Key Dates
Next Grant Round:
Applications for funding will open early 2025.
> Information about our Grants Program
Independent Grants Panel:
Results of the recent EOI will be notified Dec 2024.
> Information about our Panel
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ACCAN is seeking nominations for Directors to fill three (3) vacancies on its Board.
In accordance with the ACCAN Constitution, the 2017-2018 ACCAN Board will consist of nine (9) members1. Six (6) positions are continuing Directors from the 2016-2017 Board. Three (3) Directors are retiring from the Board but may be eligible for re-election as stated in the ACCAN Constitution.
In accordance with the ACCAN Constitution Board members are elected for a three year term.
Read more: Call for nominations for the ACCAN Board
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ACCAN welcomes the release of the first round of results from the ACCC’s Measuring Broadband Australia speed monitoring program, and its generally positive findings. ‘We’ve long been calling for the independent monitoring of broadband speeds so consumers know what they’re likely to be getting when they buy a service. We’re strongly supportive of the ACCC’s work in this area’ ACCAN CEO Teresa Corbin said today.
‘Complaints about broadband speeds are at a record high. There is an obvious need for clear and accurate consumer information on what to expect from broadband services’ said ACCAN CEO Teresa Corbin. ‘The ACCC’s results make broadband speeds more transparent. This is important, because it helps consumers understand how services are actually performing, and gives them the tools they need to choose services best suited to their needs’.
The latest report shows that NBN fixed broadband plans from iiNet, Optus, TPG, and Telstra are typically delivering download speeds of around 80 to just over 90 per cent of the advertised maximum plan speed at the busiest time of the day (7-11pm), and performing consistently throughout the day. They are also achieving positive uploads speeds.
ACCAN recently commented on the Consolidated Industry Codes of Practice for the Online Industry (Class 1A and Class 1B Material). In general, we welcome measures that contribute to a safe online environment, empower consumers, and provide transparency and accountability. However, ACCAN expressed our concern over the constricted time frame for public consultation. The Industry Codes of Practice represent a significant undertaking in internet regulation and for them to be effective in their aims and to minimise consumer harm, consumer consultation cannot be an afterthought.
Similar to the ACCC’s consultation on broadband speed claims, regulators in other countries are trying to ensure that ISPs deliver on their broadband speed claims.
In the UK, the regulator is considering forcing broadband and mobile operators to pay automatic compensation to customers when services fail or when they are suffering slow speeds.
Read more: Broadband speed claims – what's happening overseas?
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ACCAN welcomes the ACCC’s announcement today that it has commenced proceedings against Telstra for misleading its customers about third party billing services.
ACCAN CEO Teresa Corbin said that consumers have been extremely frustrated by these unexpected charges on their telco bills and by the difficulties they experience in resolving them. An ACCAN survey last year found 12% of mobile customers had experienced unexpected third party charges on their mobile phone bills in the preceding 6 months.
‘We’ve been calling for stronger consumer protections in this area for some time, including that all third party charging become opt-in, instead of the current opt-out arrangement’, said Ms Corbin. ‘Many people don’t realise that their mobile phone account can effectively be used like a credit card to purchase third party content, like games credits’.
The ACCC has found that Telstra has earned about $61.7m from commissions on third party premium direct billing.
Read more: ACCAN welcomes ACCC action over Premium Billing charges
The Department of Infrastructure, Transport, Regional Development, Communications and the Arts has consulted on the draft exposure of the Telecommunications Legislation Amendment (Statutory Infrastructure Providers and Other Measures) Bill 2022. The Bill strengthens the Statutory Infrastructure Provider (SIP) regime, which aims to ensure all Australians have access to modern broadband services.
ACCAN supports the key changes proposed in the bill:
New website gives consumers a head start in 3D printing
The number of users connecting to each other on the internet to find, share, and create 3D printed objects has proliferated in the last few years. But what do consumers need to know before printing in 3D?
Read more: Can I download a car?
Write comment (0 Comments)Today ACCAN is celebrating World Consumer Rights Day. The theme this year is ‘Making digital marketplaces fairer’ and Consumers International is calling for access to fair and secure internet for all, action against scams and fraud, and better consumer protection online. As a member of Consumers International, ACCAN supports this initiative.
“Consumers need to be wary of scams and online fraud which can come in different shapes and sizes,” ACCAN CEO, Teresa Corbin said. “We urge consumers to sign up to Australian Government scam alerts to stay on top of these issues and report scams when they encounter them.”
Consumers can stay informed about scams by following Scamwatch and Stay Smart Online. They can learn about cybercrime from the Australian Cybercrime Online Reporting Network (ACORN). Scams can be reported on the Scamwatch website and cybercrime can be reported on the ACORN website. ACCAN also has a tip sheet to help consumers avoid phone and internet scams.
