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The Australian Communications Consumer Action Network (ACCAN) has welcomed news that NDIS participants will be able to purchase Assistive Technology to help them through the COVID-19 crisis and self-isolation.

“Having access to the right phone or assistive technology is vital for people with disability to be able to access important telehealth services during the COVID-19 pandemic,” said ACCAN Director of Inclusion Wayne Hawkins. “Allowing NDIS participants to use their existing plan funding to purchase Assistive Technology is a very welcomed step by the Government.”

Mr Hawkins explained that it was important for consumers to understand what mainstream and Assistive Technology is available and may best suit their individual needs.

ACCAN recently submitted to the Mobile Network Hardening Program Round 2 – Draft Grant Opportunity Guidelines. In our submission we recommended that the Department of Infrastructure, Transport, Regional Development, Communications and the Arts should:

The tragic events in Queensland have demonstrated many of the strengths and unfortunately some of the weaknesses of Australia’s emergency services and warnings systems. This report explores one important dimension of our emergency management framework, namely access to emergency services and emergency information by people who have a disability, particularly those who are Deaf or have a speech or hearing impairment.

The University of Melbourne

Grant round: 2013

Young woman in yellow shirt on smart phone looks at watch
ACCAN often hears stories from consumers spending hours waiting and trying to resolve problems with telcos (eg on the phone, in shops, or via chat windows). We know that all this time has a value to consumers but what is the cost?

A new report released today from ACCAN provides advice on how to estimate the cost of consumer wait time.

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The Australian Communications Consumer Action Network (ACCAN) has applauded the expansion of Medicare-subsidised telehealth services for all Australians. However, the peak body for communications consumers cautioned that the full benefits of telehealth may not be realised if Australians are not online.

“While it is pleasing that the Government has listened to the medical community and made bulk-billed telehealth services available for all Australians, the underlying issue of connectivity remains,” said ACCAN CEO, Teresa Corbin.

ACCAN recently submitted to Communications Alliance’s consultation on C570:2009 Mobile Number Portability.

ACCAN supports measures to make it easier for consumers to switch between service providers while keeping their phone number. ACCAN considers the current code to be meeting its intended objectives: providing guidance for industry and providing consumer protection. Given the success of the code to date, we suggest a review of the performance levels outlined in the Code in the future as technology allows.

The Footscray Legal Community Centre (FCLC) together with ACCAN has released a report entitiled Taking Advantage of Disadvantage: Case studies of refugee and new migrant experiences in the communications market, finding that in many cases telcos are taking advantage of this already disadvantaged and highly vulnerable group.

Albury Wodonga Volunteer Resource Bureau

Grant round: 2012

Appearing at ACCAnect 2019 - Delia Rickard - Deputy Chair of the ACCC, Nerida O'Loughlin – Chair of the ACMA and Judi Jones - Telecommunications Industry Ombudsman

At ACCAN's national conference, ACCANect 2019, attendees will have the opportunity to hear from experts from across the telco industry, including Delia Rickard - Deputy Chair of the ACCC, Nerida O'Loughlin – Chair of the ACMA and Judi Jones - Telecommunications Industry Ombudsman. 

These three organisation protect and enforce telco consumer safeguards in Australia. While they each handle different aspects of telco consumer protection, together they work towards safeguarding Australian telco consumers.

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The Australian Communications Consumer Action Network (ACCAN) has urged the Federal Government to prioritise a specific stimulus strategy for telecommunications services to keep Australians connected during the COVID-19 pandemic.

Continuing social distancing and self-isolation efforts have resulted in millions of Australians increasingly relying on their home broadband service. As Australia’s peak body representing telecommunications consumers, ACCAN is calling on the Government to fast-track a proposal for a wholesale broadband concession that would provide financially stressed Australians with cheaper home broadband.

ACCAN recently submitted to Communications Alliance’s consultation on C657:2015 Inbound Number Portability.

