Children and Media Australia (Formerly ACCM)

Grant Round: 2020

Amount: $48,000

Read more: Apps Can Trap - Tips for Protecting Children’s Privacy

Disinformation and misinformation are not new trends; digital content that is verifiably false, misleading, or deceptive has been around for almost as long as the internet has existed. However, over the last few years, we’ve seen growing awareness about the harms that disinformation and misinformation can cause to individuals and to trust in our systems.

After the ACCC’s Digital Platform Inquiry report was handed down in December 2019, the Australian Government asked digital platforms to develop a voluntary code of practice to help to address disinformation and misinformation.

In February 2021, DIGI, the non-profit industry association advocating for the digital industry in Australia, released The Australian Code of Practice on Disinformation and Misinformation. Digital platforms that sign up to this Code agree to abide by a set of rules, including publishing and implementing policies on misinformation and disinformation, providing users with a way to report content against those policies, and implementing a range of measures to reduce the spread and visibility of mis- and disinformation. They must also produce annual transparency reports about these efforts.

Read more: Disinformation and Misinformation on Digital Platforms

The Australian Consumer Action Network (ACCAN) is calling for the development of a retail registration scheme for telco providers which will give the Australian Communications and Media Authority (ACMA) greater visibility over the industry.

ACCAN wants to see the creation of an up-to-date register of providers, to improve the visibility of market participants. Creation of a register will benefit consumers, regulators and services providing by providing a trusted and central source of information that consumers can use to contact their telco.

Read more: Retail registration scheme a must for Aussie Telcos

Tablet devices - South Australia

Read more: Catriona Lowe

ACCAN recently submitted to the Senate Standing Committees on Environment and Communications’ consultation on the Telecommunications Legislation Amendment (Enhancing Consumer Safeguards and Other Measures) Bill 2023 [Provisions] (The Bill).

ACCAN supports the Bill as an important step in refining the telecommunications consumer safeguards framework. The Bill expands the Australian Communications and Media Authority’s reporting remit and improves the ability for consumers to gain compensation from Statutory Infrastructure Providers.

Read more: ACCAN submission to the Telecommunications Legislation Amendment (Enhancing Consumer Safeguards...

Please join us at a special event being held for our members to celebrate the first two years of Australia’s peak consumer body representing communications consumer. 

The members’ event will begin immediately after our AGM, commencing at 2pm.

Read more: AGM and special Members' event

The first version of Our Broadband Future came out in 2010, but ACCAN is pleased to report that despite new government policy directions and many debates over recent years, the four key principles on broadband espoused in our original statement have stood the test of time:

1. 1. Broadband for all.
   2. No consumer should be worse off during the transition and following the implementation of the National Broadband Network (NBN).
   3. Robust consumer protections and consumer engagement.
   4. Sustaining a competitive and fair market.
      
      

      Read more: Our Broadband Future policy position

Download: ACCAN Magazine - Issue 14 Summer 2015.pdf1.37 MB (Note: reading order not accessible)

Download accessible version: Accessible ACCAN Mag - Issue 14 Summer 2015.docx44.97 KB

What to do you if cannot get a broadband service while waiting for nbn to reach you

With the NBN officially completing its rollout in December 2020, most Australians should be on their way from switching out of ADSL connections. 

However, if you're one of the few Aussies still using ADSL, there are still options for you.

Read our six helpful steps if you can't get a broadband service.  You can compare the ADSL plans still on the market on sites such as WhistleOut and Finder.

The Government has committed to providing superfast broadband to all premises in Australia.

Broadband is a fast, always-on way of linking your premises to the internet and other services (such as videoconferencing, security monitoring and health monitoring services). Superfast broadband is capable of achieving 25Mbps and greater speeds.

To deliver superfast broadband to all premises the Government has created a company called the National Broadband Network (nbn) to modernise broadband infrastructure across Australia. In certain areas other companies may also provide this new infrastructure.

What services will this change affect?

Many services and equipment use telecommunications infrastructure, such as phone and voice service, internet, fax, medical alarms, security alarms, EFTPOS machines and elevator phones. These services and equipment may be affected.

Most voice services in Australia will be delivered over superfast broadband (called a VoIP service). Services will be of similar quality to the current technology.

Consumers in the satellite and fixed wireless areas will continue to have access to their current copper based voice services.

What are the benefits?

Providing all premises with superfast broadband will have two key benefits:

1. ACCESS

nbn will improve access and performance of broadband services across Australia, which has been very mixed. The Government initiative to provide superfast broadband to all premises will improve everyone’s access to and experience of broadband.

2. CHOICE

Currently many consumers can only access services from one provider.

As part of the initiative, the Government is aiming to increase competition between retail service providers (RSP's – i.e. Telstra, Optus, TPG, iiNet).

What infrastructure is being used?

nbn and the other infrastructure providers can determine which technology they will use once they meet the superfast broadband criteria (capable of delivering 25Mbps)

There are a range of technologies that can deliver superfast broadband. Premises will be connected through one of three technologies:

1. Fixed line technologies (such as Fibre optic cabling, Hybrid Fibre Coaxial (HFC), Very-high-bit-rate Digital Subscriber Line (VDSL), Fibre to the Node (FTTN), Fibre to the distribution point (FTTdp), Fibre to the Basement (FTTB))
   
   
2. Fixed wireless technologies, or
   
   
3. Satellite technologies
   
   

Who will supply superfast broadband to my premises?

For the vast majority of premises nbn will be upgrading and supplying the superfast infrastructure.

