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The opinion piece below was written by ACCAN CEO Carol Bennett for the Canberra Times. It was originally published on 13 December 2024.

Australians will go to the polls in the first half of next year with the cost-of-living crisis dominating the political agenda.

The skyrocketing costs of essentials have hit people hard. The housing crisis has sent rents spiralling, and supermarkets have been accused of price gouging on essential food items. The eye-watering cost of electricity and other utilities is also hitting hard.

But there is another essential service that has avoided the spotlight despite rising prices and significant consumer pain.

Today communications is an essential service. It's not only the ability for people to keep in contact with family and friends. A reliable, affordable mobile and internet plan is now critical to access important health and support services, to work, to study, and to be productive. Multiple forms of connectivity help us respond to natural disasters and life-threatening accidents.

And yet the nation's three major telecommunications companies - Telstra, TPG and Optus - have all hiked prices this year, blaming inflationary pressures and increased costs of doing business. Yet the resulting bill pressure has left consumers reeling.

We know that 57 per cent of low-income households and individuals struggle to pay for an NBN service. It is clear we cannot leave it up to telecommunications companies to champion a more affordable way forward.

As the federal government puts together its March budget there are a range of measures it should include to champion reliable and affordable access to communications and reverse our nation's disturbing digital divide.

Firstly, it should establish a concessional broadband service to improve the affordability of NBN services for consumers receiving government support.

There is a persistent lack of affordable, entry-level NBN offerings for households experiencing financial stress, with starter NBN plans costing $75 per month.

And yet the government could provide a subsidy to NBN Co to allow them to develop an unlimited 50/20Mbps service, price capped at $20 per month, for households that are receiving Commonwealth financial support.

These households would then only have to pay approximately $30 per month retail to access reliable internet.

But the government should go further and establish a National Device Bank (NDB) to provide free refurbished internet devices to those who are struggling financially.

Such a service would refurbish internet devices including mobile phones, tablets, laptop and desktop computers donated by corporate and government organisations once they have reached their initial end of life.

It is hard to overestimate the impact this could have given 51.6 per cent of lower income families reported they can't afford the digital devices needed for schoolwork.

And troublingly 84 per cent of students with inadequate access to a computer had trouble finishing class work and assignments.

Funding should also be directed to regional, rural and remote parts of Australia. This should include a move to transfer the Universal Service Obligation from Telstra to NBN Co and establish fit-for-purpose governance arrangements that ensure NBN Co is accountable and transparent.

And the Albanese government could do more to help all consumers in its looming federal budget.

It should fund the establishment of an independent plan comparison tool for the telecommunications market to assist consumers in finding a product that best suits their needs and budget.

As it stands, consumers are not appropriately supported to easily find and compare information about phone and internet plans.

That 50 per cent of consumers have not switched their telecommunications provider in the last five years, and almost 68 per cent of consumers haven't switched their provider in the last three years reflects this.

Such a tool would empower consumers with reliable and impartial information about which plan best meets their needs. It would encourage consumers to change their plans more frequently - inspiring greater competition and pressure to lower prices.

Consumers need robust legal protections. That is why the federal government should resource and expand the Telecommunications Industry Ombudsman (TIO) to become a Digital Communications Industry Ombudsman.

It could introduce mandatory internal dispute resolution standards covering digital platforms and fund a consumer voice to advocate for consumers on digital platforms policy matters.

Recent court action by the ACCC regarding unconscionable conduct by Telstra (actual) and Optus (alleged) highlights why the government needs to establish direct regulation for sales practices in the telecommunications sector. Some of our country's most vulnerable consumers face significant harm. Sales practices regulation would ensure that consumers are sold products that fit their needs and benefit consumers and telecommunications providers alike.

Digital communications are essential to Australian life. More needs to be done to make connectivity more affordable and to give greater protections to consumers.

These initiatives would bring cost-of-living relief without driving inflation. They would also enable more Australians to be productive and engaged. That's an investment in the future that the country should be making.

Read also at The Canberra Times

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The opinion piece below was written by ACCAN CEO Carol Bennett for the Sun Herald. It was originally published on 28 November 2024.

Imposing a ban on social media for those under 16 years of age won’t be simple and it certainly won’t be a silver bullet. But it is the right thing to do.