ACCAN considers the current code to be meeting its intended objectives: providing guidance for industry and providing consumer protection.

University of Melbourne

Dr Bjorn Nansen, Dr Rowan Wilken, Dr Michael Arnold, Dr Martin Gibbs

Grant round: 2011 

Person using the computerHow much data do I need?

The data needs of every household are different, but the average household usage of data is between 80GB – 200GB per month. This means that most of the options outlined in our blog here would meet the needs of most households.

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A coalition of nearly 30 community sector organisations and advocates has urged the Federal Government to address the affordability of communications services and equipment to support Australians in need during the COVID-19 pandemic.

In a letter to the Minister for Communications, Cyber Safety Cyber and the Arts, Paul Fletcher, cross-sector community organisations including Australian Communications Consumer Action Network (ACCAN), CHOICE, The Australian Council of Social Services (ACOSS), and The Smith Family outlined several recommendations that would enable communities to keep connected, work remotely, and access essential services such as education, government services, and telehealth.

ACCAN recently made a submission to the Australian Bureau of Statistics (ABS) 2026 Census topic consultation. The submission received endorsement from the QUT Digital Media Research Centre (DRMC), the Australian Digital Inclusion Alliance (ADIA), the ARC Centre of Excellence for Automated Decision Making and Society (ADM+S), and the Centre for Inclusive Design (CfID). ACCAN’s submission recommended:

Market Clarity Pty Ltd

Grant round: 2012

Last week the communications regulator, the Australian Communications and Media Authority, announced the registration of a new version of the Telecommunications Consumer Protections Code.

What does this mean for telecommunications consumers?

The Code is important because it contains rules that govern the life cycle of the customer’s relationship with their telco. From the telco’s advertising, to sales and contract/service agreements, through to customer service and billing, and switching telcos. It also covers rules about what telcos have to do to if customers have difficulty paying their bills, how they handle credit and debt management, and financial hardship.

The Code has been around since 2007, and this is its second major revision.

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The Regional, Rural and Remote Communications Coalition (RRRCC) has welcomed NBN Co’s new measures to support better bush comms during the COVID-19 pandemic.

Communications services are a vital utility. As more people work from home and students are asked to study remotely, households will require more data to keep connected. NBN Co’s offer of an additional 45GB of data for nbn Sky Muster customers over the next three months will allow regional consumers greater flexibility to engage with education, telehealth, businesses and government services without worrying about exceeding their data cap.

ACCAN has provided feedback in response to the ACCC’s Issues Paper on the expanding ecosystems of digital platform service providers. The Issues Paper explores a range of questions related to digital platform ecosystems, Internet of Things (IoT) devices and consumer cloud services in Australia. ACCAN’s submission:

National Children's and Youth Law Centre (NCYLC)

Grant round: 2012

Computer displaying various options on NetflixAlthough wireless broadband services may not compete in terms of speed with a faster fixed broadband connection, they may be suitable for many households currently on a 12mbps NBN service. If you don’t have a home phone anymore, and only use your broadband for basic internet activities like web browsing, emails and social media, it may be time to cut the cord and shift to wireless. These services use the same technology as the internet on your mobile phone.

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The Australian Communications Consumer Action Network (ACCAN) has called on the nation’s telecommunications networks to ensure that no Australian is left offline during the COVID-19 pandemic.

While the world is undoubtedly entering uncertain times, it has been widely acknowledged that telecommunications networks will have an increasingly important role in keeping consumers connected. COVID-19 is expected to highlight the now vital role of reliable telecommunications services in the everyday lives of Australians, whether for work, education, health, or social use.

“The fact is that an internet connection is now a basic utility,” said ACCAN CEO Teresa Corbin. “If people can’t afford to be online, or aren’t guaranteed a reliable connection, there can be serious consequences.”

ACCAN has responded to the Federal Government’s thematic review of the Customer Service Guarantee (CSG). The CSG is an important consumer protection as it requires telecommunications service providers to connect and fix landline services within specified time frames.

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