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ACCAN welcomes the news of the launch of DIGI’s Misinformation and Disinformation Complaints Portal, which implements the commitments made by signatories to the Australian Disinformation and Misinformation Code of Practice.

While the Complaints Portal represents a step in the right direction for limiting the spread of mis- and disinformation on digital platforms, we do have some concerns however regarding the accessibility of the Complaints Portal for consumers.

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The Regional Telecommunications Review occurs every three years and is an opportunity to assess the issues impacting regional, rural and remote consumers of telecommunications services.

Since the last Review, regional communities have experienced natural disasters and the COVID-19 pandemic, both of which have highlighted and heightened the need for access to reliable, resilient and affordable telecommunications services. Whilst there has been significant investment in telecommunications infrastructure in recent years, ACCAN’s submission highlights that there remains room for improvement when it comes to accessing high quality services and having the digital skills to benefit from those services.

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The Australian Communications and Media Authority (ACMA) is developing a Statement of Expectations (SoE) for the telco industry to guide the way it identifies and responds to customer vulnerability. The SoE sets out goals, outcomes and examples for telcos to adopt in different areas that impact consumers experiencing vulnerability, including customer service, selling and contracting, and disconnection.

ACCAN’s submission strongly supports the goals expressed in the SoE and makes a number of recommendations to expand the scope and improve the effectiveness of the SoE.

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ACCAN has prepared a submission to the Communications Alliance regarding Telecommunications Industry Code DR C666-2021, Existing Customer Authentication.

This code is intended to protect consumers against fraudulent activity and outline how telecommunications providers with ensure that activity related to a customer’s account is properly verified and is actually authorised by the customer or their authorised representative.

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The Australian Communications Consumer Action Network (ACCAN) has welcomed an overall fall in complaints to the Telecommunications Industry Ombudsman (TIO), however, raised concerns that small businesses may be suffering as complaint levels from the sector reach a three year high.

Complaint data published today in the TIO’s Annual Report 2020-2021 shows that complaints about phone and internet services fell 6.1% in the last financial year. Among these 119,400 complaints, the TIO identified 19,689 complaints from small businesses, the highest volume of small business complaints in the last three years. Concerningly, complaints from small businesses about no or delayed action increased by 28.2% from 2019-2020, failure to cancel a service increased by 67.6% and provider uncontactable increased by 181%.

“Phone and internet services have never been more essential for people in Australia, with much of the country working and learning from home during rolling lockdowns throughout the last financial year,” said ACCAN Deputy CEO Andrew Williams. “While it’s positive to see that the overall level of complaints has fallen, we can’t lose sight of the fact that over 100,000 people have had to escalate a phone or internet problem to the TIO because they weren’t able to have their problem resolved by their telco.”

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Local number portability allows consumers to transfer – or ‘port’ – their local landline telephone number to a new service with a different telco provider. This allows consumers to switch providers without losing their number, which supports competition in the telco market.

Local number porting can be a complicated technical process. The Local Number Portability Code (the Code) outlines the procedures that telcos must follow in relation to local number porting. It is important that the Code is thorough and fair so that consumers do not lose their local number in the process, or face lengthy delays when switching providers.

ACCAN’s submission to the Code review makes recommendations to amend the Code to improve consumers’ experiences of local number porting, in line with changes in the market and providers’ technical capabilities. We also recommend that consumers’ rights during the local number porting process should be reviewed and strengthened.

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ACCANect 2021 web banner - Thank you for attending

ACCANect 2021: #DigitalDownload featured a range of presentations about key topics including cyber security advice for small businesses, how Australians’ changing communications habits are driving change in the telecommunications sector, and what the digital platforms are doing to tackle misinformation.

The ACCANect 2021 #DigitalDownload is available on our Delegate Connect conference platform as Video on Demand.

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The ACCC recently sought feedback on its position to declare the Wholesale Asymmetric Digital Subscriber Line (ADSL) service until 30 June 2024. The declaration will require Telstra to continue to provide other internet service providers access to Telstra’s copper network on request, allowing for retail competition on the network.

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ACCAN has made a submission to the Communications Alliance review of AS/ACIF S040: 2001   Requirements for Customer Equipment for use with the Standard Telephone Service — Features for special needs of persons with disabilities. While recognising the significant changes which have taken place across the telecommunications industry since 2001, ACCAN’s submission stressed the importance of maintaining these accessibility standards.

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Released today, the 2021 Australian Infrastructure Plan is a valuable roadmap for government, regulators, and the telecommunications industry for achieving communications services that are trusted, inclusive, obtainable, and available for all, according to the Australian Communications Consumer Action Network (ACCAN).

The report by the nation’s independent infrastructure advisor, Infrastructure Australia, outlines key recommendations to Australia’s infrastructure sector that aim to drive economic growth, maintain and enhance the standard of living in Australia, and improve the resilience and sustainability of essential infrastructure.

“As the voice for communications consumers, ACCAN was very proud to partner with Infrastructure Australia on the development of the Telecommunications and digital chapter within the 2021 report,” said ACCAN CEO, Teresa Corbin.

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On 13 July 2021, the Australian Government opened consultation on options for regulatory reforms and voluntary incentives to strengthen the cyber security of Australia’s digital economy.

ACCAN made a submission in response to the Strengthening Australia’s cyber security regulations and incentives discussion paper. ACCAN submitted that:

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ACCAN responded to the Federal Government’s consultation on the grant guidelines for the Peri-Urban Mobile Program. The program is designed to deliver funding to improve mobile connectivity in bushfire prone areas on the peri-urban fringe of major cities.

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