Towards the end of 2019, ACCAN started thinking about what a fully accessible communications sector would look like. We wanted to develop a roadmap of shared goals to illustrate what is needed to ensure all people with disability in Australia have full and equal access to communications technologies and services.

In developing the roadmap, ACCAN sought feedback from a range of organisations supporting people with disability. We asked three key questions:

1. What communications issues do people with disability currently experience?
2. What communications issues might people with disability experience in the future?
3. What approaches could help address these existing and anticipated communications issues?

Read more: Ideal Accessible Communications Roadmap

Nigel Waters has been both an individual member of ACCAN and an organisational representative for the Australian Privacy Foundation. Nigel was elected to the ACCAN Board in 2012 and continued as a Director until 2017. He was also a Board member of the Australian Privacy Foundation for many years and represented Privacy International at meetings of the APEC Privacy Subgroup and other international fora. Using the expertise he gained as deputy Australian Federal Privacy Commissioner from 1989-1997, and before that Assistant UK Data Protection Registrar, Nigel has continued to advise and support communications consumer advocacy in Australia for many years. He has represented consumers on numerous Industry Code Working Committees and supported the development of countless ACCAN policy positions and submissions on all kinds of emerging privacy issues. He has mentored consumer representatives and ACCAN policy staff. Nigel has also assisted ACCAN interns with research projects covering topics from digital footprints and surveillance to use of biometric data. Nigel has a long-term commitment to improving the privacy protection for all consumers.

Charles Sturt University

Telecommunications accounts cannot be held jointly by multiple parties. "Family Plans" are commonly promoted as an economic option for multiple users. These plans have multiple devices (with multiple users) contracted to one person as the 'Customer'. This project investigates the surveillance risks (including call, message and location monitoring) that Family Plans present during ongoing relationships, in particular those at risk of domestic violence.

Read more: An assessment of the surveillance risks Family Plans present for users vulnerable to domestic and...

The summary below outlines ACCAN's activities from 1 December 2021 – 28 February 2022

Read more: Quarter 1, FY21-22

Laptop computers - New South Wales

As the end of the financial year approaches, we can expect that prices for many goods and services will rise.  Telecommunications services will not be immune from this and we’re already seeing new pricing structures start to enter the market.

Every provider will most likely have a different process, making it hard to compare like for like.  For example, some are promising an increased data limit by way of compensation for the increased monthly charge, but this may not always provide any benefit.  

For many consumers, the promise of extra data is of little importance, as most Australians only use 11.8 GB of data each month. (ACCC December 2021).  Therefore, rather than simply accept the price rise, this is a perfect time to review your telecommunications needs and look for a plan that best suits.

Read more: Telco price increases in time for the new financial year

The Australian Consumer Action Network (ACCAN) welcomes the Australian Communications and Media Authority’s (ACMA) position paper for the telecommunications sector, What consumers want – Consumer expectations for telecommunications safeguards, released today.

The ACMA’s position paper reflects ACCAN’s view that telecommunications safeguards arising from the TCP Code are not delivering for consumers in many essential areas.

‘The ACMA’s position paper is reflective of a growing consensus that existing consumer protection arrangements are not fit-for-purpose.’ said ACCAN CEO Andrew Williams.

Read more: ACCAN welcomes ACMA position paper on telecommunications safeguards

Read more: Angelene Falk

Delegate resources from Telstra

ACCAN is committed to advancing accessibility for all consumers. This theme will focus on progressing the Ideal Accessible Communications Roadmap in partnership with our members and the broader disability sector to deliver a fully accessible communications sector.

ACCAN recently responded to the Department of Home Affairs’ 2023-2030 Australian Cyber Security Strategy: Legislative Reforms Consultation Paper (the Consultation Paper).

ACCAN supports the legislative reforms introduced by the Consultation Paper to address the gaps in the current regulatory framework. These reforms include:

Read more: 2023-2030 Australian Cyber Security Strategy: Legislative Reforms Consultation Paper

Download: Travelling overseas with a mobile phone50.95 KB

Download: Travelling overseas with a mobile phone346.11 KB

If you are travelling overseas and would like to use your mobile phone you have a number of options to consider.

Read more: Travelling overseas with a mobile phone

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Download: Hidden costs in free apps  334.2 KB 

While some games or apps cost nothing to download on our smartphones or tablets, they often contain extra elements you can purchase within the game, known as “in-app purchases.” It is easy to make in-app purchases with many parents reporting that their children are buying things within games, not realising that they cost their parents real money through their iTunes, Google Play or Amazon account.

