Key Dates
Next Grant Round:
Applications for funding will open early 2025.
> Information about our Grants Program
Independent Grants Panel:
Results of the recent EOI will be notified Dec 2024.
> Information about our Panel
We can help: grants@accan.org.au
or phone 02 9288 4000
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Appropriate device access remains a pervasive challenge for many Australians, with First Nations Australians among the most digitally excluded. Meanwhile, annually the Australian public and corporate sector refreshes c.2 million devices, with most being sold on international markets or recycled. This project supports the establishment of a National Device Bank (‘NDB’) model through a targeted First Nations proof of concept. A NDB seeks to distribute refurbished technology, donated by companies and government agencies, for free to digitally excluded communities. A NDB was also recommended by the First Nations Digital Inclusion Advisory Group (‘FNDIAG’), supporting Target 17 of Closing the Gap.
Read more: In progress! Enabling First Nations digital citizens through a National Device Bank
| Fair Call Campaign
Telcos are writing the rules that are meant to hold them accountable. It's no surprise they’re failing consumers. The Telecommunication Consumer Protection (TCP) Code is supposed to set rules for how telcos treat their customers. It covers things like sales practices, billing, credit checks, and customer service. Read more: Fair Call Campaign 2025 Preliminary research commissioned by the Australian Communications Consumer Action Network (ACCAN) raises alarm bells for policymakers and regulators. Findings point to widespread consumer harm and deep mistrust in the telecommunications industry. The polling, conducted as part of the first tranche of ACCAN’s consumer sentiment research, highlights troubling experiences of telco behaviour and unmet expectations. ACCAN recently submitted to the Australian Communications and Media Authority (ACMA) on their 2025-26 compliance priorities. The ACMA provides an essential regulatory function, and its compliance priorities have material consequences for Australian consumers. The purpose of the Disability Advisory Forum (DAF) is to discuss the most important telecommunications consumer issues from the perspective of key representative in the disability sector, with a view to incorporating these into ACCAN's work priorities. The function of the Disability Advisory Forum is to:
Download: Making the Right Call: Your Rights As a Phone and Internet Customer [Word 2007 Document - 46.84 KB] As a telecommunications customer, you have rights that apply to your mobile phone, landline phone, internet and, if it's provided by a telco, your pay TV service. ACCAN has produced a guide, Making the Right Call, that summarises your rights as a phone and internet customer as outlined in the Telecommunications Consumer Protections Code and other relevant laws, regulations and industry codes. Read more: Making the Right Call: Your Rights As a Phone and Internet Customer
There's no doubt communications are essential to our daily lives but with technology moving fast, sometimes it's hard to keep up! We produce a range of tip sheets that provide simple tips and tricks to help with a range of common telecommunications issues.
Financial hardship happens when you are unable to meet repayment obligations for a service that you're using. Basically, you're finding it hard to pay one or more of your bills. When people sign up to a plan or service, they're usually confident they'll be able to pay the bill. Unfortunately later, due to an unexpected event or circumstance, they are unable to pay anymore. In other cases, there are those that are unable to afford the bill from the beginning. These situations are all covered by the term 'financial hardship'. If you find yourself unable to pay you will need to tell your telephone, mobile or internet provider you are experiencing "financial hardship". The company's customer service representative can then offer you the help you need.
Our 2016 Conference is all about equipping consumers with the tools they need to get and stay connected to communications services. We have identified three key areas where consumers need better tools. Please share your responses with us on any of the questions below:
The Strategic Plan provides insights into ACCAN’s mission, values and strategic goals. The plan will direct the organisation’s work for the next three (3) years and sets out how ACCAN will achieve its vision of trusted, accessible, inclusive, affordable and available communications and digital services for all Australians. Download: Download:
What is Quickflix?Quickflix is a video on demand service provider that allows consumers to watch subscription or premium streaming video entertainment online. Key information about this provider includes:
How can I join and play videos using Quickflix?To join Quickflix, you will need a credit or debit card.
