This theme will focus on emerging issues and trends in the use of communications technologies to cause consumer harm. The intent of this theme is to identify emerging issues and support the development of forward-looking policy settings.

Building on research undertaken by ACCAN grant recipients this theme will focus on the development of policy principles and settings that limit the use of communications technologies for consumer harm, including coercive and abusive behaviour.

Summary

Telecommunications are a vital service for victim-survivors of Domestic and Family Violence (DFV), who often need assistance from their provider to retain a safe and affordable service. In contrast, communication services can also be used to facilitate DFV, which can lead to considerable consumer detriment. Current codes and guidelines do not effectively support and protect consumers or promote uniformity in the communications industry.

The Australian Communications Consumer Action Network (ACCAN) recommends the Minister for Communications implement direct regulation via a service provider determination to support consumers affected by DFV.¹ Protections for consumers experiencing or at risk of DFV must be enforceable via direct regulation noting the material risks to personal safety that consumers affected by DFV may face when their access to essential communications services is disrupted or interfered with.  

Read more: Domestic and Family Violence

We strongly encourage prospective applicants to phone or email ACCAN's grants team to discuss your project idea. Remember, applications are assessed independently, so we are able to help you develop your idea and hone it appropriately for the ACCAN Program. We're also available for any other questions you might have about ACCAN Grants.

Phone: 02 9288 4000

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Or via the National Relay Service

The Australian Communications Consumer Action Network (ACCAN) was delighted to host the 2023 Sue Salthouse Memorial Lecture on 5th December 2023.

Read more: Sue Salthouse Memorial Lecture 2023

Period: 1 September – 30 November 2023

Read more: Quarter 2, FY 23-24

A guide for consumers

The telecommunications regulator, the ACMA, has developed a new regulation called the Telecommunications (Financial Hardship) Industry Standard (the FH standard), which builds upon protections in the existing Telecommunications Consumer Protections Code (TCP Code). The FH Standard will commence on March 29, and compliance is mandatory.

Read more: Quick guide to the Financial Hardship Standard

The Board of the Australian Communications Consumer Action Network (ACCAN) today announced the appointment of Ms Carol Bennett as Chief Executive Officer for the organisation with effect from 8 July 2024.

Carol is a highly respected leader with a remarkable track record of delivering positive change for consumers and communities in all her previous CEO roles. She has outstanding expertise in strategic decision-making, communications, advocacy, stakeholder management, financial performance, collaboration building, government relations and corporate governance.

Read more: Carol Bennett appointed as the new CEO of ACCAN

ACCAN recently submitted to the NSW Fair Trading Strategy and Regulatory Priorities Discussion Paper (the Discussion Paper).

ACCAN supports the proposed strategic direction as outlined in the Discussion Paper. ACCAN considers that NSW Fair Trading should take into account the connectivity issues faced by communications consumers living in strata/renting when deciding its future strategy and regulatory priorities.

Read more: NSW Fair Trading Discussion Paper

The following e-commerce policy is offered as an outline to the e-commerce facilities available through this site.

List of services offered by ACCAN

• Organisational membership to ACCAN valued between $0.00 and $275.00 annually (inc. GST).
• Individual membership to ACCAN valued between $0.00 and $33.00 annually (inc. GST).
• Registration for the ACCAN National Conference. This service is not currently offered through accan.org.au. The approximate value will be $120 – $900 (inc. GST).

Note:
These services are currently offered by ACCAN (July 2011-present) but are not intended to limit the services offered in the future. Prices are reviewed by ACCAN executives and Board on an annual basis and are subject to change. 

Refund policy

If ACCAN membership is not approved by the Board, all monies will be refunded to the applying organisation or individual within 14 business days of the Board’s decision being made available to the applicant.

Attendees of the ACCAN National Conference will have the option to cancel their registration.  If registration is cancelled within 14 days of the event no refund will be offered, otherwise a full refund will be given.

Delivery / Returns / Postage

There are no delivery, returns or postage requirements relating to ACCAN’s e-commerce activities.  ACCAN endeavours to make all membership applications a paperless process for applicants. For any items posted by the applicant to ACCAN in relation to membership, the cost of postage is paid by the applicant.

Invoices

Invoices are automatically generated by our system and will be clearly identifiable as being issued by ACCAN. If you require any further information or copies of invoices please contact ACCAN via our Contact page.

Credit card details

All credit card payments made to ACCAN will be kept confidential by our e-commerce providers (Bendigo Bank and E-Way) in accordance to industry standards and regulations. If a credit card payment is made via mail or telephone, details will be kept confidential and held securely by ACCAN. ACCAN will endeavour to make any purchase appearing on your credit card statement identifiable as being made to ACCAN.