Read more: Hidden costs in free apps

ACCAN's engagement with rural, regional and remote consumers has continually highlighted the importance of improving mobile communications outside of urban centres. Better mobile coverage will yield a range of benefits to regional and remote Australia including improved business opportunities, better access to essential services and enhanced safety and well-being.

Read more: ACCAN ‘Connecting the Country' Forum 2014

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Download: How to avoid directory assistance call charges443.87 KB

Did you know that calls to Directory Assistance 1223 and other directory phone numbers may not be free of charge from your mobile or landline phone? Sometimes these calls are charged outside of your included plan value, so you may receive extra charges on your bill from calling these numbers.

Whenever possible, you should avoid calling directory assistance numbers and instead use one of the alternatives listed below.

Read more: How to avoid directory assistance call charges

As a customer you will deal mainly with your retailer service provider.

Below is a list of steps that you might take, who to contact, and what might happen.

 How to effectively complain and ensure your rights

1. Outline your problem and the outcome that you want to your retail service provider. Ask for a response in a reasonable timeframe (e.g. two weeks). Make a note of all your dealings with your retail service provider for future reference.
   
   
2. If your issue is not resolved contact the Telecommunications Industry Ombudsman
   
   

Where do I get more information?

Contact details:

• ACCC on: 1300 302 502
  
  
• Activ8me: 13 22 88
  
  
• ANT Communications: 1300 268 266
  
  
• BorderNet: 1300 730 302
  
  
• Clear Networks: 1300 855 215
  
  
• Harbour ISP: 1300 366 169
  
  
• IPSTAR: 1800 477827
  
  
• nbn: 1800 687 626
  
  
• Reach Net: 1800 687 626
  
  
• Sky Mesh: 1300 759 637
  
  

• TIO: 1800 062 058
  
  

Further consumer tips can be found on our website.

Julian Thomas  (Chairperson)

Julian Thomas is Director of the ARC Centre of Excellence for Automated Decision-Making and Society, and a Distinguished Professor in the School of Media and Communication at RMIT University. He has written widely about digital inclusion, automation and other topics relating to the social aspects of communications and computing technologies. His publications include the Sage Handbook to the Digital Media Economy (Sage 2022), Wi-Fi (Polity 2021), Measuring the Digital Divide: the Australian Digital Inclusion Index (Telstra, 2016-2021), Internet on the Outstation: The Digital Divide and Remote Aboriginal Communities (INC, 2016), and The Informal Media Economy (Polity, 2015).

Keith Besgrove

Keith has extensive communications policy/regulatory qualifications after fifteen years as a senior manager in the Department of Communications (2000-2014). During that time, he was pivotal to ACCAN's establishment; to securing its initial funding; and in shepherding ACCAN through subsequent government, four-year reviews.

Keith has a very wide range of experience of issues relevant to ACCAN. Aside from his work on consumer and disability issues, he developed Australia's first cyber security strategies; over sighted the creation of auDA; crafted legislation to combat spam and internet gambling; established the Do Not Call Register; helped adopt broadband in healthcare and education; managed spectrum sales; and reviewed the TIO. He was responsible for regional and indigenous communications issues for seven years including the second Regional Telecommunications Independent Review Committee, and managed installation of satellite phones and wi-fi points of presence in remote indigenous communities.

Since leaving the Department in 2014, he has worked with many not-for-profit groups, including Financial Counseling Australia and spent 3 years as an advocate at Energy Consumers Australia. He is a Chair of the Funding Committee for Dragon Claw -- a web-based service for rheumatoid arthritis sufferers; a member of the board of an arts company, the CAD Factory; and a governing member of auDA. He is a vice-Chair of Internet Australia, and a member of the ACS’ Profession Advisory Board.

Bobbie Blackson

Bobbie is a longstanding member of the Australian Deaf community and has been involved in various paid and non-paid capacities across disability/not-for-profit/government/tertiary sectors spanning 40 years. This has included being the Chair of Deaf Australia, the Chair of Deaf Connect, a member of the Australian Disability Advisory Council as well as a number of state and local organisations. She is a life member and Emeritus Chair of Deaf Connect.

She was a co-founder of Deaflink which saw Australia’s first consumer-driven relay service eventually servicing all of Queensland. Deaflink merged with Deafness Resources Australia to form Australian Communication Exchange which provided the first National Relay Service.

