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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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.

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A broad coalition of consumer advocates is calling for the Albanese Government to make one fundamental change to the proposed Scams Prevention Framework (SPF) and put reimbursement at its core, warning that without this improvement the SPF is not going to work for the tens of thousands of Australia’s robbed by scammers.

The group’s call is a core part of their submission -with seven key recommendations- in response to the Government’s Consultation on the exposure draft of the Scams Prevention Framework.

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A report from the Telecommunication Industry Ombudsman (TIO) of a 14.6% reduction in consumer complaints over the past year is unlikely to be an indication of improved satisfaction with communications services.  The reduction in complaints is more likely to indicate that telco consumers are increasingly giving up on the complaints process.

Over 50% of consumers report having at least one problem with their communications service in the last year.  This fact alone should temper any industry claims that a reduction in complaints is a good outcome.  The disconnect between customer’s experiences of their telco provider and a reduction in the level of complaints suggests the telecommunications complaints mechanism is not working or not fit for purpose.

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The government’s draft Scams Prevention Framework, set to be put to Parliament later this year, will make a difference in the fight against scams. However, by not securing mandatory reimbursement for scam victims, it falls short of what is needed.

ACCAN – the peak body for Australian communications consumers – welcomed the draft scams prevention legislation earlier this month alongside other consumer advocates despite some caveats, including the absence of a mandatory reimbursement requirement on large corporations.

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Changes to Triple Zero rules announced by Minister for Communications Michelle Rowland today are an important step to enhance public safety.

ACCAN – Australia’s peak body for communications consumers – welcomes today’s announcement by the Minister that several new requirements will apply to mobile carriers in relation to the Triple Zero service.

The range of changes included in a ministerial direction to the Australian Communications and Media Authority (ACMA) will amend the Emergency Call Service Determination.

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Medical authorities must take urgent action to ensure that users of up to 200,000 medical device are aware of the health threat posed by the looming 3G network shutdown.

ACCAN CEO Carol Bennett said the recent delay to the shutdown of the 3G network was to be applauded, but there was growing concern that people were not being warned about the impact on medical devices.