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2024 round now closed.

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ACCAN’s NBN Consumer Guide is no longer current and is being reviewed to accurately reflect NBN rollout policy changes. We hope to have an updated guide available once the rollout policy changes are finalised.

Read more: The NBN is changing

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The telco industry peak body, Communications Alliance, is reviewing the Integrated Public Number Database (IPND) Code. The IPND is a secure database that stores all listed and unlisted public numbers assigned to communications services. These include numbers assigned to a telephone, fax machine, or connected device like a tablet or car that can make and receive calls via Bluetooth. The IPND includes information about the service, including the name of the customer, the telco that provides the number, and the where the ‘service address’ is (that is, the street address where the customer lives or where telephone service is located).

The IPND Code sets out rules for telcos that supply information to the IPND, and for anyone that uses information from the IPND. In a 2018 review of the IPND, the ACMA found that a large portion of information was inaccurate. The IPND Code is being updated to make sure that telcos frequently compare their customer information with information in the IPND, and correct any discrepancies that are discovered.

Australians with disability are harnessing gadgets, apps and websites to improve their lives but many are potentially missing out on the digital revolution because some app developers and manufacturers are failing to accommodate the needs of people with disability and older consumers.

Australians need fast reliable broadband as soon as possible so we don't fall behind other economies around the world. The Coalition's election pledge on broadband was to use a mix of technologies to speed up the rollout of the NBN and provide all Australians with download speeds of at least 25mbps by the end of 2016. The minimum speed accessible to all was promised to rise to 50mbps by the end of 2019 for 90% of those living in the fixed-line footprint (FTTP, FTTN and HFC).

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The ACMA is reviewing rules about international mobile roaming (IMR) for Australian telcos. They have proposed that International Mobile Roaming rules should be applied via a service provider determination, rather than an industry standard. This makes the rules administratively simpler to change and increases the maximum penalty for non-compliance. The ACMA has proposed a few other updates to mobile roaming regulation with the intention of making the rules more flexible for customers and telcos.

ACCAN supports of some, but not all, of the proposed changes. We agree with the tightening of existing International Mobile Roaming rules. However, we are concerned that some flexibility measures are too discretionary, and fail to provide appropriate consumer protections.

New research shows low-income earners are deprived of vital communications services such as basic internet access. ACCAN says the survey findings show that new ideas are needed on improving Australian households’ access to communications services.

Lime Telecom, a pre-paid calling card operator, has been directed to comply with the industry's code having ignored a prior warning from the regulator. The ACMA has found the service provider consistently failed to provide consumers with basic information on prices, expiry dates and fees.

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ACCAN made a submission to the House of Representatives inquiry into 5G in Australia. ACCAN highlighted the need for whole of community engagement in the roll-out of 5G across Australia, emphasising the role that the telecommunications industry and government agencies need to undertake to ensure that consumer information is easily accessible, reliable and evidence based.

The Australian Communications Consumer Action Network (ACCAN) has serious concerns with the competency and transparency under which section 313 of the Telecommunications Act has been used by government agencies to block websites.

ACCAN has recently upgraded its website. If you're having trouble viewing any pages, please press [ctrl] + [F5].

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ACCAN participated on the review of the industry code, C625 Information on Accessible Features for Telephone Equipment Code. The Code requires handset manufacturers to provide information about the accessibility features on their handsets to telcos. It also requires that handset manufacturers make this same information freely available to consumers. The updated Code also includes ACCAN’s Accessible Telecoms service as an alternative way for consumers to get information about accessibility features for handsets.

Australian blindness and consumer organisations have today launched a national campaign to promote the importance of audio description currently being trialled on ABC TV, and appeal to Communications Minister Senator Stephen Conroy and ABC Managing Director Mark Scott to make the service permanent.

ACCAN's first national survey last year produced such a fascinating portrait of consumer experiences, perceptions and concerns that we commissioned a follow-up this year with many of the same questions.

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ACCAN recently submitted to the Australian Treasury’s consultation about the implementation of the recommendations of the ACCC’s Digital Platforms Inquiry Final Report. The Final Report provided recommendations to:

Promote competition among the services offered by digital platforms;
Enhance privacy protections for consumers;
Provide for a dedicated external dispute resolution body for consumers seeking to make a complaint about digital platforms; and
Prohibit certain unfair trading practices and terms currently faced by consumers.

ACCAN strongly supports the contents of the final report and our submission outlines how we believe that the recommendations can be progressed over the coming months.

The Australian Communications and Media Authority has taken action against two pre-paid calling card providers for failing to provide key information to consumers about their products.

In early October, ACCAN attended the 15th annual Remote Indigenous Media Festival held in Ntaria, NT. The festival brought together some of the country's most remote media organisations with funding bodies and policy makers for 7 days of technology workshops and policy discussion.

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