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Claire Milne headshotThis year our keynote speaker for the ACCAN National Conference is Claire Milne, MBE, Visiting Senior Fellow, Department of Media and Communications, London School of Economics.

Claire will bring a wealth of knowledge to the ACCAN Conference. She has worked in the telecoms sector since 1975 and held a series of management jobs within BT, including teletraffic theory, exchange and network design and regulation. Since 1989, she has been a consultant, first with Ovum and then in her own company Antelope Consulting. She has been a Visiting Senior Fellow at LSE since 2003. From 2008 - 2014 she chaired the Consumer Forum for Communications at Ofcom.

We interviewed Claire to get insights into her views on communications affordability in the lead up to the ACCAN Conference.

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Mobile Premium Services (MPS) allow consumers to pay for digital content (like apps or games) and services (like competition entries, voting and charity donations) on their mobile phone account or using pre-paid credit.

Rules about the delivery of MPS are in the MPS Industry Code and two regulations called MPS Determinations. The ACMA is looking to repeal the two MPS Determinations and transfer some protections to the MPS Industry Code: particularly the rule that requires telcos to allow their customers to bar access to MPS. You can read ACCAN’s feedback on the MPS Industry Code here.

ACCAN is not aware of any issues repealing MPS Determination 1, so long as all key consumer protections are transferred to the MPS Code. ACCAN has concerns about fully repealing Determination 2, as it contains some protections that remain important to safeguard consumers.

You can read ACCAN’s feedback on the separate consultation by industry group Communications Alliance on proposed changes to the 2019 MPS Industry Code here.

 

The Australian Communications Consumer Action Network (ACCAN), the peak body representing communications consumers in Australia, welcomes Telstra's announcement of real time mobile data usage alerts as a win for consumers. ACCAN has been calling on the telcos to implement real time alerts for mobile data usage for a number of years.

Telstra is the first Australian telco to offer these alerts that notify consumers via text message within seconds when they have used 50, 85 and 100 per cent of their mobile data allowance.

Family with laptop, tablet and smartphoneAccess to affordable telecommunications for all consumers is one of ACCAN's three key objectives. Affordability is becoming increasingly important as access to telecommunications services is essential for full economic, social and cultural participation.

For example, the main method of communicating with many government agencies is increasingly through online channels and, with the Coalition Government's Digital First Strategy, this will only become more widespread. This Strategy will require all government services and public interactions to be available online by 2017.

In order for the Digital First Strategy to be a success, all Australians need to have access to the internet. There are a number of factors that contribute to a lack of internet uptake, and affordability is often found to be a factor.

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ACCAN has made a submission to the Australian Competition and Consumer Commission (ACCC) consultation on consumer choice screens in search services and web browsers. The ACCC is interested in understanding the consumer impact of default web browsers and search engines.

ACCAN reiterated our support for the ACCC’s recommendation to facilitate consumer choice through the changes to default search engine and internet browser arrangements, as outlined in our 2019 submission to the Treasury inquiry into the implementation of the ACCC’s Inquiry into Digital Platforms.

The Australian Communications Consumer Action Network (ACCAN) has welcomed the Federal Government's move to make registration on the Do Not Call Register indefinite as a part of its deregulation agenda. This is a win for consumers who will no longer have to worry about reregistering their phone numbers on the Do Not Call Register every eight years.

"With approximately 9 million registered numbers and on average 1 million added each year, ACCAN supports the move to allow for indefinite registration," said ACCAN CEO, Teresa Corbin. "The preference of the majority of Australians to not be contacted by telemarketers is evident in the high number of registrations."

Image of sign postLast week ACCAN's CEO, Teresa Corbin, and Director of Policy, Una Lawrence, travelled to the Electorate of Indi (northeast Victoria) to meet with residents and discuss issues around telecommunications services.

ACCAN was invited to attend community meetings and a meeting with local government representatives and businesses by Indi's Federal Member of Parliament, Cathy McGowan. Meetings were held in Beechworth, Wangaratta, Benalla and Oxley.

