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You can also view this tip sheet on the web in English.
Read more: Choosing an Internet Plan - Information in other languages
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These guides are designed to help you understand how to get your home or small business phone, mobile and internet connected, and how to get help if there are problems with your service.
Talking Telco also includes great tips for saving money on your phone and internet service and how to stay safe online.
Your Internet and Home Phone
Learn how to get connected to an NBN phone or internet plan and how to get help if things go wrong. If you need a satellite service you can download the Sky Muster Guide.
Your Mobile
Need help choosing a plan? Want to learn how to solve common problems? Find help here.
Your Telco Rights
Can’t afford your bill? Want to make a complaint? Learn about your rights as a telco consumer.
Your Digital Safety
Tips to help keep yourself safe online and over the phone.
Your Money Saving Guide
Tips to help you cut costs on your phone and internet plans.
Your Small Business Guide
Phone and internet advice tailored for small businesses.
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The Australian Communications Consumer Action Network (ACCAN) has welcomed news that NDIS participants will be able to purchase Assistive Technology to help them through the COVID-19 crisis and self-isolation.
“Having access to the right phone or assistive technology is vital for people with disability to be able to access important telehealth services during the COVID-19 pandemic,” said ACCAN Director of Inclusion Wayne Hawkins. “Allowing NDIS participants to use their existing plan funding to purchase Assistive Technology is a very welcomed step by the Government.”
Mr Hawkins explained that it was important for consumers to understand what mainstream and Assistive Technology is available and may best suit their individual needs.
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Download: ACCAN Magazine Issue 35 Autumn 20207.7 MB
Download accessible version: 
ACCAN Magazine Issue 35 Autummn 2020 - accessible version38.25 KB
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The Australian Communications Consumer Action Network (ACCAN) has applauded the expansion of Medicare-subsidised telehealth services for all Australians. However, the peak body for communications consumers cautioned that the full benefits of telehealth may not be realised if Australians are not online.
“While it is pleasing that the Government has listened to the medical community and made bulk-billed telehealth services available for all Australians, the underlying issue of connectivity remains,” said ACCAN CEO, Teresa Corbin.
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A coalition of nearly 30 community sector organisations and advocates has urged the Federal Government to address the affordability of communications services and equipment to support Australians in need during the COVID-19 pandemic.
In a letter to the Minister for Communications, Cyber Safety Cyber and the Arts, Paul Fletcher, cross-sector community organisations including Australian Communications Consumer Action Network (ACCAN), CHOICE, The Australian Council of Social Services (ACOSS), and The Smith Family outlined several recommendations that would enable communities to keep connected, work remotely, and access essential services such as education, government services, and telehealth.
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The Australian Communications Consumer Action Network (ACCAN) has urged the Federal Government to prioritise a specific stimulus strategy for telecommunications services to keep Australians connected during the COVID-19 pandemic.
Continuing social distancing and self-isolation efforts have resulted in millions of Australians increasingly relying on their home broadband service. As Australia’s peak body representing telecommunications consumers, ACCAN is calling on the Government to fast-track a proposal for a wholesale broadband concession that would provide financially stressed Australians with cheaper home broadband.
Read more: Government must act to address broadband affordability as unemployment predicted to rise
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The Regional, Rural and Remote Communications Coalition (RRRCC) has welcomed NBN Co’s new measures to support better bush comms during the COVID-19 pandemic.
Communications services are a vital utility. As more people work from home and students are asked to study remotely, households will require more data to keep connected. NBN Co’s offer of an additional 45GB of data for nbn Sky Muster customers over the next three months will allow regional consumers greater flexibility to engage with education, telehealth, businesses and government services without worrying about exceeding their data cap.
Read more: RRRCC welcomes NBN Co’s efforts to provide #BetterBushComms
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Where do I go for help?
Disability Gateway: COVID-19
People with disability can contact the Disability Gateway to get free, fact-checked and private information and advice about COVID-19. They can also be referred to other support services if needed, including counselling and advocacy. The Disability Gateway can help families, carers and support workers, too.
To use the Disability Gateway, go to Disability Gateway or call 1800 643 787. The Disability Gateway phone line is available Monday to Friday, 8am to 8pm AEDT.
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The COVID-19 pandemic and its associated restrictions, both domestically and internationally, had an impact on telco customer service arrangements. For example, some telcos had to close some of their stores during COVID-19 restrictions, and extended wait times were more likely when contacting telco customer support teams via phone or instant chat. Telcos asked customers to use self-service channels (such as the My Optus app, the Telstra 24x7 app, or MyVodafone) to trouble-shoot their issues where possible.
Read more: Changes to Customer Service Arrangements
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During the COVID-19 pandemic, continuing social distancing and self-isolation efforts have resulted in millions of Australians increasingly relying on their phone and home broadband services.
ACCAN has pulled together the telco information you need to know on:
Unfortunately, some Australians are at risk of being left behind because they are unable to afford a home broadband service. As this becomes the main way that people can study, work, and access telehealth services from home – this is simply not acceptable. ACCAN is calling for affordable home broadband to be prioritised now.
A coalition of nearly 30 community sector organisations and advocates has urged the Federal Government to address the affordability of communications services and equipment to support Australians in need during the COVID-19 pandemic.
Community Sector Organisations Call on Government to Act on Communications Affordability Issues
Find out more on
#NoAustralianLeftOffline
To help communications consumers understand the latest updates from the telco sector and how consumers may be affected, ACCAN will updating our live blogs with new developments as they occur.
Read more: COVID-19: Telco Services and Technology
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