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On the 18th June ACCAN attended an industry roundtable hosted by the ACCC. The purpose of this roundtable was to discuss the regulatory arrangements for the nbn that could be established under the revised SAU – Special Access Undertaking. The ACCC prepared a framing paper prior to the roundtable. In response to the framing paper, ACCAN:

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In July 2021 Treasury released exposure draft amendments to the Consumer Data Right rules and explanatory materials for consultation (version 3 of the rules).

The Treasury’s exposure draft amendments changed the CDR Rules to “reduce barriers for participation in open banking” and “increase participation in the CDR by data recipients and consumers” by:

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The Australian Communications Consumer Action Network (ACCAN) has promoted veteran executive Andrew Williams to Deputy Chief Executive Officer and human rights specialist Meredith Lea to Policy Manager, as part of the organisation’s investment in a growing leadership team.

ACCAN CEO Teresa Corbin said the promotions recognised the important role that the pair have played in advancing ACCAN’s work towards ensuring communications services are trusted, inclusive, accessible, and available for all.

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ACCAN recently submitted to the ACCC regarding an authorisation application for members of the Telco Together Foundation (TTF) to work collaboratively to reduce modern slavery.

The authorisation would allow TTF members to engage in conduct that would normally be viewed as anticompetitive and illegal. Under the authorisation, collaborative conduct would be allowed in relation to specific activities necessary to identify and address modern slavery within telecommunications industry supply chains.

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Australia’s current voluntary, Code-based Internet of Things (IoT) regulatory framework offers consumers minimal protection, and there are limited market-based incentives for Australian IoT device manufacturers to fill this void.

Australian consumers need an enforceable Internet of Things regulatory framework that relieves consumers of sole responsibility for their privacy and security and holds IoT device manufacturers accountable for the operation and outcomes of their products. This statement sets out key areas that ACCAN believes should be improved for an effective Australian Internet of Things regulatory regime.

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University of Technology Sydney

The project will map out policy options for developing a complaint-handling framework for digital platforms, addressing a critical need for the satisfactory resolution of complaints from consumers. The features of effective and accountable internal dispute resolution schemes and the options for an external complaint-handling scheme will be assessed.

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Royal Melbourne Institute of Technology (RMIT)

The ability of small businesses (those with less than twenty employees) to adopt advanced digital services such as e-commerce solutions and cybersecurity services is vital for these businesses and for the economy. Recent surveys indicate that many are struggling to adapt to sudden changes due to Covid-19. This project aims to investigate how small retail businesses can enhance their growth and efficiency through the better use of advanced digital services from telecommunications providers.

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Charles Sturt University

Telecommunications accounts cannot be held jointly by multiple parties. "Family Plans" are commonly promoted as an economic option for multiple users. These plans have multiple devices (with multiple users) contracted to one person as the 'Customer'. This project investigates the surveillance risks (including call, message and location monitoring) that Family Plans present during ongoing relationships, in particular those at risk of domestic violence.

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University of Melbourne

This project is an extension of research funded by the Melbourne Social Equity Institute (MSEI), undertaking a survey and focus groups with the residents (representing 39 language groups) of Carlton Public Housing Estate in central Melbourne to analyse their strategies for coping with limited connectivity. The ACCAN grant will be used to conduct one-on-one interviews with 12 residents and provide interpreting services.

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University of Melbourne

Telcos are increasingly using chatbots and other forms of automated assistants to respond to their customers. There may be gains for consumers, but there are also the risks of harms, and this project seeks to investigate and recommend strategies to assist consumers to navigate these risks.

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Grants Program Banner: Woman researching at a University

Exploring the handling of complaints against digital platforms, examining the performance of telco customer service chatbots, and assessing the surveillance risks of Family Plans for victims of domestic and family violence will be the focus of some of the important projects receiving funding through the Australian Communications Consumer Action Network (ACCAN)’s 2021 Grants program.

The ACCAN Grants Program funds projects which undertake research on telecommunications issues, represent consumers or create educational tools which empower consumers to derive the greatest benefit from telecommunications products and services.

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 Today’s renewal of the telco COVID-19 principles by the telecommunications industry is a symbolic effort but will not sufficiently protect telco consumers, according to the Australian Communications Consumer Action Network (ACCAN).

First introduced in April 2020, the telecommunications hardship principles for COVID-19 were co-designed by the Federal Government and the telecommunications industry to provide a consistent baseline across industry to help customers stay connected, including those who are experiencing hardship.

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