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The increase in complaints about internet services to the Telecommunications Industry Ombudsman (TIO) highlights the need for greater reliability safeguards, says the Australian Communications Consumer Action Network (ACCAN).

The TIO’s quarterly report shows that of the 32,801 complaints they received from 1 July– 30 September 2019, the majority (33 per cent) were related to internet issues. This is a 4 per cent increase from the same period last year.

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The Australian Media and Communication Authority’s reported drop in telco complaints shows that consumers are starting to benefit from increased industry regulation and new complaint handling rules, according to the Australian Communications Consumer Action Network (ACCAN).

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The Department of the Treasury, as one of the agencies involved in the implementation of the Consumer Data Right (CDR) regime, recently appointed Maddocks lawyers to conduct an independent privacy impact assessment regarding the initial implementation of the CDR. Maddocks has completed their draft privacy impact assessment report and requested stakeholder feedback on this draft.

Given that the CDR regime will be extended to the telecommunications sector, after first being implemented in the banking and energy sectors, ACCAN has been engaging with issues relating to the CDR and its implementation. This includes a short response to Maddocks’ draft privacy impact assessment.

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ACCAN has made a submission to the Australian Competition and Consumer Commission (ACCC) Mobile Terminating Access Service (MTAS) inquiry, about the ACCC’s Final Access Determination (FAD) on price and non-price terms.

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The summary below outlines ACCAN's activities from 1 June – 31 August 2019.

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ACCAN CEO Teresa Corbin recently spoke at the CommsDay Congress, a telecommunications industry event attended by regulators, consumer groups, telco executives and government representatives. Ms Corbin spoke about ACCAN's work highlighting the need for affordable broadband, the importance of Accessible Telecoms, and why we need reliable telecommunications services.

Her speech is available below.

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Woman using a mobile phone The Australian Communications Consumer Action Network (ACCAN) welcomes the Minister for Communications, Cyber Safety and the Arts’ announced changes to the regulation of mobile-porting in Australia’s telco sector.

Fraudulent mobile number porting happens when a scammer uses consumers’ personal details to port their mobile number from one provider to another.

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ACCAN Magazine Issue 33 Spring 2019 Cover

 

Download: pdfACCAN Magazine Issue 33 Spring 20191.52 MB

Download accessible version: docxACCAN Magazine Issue 33 Spring 201934.54 KB 

 

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The fall in complaints to the Telecommunications Industry Ombudsman (TIO) highlights the positive power of effective industry regulation, according to the Australian Communications Consumer Action Network (ACCAN).

Complaints data published today in the TIO’s Annual Report 2018-2019 shows that complaints about phone and internet services fell 21.1 per cent in the last financial year. Among these 132,387 complaints, the TIO identified over 50 possible systemic issues, of which over a third were refer to regulators.

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ACCAN’s purpose is to work for “communications services that are trusted, inclusive and available for all.” Our Strategic Plan can be viewed at accan.org.au.

In 2021 ACCAN efforts will be focused on the following priority areas, informed by the impact of COVID-19 lockdowns on consumers’ use of communications services. At the same time, we will be responsive to emerging issues, and engage with government and industry consultations in areas of significance for telecommunications consumers
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Our policy priorities are developed in close consultation with ACCAN members, and are informed by our knowledge and analysis of the communications market.

 

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‘Standards Australia is reviewing the ways in which it distributes and licenses its standards. Standards are documents that set a benchmark for how something should be done or made by an individual, company, or industry. They can be adopted into regulation or legislation. Standards Australia has been investigating how to license and distribute standards in a way that delivers:

  • Greater reach for Standards Australia’s content,
  • Better awareness and use of standards,
  • Financial sustainability.

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A report released today by the nation’s independent infrastructure advisor, Infrastructure Australia, affirms ACCAN’s position that home broadband is unaffordable for many households.

As Australia’s voice for phone and internet users, ACCAN has highlighted the need for more affordable home broadband options for Australian consumers. The 2019 Australian Infrastructure Audit supports this view, describing telecommunications as essential to participating in society, however noting that there are “challenges that must be overcome to ensure that no Australian is left behind in the digital world, in terms of digital literacy, access and affordability.”

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