ACCAN has observed a lower proportion of fixed Internet service uptake in rented households, as well as reports relating to barriers about access to this type of service. These barriers are often due to the imbalance of power between renters and landlords.

This is a concern for ACCAN, who have raised questions around the proportion of rented households who have deliberately chosen mobile services for their home.

Read more: Issues faced by renters in Australia’s phone and internet market

Royal Melbourne Institute of Technology (RMIT)

This project is about ‘e-changers’, a significant and growing segment of the population who have chosen to move from the city to regional and coastal areas while maintaining their city jobs.

Through online ethnography with e-change households and interviews with other stakeholders, RMIT researchers sought to understand and document the telecommunications experiences and needs of this distinctive and growing segment of the Australian population.

Read more: E-Change and Remote Work in Australia

The summary below outlines ACCAN's activities from 1 December 2019 – 28 February 2020.

Read more: Quarter 3, FY19-20

Dear ACCAN Members, 

 We would like to advise everyone that due to the unfortunate passing of Her Majesty the Queen and the National Day of Mourning on September 22nd, ACCAN’s Annual General meeting, scheduled for that day, will need to be re-scheduled.

 In anticipation of a quorum of members not being present at the scheduled meeting, under Section 15.3.2 of ACCAN’s Constitution, we propose we adjourn the meeting to the same time for the following week; 4.00pm Thursday 29th September 2022.   The rescheduled meeting will also be conducted online using the same Zoom link if you have registered already. 

Notice is hereby given that the Annual General Meeting of the ACCAN will be held via virtual meeting, on Thursday 29th September 2022 from 4.00pm.

Read more: Notice of postponement - ACCAN Annual General Meeting

Laptop computers - South Australia

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: Rebecca Glenn

ACCAN recently submitted to the Department of Infrastructure, Transport, Regional Development, Communications and the Arts on the Fighting SMS Scams – What type of SMS sender ID registry should be introduced in Australia? consultation paper.

ACCAN supports the development of a SMS sender ID registry as a significant step towards improving outcomes for telecommunications consumers impacted by scams. ACCAN considers that the SMS sender ID registry should be mandatory and be developed and implemented before the end of 2024.

Read more: SMS ID Registry

Brain Injury is common. Over 500,000 Australians have an acquired brain injury. Three out every four of them are aged under 65. Nick Rushworth, Executive of Brain Injury Australia, explains Traumatic Brain Injury (TBI) below as part of Brain Injury Awareness week:

Read more: Brain Injury Awareness Week

ACCAN, CHOICE, and the Consumer Action Law Centre have joined forces to give you 4 quick tips on checking your phone bill to save money.

Read more: 4 quick tips on checking your phone bill to save you money

Connection will be arranged by your retail service provider after you have ordered and agreed to a service. A standard nbn installation is free of charge. However, retail service providers may charge connection fees for their plans.

Retailers must supply services within a reasonable timeframe under Australian Consumer Law. How long it takes to get connected will depend on your location and retail service provider. Currently, there is a waiting list for connections.

Do I contact nbn about a connection?

No. When you order a plan from a retail service provider they will organise for your connection.

What is the process for getting connected?

There are six easy steps to get connected:

1. Choose a retail service provider and plan which suits your needs
   
   
2. Your chosen provider will inform you if you are eligible and give you an estimated installation date
   
   
3. nbn will contact you to confirm an installation time and date
   
   
4. Your can purchase, or you retail service provider can provide you with a router
   
   
5. The nbn technician will install the equipment (satellite dish, internal and external equipment and the required wiring); this may take a few hours and you will need to be at home.
   
   
6. Plug your computer or the router into the nbn modem to begin using Sky Muster services

How do I prepare for the installation?

There are a number of things that you can do to prepare.

1. Permissions - on installation day the technician will need to ensure that there is permission to carry out the installation. This means that an adult (18+) needs to be home to sign the documents. If you rent the property, permission from the landlord is required.
   
   
2. Equipment location – you should consider where you want the equipment to be installed. This may require some preparation of the area.
   
   
   1. The satellite dish – this should have clear line of sight of the north sky. The dish may be attached to the roof or the wall of your property.
      
      
   2. Wiring – the satellite dish is connected by wiring to the internal modem
      
      
   3. The internal modem – this is installed inside your premises and needs a power source to work.
      
      
   1. The router – this plugs into the modem and should be located near the place that you will be using the internet connection the most (e.g. home office). The closer the router is to the computers or devices that you use the better the performance is likely to be. Walls, ceilings and floors may affect the signal, especially in some older buildings. Your Wi-Fi signal might have some interference problems if it is located near other appliances or household electronics, such as fridges or microwaves.

What happens on installation day?

Prior to installation nbn will confirm that the appointment still suits you.

When the nbn technician arrives they will inform you where they are from and show you their I.D.

The nbn technician will then examine your property and recommend the best location for the equipment. They will also confirm any other dishes that require de-installation.

The equipment location should also suit your use of the equipment, so you should clearly explain to the technician where you use the internet in your house to ensure that the location suits you.

Before work commences they will seek your permission to carry out the work.

The technician will then install the equipment. This may take a few hours and you will need to remain on your premises for the duration of the installation. Your property should be left in a good condition.

How big are the satellite dishes?

Most houses will receive the standard satellite dish which is 80cm in diameter. A few houses may need a larger 1.2m dish.

