ACCAN provided a submission in January 2024 in response to a request from the Australian Competition and Consumer Commission (ACCC) to comment on NBN Co’s proposed Cost Allocation Manual (CAM).

The CAM sets out NBN Co’s proposed framework for the allocation of costs between ‘core’ monopoly services and competitive non-monopoly services. The attribution and allocation of costs has a profound effect on the wholesale prices ultimately faced by residential and small business consumers of monopoly core services.

Read more: NBN Co proposed Cost Allocation Manual

The ACMA’s major inquiry into Customer Service is now underway, with submissions due 10 September. To ensure you voice your experiences with the industry effectively, ACCAN will be hosting an information session about how to write a submission.

Read more: Free information session: How to write a submission

ACCAN acknowledges the need to actively promote equal access to all ACCAN events, consultations, submissions and other information. This reflects our principles of equal access and meaningful inclusion of people with disability. ACCAN strives to be a model in this field, for other not-for-profits, industry and government.

ACCAN endeavours to maintain its website in accordance with the WCAG 2.2AA guidelines and WCAG2.2AAA where possible. We welcome feedback on our content.

Our site contains an accesibility toolbox to change colour themes and resize text. The standard and inverted colour themes meet WCAG 2.2AAA contrast ratings.  Browsers also have their own text resizing capabilities outlined below.

Change your text size

If you would like to increase the size of text you see on this website we recommend you use your web browser to zoom into the sites pages making the text larger while preserving the layout of the page. Here's how to do this for the most popular browsers;

Firefox

First, at the top of the Firefox window on the menu bar, click the View menu, scroll to the Zoom sub-menu and use the zoom controls as required.

Zoom with keyboard

• To increase the text size / zoom in, press and hold the "Ctrl" while pressing +.
• To decrease the text size / zoom out, press and hold Ctrl while pressing -.
• To reset your text size to default, press and hold Ctrl while pressing 0.

Mouse: If your mouse has a scroll wheel, press and hold Ctrl while scrolling up to decrease the text font size and down to increase it.

More about resizing in Firefox

Google Chrome

Open the "Customize and control Google Chrome" spanner icon (see image right). Use the Zoom controls to resize your text as required.

Zoom with keyboard

• To increase the text size / zoom in, press and hold the "Ctrl" while pressing +.
• To decrease the text size / zoom out, press and hold Ctrl while pressing -.
• To reset your text size to default, press and hold Ctrl while pressing 0.

Mouse: If your mouse has a scroll wheel, press and hold Ctrl while scrolling up to decrease the text font size and down to increase it.

More about resizing in Chrome

Microsoft Edge / Internet Exporer 7+

Zoom with keyboard

• To increase the text size / zoom in, press and hold the "Ctrl" while pressing +.
• To decrease the text size / zoom out, press and hold Ctrl while pressing -.
• To reset your text size to default, press and hold Ctrl while pressing 0.

In Internet Explorer 8 simply use the Magnifying glass in the bottom right corner of your browser frame.

More about resizing in Internet Explorer 8

More about resizing in Internet Explorer 7

Internet Explorer 6

To adjust the text size:

1. 1. Select menu item View > Text Size
   2. Click on the desired size. (The dot indicates the one currently selected.)

Download: How to choose a pre-paid calling card55.5 KB

Download:How to choose a pre-paid calling card300.88 KB

Pre-paid calling cards can be a cheap way to make international calls and many offer good value for money. But, be warned, there are also many cards you should avoid buying because of hidden fees and charges.

Read more: How to choose a pre-paid calling card

Download: ACCAN Magazine Issue 18 Summer 2016.pdf2.07 MB (Note: reading order not accessible)

Download accessible version: ACCAN Accessible Magazine - Summer 2016.docx50.27 KB

ACCAN's policy position on a customer service and reliability standard

Access to reliable communication services is vital for Australian consumers and is essential for social and economic participation.

The 2015 Regional Telecommunications Independent Review Committee (RTIRC) found that existing safeguards (e.g. Customer Service Guarantee (CSG)) focused on delivery of the Standard Telephone Service (STS) were of "rapidly declining relevance."

This is due to the shifting consumer preference toward mobile and internet based communication. The Committee recommended the Australian Government, in consultation with industry and consumer groups, develop a new safeguard in the form of a Consumer Communications Standard.

This policy position addresses consumer concerns about existing customer service and reliability measures, and proposes a new model for the future. It is a step towards a new Consumer Communications Standard.

Read more: A guarantee for the future

If you have an Interim Satellite Service (ISS), Australian Broadband Guarantee (ABG) or National Satellite Subsidy (NSS) and are eligible, then you can migrate to Sky Muster.

Some houses with these services may be eligible to receive Fixed Wireless and will be offered this service instead.

nbn will uninstall and remove ISS equipment free of charge. They will also repair any damage left by the ISS equipment. ISS services will be switched off when Sky Muster connections are activated. ISS services are expected to end 28th February 2017.

If you have ABG, NSS or other satellite services the nbn technician can uninstall the equipment for a fee. It is your responsibility to dispose of the equipment.

Consumers with other satellite services, such as offered by IPSTAR or Telstra, may also switch to Sky Muster. Contact your retail service provider regarding your options to end your current service.

What is the process for switching from another satellite service to Sky Muster?

Consumers will follow the same steps as new connections;

1. Check eligibility on the nbn website
2. Choose a retail service provider and plan that suits your needs
3. Get connected

Will my current bill end on the same day as the Sky Muster bill starts?

