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ACCANect Online

Deirdre ODonnelll - ACCAN Chairperson

ACCANect Online provides a platform for telecommunications consumers to hear from leading voices in the telco sector about the key communications issues that are impacting consumers today and into the future. The new multi-part video series from ACCAN features presentations on the accessibility of communications services, issues relating to regional, rural and remote Australians, and digital inclusion, as well as interviews with ACCAN CEO Teresa Corbin.

Read more about the speakers below.

– Deidre O'Donnell, ACCAN Chairperson

 

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The Federal Government is reviewing consumer safeguards in telecommunications. The third and final part of their review, Part C: Choice and Fairness, looks at consumer protections. Consumer protections rules govern the lifecycle of a customer’s relationship with their telco. The rules outline how a provider must treat their customers, what sort of information it needs to provide, and what it needs to do when things go wrong.

Consumer Safeguards Review Part C examines:

  • The issues that should be covered in consumer protections rules,

  • The way that the rules should be made,

  • The way that the rules should be enforced,

  • What should happen to old rules that have existed for a long time, and

  • What should be done about the affordability of telecommunications services.

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The Australian Communications Consumer Action Network (ACCAN) has welcomed NBN Co’s decision to extend its Education Assistance offer until 15 January 2021. The targeted offer from NBN Co waives the wholesale costs for many services on the 25/5 Mbps speed tier and encourages telcos to offer free or heavily discounted nbn plans to low-income households with school-aged children.

“The nbn Education Assistance offer has meant that thousands of low-income households have been able to connect to the nbn for the first time,” said ACCAN Director of Policy, Una Lawrence.

“Without the financial assistance from this offer, many struggling households couldn’t afford a fixed home broadband connection. This would leave countless children offline and unable to learn from home during the rolling shutdowns of schools across the country during the COVID-19 pandemic.”

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ACCAN made a submission in response to the ACCC’s proposed enhancements to the Broadband Speeds Claims – Industry Guidance. ACCAN submitted that to avoid misleading the consumer telco retailers should:

  • Use the lowest end of any speed ranges provided by a wholesale product in off-peak speed marketing information, and RSPs should inform consumers if the off-peak speed changes;

  • Not advertise ‘burst speeds’ – off peak high speeds that are only occasionally available for short periods – as off-peak speeds;

  • Be transparent about the suitability and quality of their plans and products for online gaming, taking into account periods when the broadband network has high traffic demand;

  • Provide faster connection speeds in plans for online gaming to deliver a good customer experience, particularly in current circumstances where COVID-19 work from home and home schooling restrictions are increasing the strain on the broadband network;

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The Australian Communications Consumer Action Network (ACCAN) has welcomed action by the Australian Communications and Media Authority (ACMA) against telcos who breached consumer protection rules.

“Telstra, Optus, TPG and Dodo are four of the country’s biggest telcos; they know the rules regarding migrating to the NBN and what they need to do to keep consumers connected. It is very disappointing that they have failed their customers by leaving them without a working internet service,” said ACCAN Director of Policy, Una Lawrence.

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At ACCAN, issues relating to accessibility have always been at the forefront of our policy and consumer education efforts. After celebrating our 10th birthday and reflecting upon the positive changes that we had successfully advocated for, we started contemplating what accessibility improvements ACCAN would like to see in the communications sector in 2020 and beyond. We considered the existing communications issues affecting people with disability and wondered what issues may arise in the future.

From this, ACCAN started developing an Ideal Accessible Communications Roadmap in consultation with the disability sector. Towards the end of 2019 and the start of 2020, we sought feedback from a range of organisations supporting people with disability. We asked about the top three communications issues that were currently affecting people with disability, the top three communications issues that contributors thought would affect people with disability in the future, and suggestions for possible solutions to address these existing and anticipated communications issues. Through email conversations, phone calls and group brainstorming sessions, we received responses from 35 organisations, including Disabled Peoples Organisations, advocacy groups and disability service providers, as well as nine individuals with disability who offered their own personal insights of their lived experience.

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As the peak body for rural and remote health in Australia, the National Rural Health Alliance has been a vocal supporter of telehealth and the many benefits that it can bring, especially for those outside of metropolitan areas.


In the wake of COVID-19, we spoke to Dr Gabrielle O’Kane, CEO of the National Rural Health Alliance to hear about how people in regional, rural and remote Australia were adapting to telehealth and what the future may hold for this technology-driven approach to healthcare.

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The Telecommunications Industry Ombudsman (TIO) is the external dispute resolution body for telecommunications consumers and small businesses who are unable to resolve complaints directly with their telco service providers. The TIO has consulted on changes to its Terms of Reference to allow for evolving technologies, changing consumer need and growth of smart devices.

ACCAN’s submission welcomed the proposed changes to the TIO’s remit and Terms of Reference including:

  • an increase in the amount of compensation available to consumers;

  • extending the jurisdiction for complaints and dispute resolution to include smart devices provided by TIO members;

  • allowing more than one service provider to be dealt with in the same complaint to make resolution easier;

  • compensating consumers for non-financial loss; and

  • aligning the TIO’s definition of small business with that in the Australian Consumer Law.

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ACCAN recently made a submission relating to the draft AS/CA S042.1:2020 Requirements for connection to an air interface of a Telecommunications Network— Part 1: General. The aim of this Standard is to provide requirements and test methodology for customer equipment used in connection with a Public Mobile Telecommunications Service (PMTS) or Satellite Service.

In our submission ACCAN argued that there is a need for improved consumer education around making emergency calls from different types of customer equipment.

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New research from the National Youth Commission of Australia (NYC) highlights the need to urgently address internet affordability, according to the Australian Communications Consumer Action Network (ACCAN).

The NYC’s Inquiry into Youth Employment and Transitions Interim Findings Report shows that limited access to technology, insufficient digital literacy and a lack of affordable internet services are limiting opportunities for the nation’s young people.

“The National Youth Commission’s research points to case study after case study that demonstrates the real-life impacts that not being online can have,” said ACCAN CEO, Teresa Corbin.

“Without access to the internet and the digital literacy skills to navigate online, young people are simply unable to engage with government services to get the help they need.”

Ms Corbin said that the COVID-19 pandemic had shone a light on the digital divide.

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Notice is hereby given that the Annual General Meeting of the ACCAN will be held via virtual meeting, on Thursday 24th September 2020 from 4.00pm.

ACCAN AGM

Date: Thursday 24th September 2020

Time: 4:00pm (AEST)

Venue: Virtual Meeting via Zoom – Please register from here by 22nd September 2020.

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ACCAN recently made a submission to Communications Alliance in response to a call for public comments about the Emergency Call Service Requirements Industry Code DR C536 2020 (the Code). The Code places obligations on Carriers, Carriage Service Providers (CSPs) and Emergency Call Persons (ECPs). Carriers, CSPs and ECPs are required to ensure customers have access to the emergency call service, and also have access to information about the emergency call service.

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