Is there a waiting list available to see how long it takes to get a service before signing up?

No, there is no published waiting list. Your retail service provider can give you an indication of the earliest possible connection date but is not able to guarantee it. nbn will guarantee your installation date once your retail service provider has processed your order.

Can I use my current equipment?

You need a new nbn satellite dish and modem to access Sky Muster.

You may be able to use your current router. Ask your retail service provider about this.

What power is required to run the equipment?

The nbn equipment is powered by 240V AC. If your premises is not connected to the grid ask your retail service provider about a 12/24 V DC option, which may be more suitable.

The router will also require power to function.

What if my house is not a standard installation?

Some properties will be a ‘non- standard installation’. This means that they require a variation to the standard set up. Non-standard installations may incur additional costs.

When the nbn technician assesses your house, they will discuss any variations that are required. At this stage you can cancel your service at no cost if there are additional charges which you were not aware of.

IMPORTANT

Any additional costs will be paid through your retail service provider, not the nbn technician.

nbn technicians will never ask for money and you should never pay them directly.

Download: ACCAN Magazine Issue 21 Spring 20163.49 MB (Note: reading order not accessible)

Download accessible version: ACCAN Spring Magazine - Accessible version37.88 KB

ACCAN continues to call for the adoption of audio description (AD) across the Australian free-to-air market.

What is audio description?

Audio description refers to a verbal commentary used to describe key visual elements of a television program, film, or live performance or event. Identification of speakers, description of gestures, facial expressions, locale, scene changes, and other visual content are narrated. If dialogue is present as part of the program or event, these narrations are inserted during breaks in the dialogue.

Read more: Audio description policy position

In 2017, Google and ACCAN once again partnered to offer a paid internship to a recent graduate who wished to explore an emerging communications consumer issue.

After submitting a brief proposal which outlined her desired research project, recent law and media graduate Jelena Ardalic was selected as the winner of the internship. Ardalic’s report, ‘Midas Touch: Consumer Implications of the Use of Smartphone Biometric Data’, discusses the impact that the use of biometrics (e.g. fingerprints, face recognition etc.) may have upon consumers’ privacy.

Read more: Midas Touch: Consumer Implications of the Use of Smartphone Biometric Data

The summary below outlines ACCAN's activities from 1 September – 30 November 2019.

Read more: Quarter 2, FY19-20

University of Technology Sydney (UTS) 

The Internet of Things (IoT) has the potential to transform the way we live and work. But the growth of consumer IoT devices for the home, such as connected appliances and smart assistants, poses serious threats to consumers’ security and privacy.

This research identifies and analyses options for best practice regulation of IoT security and privacy. The report includes recommendations for reforming cyber security, consumer protection and data privacy law and regulation.

Read more: Regulation of Internet of Things Devices to Protect Consumers

In Australia, and worldwide, the demand for consumer IoT devices and appliances is soaring as they become more affordable and the ongoing rollout of 5G mobile technology in Australia means in just 2 years, the average Australian household will likely contain 18 IoT connected devices.

Internet of Things (IoT) powered smart devices and appliances provide consumers with optimal convenience, however, Australia’s current regulatory system offers consumers little protection. An enforceable regulatory regime is needed.

The IoT Position Paper Launch will highlight the key areas of concern for IoT devices in Australia and what consumers need from an Internet of Things regulatory framework.

Read more: Internet of Things: ACCAN Policy Paper Launch

Overview

The Telecommunications Consumer Protections (TCP) Code is an industry code that sets out rules and benchmarks for how telcos must deal with their customers. It protects customers who use mobile phone, landline and internet services, including the NBN.

Sales, advertising, customer service, contracts, billing, credit and debt management, financial hardship arrangements and switching telcos are all covered under the TCP Code.

The TCP Code has been around since 2007 and is reviewed at least every 5 years.

Read more: What is the Telecommunications Consumer Protections (TCP) Code? What does it mean for you?

Laptop computers - Northern Territory

Australia’s peak communications consumer advocacy group, the Australian Communications Consumer Action Network (ACCAN), has today announced 7 projects that it will fund through the 2023 Round of its Independent Grants Program.

The ACCAN Independent Grants Program funds consumer-focused projects to undertake research, represent consumers, and create educational tools which empower consumers to make decisions in their own interests.

The operation of ACCAN’s Independent Grant Program is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997.

Read more: ACCAN awards seven new communications consumer grants

Read more: David Haigh

ACCAN recently submitted to the Department of Infrastructure, Transport, Regional Development, Communications and the Arts (the Department) on the Better Delivery of Universal Services discussion paper (the Consultation). In addition to ACCAN’s responses to the Consultation questions, we further recommended that the Department:

Read more: Better Delivery of Universal Services

The presentations and transcripts of all M-Enabling Australasia 2013 sessions are now available. M-Enabling Australasia 2013, held on 14-15 August 2013, brought together the who's who of disability advocacy, policy makers, manufacturers, developers, service providers and consumers to discuss how to make technology more accessible for people with disability and older consumers.

Read more: M-Enabling Australasia

Download: Securing your home or office Wi-Fi246 KB

Download: Securing your home or office Wi-Fi385.89 KB

Wi-Fi is a cheap and easy way to connect your devices to each other and to the internet without running cables throughout your home or office. However, because Wi-Fi is sent through the air, it is important to take steps to secure your network and devices.

Read more: Securing your home or office Wi-Fi