The issues experienced by residents are not unique to Indi and are experienced by many living in rural and remote areas. Availability and accessibility of quality communications services are key focus areas of ACCAN's work.

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The Department of Social Services recently sought input to the National Disability Employment Strategy. This Strategy will have close ties to the forthcoming National Disability Strategy.

ACCAN made a submission to this consultation to outline the role of communications technologies in supporting greater inclusion and participation of people with disability in the workforce.

The Australian Communications Consumer Action Network (ACCAN) welcomes Telstra's initiative to make mobile phone calls to 1800 numbers free of charge for its customers three months before the ACMA proposed deadline of 1 January 2015. The telco announced the change in a blog post on the Telstra Exchange blog.

ACCAN has previously called for this change and is glad to see Telstra implementing it well before the deadline set by the ACMA.

If you haven't already registered for the ACCAN Conference you can still take advantage of early bird pricing until Friday, 31 July! Head to the Conference website to register now.

As you may already know, this year's Conference, Dollars and Bytes – Communications affordability now and tomorrow, focuses on the key issue of affordability. This is an issue that affects all consumers.

The program for the two days (1-2 September) is shaping up to be one of our best yet. Some highlights will include:

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ACCAN submitted a response to the ACCC’s discussion paper which commenced a public inquiry into whether the following services should continue to be declared:

  • Superfast broadband access service (SBAS)
  • Local bitstream access service (LBAS)


The SBAS and LBAS cover a range of non-NBN superfast fixed broadband networks. ACCAN is supportive of continuing the LBAS and SBAS declarations as superfast broadband networks are enduring bottlenecks. Due to a lack of infrastructure competition, without declaration consumers will be restricted in service provider choice and price.

The Australian Communications Consumer Action Network (ACCAN), the peak body for consumers in the communications industry, has today launched leading research into Australians' use of mobile applications. The report, Mobile app consumer attitudes and experiences, explores user sentiment towards paying for features and services and data privacy in the app ecosystem.

Farmer talking on mobile phoneThe Regional Telecommunications Review is an opportune time to take stock of telecommunications policy in Australia. Whether it is an oversubscribed interim satellite service or a Universal Service Obligation that hasn't been brought into the 21st Century, regional consumers are frequently left with shocking network performance and few avenues for redress.

ACCAN often hears the horror stories about regional communications. From a farmer in rural WA who despite successive 'repairs' had to hold his landline handset 10cm away from his ear to hear over the static; to the outdoor recreation business which may soon have to close after a loss of customers due to an unreliable booking phone line; and the school children who have to stop lessons 20 days into the month because their restrictive satellite data quota has been used up.

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Communications are an essential service. ACCAN’s Pre-Budget Submission 2020-21 outlines policies, programs and areas of need for communications consumers that should be addressed in the Australian Government’s upcoming 2020-21 Budget. Affordability, accessibility, regional access and infrastructure, and empowered consumer decision-making are areas where continued government investment is vital to ensure all Australians benefit from connectivity.

Pro bono legal service MOSAIC and the Australian Communications Consumer Action Network (ACCAN) are teaming up to run a 'Bring Your Bills Day' giving free legal advice and education to newly arrived migrants, refugees or asylum seekers who need help with any of their bills (phone, electricity, gas or water). The event is in the lead up to Anti-Poverty Week (12th–18th October, 2014). It is being held today at the Old University of Sydney Law Building (near St James train station, Macquarie Street exit), 173-175 Phillip Street, Sydney CBD.

Recent analysis by MOSAIC has found that one in seven of their clients is facing difficulties with paying mobile phone bills. According to the Australian Council of Social Services adults born in countries where English is not the main language are almost 50 per cent more likely to be in poverty compared to those born in Australia.

Nominations for Directors to fill three vacancies on the ACCAN Board are now open. Nominations close at 5pm on Monday 3rd August, 2015.

In accordance with the ACCAN Constitution, the 2015-16 ACCAN Board will consist of nine members. Six positions are continuing Directors from the 2014-2015 Board. Three Directors are retiring from the Board but will be eligible for re-election as stated in the ACCAN Constitution.