Prices

All prices quoted by ACCAN will be in Australian dollars and include GST. 

Contact details

ACCAN can be contacted on all e-commerce matters using the details available on our Contact page.

Australian small businesses provide employment for around 4.8 million people. As most small businesses rely on telecommunications services to be able to do business, it is essential these services be available, reliable and affordable. When a small business cannot access a broadband connection or make phone calls, business proceses can become difficult. When a small business operator waits in a call centre queue or is transferred between different customer service representatives trying to have a fault resolved, they are not only losing time, but money. This impact on productivity and turnover affects not only the small business owner, but its employees and customers.

ACCAN has produced guides that will provide small business consumers with the tools to assist them to:

• Understand their rights as a phone and internet consumer
  
  
• Be aware of the important features of telecommunications services and products to help them to choose products that best suit their business needs.
  
  
• Understand available complaint mechanisms
  
  
• Learn ways to get the most out of communications services they rely on

Research Reports:

• Informing Small Business: Examining fixed phone and broadband products
• Small Business Telecommunications Service Use and Experience

Welcome to the ACCAN employment page.

The Australian Communications Consumer Action Network, ACCAN, a not-for-profit organisation, maintains an accessible work environment and encourages applications from Aboriginal and Torres Strait Islander peoples, persons with disabilities and people from culturally, linguistically and religiously diverse backgrounds.

ACCAN is Australia’s peak body representing the interests of all consumers in communications issues. ACCAN is an important and independent consumer voice promoting the accessibility, quality of service, affordability and availability of communications services for all Australian consumers with particular concern for vulnerable consumers whose needs are underrepresented.

• High profile consumer body
• Communications industry
• Diverse, interesting role working in vibrant NGO
• Supportive work environment
• Sydney CBD location with easy access to public transport

The Australian Communications Consumer Action network (ACCAN) is pleased to announce the 2015 Apps For All Challenge, sponsored by Telstra.

About

Every minute 47,000 apps are downloaded worldwide, but millions of Australians may be missing out on the digital revolution if apps are not accessible.

The Apps For All Challenge is back in 2015 to award the outstanding apps which are accessible to all Australians.

An accessible app is designed with the largest number of people in mind – including people with disability and older Australians. Accessibility is not only crucial for the almost 1 in 5 Australians living with some form of disability, but it also means developers can target millions more customers who were previously locked out of the app market.

In honouring Australia's most accessible apps, the Apps For All Challenge will raise awareness and encourage Australian developers to be world leaders in accessible mobile technology. The winning apps will be announced at the ACCAN National Conference in September 2015.

Winners in each category will receive a cash prize from Telstra  and promotion through Telstra social media.

The categories

Nominations will be accepted in the following categories:

1. Most accessible mainstream app
2. Most innovative app designed for people with disability or older Australians
3. Most accessible children's app
4. Most accessible game app

What exactly makes an app accessible?

Accessibility means that an app can be used by the most people possible without the need for modification. Many people have, or develop with age, impairments related to vision, hearing, cognition or mobility. Apps which address these needs in their design and operation are more accessible than apps which do not have any consideration for users' differing abilities.

For example, if an app uses video, the video should have captions for people who are Deaf or hearing impaired. For users who are blind or vision impaired, control buttons should include an "alt tag" to alert users of the button's purpose.

Apps incorporating the following features will be reviewed more favourably:

• Ease of use – including ease of download and installation
• Market gap – apps which fill a market gap for one or more user groups
• Value for money – apps which provide good value for money and do not require people with disability to pay more for the same functionality
• Universal design – the app is accessible across all user groups
• Availability – available across multiple operating systems

Accessibility guidelines for developers

• World Wide Web Consortium's mobile accessibility guidelines: http://www.w3.org/WAI/mobile/
• Apple accessibility guidelines: https://developer.apple.com/accessibility/
• Android accessibility guidelines: http://developer.android.com/guide/topics/ui/accessibility/index.html

Things to remember

• Only Australian developed apps are eligible
• An app can only be nominated for one category
• Nominated apps must be designed for one or more of the following mobile operating systems; iOS, Android, Windows
• Existing apps can be nominated
• The nominated apps will be evaluated by an independent panel of Australian accessibility experts. The panel will shortlist the best three apps in each category, with the winning apps announced at the ACCAN National Conference in September 2015
• Nominated apps should conform to ACCAN's values and vision

How to nominate an App

Anyone can nominate an app. Nominations can be sent to This email address is being protected from spambots. You need JavaScript enabled to view it. or call ACCAN on 02 9288 4000 / TTY 02 9281 5322.

