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The Australian Communications Consumer Action Network (ACCAN) is pleased to provide this submission on NBN Co Ltd’s (NBN Co) 2025 Replacement Module Application (RMA) Consultation Paper 2 (the Paper) as part of NBN Co’s compliance under the economic regulation regime established by the August 2023 Variation of the Special Access Undertaking (SAU).

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ACCAN, the national peak body representing communications consumers, congratulates the Albanese Labor Government on its re-election and a clear mandate from the Australian community for reforms and policies that ensure Australia leads as a nation that supports growth, productivity and wellbeing of its citizens.

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ACCAN has made a submission to the Australian Communications and Media Authority’s (ACMA) consultation in relation to the design, implementation and operation of an SMS Sender ID registry. A sender ID is an alphanumeric message header that appears at the top of SMS/MMS messages. It tells you who the message is from.

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Australia’s peak communications consumer body, the Australian Communications Consumer Action Network – ACCAN, is calling on the major parties to commit to a concessional internet product delivered by NBN Co to provide a cost-of-living boost to low-income Australians this Federal election.

This follows a new ACCAN report undertaken by Essential Research which shows significant popular support for a concessional internet product, and strong demand for cheaper broadband services for people doing it tough in a cost-of-living crisis.

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Australians want affordable, reliable internet for all.

New research commissioned by ACCAN and conducted by Essential Research reveals strong public support for a concessional broadband service to help low-income households stay connected during the ongoing cost-of-living crisis.

  • 69% of Australians support the introduction of a concessional broadband service.
  • Support is highest among:
    • Low-income households (82%)
    • People with disability or long-term health conditions (75%)
    • Those in serious financial difficulty (81%)
    • Retirees (77%)

With broadband now essential for accessing education, employment, health care, and government services, the findings reinforce calls for government action to ensure no Australian is left offline.

Download the research snapshot here: pdfACCAN CST - Concessional Broadband - Summary Report - April 251021.56 KB

Read more about ACCAN's No Australian Left Offline policy.

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ACCAN recently submitted to the Australian Communications and Media Authority (ACMA) on their 2025-26 compliance priorities. The ACMA provides an essential regulatory function, and its compliance priorities have material consequences for Australian consumers.

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ACCAN recently submitted to the Australian Competition and Consumer Commission (ACCC)’s consultation on the ‘Public inquiry to vary the final access determination for the superfast broadband access service’.

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ACCAN recently submitted to the Australian Communications and Media Authority (ACMA)'s consultation on the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 (the DFSV Standard).  

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Preliminary research commissioned by the Australian Communications Consumer Action Network (ACCAN) raises alarm bells for policymakers and regulators. Findings point to widespread consumer harm and deep mistrust in the telecommunications industry.

The polling, conducted as part of the first tranche of ACCAN’s consumer sentiment research, highlights troubling experiences of telco behaviour and unmet expectations.

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ACCAN’s Consumer Engagement with the NBN   

Starting in October 2024, ACCAN began a new project to make sure the NBN works better for consumers. Thanks to a $2.56 million grant from the Australian Government, we are scrutinising how the NBN operates and spends its funds.  

 

What does this mean for you? 

  • More say in how the NBN is run: we’re involved in high-level discussions making sure consumer voices are heard when decisions are made about NBN spending and services 
  • Better services and fairer prices: we’re advocating for better service standards and NBN Co to cut unnecessary costs, which can lead to lower prices for consumers in the long run. 
  • Ensuring value for money: The NBN is a huge investment and forecast to collect and spend $110 billion by 2040. We’re working to make sure your money is spent wisely. 

How it works: 

  • NBN Co is now required to subject all spending proposals to oversight by consumers and industry. 
  • We’re part of a consumer panel, known as the Regulatory Proposal Forum, to review these plans and make sure they benefit all Australians. 
  • NBN Co will submit its detailed expenditure proposals by 2 July 2025 and a final decision will be made by the ACCC by 30 June 2026. 
  • The proposal will cover NBN revenue, pricing and service levels through 1 July 2026 to 30 June 2029. 

Why it matters: 

  •  The NBN is a vital service, and we’re dedicated to making sure it’s reliable, affordable and meets the needs of Australians.  

Want to learn more? 

Read our public submissions on NBN Co’s economic plans: 

Read our progress reports: 

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Fair Call Campaign

Telcos are writing the rules that are meant to hold them accountable. It's no surprise they’re failing consumers. The Telecommunication Consumer Protection (TCP) Code is supposed to set rules for how telcos treat their customers. It covers things like sales practices, billing, credit checks, and customer service. 

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ACCAN recently submitted to the Australian Communications and Media Authority (ACMA)’s proposal to amend the Telecommunications (Emergency Call Service) Determination 2019.

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