In accordance with the ACCAN Constitution Board members are eligible for a three year term.

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Communications Alliance, the peak body for the telco industry, is undertaking a routine review of C566:2005, the Industry Code on the Rights of Use of Numbers.

The Rights of Use of Numbers Code sets out rules and guidance for telcos when issuing, reserving, ‘quarantining’ and re-allocating telecommunications numbers to customers. A number goes into ‘quarantine’ – that is, it can’t be given to anyone else – for a period of usually 6-12 months once a service linked to that number is disconnected.

ACCAN’s submission outlines some of the issues customers have with numbers during the quarantine period, and how the Code could be improved to address these issues.

The winners of the Australian Communications Consumer Action Network (ACCAN) and Australian Human Rights Commission (AHRC) Apps For All Challenge 2014 were announced tonight at the 2014 ACCAN National Conference. The winners were awarded the inaugural Telstra Prize for their efforts in developing apps that are accessible to all consumers, including older Australians and those with disabilities.

The awards raise awareness of the need to ensure smartphone applications are accessible to all users and that this must be taken into account in their design. Prizes were handed out during a ceremony at ACCAN's National Conference, Connecting Today's Consumer.


ACCAN submitted to the inquiry into the business case for the NBN and the experiences of small businesses.

The Joint Standing Committee sought views on the experiences of NBN consumers throughout COVID-19, network performance and NBN’s response.

ACCAN raised the following points:

The Australian Communications Consumer Action Network, the peak body representing Australian communications consumers, today announced the results of its third National Survey. The survey examined the local telecommunications landscape with research conducted by Ipsos Australia. A national representative sample of 1079 surveys were completed.

ACCAN's National Survey shows that mobile phones are now definitively the universal communications service preferred by Australians, with 98 per cent of respondents owning a mobile phone. Not surprisingly, the number of respondents with a fixed line service dropped to 73 per cent, down from 77 per cent in last year's survey. Eighty-six per cent of respondents said they have a home internet connection.

This year, ACCAN's National Conference will focus on the wide ranging issue of communications affordability. Affordability is a key focus area for ACCAN because it affects all consumers. For more information or to register, visit the Conference website.

With the Conference coming up (on 1-2 September), we thought we'd take a look back at our past Conferences to reflect on our past achievements and show you why you should attend ACCAN's 2015 National Conference, Dollars and Bytes – Communications affordability now and tomorrow.

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The Telecommunications Industry Ombudsman (TIO) is the external dispute resolution body for telecommunications consumers and small businesses who are unable to resolve complaints directly with their telco service providers. The TIO has consulted on changes to its Terms of Reference to allow for evolving technologies, changing consumer need and growth of smart devices.

ACCAN’s submission welcomed the proposed changes to the TIO’s remit and Terms of Reference including:

  • an increase in the amount of compensation available to consumers;

  • extending the jurisdiction for complaints and dispute resolution to include smart devices provided by TIO members;

  • allowing more than one service provider to be dealt with in the same complaint to make resolution easier;

  • compensating consumers for non-financial loss; and

  • aligning the TIO’s definition of small business with that in the Australian Consumer Law.

The Australian Communications Consumer Action Network is pleased to announce the launch of the Digital Ready Digital Business Kit and the DigitalReady.org.au website. Targeted at small businesses and not-for-profit organisations in the Arts, Recreation and Education services sector the kit will enable them to take advantage of the many opportunities offered by fast broadband and information technology. The kit was launched today at the by Peter Strong, Executive Director, Council of Small Business of Australia (COSBOA) at the 2014 ACCAN National Conference.

Digital Ready gives step by step assistance to build the necessary skills to engage effectively with the digital economy. Over six modules, it covers a range of topics including: getting connected to fast broadband, determining an online strategy, using social media, the cloud, online registration, eCommerce and telework.

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Affordability of communications products is an issue that affects all consumers - from young people to families and seniors. At ACCAN's National Conference there will be lively discussions on a range of topics including the extent of the affordability divide, affordability barriers, and an exploration of international initiatives as well as the role of industry, government and consumers in resolving affordability issues.

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