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

I am currently on ISS. If my installation is delayed or if I wait to switch, will the ISS speed improve as other consumers migrate off?

No. As customers migrate to Sky Muster the capacity of ISS will be reduced, so no increased speeds or data levels are expected on the ISS service.

An interdisciplinary team of researchers at the University of Melbourne have updated their research on the fate of online accounts, financial assets and personal profiles when a user passes away. The team investigated licencing policies, terms of use agreements and copyright law, and interviewed a range of people, including funeral directors, religious workers, internet content and service providers, as well as estate planning lawyers.

The updated version includes new features and services such as 'legacy contact' options, legislation changes and online bereavement practices.

Read more: Death and the Internet 2017

The summary below outlines ACCAN's activities from 1 December 2018 – 28 February 2019.

Read more: Quarter 3, FY18-19

Royal Melbourne Institute of Technology (RMIT)

This project focuses on giving a voice to how seniors perceive risk associated with ICT usage and ownership. 

Read more: Co-designing Participatory Strategies With Older Adults to Reduce Perceived Risk and Promote...

With a federal election looming, Australia’s major parties have each outlined their communications policies.

Below is a summary of the Coalition (Liberal and the National parties), Labor, and the Australian Greens’ policies and priorities as voters begin heading to the polls.

[Information last updated on 22.04.22]

Read more: 2022 Election Policies Summary

Laptop computers - Victoria

With the cost-of-living front of mind for most Australians, the Australian Communications Consumer Action Network (ACCAN) is urging the federal government to develop an easy to use, independent and free comparison tool to help consumers navigate the often-complicated telecommunications market.

Currently, it is difficult for consumers to find information about different products, services, and plans available to them. The establishment of an Independent Plan Comparison Tool (IPCT) will provide consumers with key product and price information for telecommunications services, allowing them to select a service offering that best meets their needs. 

Read more: A Telco comparison tool is a must for time poor Australians

Read more: Tanya Karliychuk

ACCAN recently submitted to the Australian Communications and Media Authority consultation on draft captioning quality guidelines. 

ACCAN welcomed the development of captioning quality guidelines which clarify the ACMA’s interpretation of quality requirements in the Broadcasting Services (Television Captioning) Standard. The guidelines addressed some of the concerns raised with ACCAN by consumers including latency, timing, readability, and the essential nature of captions that are meaningful.

Read more: ACCAN Submission to the Australian Communications and Media Authority consultation on draft...

Join us for ACCAN's first Research Linkage Forum where we will showcase the diverse projects we are engaging in to drive our work and to build a consumer-centric base of evidence.

Read more: Inaugural Research Linkage Forum

Download: ACCAN Magazine Issue 17 Spring 2015.pdf3.14 MB (Note: reading order not accessible)

Download accessible version: ACCAN Accessible Magazine - Spring 2015.docx45.5 KB

Currently you can choose from 10 different retail service providers to purchase an NBN Sky Muster or Sky Muster Plus plan. They are:

Activ8me

ANT communications

Bordernet (Sky Muster only)

Clear Broadband

Harbour ISP

iiNet (Sky Muster only)

IPSTAR

Reachnet

Sky Mesh

Southern Phone

Westnet(Sky Muster only)

Will there be a difference in the level of performance between providers?

Yes, providers differ on the level of performance offered depending on the number of customers they have and how much they have invested in their service. It is not expected that each retail service provider will offer the same level of service. Therefore, you should check that the level of service offered matches what you need.

How can I compare providers?

There are a number of sites which you can use to compare retail providers:

• Better Internet for Rural, Regional and Remote Australians (BIRRR)

• Product Review
  
• Whirlpool
  
• For video streaming, Google Video Quality Report

Australians with disability need greater access to television. ACCAN is calling for the implementation of Audio Description on free-to-air television and increased captioning across commercial television networks.

Australians with disability continue to struggle to have meaningful access to television.

Read more: Accessible programming on TV

Google and ACCAN partnered again in 2017 to offer a paid internship opportunity. Applicants were invited to submit a brief proposal outlining a research project on an emerging communications consumer issue.

The winner was law and communications student, Jesse Chen, who wrote an in-depth research report titled: 'Breaking Down Barriers to Digital Government: How can we enable vulnerable consumers to have equal participation in digital government?

Read more: Breaking Down Barriers to Digital Government

The summary below outlines ACCAN's activities from 1 September – 30 November 2018.

Read more: Quarter 2, FY18-19

Wamboin Communications Action Group Inc.

This project assisted regional and rural areas to effectively engage with their local communities and build a business case for the implementation of network capabilities to support their current and future needs. The project delivered a set of resources that can be applied across regional, rural and remote areas to help communities identify local requirements to achieve better Internet connectivity to support their economic and social growth.

Read more: Achieve Better Broadband for Regional Communities

Reliable communications services have never been more important. The COVID-19 pandemic has proven that staying connected to friends and loved ones has never been more crucial, while a string of natural disasters have shown that phone and internet services are essential when it comes to recovery efforts and community rebuilding.

In August 2021, Telstra announced that any standard national mobile calls from ‘payphones’ would be made free. For many people, especially people living in capital cities, it might be difficult to remember the last time you needed to use a payphone. While not everyone has to rely on them to stay connected, payphones are still a very important service for many people, especially those that find themselves in need of a freely available form of communication.

Read more: Sunsetting Payphone Instruments