Tablet devices - Northern Territory

Recent research conducted by the Australian Communications Consumer Action Network (ACCAN) has found that direct debit is a problem for some consumers, particularly for those who are living week to week.

A thriving and competitive communications market is characterised by a variety of free payment options that reflect consumer preferences for payment. However, some payment options may place unfair financial risk on consumers.

Read more: Direct Debit a problem for vulnerable consumers

Read more: Sam Kininmonth

ACCAN recently submitted our comments to Communications Alliance on the C657:2024 Inbound Number Portability Industry Code.

ACCAN considers the current Code to largely be meeting its intended objectives: providing guidance for industry and providing appropriate consumer protections.

Read more: C657:2024 Inbound Number Portability Industry Code

This summit is co-hosted by the Australian Communications and Media Authority (the ACMA) and the Australian Communications Consumer Action Network (ACCAN). The summit will be an opportunity for consumer advocates to outline how the telecommunications industry’s poor customer service and complaints-handling practices affects their clients and constituents, and comments on the recommendations being proposed by the ACMA.

Read more: Reconnecting the Customer Summit

Ensuring the security of multiple online accounts might seem like a big task, but it is important you do not use the same password for all of your accounts.

Data breaches of well-known websites are becoming more common, and using the same password across multiple accounts puts you at risk of cyber-criminals accessing your banking, social media accounts and other personal information.

Here are some tips for creating strong, unique passwords that will keep your personal information safe online:

Read more: Creating strong, safe passwords

Download: ACCAN Magazine Issue 16 Winter 2015.pdf2.77 MB (Note: reading order not accessible)

Download accessible version: ACCAN Accessible Magazine - Winter 2015.docx44.6 KB

Sky Muster (or nbn’s Long Term Satellite Service) will provide fast broadband coverage to three per cent (or around 400,000)  of homes and small businesses across regional and remote Australia and its islands.

Am I eligible for services?

Eligibility to obtain these services can be checked on the nbn website.

Consumers currently using satellite services (such as Interim Satellite Service (ISS), Australian Broadband Guarantee (ABG) or National Satellite Scheme (NSS)) will be able to switch to the Sky Muster service (some consumers may receive other technology such as Fixed Wireless). See ‘Switching from another satellite service’ for more details.

What if my address is not on the nbn website but I think it should be?

You should contact a Retail Service Provider (RSP) and discuss your eligibility with them. 

How do satellite broadband services work?

The Sky Muster satellites will provide a connection between customer houses and RSPs. When you request to access information from your house, the request is sent from your satellite dish to the satellite 35,786kms above the equator. The signal then travels to one of nbn’s ground stations which connect to your RSP and finally the internet. Information is then sent back to your device in the reverse direction.

To find out more information on what to expect from Sky Muster services see ‘What to expect from a Sky Muster broadband service’.

How do I order a service?

Services can be ordered now. To get connected:

1. Check if you are eligible (nbn website)
   
   
2. Choose a retail service provider (see ‘Choosing a retail service provider’) and plan that suits your needs (see ‘Choosing a plan that suits your needs’)
   
   
3. Get Connected (see 'Getting Connected' for more information).

What services will work over Sky Muster?

Broadband services will work over Sky Muster.

You may be offered other services, such as phone services (called VoIP). See ‘Voice services’ for more details.

Existing phone and internet services delivered over copper, radio and wireless technologies will continue to be offered and you can keep these services.

IMPORTANT QUESTIONS TO CONSIDER AND 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 peak 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?

 Will nbn be offering services for children’s education and community use?

Yes. Internet plans are available for distance education children. See ‘Remote and Isolated Communities and Distance Education’ for more information.

What do I do if something goes wrong?

You should contact your RSP if something goes wrong. See 'Interruptions, faults and repairs' for further information on what to do if something goes wrong and 'Who to contact, complaints and further information for contact details.

I am due to get satellite, but I would rather have fixed wireless. What are my options for alternative nbn networks?

If you wish to consider an alternative technology other than satellite, nbn offers a ‘technology choice’ program. There are two possibilities. The first is area switch. This is where a number of properties in an area collectively pay to receive a different technology. The second is individual switch, where one property pays to switch technology.

Both of these options can cost a significant amount of money. Costs range from a few hundred thousand dollars to millions of dollars, depending on the complexity and size of the switch required.

In 2016 ACCAN commissioned a follow-up to our 2014 Disability Mystery Shopping survey. Disappointingly, the results indicate that little has changed for consumers with disability in the intervening years. Telco sales staff have very little knowledge of products or services suitable for consumers with disability.

