Earlier this year Google and ACCAN partnered to offer a paid internship opportunity with ACCAN. Applicants were invited to submit a brief proposal outlining a research project on an emerging communications consumer issue.

The winner was recent law graduate David Seidler, who tackled the hot topic of data retention. Seidler’s report Hacking the Grapevine: Data Retention and protecting Australian consumer privacy is a first-class piece of research by a talented up-and-coming lawyer.

Read more: Hacking the Grapevine

Summary of ACCAN's activities from 1 September to 30 November 2014.

Read more: Quarter 2, FY14-15

Queensland University of Technology, Digital Media Research Centre

Grant round: 2016

Amount: $59,860

Read more: Australian consumer access to digital media content

Consumers often experience long wait times and poor customer service when trying to resolve issues with their telcos, but how much time does this take, and at what cost?

To find out, ACCAN commissioned a survey to ask 2994 consumers about their experiences when they contact their telco. Based on the results, we have worked out the cost to consumers in time lost resolving their telco issue, instead of doing something else.

Read more: Still Waiting … the cost of customer service

The Australian Communications Consumer Action Network (ACCAN) is pleased to have been named as a successful recipient in the auDA Foundation 2021 Grants Program.

The auDA Foundation has awarded grants to 15 organisations for education and research initiatives that enhance the utility of the Internet for Australians across three key areas:

• Digital inclusion (with an emphasis on First Nations peoples)
•  Cyber security for small business
• Internet access for young Australians

Read more: ACCAN Awarded auDA Foundation Grant to Empower Small Businesses

Mobile devices - Tasmania

Read more: Evana Wright

ACCAN recently submitted to the Senate Select Committee on Australia's Disaster Resilience (the Committee). In response to the impacts that natural disasters may have on telecommunications consumers in regional, rural, and remote areas, ACCAN believes the Committee should consider: 

Read more: Select Committee on Australia's Disaster Resilience

ACCAN's fine print project into misleading or unfair terms in telco consumer contracts was undertaken by researcher Dr Jeannie Paterson, a consumer law expert from Melbourne Law School. Dr Paterson examined the contracts for 42 products across ten providers.

Read more: Fine Print project

Summary of ACCAN's activities from 1 March to 31 May 2014.

Read more: Quarter 4, FY13-14

Curtin University, Department of Internet Studies

Grant round: 2017-18

Amount: $32,000

Read more: Audio Description in Australia: An Online Resource

ACCAN’s Survey reveals telecommunications services are essential to small businesses but they are being let down by performance and customer service.

ACCAN surveyed 183 small and medium sized businesses between September – October to gain an understanding of SME’s experiences with their telecommunications providers during the pandemic.

Issues of speed, reliability, poor customer service and high costs were predominant. Of all the issues, speed and reliability was mentioned the most, with 39% of SMEs who provided feedback citing poor service performance, slow internet speeds, dropouts, outages, congestion and unacceptable latency.

Read more: Telco service essential to small business

The Australian Communications Consumer Action Network (ACCAN) has welcomed the ACMA’s action against Telstra for breaching consumer privacy rules related to the Integrated Public Number Database (IPND).

“It is vital that consumer information stored in the IPND is accurate and secure. Emergency services use the IPND, as well as a range of other information, to locate people calling for assistance,” said ACCAN Acting CEO Andrew Williams.”

Read more: ACCAN Comments on Telstra's $2.5 million penalty for customer privacy and public safety failures

Mobile devices - South Australia

Read more: Chris Young

ACCAN recently submitted to the ACCC’s consultation on the Environmental and sustainability claims - Draft guidance for business (the Draft Guidance).

ACCAN supports:

Read more: Environmental and sustainability claims - Draft guidance for business

ACCAN commissioned ACA Research to analyse the global roaming charges of 12 popular providers across the top ten overseas destinations visited short-term by Australian residents. The research took place during July and August 2013 but was was updated with new pricing details in September and October 2013.

Read more: ACCAN global roaming research

Summary of ACCAN's activities from 1 June to 31 August 2014.

Read more: Quarter 1, FY14-15

WESNET (Women's Services Network) Incorporated

Grant round: 2019

Amount: $49,807

Read more: Staying Safe: Empowering Women to Navigate Privacy, Safety and Security Mobile Apps in the...

With much of Australia’s east coast currently impacted by wild weather, many Australians have found themselves evacuated or having lost telecommunications services due to the impact of this strong weather.

Which mobile phone and nbn sites have been impacted?

Optus

Visit Optus’ website to get the latest updates for customers in flood-impacted areas

Telstra

Visit Telstra’s website to get the latest updates for customers in flood-impacted areas

Read more: NSW and SE QLD Telco Floods Support Updates

New research from the Australian Communications Consumer Action Network (ACCAN) has revealed that almost three in four Australians agree that it needs to be easier to make a complaint and to get their issues resolved when dealing with digital platforms such as Facebook, WhatsApp, eBay, and Service NSW.

A nationally representative survey of 1,000 Australians conducted by the peak body for communications consumers using Ipsos’ Digital Omnibus online survey found that 74% of respondents think that it needs to be easier for people to make a complaint, and 78% think that it needs to be easier for people to get their issues resolved on digital platforms. Digital platforms were defined as websites and apps such as social media, Government online services, job search sites, dating apps, messaging apps and online marketplaces. ACCAN’s polling also shows that 60% of Australians feel there’s not much they can do when something goes wrong online. 

Read more: New research finds nearly three-quarters of Australians want better complaints handling from...

Mobile devices - Northern Territory

ACCAN recently submitted to the Department of Infrastructure, Transport, Regional Development, Communications and the Arts (the Department) consultation on possible amendments to pit and pipe exemption criteria. ACCAN supports, in part, the proposed changes, and we further recommended that the Department:

Read more: Consultation on possible amendments to Pit and Pipe Exemption Criteria

Anglicare Victoria's Hardship Survey 2013, part-funded by ACCAN, surveyed 325 low-income clients regarding their access to telecommunications and whether they struggle to afford these services. Participants were taken from across 25 emergency relief and financial counselling services in metropolitan and non-metropolitan Victoria.

Read more: Affordability for low-income consumers