Nominations close on 15 June 2015. If you have any questions please email us on This email address is being protected from spambots. You need JavaScript enabled to view it..

Download: Apps For All Challenge 2015.doc87.5 KB

Download: Apps For All Challenge 2015.pdf226.68 KB

Download: Credit Reporting72.5 KB

Download: Credit Reporting817.83 KB

What is credit reporting?

Credit reporting is used by organisations to help decide whether or not they are willing to lend money to a particular person. Credit providers and credit reporting agencies are the main organisations involved in credit reporting. Credit providers are businesses such as banks, car loan  companies and telecommunications service providers that lend money or provide credit to their customers.

Credit providers send information about your debts to private companies called credit reporting agencies (CRAs). There are three main CRAs in Australia:

• Veda: www.veda.com.au
• Dun and Bradstreet: dnb.com.au
  
• Experian: www.experian.com.au

Read more: Credit reporting

ACCAN is committed to best serving telecommunications consumers by administering a high quality Grants Program that is responsive to consumer needs. We have a two-stage application process, with only  Streams depending on the type of work you are planning to do. 

• Choose your Stream
• Stage 1: Expression of Interest
• Stage 2: Full Application

Read more: How to apply

Our Top tips for Phones and Internet consumer information pack consists of six brochures telecommunications consumer issues including:

• How to use less data on your smartphone
  
  
• Tips for picking a good value NBN internet plan
  
  
• What affects the quality of my broadband?
  
  
• 5 things you need to know about NBN
  
  
• How to make a complaint that gets heard
  
  
• Telecommunications compensation - What are your rights?
  
  

These brochures cover issues that are regularly experienced by many consumers. The brochures are full of useful tips and advice; the pack is designed to be a go to guide to help consumers navigate the often confusing telecommunications market.

Read more: Top tips for Phones and Internet

The quarterly ACCAN members magazine casts a spotlight on our most recent work, discusses current trends and contains exclusive interviews with a broad range of players in the telecommunications sector. If you'd like to start receiving your own hard copy of the ACCAN magazine, simply sign up to become an ACCAN member today.

Our collection ACCAN magazines are available for download.

1. Introduction

 ACCAN was formed as a peak body for consumers and consumer organisations on communications issues, including telecommunications and the internet. ACCAN has a central role in advocacy, research, training, consultation, the provision of policy advice and consumer education. One specific function of ACCAN is to administer the distribution of funding previously allocated by the Department of Broadband, Communications and the Digital Economy (section 593 grants).

Individuals and organisations joining ACCAN retain their identity and are able to advocate on their own or their members’ behalf. ACCAN is an important forum in which consumer concerns and views can be debated and shared and, as much as possible, resolved.

The overarching objective guiding ACCAN is to ensure that communications are available, accessible and affordable for all Australians.

The ACCAN constitution was created in 2008 and was last amended in 2023.

Read more: Constitution

The purpose of the Members Advisory Forum (MAF) is to discuss the most important issues from the perspective of ACCAN's members and the people they represent, with a view to incorporating these into ACCAN's work priorities.

Read more: Members Advisory Forum

The Centrelink Telephone Allowance needs urgent review.

Read more

What is Presto?

Presto is a subscription video on demand service provider that allows consumers to watch video entertainment online. Subscription options consist of just TV shows, just movies or both TV shows and movies. Key information about this provider includes:

• Presto is operated as a joint venture between Foxtel and Seven West Media.
  
  
• Presto features some streaming content from Foxtel as well as content from other sources.
  
  
• Subscriptions are monthly and can be cancelled at any time.
  
  
• Movie-only and TV show-only subscriptions are available for a cheaper price than a subscription to both movies and TV shows.
  
  

How can I join and play videos using Presto?

To join Presto, you will need a credit or debit card.

1. Go to the Presto website
   
   
2. Select the ‘Start the one month free trial now’ button
   
   
3. Follow the on-screen prompts
   
   

Note: If you do not want to be charged for using Presto, you will need to cancel before the end of your one-month free trial.

To watch Presto, you will need a device that is:

• Connected to the internet
  
  
• Capable of running a web browser or a Presto app
  
  

Devices can include:

• Smart TV
  
  
• Game console
  
  
• Smartphone or tablet
  
  
• Desktop or laptop computer
  
  

Specific information can be found on the Presto Devices page

What accessibility features are common to playing videos online?