Bobbie has witnessed and supported deaf and hard of hearing people face the challenges of dealing with various traditional and interactive media platforms. Communication technology is potentially an enabler, but also poses many new barriers.

Bobbie lives in rural SE Queensland and has experienced the challenges of adequate reliable communications services. Initially trained as a social worker, she has also gone on to be a Justice of the Peace (Qual), a civil marriage celebrant and is a member and Graduate of the Australian Institute of Company Directors.

Bobbie has lived experience of challenges of navigating life as a deaf person in a hearing focussed, and now voice-activated world.

Chris Dodds

Chris has been involved in the Community Service Industry for over 40 years in both a paid and volunteer capacity. This has included work as a childcare worker in a Women's Refuge, Coordinator at a Neighbourhood Centre and teaching at both TAFE and University. He served on the Board of NCOSS for 14 years including four year (2002-6) as President. He also served on the Board of ACOSS for eight years including five years on the Executive.

Chris represents ACOSS on and is also Chairperson of Telstra's Low Income Measures Assessment Committee (LIMAC) which oversees $200 million of assistance provided by Telstra to low income customers each year.

David Havyatt

David had a 35-year career in telecommunications that was structured in the reverse to many others. Post University he started as a clerk in old fashioned customer account teams, worked his way up to General Manager roles in Sales and Strategy, then morphed into a regulatory specialist before ending up in a Minister's office. Post his telco career he spent five years as Senior Economist at Energy Consumers Australia and after retiring spent the last three still focussed on energy consumer issues.

He brings to ACCAN extensive governance and regulatory experience. His regulatory experience has been primarily in industry, though he was particularly focussed on roles improving consumer experience. He served on the Boards of CommsAlliance, AMTA and the TIO as well as being Chair of the Board of Endeavour Credit Union and the Glen Street Theatre.

David prides himself on being a creative thinker who looks for the less obvious answers to “wicked” problems.

Dr Scott Hollier 

Dr Scott Hollier specialises in the field of digital accessibility and is the CEO and co-founder of the Centre For Accessibility Australia, a not-for-profit organisation dedicated to alleviating hardship caused by digital access issues. With a Ph.D. in Internet Studies and senior management experience across the not-for-profit, corporate and government sectors, Scott is an internationally-recognised researcher and speaker.

Scott’s other roles and achievements include Finalist for 2022 Australian of the Year, holds academic positions at Edith Cowan University and the University of South Australia, and is an Invited Expert for the W3C Accessible Platform Architectures Research Questions Task Force. In addition, Scott is legally blind and as such has both a professional and personal understanding of the importance of accessibility. 

Vince Humphries

Vince worked in communications regulation for over 30 years, most of that time with the Australian Communications and Media Authority (ACMA) and its predecessors. In his various roles, he dealt with most aspects of telecommunications regulation, together with regulation of online content, spam and telemarketing calls.

In the area of telecommunications regulation, Vince led the ACMA’s efforts to drive a stronger emphasis on telco compliance with consumer safeguards, develop a range of consumer safeguards specific to the NBN, introduce publication of regular reports on complaints received by telcos and on how telcos deal with financial hardship, and a range of initiatives focusing on consumers in vulnerable circumstances.
Vince drove the use of research commissioned by the ACMA and by major research organisations to inform the ACMA’s strategic priorities related to consumer protection. He also worked for 3½ years with the European Communications Office, based in Denmark, supporting the work of European communications regulators related to numbering, addressing and next generation networks.
Vince has a strong and long-standing interest in consumers having access to reliable and quality communications services, the protection of rights of consumers in vulnerable circumstances, and design of fit-for-purpose regulation.

Vince lives in regional Victoria and has lived experience of some of the challenges in having reliable access to quality communications services in regional areas.

Delia Rickard PSM 

Delia has worked in consumer protection for 30 years, the last 10 or which were as the Deputy Chair of the ACCC. In that role she sat of the ACCC’s Communications and Enforcement committees, was a member of their Digital Platforms board as well as participating in multiple areas involving consumer protection. Her passions include stopping scams and creating a more equitable & sustainable society. She also previously worked senior roles at ASIC where one of her main focuses was financial capability. In 2011 she was awarded the Public Service Medal for ‘outstanding public service in the development of consumer protection for financial services’. She has also been awarded the SOCAP Lifetime Achievement award and in 2022 the Inaugural Australian Law Council’s Australian Consumer Rights award. Delia is currently involved with a range of not for profit organisations including the Australian Financial Complaints Authority; Super Consumers Australia; Good Shepherd’s financial inclusion action plans and the Jan Pentland foundation.

