Media Releases

ACCAN's work informs public debate about consumer issues in the communications landscape.  Welcome to our collection of the latest news and current affairs that impact communications consumers. 

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Peak communications consumer body ACCAN has welcomed the findings of the Regional Telecommunications Independent Review Committee (RTIRC) 2024 report, particularly the call for action on stronger consumer protections under the Telecommunications Consumer Protections (TCP) Code and universal service reform in 2025.

The report was released a day before the latest draft of the updated TCP Code was released for public consultation.

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Peak communications consumer body ACCAN has welcomed regulatory action against Telstra for significant Triple Zero failings earlier this year, and urged a modernisation of Triple Zero services.  

Telstra has been fined more than $3 million for 473 breaches of Triple Zero rules relating to an incident on 1 March 2024, during which Telstra’s Triple Zero call centre was hampered in transferring calls to emergency services for 90 minutes. Customers were unable to access the service as expected.

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Consumers will now have a voice at the table to determine how the NBN can better serve the needs of communities around Australia thanks to a $2.56 million funding grant from the Australian Government to the Australian Communications Consumer Action Network (ACCAN).

As the peak communications consumer body, ACCAN’s new funding will allow it to advocate for the interests of consumers under a new framework of economic regulation approved by the Australian Competition and Consumer Commission (ACCC) known as the Special Access Undertaking (SAU). The framework will propose NBN expenditure, service standards and pricing for the regulatory period commencing 1 July 2026 through to 30 June 2029.

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In a significant win for Australians fed up with the onslaught of fake, deceptive and damaging text message scams, the SMS Sender ID Register will be made mandatory.

ACCAN, Australia’s peak communications consumer group, have been calling for the Federal Government to implement a mandatory register throughout 2024. The Register will help consumers more easily determine whether a text message is a scam or legitimate notification from businesses, service providers and government.

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National communications consumer body ACCAN is encouraging consumers to Stop, Check, and Protect to remain scam safe this Black Friday and Christmas sales season.

With nearly $7 billion expected to be spent in the four-day period between Black Friday and Cyber Monday, criminals will be intensifying efforts to steal money from unsuspecting online shoppers.

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ACCAN has welcomed the transparency of data released this week by the Telecommunications Industry Ombudsman which highlights a small year-on-year jump in complaints as well as the telling figure of 30% of consumers not being able to reach a resolution after it is referred to their telco.

ACCAN CEO Carol Bennett said, “consumers rely on mobile, internet and landline services for essential connectivity and the transparency provided by this report highlights much room for improvement in the management of consumer telco complaints.”

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ACCAN has today welcomed the decisive action by the Australian Communications and Media Authority (ACMA) in holding Optus to account and issuing a $12 million fine for risking the welfare of hundreds of consumers during the widespread outage of November 2023. This latest fine signals the need for the company and its new CEO, Steven Rue, to put consumers first in its business practices.

The ACMA has found that 2145 people attempted to reach Triple Zero services during the outage, which it described as ‘preventable’. Optus failed to follow up on the welfare of nearly 370 customers once the outage was resolved, as they are required to do.

ACCAN CEO Carol Bennett said, “We know that new rules which set standards for telco practices during outages are soon to come into effect. Thankfully, this may serve to prevent this occurring in future.”

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The peak body for communications consumers, the Australian Communications Consumer Action Network (ACCAN) today described the alleged actions of Optus in mis selling products to vulnerable consumers as ‘unconscionable’ and called on the Federal Minister for Communications Michelle Rowland to directly regulate the industry to end this pattern of behaviour by telcos. 

The ACCC has today alleged disgraceful conduct by Optus – Australia’s second largest telco. Court action has been launched which accuses Optus of taking advantage of consumers, predominately First Nations, regional consumers, consumers with a disability, and low-income consumers.

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There is less than one week to go until Telstra and Optus close their 3G networks, and ACCAN is calling on consumers to make final preparations.

Despite significant efforts from major telcos, government, media and consumer representatives, some Australians will still be impacted by the shutdown.

In a recent update, Minister for Communications Michelle Rowland warned that there are still around 60,000 devices in the community that will not be able to contact Triple Zero after 28 October. This number is an improvement on initial estimates but remains too high.

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Today’s announcement from Prime Minister Anthony Albanese, Treasurer Jim Chalmers and Assistant Treasurer Stephen Jones reflects consistent efforts from consumer advocates to improve shady practices employed by some businesses, and particularly digital platforms.

Unfair practices cost consumers more than just money – it costs them valuable time, reduces consumer confidence in markets and distort consumers’ ability to make free choices. ‘Unfair’ trading practices fall into a category of conduct which can be harmful, subtly manipulative or exploitative, but don’t reach a legal benchmark for unconscionable conduct – which is illegal. This reform will plug the gap between the law and community expectations.

ACCAN CEO Carol Bennett welcomed this move from the Prime Minister and urged the government to consider any reforms which result in better consumer outcomes.

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ACCAN has today welcomed the Albanese Government’s introduction of legislation to the parliament to keep the National Broadband Network in public ownership. 

ACCAN supports NBN Co in its mission to deliver affordable, accessible, high-speed broadband to all Australians. This legislation ensures that the public interest will remains front and centre. 

Australian taxpayers have outlaid nearly $60 billion for the construction of the NBN in the 15 years since it was established.

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Today’s announcement from Minister Rowland that Australians facing domestic and family violence (DFV) will receive new, stronger protections for their essential communications services is a significant and welcome development.

This decision follows years of advocacy from ACCAN and others in the community sector, urging more robust protections about the use of telecommunications services by DFV victims, and the misuse of technology by DFV perpetrators. Through media releases, policy submissions and consultation, we have called for protections that ensure telcos act responsibly when dealing with vulnerable customers.