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Migrating to the National Broadband Network (NBN) is a complex process. It requires the coordination of a number of parties including Telstra, nbn, consumers and retail service providers. The Department of Communications and the Arts has revised its migration framework principles, to try to ensure that consumers and businesses experience a smooth transition.

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ACCAN has submitted to the review of the Mobile Premium Services (MPS) Code, conducted by Communications Alliance. MPS deliver paid information and entertainment to your mobile using 19xx text messaging, which is then charged to your mobile phone bill. The MPS Code sets out industry rules and consumer safeguards for mobile service providers (for example, Telstra, Optus and Vodafone) and 19xx third party providers (for example, Oxygen8 Australia, Mobile Embrace).

ACCAN’s research, Third Party Charges: Consumer Experiences and Expectations, shows that stronger consumer safeguards for MPS and other third party services are needed. Current arrangements are not adequately protecting consumers from unsolicited third party charges, and poor industry practices.

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In a project funded by ACCAN, researchers at The University of Sydney analysed 61 top-rated mental health apps available to Australian consumers.

Mental health apps commonly collected consumer data, requested that consumers make in-app purchases, and made health claims. Although this is normal in the app world, we thought, “How would this stand up in the real world?”

[Jane looking at the hand massage signs. Thinks, “hmmm…just what I need”]

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Communications Alliance, the telecommunications industry association, is proposing that the industry code ACIF C609:2007 Priority Assistance For Life Threatening Medical Conditions be replaced with a guideline. ACCAN opposes replacing this long-standing consumer protection Code with a guideline. ACCAN asserts that consumer and community safety and certainty are better protected by maintaining the Code which can be monitored and enforced by the Australian Communications and Media Authority (ACMA). Our submission makes a number of recommendations to maintain the Code instead of replacing it with a guideline.

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ACCAN does not believe that the current framework governing the delivery of broadband services is in the interest of consumers. Too often consumers have no transparency or assurance over their service, get passed between retailer and wholesaler and could potentially be left without access to any network. ACCAN strongly supports the Statutory Infrastructure Provider legislation. We encourage the introduction of the legislation as quickly as possible so the powers within the legislation can be used to protect consumers and their services.

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ACCAN has responded to the ACCC’s draft decision not to regulate mobile roaming across the three mobile networks (Telstra, Optus and Vodafone).

ACCAN supports the ACCC’s approach. The majority of our members in regional, rural and remote areas do not consider regulating roaming will stimulate more coverage and improved services, but at the same time they would welcome greater competition and choice of provider. Our submission identifies other ways the ACCC could support more competition.

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In June we were very excited to sign a new funding contract with the Department of Communications and the Arts. The new contract ensures that ACCAN will continue to represent consumers in the telecommunications industry for the next five years.

When the contract was signed, ACCAN CEO, Teresa Corbin said: “The recent ACCAN review highlighted the strong support for the work ACCAN does and many stakeholders reinforced the need for a united consumer voice in the telecommunications industry.

“A big thank you must go to ACCAN’s supporters including members, volunteers and industry representatives for their ongoing commitment to ensuring we remain a relevant and effective organisation.”

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Focus groupIn the past five years, a total of $1,256,055.86 has been awarded to universities, research organisations, community groups and not for profit organisations to help consumers navigate the telecommunications and technology landscape.

The ACCAN Grants Scheme has funded 31 different projects since 2012, examining emerging technologies like 3D printing, through to more serious consumer issues, such as technology facilitated stalking and abuse.

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The summary below outlines ACCAN's activities from 1 March – 31 May 2017.

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ACCAN Magazine Winter 2017 Cover

Download: pdfACCAN Magazine Issue 24 Winter 20173.71 MB (Note: reading order not accessible)

Download accessible version: docxACCAN Magazine Issue 24 Winter 2017 - accessible version39.76 KB

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The Telecommunications Industry Ombudsman (TIO) is required by section 133A of the Telecommunications (Consumer Protection and Services Standards) Act 1999 to undergo an independent review. The review is being conducted by private consultancy Cameron.Ralph.Khoury and is to be completed by 17 August 2017. ACCAN submitted to the review after consulting with its members about their experiences with, and opinions of the TIO.

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A new survey, commissioned by the Australian Communications Consumer Action Network (ACCAN), has revealed that 12 per cent of respondents experienced unexpected third party charges on their mobile phone bills in the last six months.

“Applied to the mobile customer base of Telstra, Optus and Vodafone, this 12 per cent equates to almost 1.9m people who could have received unexpected charges on their mobile bills. We estimate that collectively, consumers may have been charged as much as $20m unexpectedly in the last six months*,”said ACCAN Director of Policy, Una Lawrence. “ACCAN is calling for better protections to be put in place so that consumers don’t get caught out with unexpected charges on their mobile bills.”

The ACCAN survey found people are buying apps, games, entering competitions, getting news updates and voting on TV shows and charging it to their mobile accounts. While this may suit some consumers, just under 50 per cent of respondents were unaware their phone could be used this way. Over a third who had incurred unexpected charges reported that they weren’t informed, didn’t consent to or confirm the charge, or understand how or how much they would be charged.

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