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How consumers are migrated from Telstra to NBN Co is set out in procedures in a Migration Plan. These were initially put in place in 2011 when the Government's NBN plan was to rollout fibre to the premises (FTTP). Since then the National Broadband Network (NBN) model has changed to be delivered using a Multi Technology Mix (MTM), using technologies such as fibre to the node (FTTN), fibre to the basement (FTTB) and HFC. The new range of technologies requires a revised Migration Plan. The Department of Communications ran a consultation over the Christmas/New Year period on principles to be used in the new Migration Plan, and ACCAN has submitted identifying some consumer issues to be taken into account.
ACCAN submitted to the draft report of the Harper review to provide feedback on recommendations to reform competition law and policy in relation to intellectual property (IP), institutions and governance.
Against the background of the Federal Government's deregulation agenda, the telecommunications industry peak body, Communications Alliance, consulted on amendments to the Telecommunications Consumer Protections (TCP) Code 2012. This version of the Code had just finished being rolled out in September 2014. Since the Code was introduced two years ago Telecommunications Industry Ombudsman complaints have fallen by 28 per cent to the lowest point in six years. Our submission outlines why we don't think it is the right time to be taking away the very consumer protections that have led to reduced complaints.
ACCAN believes access to communications is fundamental to the economic and social wellbeing of consumers. The ACCC sets access prices for fixed line infrastructure that is used to provide phone and internet services to consumers. This submission to the ACCC provides feedback on consumer concerns about the pricing structure.
ACCAN has made a submission to the ACCC's Domestic Mobile Terminating Access Service (MTAS) Final Access Determination. ACCAN endorsed the ACCC's preliminary finding that mobile voice and SMS termination services should be declared for five years and are now providing feedback on the pricing model.
In mid-2014 ACCAN commissioned disability mystery shopping research to identify the amount of information and the ease of accessing information about telecommunications products and services from the major telcos: Telstra, Optus, Vodafone, iiNet and TPG. Disappointingly, as anecdotal reports had foreshadowed, the results we received were not good.
ACCAN's submission to the Department of Communications Review of the Triple Zero Operator acknowledged that the standard voice-only national service is widely recognised, reliable and easy to use for the majority of Australians and that the current model should remain as the primary national model for requesting emergency services (fire, ambulance, police).
Read more: 2014 Review of the National Triple Zero (000) Operator
Mobile Premium Services (MPS) are information and entertainment services that deliver various forms of content to your mobile phone. The MPS Code aims to safeguard consumers from an industry which has a history of poor practice. Since the Code was introduced complaints related to MPS have fallen, as a result industry is proposing that amendments be made to the Code.
The International Mobile Roaming Standard requires mobile service providers to warn consumers about usage costs and limits when they use their mobile phones overseas. Since the introduction of the Standard consumer complaints have dramatically reduced. However, industry has proposed to remove the Standard.
This submission to the Parliamentary Standing Committee on Infrastructure and Communications considers the effectiveness of section 313(3) of the Telecommunications Act 1997. This section allows government agencies to request communications providers do things like block websites because they might be breaking the law.
Read more: Inquiry into the use of section 313(3) of the Telecommunications Act
In ACCAN's submission to the Government's consultation about online copyright infringement, we argue that consumers should not pay the cost if the government forces ISPs to spend more on trying to stop illegal downloading activities. We also say that if any industry notice scheme is introduced, consumer rights need to be respected and there should never be account terminations.
Privacy in Australia is back on the agenda again with the Australian Law Reform Commission's (ALRC) recent inquiry into Serious Invasions of Privacy in the Digital Era. ACCAN's submission to the inquiry focuses on when consumers have a 'reasonable expectation of privacy'. We support the proposed introduction of a new Australian Privacy Principle (APP) which would give consumers the ability to request the destruction or de-identification of their personal information.
Structural changes to the communications market were one of a package of reforms in the 1993 Hilmer Review, which substantially improved competition in the Australian market. This led to a proliferation of consumer choice from the government owned monopoly, Telecom, to the diverse array of competitors Australian consumers have access to today.
ACCAN has responded to the ACMA's consultation on proposals for deregulatory reform in telecommunications reporting requirements.
ACCAN has responded to the Government's consultation on proposals for longer term deregulatory reform in telecommunications. Our submission flagged that the important areas of privacy and the customer service guarantee (which puts timeframes around new connections and fault repairs) need more in depth consideration and consultation, while supporting reforms for arrangements around pre-selection, Part 9A of the Telecommunications (Consumer Protection and Service Standards) Act, retail price controls and the local presence plan. We are also generally supportive of changes to Telstra's priority assistance arrangements, although with some qualification.
ACCAN has made a submission to the independent Expert Panel conducting a cost-benefit analysis and review of NBN regulation.
In December 2013, ACCAN made a submission to the federal government regarding the Minister for Communication's call for possible telco regulatory reform. ACCAN has made an additional submission regarding consumer information requirements in the telco sector.
ACCAN has made a submission to the Department of Communications' discussion paper on extending mobile phone coverage and competition in regional Australia. ACCAN has welcomed the government's $100m investment in the program, while cautioning that there is a need for ongoing long-term investment in remote coverage to overcome market failures in this area.
ACCAN believes the Do Not Call Register has been an important tool in protecting consumers from receiving unsolicited telemarketing calls and faxes. However, with approximately 9 million registered numbers and on average approximately 1 million new numbers registered every year, we believe it is time to redesign the Register and align it with the Spam Act 2003.
ACCAN has made a submission to the ACCC's Domestic Mobile Terminating Access Service (MTAS) Declaration Inquiry. ACCAN endorses the ACCC's preliminary finding that mobile voice and SMS termination services should be declared for five years.
This submission to the ACMA is about the type of regulation that should be introduced to ensure all consumers are able to make a fully informed choice on whether or not to take a backup battery when they are switched over to a fibre-based telephone service. This will happen to the vast majority of premises in Australia over the next seven years.
In November 2013, the Minister for Communications called for identification of areas for possible regulatory reform as part of the Federal Government’s policy to streamline the impact of regulation on business, government and the community.
Read more: Deregulation: Initiatives in the Communications Sector
ACCAN has made a submission to the Australian Law Reform Commission inquiry into the protection of privacy in the digital era. The inquiry examined how a proposed introduction of a statutory cause of action for serious invasions of privacy might be designed.
ACCAN has made a submission to the Telecommunications Industry Ombudsman (TIO) 'Publishing Comparative Complaints Data' Inquiry. The inquiry asked whether the TIO should contextualise the complaints it receives by the number of 'services in operation' for each telecommunications provider.