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ACCAN has today welcomed the announcement from Minister for Communications Anika Wells that the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 has been finalised and will come into effect on 1 July 2025 as a crucial milestone for Australians experiencing domestic, family and sexual violence.
Read more: New telco rules to assist most vulnerable only weeks away
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The opinion piece below was written by ACCAN CEO Carol Bennett for the Canberra Times and Australian Community Media. It was originally published on 7 June 2025.
Virtually every man, woman and teenager has a mobile phone. Ninety-eight per cent of adults use mobile phones for calls.
Read more: The billion-dollar industry with scant consumer protections
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ACCAN recently submitted to the Department of Infrastructure, Transport, Regional Development, Communications, Sports and the Arts’ (the Department) consultation on the design features of the National Regional Roads Australia Mobile Program (National RRAMP).
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Peak communications consumer body ACCAN has expressed concern following today’s news that Telstra has been fined for failing to maintain access for more than 12 hours to the 106 emergency call service used by Australians with hearing and speech impairments.
Read more: Telstra emergency service outage ‘a near-miss' - with lessons to be learnt
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ACCAN recently submitted to the ACCC’s review of the Broadband Speed Claims Industry Guidance. The guidance advises retailers on how to accurately advertise broadband speeds to consumers. This update was prompted by NBN’s announcement of accelerated speed tiers that will be introduced in September 2025.
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The Australian Communications Consumer Action Network (ACCAN) is pleased to provide this submission on the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts’ (the Department) Consultation Paper: Statutory Infrastructure Provider Regulated Broadband Speeds.
Read more: Statutory Infrastructure Provider Regulated Broadband Speeds.
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ACCAN recently submitted to Communications Alliance’s scheduled review of G596:2013 Communication Support for Emergency Response Industry Guideline (the Guideline).
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ACCAN recently submitted to Communications Alliance’s scheduled review of the G522:2016 Calling Number Display Industry Guideline (the Guideline).
Read more: Schedule review of G522:2016 Calling Number Display Industry Guideline
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Too many Australians are being pressured into phone and internet deals that don’t meet their needs. The industry-drafted rules that are in place to protect consumers from harmful sales practices simply aren’t working, and must be replaced with direct regulation, says the Fair Call Coalition – 23 peak consumer bodies with an interest in a fair deal for telco consumers.
Read more: Put consumers before commissions: advocates call for sales and credit reform
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Executive Summary
Telecommunications sales practices must prioritise the best interests of consumers over commercial gain. The obligations in the Telecommunications Consumer Protection (TCP) Code for carriage service providers (CSPs) to ensure responsible sales are inadequate and do not provide appropriate community safeguards to communications consumers.
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Executive Summary
Robust and comprehensive assessments of a consumer’s capacity to pay (credit assessments) help ensure consumers can confidently participate in markets and access products and services they can afford. The obligations in the Telecommunications Consumer Protection (TCP) Code for carriage service providers (CSPs) to conduct credit assessments are ineffective and do not provide appropriate community safeguards to communications consumers. Credit assessment obligations must be sufficiently robust to protect consumers against financial harm, while ensuring that financially capable consumers are not prevented from acquiring a service.
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Peak communications consumer body, ACCAN is deeply concerned about the impact of Telstra’s announcement of imminent price increases on mobile and internet plans on consumers struggling with the cost of living.