Some premises, especially in new or Greenfield developments, might have their superfast infrastructure supplied by another provider.

How to find out when you will get connected

Please check the nbn website to see how and when your premises will be supplied with a superfast broadband connection. 

If your premises is in a new development; check the ‘New Development map' to see who is providing the infrastructure.

Modernising the broadband infrastructure across Australia is a difficult task that will take a number of years to complete. It is expected that all premises will be served by superfast broadband infrastructure by 2021.

For further information and advice on how to connect, how to choose a plan, and what to do if there is a problem continue reading.

Note: you should always check for current information with your service provider when making decisions about phone or broadband services.

ACCAN and Infoxchange have come together to produce a report focusing on the more than 427,000 dwellings (about 5 per cent of housing stock) in Australia which fall into the category of social housing – housing provided by the government and community sectors to accommodate people in the lowest income brackets. Residents of social housing are more likely to fall on the wrong side of the digital divide, and face a range of barriers in getting connected. These barriers can be practical, such as getting permissions to install connections in old apartment blocks, budgetary, where the cost to sign up may be prohibitive, or may be related to digital literacy.

Read more: Social Housing and Broadband

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

Read more: Quarter 3, FY17-18

Deakin University

Read more: Enhancing Consumer Awareness of Privacy and the Internet of Things

ACCAN 2022 CommsDay Congress Speech
Andrew Williams – Acting CEO

CHECK AGAINST DELIVERY

Good morning,

Before I begin today, I’d like to acknowledge the Traditional Owners and Custodians of the land on which we meet today, the Peoples of the Kulin Nation. I also pay my respects to their Elders past and present.

For those who don’t know me I’ve been with the organisation for just under three years now, initially as Director of Operations and Deputy CEO role, and moved into this role when Teresa Corbin departed last October.

After more than two years of zoom and teams meetings it’s great to be here in person and see some familiar faces in 3D for the first time.

My ACCAN journey has provided a great opportunity to gain an understanding of the myriad issues in this space and I’m committed to our ongoing mission of ensuring that communications services are trusted, inclusive, and available for all.

As many of you are no doubt aware, for many years ACCAN has represented consumers on a wide range of issues which are encapsulated in our priorities:

• Increased reliability
• Improved accessibility
• A fairer telco market
• Affordable telecommunications
• Better infrastructure
• Growing consumer confidence

Read more: ACCAN 2022 CommsDay Congress Speech

The Australian Communications Consumer Action Network (ACCAN) welcomes the Federal Government’s announcement of a trial which will give up to 10,000 regional Australians on NBN Sky Muster Plus access to unmetered monthly data allowances and faster speeds in a bid to boost internet quality in the bush.

Beginning in March and running through to May this year, the trial aims to deliver faster download speeds of up to 100 Mbps for regional customers. Faster satellite services without data allowances is very good news for households and small businesses in regional and remote Australia.

Read more: Federal Government set to trial unmetered data in the bush

Tablet devices - Tasmania

Read more: Jennifer Medway

ACCAN recently submitted to the Australian Treasury’s Pre-Budget consultation to provide our views on priorities for the 2024-2025 Australian Budget. Our submission calls on the Federal Government to address the barriers faced by consumers in accessing affordable, quality, and reliable telecommunications by:

Read more: Pre-Budget Submission 2024-2025

Over the last year the communications landscape has changed dramatically. Consumers have never had more choice yet many consumers are confused about the products and services on offer, and service complaint numbers continue to rise.

In this conference we talk about how the market does, and does not, deliver for consumers. Is customer service improving? Will emerging technology provide better options for consumers in the future? What is the communications industry doing to focus on the vital service part of their businesses and how can it be done better?

Read more: ACCAN National Conference 2012: Delivering for Consumers

Download: My home broadband is slow or unreliable57 KB

Download: My home broadband is slow or unreliable301.81 KB

Many factors can affect the quality of your broadband connection. This can include the quality of the wiring to your home or your equipment inside the home. Read ACCAN’s tip sheet for more information on this.

If you cannot use the internet in the way you need to due to poor speeds or connection problems, you should:

1. Do an online speed test to compare your home internet speed to your retail service provider’s (RSP) advertised speeds. Keep records of the speeds you get and how many drop outs occur if your service is unreliable.
   
   
2. Contact your RSP and clearly state that you want to make a complaint about slow speeds or an unreliable service.

   Read more: My home broadband is slow or unreliable

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ACCAN, along with a number of Australian disability organisations, recommend that all governments, businesses and organisations immediately remove all inaccessible CAPTCHAs from their websites and replace them with accessible alternatives.

Read more: Community position statement on CAPTCHA

Download: Connecting Todays Consumer.pdf1.46 MB

Download accessible version: Connecting Todays Consumer.doc105.5 KB

In May 2015, ACCAN commissioned Galaxy Research to complete a survey of consumers regarding telco and ISP complaints. The survey found that 46 per cent of telco consumers reported having a problem with their phone or internet provider in the last year, representing more than 8.5 million Australians.

According to the survey, around one third of respondents (38 per cent) who had a problem with their phone or internet service, complained to their provider and were dissatisfied with the response from the telco. However, only nine per cent of these consumers escalated their complaint to the TIO suggesting that phone and internet providers have not improved the proportion of complaints that are resolved.

Read more: Telco and ISP complaints

The summary below outlines ACCAN's activities from 1 September – 30 November 2017.

Read more: Quarter 2, FY17-18