The National Children's and Youth Law Centre investigated the consumer, legal and financial issues faced by young Australians when they use mobile phones. This investigation led to a report outlining some of these common issues as well as to a set of resources for young Australians to better understand and navigate the mobile phone marketplace.

Funded under the ACCAN Grants Scheme, the final report as well as additional information, can be found on the Scheme's webpage.

The ACOSS Poverty in Australia 2014 report indicates that an estimated 2.55 million (13.9%) of Australians are living in poverty. Current Australian research indicates that many low-income consumers are facing financial barriers in getting connected and staying connected to essential telephony and broadband services. Research also indicates that low-income consumers are spending a significantly higher proportion of their income for telecommunications access.

Read more: Affordable communications policy

There are a number of options to get voice services:

1. You can continue to use your current voice services.
   
   
2. You may be able to use voice over broadband (called Voice over IP or VoIP) from your retail service provider.

IMPORTANT!

Consumers in satellite areas can continue to use existing phone and internet services (except ISS services).

What is VoIP?

VoIP is a service that uses the internet to make voice calls, instead of the traditional copper connection.

VoIP offered through retail service providers may be of comparable quality to your current voice service. However, you are likely to experience a delay when calling other satellite phones. If you use medical alarms, faxes or are priority assistance then you will not be able to use Sky Muster for these services and should continue to use your current service.

VoIP works by connecting your current telephone to your router. This may require the use of an additional piece of equipment, called an Analogue Telephone Adapter or ATA.

VoIP can also be offered online through over the top providers, such as Skype. They usually work through your computer or devices and use microphone headphones. However, these are not as reliable and you may experience some poor performance.

What costs are associated with VoIP?

Calls are charged in a similar way to your current voice services, but may cost less.

Note: As VoIP uses the broadband connection, making and receiving calls will also use your data allowance. Calls usually use a very small amount of data. However, if you use up all of your data you may no longer be able to make or recieved calls over this service.

Can I contact Triple Zero (000) and 106 Emergency Call Services using VoIP?

A VoIP service from your retail service provider should be able to contact emergency services.

Online VoIP services, such as Skype, are not able to access emergency services.

Can I get priority assistance services?

No. Sky Muster does not offer priority assistance services. You will need to continue to use your current voice services to access priority assistance.

Can I use disability equipment over VoIP?

Disability equipment, such as TTYs may work with Sky Muster. You should check with your retail service provider and ask them to test it to see if the equipment works before arranging disconnection of existing services.

Can I keep my number with a VoIP service?

You may be able to keep your number. Ask your retail service provider.

Will there be a difference in the quality of service between VoIP and my current voice service?

To prevent any loss in performance of voice service you should ask your retail service provider to ensure that Quality of Service settings are enabled across all your equipment.

Satellites are known to experience delay (latency) issues. This can impact services such as VoIP. This is likely to affect calls between two satellite phones.

Can I bundle Sky Muster services with my current voice service?

Yes, some providers are offering a bundle of current voice services with Sky Muster broadband.

Can I just get a VoIP service and not a broadband plan?

No, you have to purchase a broadband plan in order to get a VoIP service.

IMPORTANT!

VoIP services will not work in power outages.

Consider what alternative arrangements you need in case of power outages.

Download: ACCAN Magazine Issue 20 Winter 20162.81 MB (Note: reading order not accessible)

Download accessible version: ACCAN Magazine - Winter 2016 accessible version41.46 KB

Results from ACCAN’s Customer Service Survey

The survey was conducted with 1,347 telecommunications consumers who had contacted their provider about a question or problem in the previous 12 months. Respondents were customers of 10 different providers- eight are those with the biggest market share plus the two providers with the largest number of satellite customers (to ensure the survey was not solely urban focused). Respondent targets (see Figure 1 of the report) for each provider were set according to estimated market share, calculated using the most recent annual reports of the providers and cross checked against the Australian Communications and Media Authority Communications Report 2016. The following table shows sample sizes achieved and weightings attributed.

Read more: CAN YOU HEAR ME? Ranking the customer service of Australia’s phone and internet companies

The summary below outlines ACCAN's activities from 1 June – 31 August 2019.

Read more: Quarter 1, FY19-20

Curtin University

Approaches to the accessibility of subscription versus free to access Australian video on demand platforms have been evaluated with research gathering new insights from consumers with disabilities.

Read more: Access On Demand: An Analysis of the Accessibility Options on Streaming Television

ACCAN is seeking nominations for Directors to fill four (4) vacancies on its Board.

In accordance with the ACCAN Constitution, the 2022-2023 ACCAN Board will consist of nine (9) members¹. Five (5) positions are continuing Directors from the 2021-2022 Board. Five (5) Directors are retiring from the Board but may be eligible for re-election as stated in the ACCAN Constitution.

In accordance with the ACCAN Constitution Board members are elected for a three-year term.