There are two main features that support the playback of online videos in an accessible way:

• Captions: this is the text version of speech and other sound that can be provided on videos. Captions can be either open (which means the captions are always on) or closed (which allows the consumer to turn the captions on or off).
  
  
• Audio description: this is when spoken narration is used to describe visual content. Narration is usually included between bits of dialogue and can be used to describe visual elements such as scenes, settings, actions and costumes.
  
  

In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available.

How accessible is Presto?

According to research conducted by Curtin University, Perth:

• Closed captions are currently not available on Presto.
  
  
• Audio described content is currently not available on Presto.
  
  
• The website and apps on devices such as tablets are not entirely WCAG 2.0 compliant, meaning that some users are likely to experience difficulties in finding and playing video content with their assistive technologies.

What tips and tricks can I use to overcome the accessibility barriers on Presto?

Here are some tips and tricks provided by consumers that have used Presto to maximise your accessibility:

• Try a different device: consumers have indicated that some platforms may be easier to use with assistive technologies than others. For example, if you are having difficulty with the website, the app on an Android-based tablet or an iOS device such as an iPad may work better with the device’s built-in accessibility features
  
  
• Participate in Presto discussion forums to request closed captions: there are some discussions taking place by consumers requesting closed captions.

Are there more accessible video on demand services available?

There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Netflix Australia, Stan, Quickflix and Foxtel Play.

The video I want to play is not accessible. What can I do?

If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below.

Where can I get additional help and information?

For additional help regarding Presto, you can go to the Presto Frequently Asked Questions (FAQ) and contact information page.
The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.

Consumers who are unable to get a broadband service often face a confusing and frustrating time.

ACCAN's Get Connected resource aims to help consumers understand the issues around why they are unable to get a broadband service and tips on how to get a service.

The mapping tool helps to understand the reasons that prevent a neighbourhood from getting an ADSL (Asymmetric Digital Subscriber Line) broadband service. For example, if there are few ports available at the local exchange, if the neighbourhood is too far from an exchange or if the exchange is not ADSL enabled. It also provides consumers with a timeline of how long the neighbourhood may have issues.

The six helpful steps suggest actions that consumers can take to get a broadband service.

We the undersigned join together as a Coalition to highlight our collective concern about the lack of equitable access to reliable and quality telecommunications services in regional, rural and remote Australia. We represent the businesses, communities and families of rural and regional Australia.

Our members include some of the most innovative businesses and individuals in Australia. Yet we remain locked out of future economic growth and prosperity through the digital divide – undermining Australia’s productivity.

We firmly believe that access to better communications services across regional Australia will lead to better outcomes for the entire nation.

Read more: Regional, Rural and Remote Communications Coalition

Contacting a financial counsellor

Call a financial counsellor for free on 1800 007 007

For more helpful information visit the website for Financial Counselling Australia’s National Debt Helpline.

How talking to a financial counsellor can help you

If you're having difficulty paying your bills, you can call a financial counsellor. Their services are free and confidential.

They can help you figure out:

• how to organise your money
• how to pay your bills
• how to get the support you need.

Even if you feel you are coping, a fresh set of eyes may help you sort things out more quickly, or identify other forms of assistance you weren't aware of.

A financial counsellor can talk to your service provider for you

Often, phone, mobile and internet providers do not give out financial hardship contact details directly to customers.

However, many financial counsellors know the systems well and who to talk to. If a financial counsellor calls your provider on your behalf you are more likely to get the help you need.

Financial counsellors may also know other services you can use as well as other forms of assistance you could be eligible for.

Centrelink Telephone Allowance

If you have a Pensioner Concession Card or Commonwealth Seniors Health Card, you might be eligible for the Government’s Telephone Allowance, as included in the Pensioner Supplement or Seniors Supplement.

You can read more information about whether you can get the Centrelink Telephone Allowance by clicking here.

Telstra Pensioner Discount

The Telstra Pensioner Discount provides eligible pensioner customers with a monthly call discount on their Telstra home phone service.

If you are eligible for the discount, you can also get free access to Call Control, a waiver on late payment fees, and fee-free payment options.

You can register by calling Telstra on 13 2200.

Telstra Disability Equipment Program

This program provides Telstra customers with products that make calling easier for people with disability. These products include phones with larger buttons, visual alerts, cochlear implant adaptors, and teletypewriters (TTY). If you are eligible you can rent the equipment for the same price as a normal phone handset.

For more information:

• Visit Telstra’s disability services page.
• Call the Telstra Disability Enquiry Hotline (Mon – Fri 8am – 5pm EST) on
  • 1800 068 424 (voice)
  • 1800 808 981 (TTY).