Despite industry initiatives to improve the availability of appropriate information after the 2014 survey consumers with disability continue to struggle to find relevant and useful information about mainstream telecommunications products.

Read more: Disability Mystery Shopping report 2017

The summary below outlines ACCAN's activities from 1 June – 31 August 2018.

Read more: Quarter 1, FY18-19

Centre for Accessibility

In 2021, the Centre For Accessibility (CFA) Australia undertook research to improve the accessibility of websites and apps provided by the telecommunications sector.

Read more: Telcos for all: Addressing Key Accessibility Issues Faced by Consumers on Telco Carrier Websites

Planning on heading away with family or friends this summer?

With many Aussies choosing to holiday at home this year, travelling to rural, regional or remote areas can be a great idea for people wanting to escape the bustle of the city. However, city-dwellers who haven’t travelled into remote parts of the country before may not be aware of the things you have to consider when it comes to staying somewhere new.

Read more: Preparing for emergencies when telecommunications services go down

Tablet devices - Victoria

Households are increasingly feeling the impact of higher costs of living. New research by the Australian Communications Consumer Action Network (ACCAN), conducted in March, has revealed a fifth of consumers reporting that they missed a payment for a phone or internet service because they could not afford it.

Among those that were surveyed, of those responsible for paying telco bills in their household, 38% experienced phone and internet payment problems in the last 2 years. Over a quarter (26%) of the 1000 consumers surveyed regarded their phone and internet costs as unaffordable.

Read more: 1 in 5 Australians struggling to pay a Telco bill

Read more: Laetitia Kwan

ACCAN recently submitted our comments to Communications Alliance on the C570:2024 Mobile Number Portability Industry Code.

ACCAN considers the current Code to be largely meeting its intended objectives: providing guidance for industry and providing appropriate consumer protections.

We consider that the success of the Code merits a review of the performance levels outlined in section 3.5 to reflect advances in technology and business processes.

Read more: C570:2024 Mobile Number Portability Industry Code

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

2508+ Disconnected
Able Australia
Acceleon
AccessPlus WA Deaf
Achieve Australia
ACT Council of Social Services Inc.
Adult Learning Australia
Association of Independent Retirees
Australian Council of Social Service
Australian Federation of Deaf Societies
Australian Federation of Disability Organisations
Australian Privacy Foundation
Australian Regional Business Development Specialists
Australian Seniors Computer Clubs Association
Australian Smart Communities Association
Better Hearing Australia
Better Internet for Regional, Rural and Remote Australia (BIRRR)
Blind Citizens Australia
Broadband for the Bush
CARE Inc
Central Land Council
Centre for Appropriate Technology
Centre for Inclusive Design
Centre for Indigenous Technology, Information & Engineering Solutions
CHOICE
Collective of Self Help Groups
Combined Pensioners and Superannuants Association of NSW
Combined Pensioners and Superannuants Association of Victoria
Communications Rights Australia
Community Broadcasting Association of Australia
Community Legal Centres NSW
Consumer Action Law Centre
Consumer Credit Legal Service WA
Consumer Policy Research Centre
Consumers' Association of South Australia
Consumers' Federation of Australia
Cotton Australia
Council of Small Business Organisations of Australia
Council on the Ageing Australia
Council on the Ageing Western Australia
Country Women's Association of Australia
Deaf Australia
Deafblind Australia
Deaf Children Australia
Deaf NT
Deaf Society of NSW
Deafness Forum of Australia
Desert Knowledge Australia
Differently Abled People Association Inc.
Digital Tasmania
Electronic Frontiers Australia
Ethnic Communities Council of WA
Expression Australia
Family Drug Support
Federation of Ethnic Communities Councils of Australia
Financial Counsellors Association of Queensland
Financial Counsellors Association of Western Australia
Financial Counselling Australia
Financial Counselling Victoria
Financial Rights Legal Centre NSW
First Nations Media Australia
Westjustice (Footscray Community Legal Centre)
Health Consumers of Rural & Remote Australia
Hitnet
HK Training & Consultancy P/L
IDEAS NSW - Information on Disability & Education Awareness Services
IEEE Society for the Social Implications of Technology (SSIT) – Australia Chapter
Illawarra Legal Centre
Indigenous Consumer Assistance Network
Infoxchange
Inner Sydney Regional Council for Social Development
Internet Australia (formerly Internet Society of Australia)
Isolated Children's and Parents Association Australia
Isolated Children's and Parents Association QLD
Isolated Children's Parents' Association NT
Isolated Children's Parents' Association NSW
Isolated Children's Parents' Association WA
itControl
Kingsford Legal Centre
Leep NGO Inc
Macarthur Legal Centre
National Association of Community Legal Centres
National Children's and Youth Law Centre
National Council of Women of Australia
National Ethnic Disability Alliance
National Farmers Federation
NSW Farmers Association
People with Disabilities WA
People with Disability Australia Inc
Physical Disability Australia
Physical Disability Council of NSW
Public Interest Advocacy Centre
Queensland Consumers Association
Queensland Council of Social Service
Redfern Legal Centre
South Australian Financial Counsellors Association
Tasmanians with Disabilities Inc.
Tenants Queensland Inc.
The Benevolent Society
Think + DO Tank Foundation Limited
Uniting Care Wesley Bowden
Vision Australia Limited
Westwood Spice
Women's Legal Services Australia
Women's Legal Services NSW
Women with Disabilities Australia
Youth Affairs Network of Queensland