In order to ensure an appropriate balance, the Board is particularly seeking candidates with legal and regulatory expertise; and/or experience in financial management and governance in a not-for-profit organisation; and/or with lived experience of disability; and/or small businesses; and/or an understanding of the issues affecting young consumers ;and/or from an Indigenous background or with strong linkages to Indigenous communities.

Read more: Call for nominations for the ACCAN Board

Laptop computers - Australian Capital Territory

ACCAN welcomes the Australian Communications and Media Authority’s (ACMA) report Financial hardship in the telco sector released today. The ACMA's findings align with ACCAN research conducted earlier this year which shows that cost of living pressures are having a significant impact, with some consumers continuing to struggle to pay their telco bills.

“Cost of living issues aren’t going away for the foreseeable future, so it’s particularly concerning that over 40% of the Australian adult population are unaware that they can contact their telco provider for help managing their bills.  This research shows that it is imperative that financial hardship policies are promoted by telcos and made easily accessible on their websites,” said ACCAN CEO, Andrew Williams.

Read more: Telco consumers want more from their providers

Read more: Wayne Hawkins

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

People of all ages use phones, mobile phones, the internet and TV. But how much access is there really for the 1 in 6 Australians who are deaf or hearing-impaired? This group includes older people with an acquired hearing impairment, as well as younger people.

Read more: Morning tea with ACCAN - Hearing Awareness Week 2010

Download: ACCAN Magazine Issue 19 Autumn 2016.pdf2.28 MB(Note: reading order not accessible)

Download accessible version: ACCAN Magazine - Autumn 2016 accessible version.docx38.03 KB

Broadband plans are commonly advertised on headline speed claims which may only be achievable in ideal test conditions and are not what consumers should expect in real world everyday use. Claims are qualified with an elusive list of factors that can affect performance, but this is difficult for consumers to engage with or apply to their service. This issue is heightened with nbn and the promise of faster and better technologies and services.

Read more: Summary: Independent Broadband Performance Information

It is important to pick a plan that matches your needs. Consider what services you are currently using and what you want your broadband plan to deliver.

You should make sure that all the services you want will work over Sky Muster. Some may not work and you may need to keep an existing telecommunications service. Check with your retail service provider if you are unsure.

IMPORTANT!

Services will not work in power outages.

Consider what alternative arrangements you need in case of power outages.

 

 

The key things to look out for in a plan:

Speeds

There are two speed levels that you can choose from;

• 12 (down) /1 (up) Mbps and
• 25 (down) /5 (up) Mbps.

What are download and upload speeds?

Speed is a measurement of the amount of data that can be sent to and from you in a second.

The quoted levels are the maximum speed that is achievable for the connection. Speed levels are not consistent and they often vary. The actual speed that you receive will vary depending on a number of factors, such as the type of information you are sending, the time of day, the number of applications sending and receiving files on your devices, your retail service provider and the number of other customers using the service.

For further information on performance, check out our information.

TIPS ON PICKING A SPEED TIER THAT SUITS YOU

If you download sizeable amounts of information (for example high definition movies or gaming), then the faster speed will likely mean that you are waiting less time for this information to be received.

If you only need the internet to access information that is small in size (for example basic websites, emails, individual songs, telephone calls), then the entry speed level might suit you perfectly.

If you are sending lots of files (for example if you operate a small business that updates websites or regularly sends important documents), then fast upload speeds are important for you.

EXAMPLE

The following graphic gives an estimate in the difference higher speeds might make for an activity. These times are estimates and may be affected by other factors, such as other people being online.

Downloading a standard definition movie (1.5GB)

Data

There are a number of plans available, offering allowances up to 150GB per month, divided into peak and off peak usage.

Note that both sent and received data (i.e. uploads and downloads) is counted in the allowance.

TIPS FOR PICKING A DATA ALLOWANCE THAT SUITS YOU

How much data you need depends on what you do and how long you spend online.

You should examine your previous bills to see how much data you have used for the last few months as a basis to calculate how much data you will need.

Checking email and browsing the internet uses very little data, watching videos uses sizeable data amounts, while gaming can quickly use up a lot of data.

Here are some estimated usages by activity as a guide: [note: 1024MB = 1GB]

Activity	Data usage
Email (100 sent/received without attachments)	2.5MB
Music streaming (3 minutes)	3MB
Radio streaming (10 minutes)	15MB
Email (10 sent/received with attachments)	18MB
General web browsing (30 minutes)	10 - 20MB
YouTube video streaming (5 minutes)	25MB
Audiobook (9 hours)	110MB
Downloading standard definition TV show (45 minutes)	200MB
Downloading standard definition movie (2 hours)	1 - 1.5GB
Downloading high definition movie (2 hours)	3 - 4.5GB
Downloading a game (e.g. for Xbox or PS4)	20 - 50GB

 

The average Australian uses 69GB of data a month (June 2015). Consumers who have an nbn connection tend to use more data, so it may be worthwhile considering a plan with more data than your existing plan. The average nbn user uses 131GB of data a month (June 2016)

Peak / Off peak

Plans divide the data allowance between peak and off peak times. Peak hours are between 7am and 1am at your local time (18 hours of the day). Off peak hours are between 1am and 7am at your local time (6 hours of the day).

