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Access to affordable telecommunications for all consumers is one of ACCAN's three key objectives. Affordability is becoming increasingly important as access to telecommunications services is essential for full economic, social and cultural participation.
For example, the main method of communicating with many government agencies is increasingly through online channels and, with the Coalition Government's Digital First Strategy, this will only become more widespread. This Strategy will require all government services and public interactions to be available online by 2017.
In order for the Digital First Strategy to be a success, all Australians need to have access to the internet. There are a number of factors that contribute to a lack of internet uptake, and affordability is often found to be a factor.
Read more: Affordable communications for all Australians
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Last week ACCAN's CEO, Teresa Corbin, and Director of Policy, Una Lawrence, travelled to the Electorate of Indi (northeast Victoria) to meet with residents and discuss issues around telecommunications services.
ACCAN was invited to attend community meetings and a meeting with local government representatives and businesses by Indi's Federal Member of Parliament, Cathy McGowan. Meetings were held in Beechworth, Wangaratta, Benalla and Oxley.
The issues experienced by residents are not unique to Indi and are experienced by many living in rural and remote areas. Availability and accessibility of quality communications services are key focus areas of ACCAN's work.
Read more: Indi residents experiencing a range of telecommunications issues
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If you haven't already registered for the ACCAN Conference you can still take advantage of early bird pricing until Friday, 31 July! Head to the Conference website to register now.
As you may already know, this year's Conference, Dollars and Bytes – Communications affordability now and tomorrow, focuses on the key issue of affordability. This is an issue that affects all consumers.
The program for the two days (1-2 September) is shaping up to be one of our best yet. Some highlights will include:
Read more: Early bird pricing for ACCAN Conference ends on Friday
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The Regional Telecommunications Review is an opportune time to take stock of telecommunications policy in Australia. Whether it is an oversubscribed interim satellite service or a Universal Service Obligation that hasn't been brought into the 21st Century, regional consumers are frequently left with shocking network performance and few avenues for redress.
ACCAN often hears the horror stories about regional communications. From a farmer in rural WA who despite successive 'repairs' had to hold his landline handset 10cm away from his ear to hear over the static; to the outdoor recreation business which may soon have to close after a loss of customers due to an unreliable booking phone line; and the school children who have to stop lessons 20 days into the month because their restrictive satellite data quota has been used up.
Read more: Regional consumers too often left behind
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Last week the Indigenous Remote Communications Association (IRCA) and the Australian Communications Consumer Action Network (ACCAN) hosted an Indigenous Focus Day in Darwin, Northern Territory. The event took place alongside the Broadband for the Bush Forum IV. It attracted 75 participants and focused on identifying the obstacles to digital inclusion and the opportunities that arise from being connected. Participants were representatives from the Indigenous community, as well as delegates from community organisations from across Australia.
The Focus Day consisted of an opening address from Joe Morrison, CEO of Northern Land Council, some shorter presentations and facilitated breakout sessions. Key themes explored were affordability, accessibility, awareness and appropriateness of telecommunications services. The breakout sessions featured speakers covering topics such as costs of phone plans, satellite internet services, broadband for schools and how technology is improving the lives of remote Indigenous communities.
Read more: Indigenous Focus Day explored obstacles to digital inclusion
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Nominations for Directors to fill three vacancies on the ACCAN Board are now open. Nominations close at 5pm on Monday 3rd August, 2015.
In accordance with the ACCAN Constitution, the 2015-16 ACCAN Board will consist of nine members. Six positions are continuing Directors from the 2014-2015 Board. Three Directors are retiring from the Board but will be eligible for re-election as stated in the ACCAN Constitution.
In accordance with the ACCAN Constitution Board members are eligible for a three year term.
Read more: Call for nominations for the ACCAN Board
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The Regional Telecommunications Review is the only review that examines horizontal, or geographic, equity in telecommunications services and so is of value to consumers.
The timing of the 2015 review creates its own challenges, as two large infrastructure projects, namely the Mobile Black Spots Programme and the rollout of the National Broadband Network (NBN), are still in motion. It is difficult to predict what gaps will still exist going forward. In our submission ACCAN has tried to outline issues that it sees are persistent. Furthermore we have made suggestions on how these might be addressed.
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This year, ACCAN's National Conference will focus on the wide ranging issue of communications affordability. Affordability is a key focus area for ACCAN because it affects all consumers. For more information or to register, visit the Conference website.
With the Conference coming up (on 1-2 September), we thought we'd take a look back at our past Conferences to reflect on our past achievements and show you why you should attend ACCAN's 2015 National Conference, Dollars and Bytes – Communications affordability now and tomorrow.
Read more: A look back at our past National Conferences
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Affordability of communications products is an issue that affects all consumers - from young people to families and seniors. At ACCAN's National Conference there will be lively discussions on a range of topics including the extent of the affordability divide, affordability barriers, and an exploration of international initiatives as well as the role of industry, government and consumers in resolving affordability issues.
Read more: Why you should attend the 2015 ACCAN National Conference
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Since launching in 2013, ACCAN's My Phone Rights app has helped thousands of Australians to better understand their rights as telecommunications consumers. The guides and tips in the app cover a range of topics that are helpful to all telecommunications consumers. My Phone Rights is available now for free on Android and Apple iOS devices.
With the app turning two this year, we thought it was time to revamp the tips and advice to keep up to date with the latest information. After all, the telco industry changes at such a rapid pace.
The app has advice for consumers and also small businesses on how to resolve common phone and internet issues including issues with contracts, bill shock, global roaming and data charges.
Read more: We’ve relaunched the My Phone Rights app!
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A survey commissioned by the Australian Communications Consumer Action Network (ACCAN) found that real complaint levels are still high despite decreasing escalated complaints reported by the Telecommunications Industry Ombudsman (TIO). The survey found that 46 per cent of telco consumers reported having a problem with their phone or internet provider in the last year. This represents more than 8.5 million Australians. The survey was completed by Galaxy Research with 1100 respondents, representative of the Australian population. The 2015 survey repeated the questions of a survey ACCAN commissioned in 2010.
According to the survey, around one third of respondents (38 per cent) who had a problem with their phone or internet service, complained to their provider and were dissatisfied with the response from the telco. However, only nine per cent of these consumers escalated their complaint to the TIO. This suggests that phone and internet providers have not improved the proportion of complaints that are resolved. ACCAN is calling on the telcos to publish their complaint data so the problem areas can be identified.
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ACCAN Magazine Issue 16 Winter 2015.pdf2.77 MB (Note: reading order not accessible)
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ACCAN Accessible Magazine - Winter 2015.docx44.6 KB