Download: About the National Relay Service59 KB

Download: About the National Relay Service422.3 KB

People who are Deaf, hearing-impaired or speech-impaired are unable to access telecommunications without specialised equipment and services. Since 1995, the Australian Government has overseen a National Relay Service (NRS) which enables people with these disabilities to conduct real-time conversations with other people. The funding for the NRS is provided by a levy on eligible telecommunications carriers.

The NRS offers a number of different relay services allowing greater communication options for people who are Deaf, hearing impaired or speech impaired. These include:

Read more: About the National Relay Service

With the rollout of the National Broadband Network underway, many consumers want to know what Australia’s future will be like with universal access to high-speed broadband. What sort of services and applications in the home will telecommunications providers be able to offer their customers? What sort of education and health services can be delivered? Do we have sufficiently strong consumer protections to deal with a rapidly changing market and the proliferation of social media and cloud computing? How can we make sure no Australian gets left behind?

Read more: Our Broadband Future – ACCAN National Conference 2011

Download: ACCAN Magazine Issue 15 Autumn 2015.pdf1.47 MB (Note: reading order not acessible)

Download accessible version: ACCAN Accessible Magazine - Autumn 2015.docx43.95

KB

Sky Muster satellites were purpose-built to provide a fast broadband connection to Australian homes and businesses, so it is expected to perform to a higher standard than previous satellite services.

With Sky Muster services you will be able to take advantage of a broader range of services available over the internet, such as listening to radio, data voice calls (called Voice over IP or VoIP), tele-health and streaming movies as well as checking email, browsing the internet, banking online, and accessing government websites.

Note: Care must be taken with activities requiring high levels of data to ensure usage caps are not exceeded.

Are there things I will not be able to do?

Due to the distance of the satellite, services which require instant communication may not be as responsive as an earth based network. This time delay is called latency. Activities such as voice calls and online auctions may be affected.

Will Sky Muster work during all weather conditions?

Sky Muster, like all satellite services, is affected by weather conditions. The weather at your house and at the ground station, such as rain, storms, cloud cover and dust may all affect services. nbn has specially designed the dishes to adapt to different circumstances, such as storms. However, you might experience lower performance levels during some weather conditions and there may be periods where the service does not work.

You should be aware of this if Sky Muster is your only source of communication. Alternative options should be considered in cases of emergencies.

Will speeds and performance on Sky Muster be better than previous services?

It is expected that services will perform better and be more reliable. Sky Muster is offering two speed levels: up to 12/1Mbps and 25/5Mbps. This is faster than current satellite services, which offer up to 6Mbps.

ACCAN is calling for a whole-of-government procurement policy for accessible ICT to enable Australians with disability to have greater opportunity for economic, social and community participation.

The Australian Commonwealth Government does not have a comprehensive procurement policy for the purchase of accessible information and communications technology (ICT). The negative roll-on effects of this policy gap have significant implications for the whole Australian community. In particular the ramifications of this ongoing policy gap continue to disadvantage and exclude some of our most vulnerable citizens with disability.

Read more: Accessible ICT procurement

Results from a survey commissioned by ACCAN show that 12 per cent of respondents had experienced unexpected third party charges on their mobile phone bills in the last six months. Consumers can opt out of these services by texting ‘STOP’ to SMS notifications they receive from third party providers. However, ACCAN’s survey found that over three quarters (77 per cent) of people who replied ‘STOP’ still had the charge added to their bill. Over a third (36 per cent) of unexpected charges were for $10 or more.

Read more: Third Party Charges - consumer experiences and expectations

The summary below outlines ACCAN's activities from 1 March – 31 May 2018.

Read more: Quarter 4, FY17-18