help.

Read more: Affordable Devices - Community Organisation Resources

National Reconciliation Week (NRW) is a time for all Australians to learn about our shared histories, cultures, and achievements, and to explore how each of us can contribute to achieving reconciliation in Australia.

Every year workplaces, schools, early learning services, community groups, reconciliation groups, and people right across the country host a whole range of activities.  ACCAN employees, who for the most part work remotely, were encouraged to visit or research a site of significance in their local area and report their discoveries.

You can download some of the ACCAN employee reports below:

Arcadia, Magnetic Island - Wayne H13.01 KB

Berry Island Reserve - Yuriko H2.43 MB

Cooks River Strathfield - Elise A4.55 MB

Dharawal National Park - Kate E15.09 KB

Ellesmere Camp - Laetitia K1.3 MB

Grotto Point Engravings - James OB477.4 KB

Jibbon Aboriginal Rock Engravings - Kelly L351.41 KB

Kurrajong of Dharug - Tanya K1.8 MB

Lake Bummiera - Amelia R62.14 KB

Rock Shelter at Undercliffe Earlwood - Elie A55.5 KB

Terrey Hills petroglyphs - Andrew W534.6 KB

Ticehurst Park - Richard V1.24 MB

Delegate resources from Telecommunications Industry Ombudsman

This theme will examine the barriers to getting and staying connected for renters, people experiencing homelessness and those residing in supported accommodation, retirement villages and social, community, affordable or public housing.

Building on historic work undertaken by ACCAN this theme will focus on the development of policy proposals to improve the digital inclusion of consumers regardless of where they live.

This theme will focus on emerging issues and trends in the use of communications technologies to cause consumer harm. The intent of this theme is to identify emerging issues and support the development of forward-looking policy settings.

Building on research undertaken by ACCAN grant recipients this theme will focus on the development of policy principles and settings that limit the use of communications technologies for consumer harm, including coercive and abusive behaviour.

Summary

Telecommunications are a vital service for victim-survivors of Domestic and Family Violence (DFV), who often need assistance from their provider to retain a safe and affordable service. In contrast, communication services can also be used to facilitate DFV, which can lead to considerable consumer detriment. Current codes and guidelines do not effectively support and protect consumers or promote uniformity in the communications industry.

The Australian Communications Consumer Action Network (ACCAN) recommends the Minister for Communications implement direct regulation via a service provider determination to support consumers affected by DFV.¹ Protections for consumers experiencing or at risk of DFV must be enforceable via direct regulation noting the material risks to personal safety that consumers affected by DFV may face when their access to essential communications services is disrupted or interfered with.  

Read more: Domestic and Family Violence

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.

Phone: 02 9288 4000

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

Or via the National Relay Service