Plans that offer data usage in off peak times are often better value for money, but may be at a time that does not suit your needs. Peak hours are likely to be the hours when you most want to use the internet.

Set up, equipment and other fees

Your retail service provider may charge other costs, besides the monthly cost, such as for set-up, equipment (router or Analogue Telephone Adaptor (ATA) for VoIP) or early termination fees. You should carefully check all the possible fees that apply with each plan as they differ with each retail service provider.

Length of contract

Some contracts are available month to month, while others have a minimum duration (such as one or two years). Longer contracts may not have up front equipment and connection fees, but will charge if you terminate the service early.

Better Internet for Regional, Rural and Remote (BIRRR) Group have produced a comparison of the price and inclusions offered by the different providers.

I run a small business from home; will there be special plans available for me?

Sky Muster will serve homes and small businesses. If you require a plan to be used for your business also, contact a retail service provider to discuss your options. Some plans are available to both residentiall and small business consumers. Further options are expected to be released in the future.

What is nbn’s fair usage policy?

nbn has set out a number of limitations on how much data each service can use in any four week period. This is designed to ensure that the service is shared equitably and not degraded for everyone.

Your retail service provider should ensure that you do not breach these conditions. You should discuss any concerns with your retail service provider.

Will I lose my current services?

If you have voice, broadband or alarm services through other fixed line, wireless or satellite services, you will likely be able to continue to use them (excluding nbn ISS services).

How do I track my usage?

Retail service providers allow you to check your data usage and alert you if you are close to using all of your allowance.
If you use all of your allowance your retail service provider is likely to significantly slow your speed until the next billing cycle.

Will the bill from my current service end the same day as my new service?

Perhaps. You should check with your retail service provider when the billing periods will begin for Sky Muster and end for other services. This may depend on whether or not you are switching retail service providers.

IMPORTANT QUESTIONS TO ASK YOUR PROVIDER

1. Can I use all my current services with this plan?

2. How long will it take to get connected?

3. What do I need to do to prepare my property for connection?

4. Will my other satellite equipment be uninstalled at the same time?

5. When will the billing start?

6. What speed level will I get on average with this plan during peak and off perk hours?

7. Apart from the monthly charge, what other fees do I need to pay?

8. Do I need to purchase a new router?

9. Can I get VoIP services? Is the router set to ensure quality voice services?

10. How do I access my data tracking service?

11. Will there be any additional charges for connecting or fault repairs?

12. Is my property a standard installation? Can I cancel the service, without charge, if I am not a standard installation?

13. Do you offer service guarantees for fault rectification and outages?

After consulting with consumers and members ACCAN has developed its position to ensure all consumers can be connected consumers.

Connected consumers are able to do what they need through communication services. Without connected consumers there will be social isolation, reduced economic livelihood, insecurity and potential threat to safety. Focusing on connected consumers, allows us to ensure that communication services delivers for consumers, society and the economy.

Read more: The Connected Consumer

ACCAN worked with Dr Greg Ogle of the South Australian Council of Social Services to analyse the detailed telecommunications data from the Australian Bureau of Statistics’ 2015-16 Household Expenditure Survey. This analysis provides a more detailed view of the telecommunications expenditure of different groups in Australia.

Some key findings are that:

Read more: Telecommunications Expenditure in Australia

The summary below outlines ACCAN's activities from 1 March 2019 – 31 May 2019.

Read more: Quarter 4, FY18-19

Charles Sturt University

This project and its report outlines regional and rural consumer understandings of smart technologies and their applications in North West New South Wales, Australia. It identifies consumer engagement with digital infrastructure, the changing nature of development and planning in a digital context and the impact of smart services on social relations.

Read more: Consumer Understandings of Smart Technologies and Their Applications in North West NSW Regional...

What is Advanced Mobile Location, or AML? 

Advanced mobile location, or AML, is a technology that has recently been introduced in Australia for the Triple Zero Emergency Call Service after previously rolling out in Europe, the UK and New Zealand. In an emergency, lives can depend on timely, accurate information. AML is designed to provide Emergency Call Service operators with precise location coordinates when a caller dials Triple Zero from a mobile, which removes some of the confusion that can come with trying to communicate your exact location.

Read more: AML Capability for 000 Calls

Laptop computers - Western Australia

At its March meeting the Australian Communications Consumer Action Network’s (ACCAN) Board of Directors unanimously endorsed the organisation’s support of the Voice to Parliament.

A Voice to Parliament aligns with ACCAN’s vision of communications services that are trusted, inclusive, accessible, and available for all.

Read more: ACCAN board endorses the Voice to Parliament

Read more: Justine Humphry