Victoria Rubensohn AM (Deputy Chairperson)

Victoria Rubensohn has been closely associated with ACCAN from its beginning as well as predecessor CTN. Victoria is a lawyer with special expertise in intellectual property, international communications and media regulatory policy. Victoria is a former member of the Telephone Information Services Standards Council, the Australian Broadcasting Tribunal, the Bond Inquiry, the Mobile Premium Services Code Review Panel and is currently the consumer representative on Communications Compliance Ltd. Victoria also has extensive experience in the governance of not for profit organisations having been founding Director and Secretary of the Fred Hollows Foundation, Director and Secretary of the Australian Caption Centre and is a founding Director and Secretary of Media Access Australia and a Director of the Communications Law Centre. Victoria also has a longstanding interest in matters affecting remote indigenous communities, most recently through associations in Alice Springs.

 

Download: ACCAN Magazine Issue 24 Winter 20173.71 MB (Note: reading order not accessible)

Download accessible version: ACCAN Magazine Issue 24 Winter 2017 - accessible version39.76 KB

A new report released today by Australia’s peak communications consumer organisation, the Australian Communications Consumer Action Network (ACCAN), shows that telco customer service representatives are being encouraged to focus on selling over service, potentially exposing consumers to questionable selling practices.

Read more: Spotlight on Telco Commissions and Targets

ACCAN believes that everyone must have equal, reliable and appropriate access to the emergency call service (Triple Zero) from a range of devices. Our position is that people should be able to use SIMless phones to genuinely contact Triple Zero as needed.

Proposals to reduce non-genuine calls to Triple Zero have included barring calls from SIMless devices. There are several situations when calls to Triple Zero appear to come from SIMless devices. ACCAN recommends more research into whether devices without SIMs represent a high proportion of all non-genuine calls made to Triple Zero.

Read more: Contacting Triple Zero (000) via SIMless phones

The summary below outlines ACCAN's activities from 1 June – 31 August 2020.

Read more: Quarter 1, FY20-21

Royal Melbourne Institute of Technology (RMIT)

The ability of small businesses (those with less than twenty employees) to adopt advanced digital services such as e-commerce solutions and cybersecurity services is vital for these businesses and for the economy. Recent surveys indicate that many are struggling to adapt to sudden changes due to Covid-19. This project aims to investigate how small retail businesses can enhance their growth and efficiency through the better use of advanced digital services from telecommunications providers.

Read more: Enhancing the digital adaptability of Australian small retail businesses

Robin Wilkinson’s contribution to consumer representation in telecommunications has been extensive over a 30-year period. As a founding member of ACCAN, Robin has been a supporter of the organisation since its inception.

Robin was also a member of the Consumers’ Telecommunications Network (CTN) Board from the outset of the organisation’s establishment in 1990. After being Deputy Chairperson for many years, she was elected CTN Chairperson in 2004 and held the position until 2007. Representing Tasmanians with Disabilities, Robin was an active member on the Telstra Consumer Councils and the Optus Consumer Liaison Forum.

In her advocacy on behalf of consumers, Robin focused on accessible communications equipment, emergency services, and priority assistance. Her extensive expertise in consumer education meant she was actively involved in working with the regulator, AUSTEL on an extensive re-numbering initiative of all phone numbers in Australia between 1994-1998.

Robin is also known for her promotion of the rights of people with disabilities in communications, leading to international recognition of the work of the CTN and consumer representation in Australia. She sought to build an understanding of universal design principles and the value of consumer consultation in product design and development. Notably, she was a member of the Australian delegation to the 10^th Global Standards Collaboration (GSC) meeting in Nice, France in 2005 and the 11^th GSC meeting in Chicago, USA in 2006 where she gave presentations to leading engineers and regulators from around the world.

Robin was responsible for ensuring inclusive practices at CTN, and this approach was the basis for the participatory culture that is now a part of ACCAN’s DNA. As a consumer representative Elder, Robin was honoured as a special guest at the ACCAN m-Enabling Conference in 2013 in Sydney. Since then, she has continued to mentor and support ACCAN staff who value her extensive knowledge and history on consumers’ accessibility and telecommunications needs for many years. Her approach of “nothing about us without us” is now embedded in the approach to consumer advocacy in communications in Australia.

Laptop computers - Tasmania