ACCAN recently submitted feedback to the Australian Competition and Consumer Commission (ACCC) regarding an issues paper for its March 2023 Report on Social Media Services. The issues paper will inform the ACCC’s sixth interim report for the Digital Platform Services Inquiry. ACCAN’s submission urged the need for regulatory reform to ensure that Australian consumers continue to enjoy the benefits from social media platforms while reducing their harms.
ACCAN’s submission outlined our support for:
Read more: ACCC Report on Social Media Services Issues Paper
The full program for the ACCANect Conference is now available online.
Like previous years, the Conference has attracted a high calibre of speakers and panellists including: the new Telecommunications Industry Ombudsman, Judi Jones, the new Disability Commissioner, Alastair McEwin, the new Small Business and Family Enterprise Ombudsman, Kate Carnell, as well as consumer representatives such as CHOICE and Consumer Affairs Victoria.
Read more: ACCANect Conference speakers and panellists revealed
Write comment (0 Comments)ACCAN welcomes the ACMA’s announcement today of a consultation on proposed new rules that cover telco complaints handling processes and monitoring. This announcement is especially timely given that 15 March is World Consumer Rights Day – a day to raise awareness about consumer rights and needs. Today’s announcement follows the launch of the ACMA’s analysis of the consumer experience moving to the NBN late last year and an announcement of new telco rules from the Minister of Communications and the Arts.
“The experience of migrating to the NBN has shone a light on the inadequacies of the current regulatory framework to support the delivery of essential telecommunications services,” ACCAN CEO, Teresa Corbin said. “Once in place these new rules will ensure that the regulator has better tools to ensure practices of telco providers improve.
“We congratulated the Minister last year for using his powers, and taking these steps to protect consumers. This consultation on complaints handling and monitoring is the first step in implementing these new rules which we hope will greatly benefit consumers.
ACCAN has responded to NBN’s discussion paper on SAU Variation: Proposed changes. The Special Access Undertaking (SAU) determines how much NBN can charge for wholesale phone and internet services and provides the framework for non-price issues.
Read more: RMID1064 - SAU Variation Discussion Paper - August 2022
Increasingly providers are advertising and pricing broadband plans based on speed; stating exact speeds that they can provide such as up to ‘12/1Mbps’, ‘25/5Mbps’ or ‘100/40Mbps.’ They are also using terms and price tiers that imply faster speed levels such as ‘high speed internet’, ‘super boost’, ‘lightning fast’, ‘superfast’ or ‘max speed.’
ACCAN is concerned that consumers are negatively affected by the lack of clarity about what these claims mean. The ACCC has raised concerns regarding consumer information about broadband and says these speed claims and terms “might misrepresent the speeds that the retail broadband service can consistently achieve, especially during peak periods”.
Read more: Have your say on broadband speed claims
Write comment (0 Comments)New rules that will force telcos to significantly improve the consumer experience in moving to the NBN have been welcomed as an early Christmas present for consumers. ACCAN has been calling for some time for these issues to be addressed and we are very pleased with the Minister for Communications’ and the ACMA’s announcements. This is a huge win for consumers.
“The ACMA’s analysis of issues relating to NBN migration confirms what we already know, and highlights some very concerning complaint trends,” said ACCAN CEO, Teresa Corbin. “The findings reflect the consumer experiences ACCAN has been hearing about as customers switch over to the NBN.”
The ACMA’s report shows that there needs to be better protection to ensure that consumers have access to a working service, that they are given accurate and consistent information and that there is an improvement in complaints handling to ensure quicker resolution of faults and connection problems. Furthermore, the implementation of these new standards will ensure that if the nbn switchover does not work the previous service will be reconnected so no-one is left without these essential services. These are issues which ACCAN has been raising with the industry, regulators and government. These issues are summarised in our Migration Statement.
Read more: New telco rules an early Christmas present for consumers
ACCAN recently submitted to the Office for the Arts’ consultation regarding a new National Cultural Policy. The consultation seeks to establish a new roadmap for Australia’s arts, entertainment and cultural sector. As audio-visual content has become increasingly distributed using digital platforms via broadband internet and mobile telecommunications services, we have represented consumer interests on a case-by-case basis.
ACCAN wrote to support the submission made by the ARC Centre of Excellence for Automated Decision-Making and Society (ADM+S). ACCAN agrees with the ADM+S that digital technology is an important enabler for Australia’s arts and culture. We support digital inclusion measures that allow all Australians to participate in the nation’s cultural life.