In addition, searches for Quickflix in Google can reveal bonus offers. There are also offers on the Quickflix site. To watch Quickflix, you will need a device that is:
Devices can include:
Specific information can be found on the Quickflix Device page. What accessibility features are common to playing videos online?There are two main features that support the playback of online videos in an accessible way:
In addition, the World Wide Web Consortium (W3C) has produced the Web Content Accessibility Guidelines (WCAG) 2.0 to make sure that creators of web and app content can include accessibility features such as captions, audio description and an accessible interface for assistive technology users. A simplified version of this standard is also available. How accessible is Quickflix?According to research conducted by Curtin University, Perth:
What tips and tricks can I use to overcome the accessibility barriers on Quickflix?Here are some tips and tricks provided by consumers that have used Quickflix to maximise your accessibility:
Are there more accessible video on demand services available?There are a number of different subscription video on demand services available to consumers, and these services offer different accessible content. With most services offering some form of free trial, it may be worth testing a service to determine which one works best for you. In addition to this tip sheet, Curtin University has also created tip sheets for Netflix Australia, Stan, Presto and Foxtel Play. The video I want to play is not accessible. What can I do?If you are unable to find or play a video due to accessibility issues, there are a number of steps you can take to voice your concerns. Please refer to the Video on Demand Subscription Services: Accessibility and Your Consumer Rights tip sheet created by Curtin University as part of this series or follow the links in the help section below. Where can I get additional help and information?For additional help regarding Quickflix, you can go to: The operation of the Australian Communications Consumer Action Network is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.
It is important to check that the provider offers coverage at your house!
Experiencing Financial HardshipWelcome to ACCAN’s financial hardship portal. Here you can find useful information about what you can do if you are struggling to pay your bills. Financial hardship happens when you are unable to meet repayment obligations for services that you’re using. Since the introduction of the Financial Hardship Standard in March 2024, telcos must provide short term assistance to customers - and cannot ask for proof until a certain time has passed. For more information, consult ACCAN's Quick Guide to Financial Hardship Standard. If you find yourself unable to pay a bill you will need to tell your service provider that you are experiencing financial hardship so that they can help you. You can also talk to a financial counsellor for free and anonymous help. Visit ‘How Can I Get Help’ to see the contact details for your service provider, and for more information about financial counsellors. Centrelink Telephone AllowanceIf you have a Pensioner Concession Card or Commonwealth Seniors Health Card, you might be eligible for the Government’s Telephone Allowance, as included in the Pensioner Supplement or Seniors Supplement. You can read more information about whether you can get the Centrelink Telephone Allowance by clicking here. Telstra Pensioner DiscountThe Telstra Pensioner Discount provides eligible pensioner customers with a monthly call discount on their Telstra home phone service. If you are eligible for the discount, you can also get free access to Call Control, a waiver on late payment fees, and fee-free payment options. You can register by calling Telstra on 13 2200. Telstra Home Phone Essential packageThe Telstra Home Phone Essential package is a cheaper home phone plan for eligible Telstra customers. To be eligible you must hold an eligible Health Care Card or Pension Concession Card.
Throughout our lives, we accumulate a variety of assets. In the past, these have traditionally included things such as houses, cars, finances and other tangible possessions. These assets are considered when drawing up a will in the event of our passing. Read more: How to prepare your digital legacy Write comment (0 Comments)These guides are designed to help you understand how to get your home or small business phone, mobile and internet connected, and how to get help if there are problems with your service. Talking Telco also includes great tips for saving money on your phone and internet service and how to stay safe online. Your Internet and Home PhoneLearn how to get connected to an NBN phone or internet plan and how to get help if things go wrong. If you need a satellite service you can download the Sky Muster Guide. Your MobileNeed help choosing a plan? Want to learn how to solve common problems? Find help here. Your Telco RightsCan’t afford your bill? Want to make a complaint? Learn about your rights as a telco consumer. Your Digital SafetyTips to help keep yourself safe online and over the phone. Your Money Saving GuideTips to help you cut costs on your phone and internet plans. Your Small Business GuidePhone and internet advice tailored for small businesses.
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Once you have chosen an NBN home internet plan, your telco will organise to have your home connected to the NBN. Read more: Connecting and Troubleshooting Your NBN Home Internet Service Write comment (1 Comment)
Data and internet useTrack your usageTo avoid excess usage charges or running out of data, it’s important to know how much data is included with your phone plan. Once you know your data allowance, you can set a usage limit on your mobile phone. This can be done in your phone’s settings. Read more: Using Your Mobile Phone Write comment (0 Comments)
Phone and internet bills can quickly add up. To help you keep costs down, we’ve pulled together our top mobile and broadband money saving tips. Read more: Mobile and Internet Money Saving Tips Write comment (1 Comment) |
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