The government’s proposed ban has polarised policymakers, the media and experts. It has also become a 'play thing’ of the politicking that is now reaching a new levels as we approach an election in early 2025.

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Lead Image: Explainer - Social Media BanBackground

The government has proposed banning Australian children under the age of 16 from using social media platforms. If passed, children would no longer be able to use platforms such as:

  • Facebook
  • Instagram
  • X (formerly Twitter)
  • TikTok
  • Snapchat

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Man looking at computer while talking on phoneThe opinion piece below was written by ACCAN CEO Carol Bennett for the Canberra Times. It was originally published on 13 November 2024.

Australian consumers can be forgiven for feeling angry and disgusted at the behaviour of Australia's second-largest telco - Optus - for mis-selling products to vulnerable consumers.

Australia's consumer watchdog has launched court action alleging that Optus rorted consumers by pushing the sale of products they did not want, need or understand, and pursued many for debts resulting from these sales.

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On Friday 11 October, ACCAN CEO Carol Bennett and Deputy CEO Dr. Gareth Downing appeared before the Environment and Communications Legislation Committee. The Committee was hearing views on the Communications Legislation Amendment (Combatting Misinformation and Disinformation) Bill 2024.

The full transcript of their appearance can be found below, or on the Parliament of Australia website.

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The opinion piece below was written by ACCAN CEO Carol Bennett for the Canberra Times and Australian Community Media about draft anti-scams legislation. It was originally published on 27 September 2024.

Australians lost $2.7 billion to scams in 2023. These are scams we know about - the true losses are likely to be far greater.

The federal government has recently published draft scams prevention legislation (the Scams Prevention Framework), which will be put to the Parliament this year.

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On 13 September 2024, ACCAN, the Consumer Action Law Centre, CHOICE and Super Consumers Australia welcomed an announcement from the Albanese Government that consultation on a draft bill - the proposed Scams Prevention Framework - will start today. The joint statement can be found below.

“I congratulate Assistant Treasurer Stephen Jones and the Albanese Government for pushing ahead with these scam reforms, and imposing tough obligations on industry to protect consumers, I want to thank him for this important work,” Consumer Action Law Centre CEO Stephanie Tonkin said.

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Notice is hereby given that the Annual General Meeting of the Australian Communications Consumer Action Network Limited (ACCAN) will be held via Zoom, on Thursday 26th September 2024 from 4pm.

Date:  Thursday 26 September 2024
Time:  4pm (AEST)
Venue: Virtual Meeting via Zoom. Please register here by 24 September 2024

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The opinion piece below was written by ACCAN CEO Carol Bennett for the Canberra Times and Australian Community Media about the 3G shutdown. It was originally published on 19 August 2024.

Many Australians are doing it tough right now and the challenges confronting rural and remote parts of the country are especially acute.

The bush has always struggled to secure essential services, be it doctors, teachers or trades. Communications services are equally essential.

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Nominations close Tuesday, 27th August 2024, 4:00 pm AEST (Sydney).

ACCAN is seeking nominations for Directors to fill two (2) vacancies on its Board.

In accordance with the ACCAN Constitution, the 2024-2025 ACCAN Board will consist of nine (9) members[1]. Seven (7) positions are continuing Directors from the 2023-2024 Board. One (1) Director is retiring from the Board having completed two full terms and is ineligible for re-election in 2024-25. One (1) Director has completed the first full term and is eligible for re-election. In accordance with Section 20 of the ACCAN Constitution, Board members are elected for a three-year term.

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3G shutdown: Australian map, calendar, and mobile phone showing alarm and alert symbolsAustralian telcos are turning off the 3G network

Australian telecommunications companies are closing their 3G networks to increase the capacity and speed of 4G and 5G services. Devices that only connect to 3G won’t be able to make or receive calls and texts or access the internet. Some early 4G devices are also impacted.

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A guide for consumers

The telecommunications regulator, the ACMA, has developed a new regulation called the Telecommunications (Financial Hardship) Industry Standard (the FH standard), which builds upon protections in the existing Telecommunications Consumer Protections Code (TCP Code). The FH Standard will commence on March 29, and compliance is mandatory.

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