Accurate and comprehensible captions on broadcast television provide a better viewing experience for many people.
Captions are an essential service for people who are Deaf or hearing-impaired. They also assist young children and people learning English, provide additional information for people with cognitive impairments and allow many people who are in noisy environments to know what is being said on TV.
Read more: More captioning needed on Australian TV
Write comment (0 Comments)ACCAN has welcomed the Government’s response to the Productivity Commission report into the existing Universal Service Obligation (USO).
We are pleased that the Government’s response acknowledges that existing arrangements are out of date and in need of reform. We welcome the Government’s commitment to provide universal access to voice and broadband services through a new Universal Service Guarantee (USG) once the NBN rollout is complete.
“All consumers need access to reliable and affordable voice and internet services,” said ACCAN CEO, Teresa Corbin. “Guarantees underpinning access to vital voice and internet services are fundamentally important for areas where the market is not delivering adequately.”
“We look forward to working with the government on this in 2018 and beyond.”
ACCAN will work to ensure the new USG addresses the need for assurances that any new service delivery arrangements will take account of:
The ACCC is currently running an inquiry into the infrastructure used in the supply of mobile telecommunications and other radiocommunications services in regional areas. The inquiry is also exploring the feasibility of providing mobile roaming during natural disasters or other emergencies.
This year our Conference, ACCANect: Equipping Consumers to Stay Connected, will focus on how consumers can navigate the often complex digital world. As part of the National Year of Digital Inclusion, the Conference will aim to empower consumers to get and stay connected to the phone and broadband services they need. The sessions and panels will look at practical tools for consumers to achieve this.
Read more: Network and be inspired at the ACCANect Conference
Write comment (0 Comments)ACCAN is disappointed that complaints to the Telecommunications Industry Ombudsman (TIO) have increased by a massive 41.1 per cent during 2016-17. This rise in complaints is reflective of the experiences we are hearing from consumers and indicates there are systemic issues with customer service in the industry. Customer service was the top complaint issue overall. The report shows that all services and providers saw an increase in complaints indicating a genuine need to update consumer protections.
“We are very concerned about the significant, across the board, increase in complaints for landline, mobile and internet services,” said ACCAN Deputy CEO, Narelle Clark. “This reverses the previous downward trend in complaint levels. We are therefore calling on all providers to lift their game and act to immediately improve customer service and the consumer experience.”
Read more: TIO complaints reveal need for updated safeguards
ACCAN has responded to an ACCC consultation on NBN’s proposed variation to its Special Access Undertaking (SAU), where the ACCC must decide whether to accept or reject the proposed variation. The SAU sets out the rules by which NBN provides wholesale access to retailers. The details in the SAU can determine the price and quality of voice and broadband services delivered over the NBN until 2040. The consultation comes after more than a year of stakeholder discussions and workshops hosted by the ACCC which ACCAN has engaged with.
Read more: Proposed Variation to the NBN Co Special Access Undertaking
We’re excited to announce that the ACCANect Conference will be emceed by renowned freelance journalist and facilitator, Julie McCrossin. Julie has had a distinguished career as a broadcaster with ABC Radio National, ABC TV and Network Ten. She is well known for her warmth, intelligence and commitment to social justice issues.
Read more: MC and keynote confirmed for ACCANect Conference
Write comment (0 Comments)ACCAN CEO, Teresa Corbin, discussed a range of telecommunications consumer issues in a speech today at the CommsDay Melbourne Congress. In particular, Ms Corbin outlined issues related to nbn’s Special Access Undertaking (SAU) and consumer issues relating to the NBN rollout.
The SAU is a document that establishes the regulatory regime of the National Broadband Network for the next 23 years. ACCAN believes some of the charges proposed in the SAU are unfair for consumers.
“The proposed charge of $150 for consumers who are unable to self-install, for missed appointments or late cancellation of appointments may negatively impact on some vulnerable consumers,” said Ms Corbin. “We are also concerned about the removal of requirements to make rollout information available to the public. Access to this information is useful to many organisations and consumers.”
Read more: ACCAN CEO highlights consumer issues at CommsDay Congress
ACCAN recently submitted our views on the 2022 review of the Australian Code of Practice on Disinformation and Misinformation (the Code). The Code is administered by Digital Industries Group Inc. (DIGI). The Code was launched in February 2021 and currently has eight signatories: Apple, Adobe, Google, Meta, Microsoft, Redbubble, TikTok and Twitter. The signatories commit to a range of obligations to reduce harms from misinformation and disinformation on their services. The Code also prescribes an independent complaints sub-committee that can help the public resolve disputes with signatories that fail to meet their obligations to combat mis- and disinformation.