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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.

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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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 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.

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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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:

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.

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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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 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.

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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The Federal Government is reviewing consumer safeguards in telecommunications. The third and final part of their review, Part C: Choice and Fairness, looks at consumer protections. Consumer protections rules govern the lifecycle of a customer’s relationship with their telco. The rules outline how a provider must treat their customers, what sort of information it needs to provide, and what it needs to do when things go wrong.

Consumer Safeguards Review Part C examines:

  • The issues that should be covered in consumer protections rules,

  • The way that the rules should be made,

  • The way that the rules should be enforced,

  • What should happen to old rules that have existed for a long time, and

  • What should be done about the affordability of telecommunications services.

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.

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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Standards Australia is an independent non-government organisation responsible for the development of Australian Standards. Standards Australia is reviewing its corporate governance and membership system to assess whether it is fit for purpose.

Our submission acknowledges Standards Australia’s existing commitment to consumer representation in standards development. ACCAN encourages Standards Australia to make changes to its corporate governance structure and membership system to expand the role of consumer organisations, and increase their participation in Standards Australia’s governance.

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.

The telco regulator, the Australian Communications and Media Authority (ACMA), is updating two parts of the NBN Consumer Experience Rules: the Service Migration Determination, and the Service Continuity Standard. These rules set out how providers should move customers from their old service over to the NBN, including making sure not to turn off the old service before the new one is working, and developing a plan if the new service isn’t working after 20 days. The proposed changes to these rules seek to clarify key terms and obligations.

ACCAN supports most of the proposed changes. However, ACCAN doesn’t support changes about information a provider needs to tell a customer about the cause of and solution for a problem with their new NBN service. ACCAN has previously commented on the NBN Consumer Experience Rules, and you can read more about this here.

The shortlist for the inaugural Australian Communications Consumer Action Network (ACCAN) and Australian Human Rights Commission (AHRC) Apps For All Challenge 2014 Telstra Prize has today been announced. The awards will be handed out at a ceremony during the ACCAN National Conference on Tuesday 16 September, from 5:00pm.

Launched earlier this year, this is Australia's first and only competition for accessible mobile apps which aims to raise awareness of issues faced by people with disability and older Australians with inaccessible apps.

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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ACCAN recently made a submission to Communications Alliance in response to a call for public comments about the Emergency Call Service Requirements Industry Code DR C536 2020 (the Code). The Code places obligations on Carriers, Carriage Service Providers (CSPs) and Emergency Call Persons (ECPs). Carriers, CSPs and ECPs are required to ensure customers have access to the emergency call service, and also have access to information about the emergency call service.

People experiencing homelessness in Sydney and Melbourne have a higher rate of mobile phone ownership than Australians generally, new University of Sydney research shows.

While 92 per cent of Australians own a mobile phone, an even higher proportion – 95 per cent – of the adults, youth and families surveyed own a mobile. More than three quarters (77 per cent) of these have a smartphone, compared to around two thirds (64 per cent) of the general population. The survey found wide variation in the models and ages of the phones owned by the respondents. Almost half (41 per cent) reported that their phone was a gift, second-hand, stolen or borrowed.

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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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The Department of Infrastructure, Transport, Regional Development and Communications have proposed standards, rules and benchmarks for Statutory Infrastructure Providers (SIPs). SIPs are telecommunications carriers that provide wholesale broadband services, such as NBN Co. The rules proposed are in relation to timeframes for connections, repairs and appointment keeping, rebates, speeds, remediation and record keeping.

According to industry newsletter Communications Day, the government is now expecting to receive the much anticipated Vertigan Review (formally known as the NBN cost-benefit analysis and review of regulatory arrangements) early in July and plans to make a public release of the report before the end of the month.

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