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Many vital services and equipment use telecommunications infrastructure to work, such as telephone and voice services, internet, disability equipment (tele-typewriters), fax machines, medical alarms, security alarms, EFTPOS machines and emergency elevator phones.
These services and equipment may be affected in the switch over to the National Broadband Network (NBN).
Read more: NBN – not just about internet services!
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The ACCAN Annual General Meeting was held in Sydney on Thursday, 15 September, 2016. At the meeting the following three candidates were elected to the Board:
- Sarah Wilson
- Dean Barton-Smith
- Nadia Moffatt
Congratulations to returning director, Dean, and a warm welcome to Sarah and Nadia who are joining the ACCAN Board for the first time.
Read more: Results of ACCAN Board Election
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The Australian Communications Consumer Action Network (ACCAN) has launched its ‘Get Connected’ consumer resource which includes a mapping tool and a series of useful steps for consumers who are struggling to get an ADSL connection while they are waiting for NBN to arrive in their area. Issues accessing ADSL services have become a common complaint for consumers, particularly those who move into new areas.
The mapping tool helps consumers to understand the reasons that may be preventing them from getting an ADSL service. For example, if there are few ports available at the local exchange, if the neighbourhood is too far from an exchange or if the exchange is not ADSL enabled. The NBN will be connecting all areas and offering fast broadband connections for consumers. However, some consumers may be waiting months or years for the NBN to reach them. This mapping tool and accompanying useful steps will help them to make a decision about what services would meet their needs in the short to medium term.
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ACCAN’s 2016 National Conference, ACCANect: Equipping Consumers to Stay Connected, kicks off this morning with a focus on empowering consumers to get and stay connected to the phone and broadband services they need. Over two days the event will cover a range of topics including digital inclusion, affordability and digital government.
“We’re looking forward to exploring the issues that consumers face in getting connected particularly as our reliance on broadband to access services, education and employment opportunities grows,” said ACCAN CEO, Teresa Corbin. “Over the two days we’ll hear from experts about new research into digital inclusion and affordability. Sessions at the event will feature panel discussions on how we bridge the divide and get everyone connected and will examine barriers to getting connected.”
Read more: ACCANect Conference explores the tools consumers need to get connected
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Download: 
ACCAN Magazine Issue 21 Spring 20163.49 MB (Note: reading order not accessible)
Download accessible version: 
ACCAN Spring Magazine - Accessible version37.88 KB
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ACCAN has worked with Dr Paul Harrison (Deakin University) to examine the extent to which consumers understand the information provided to them by telecommunications providers. This research will guide ACCAN’s constructive contribution to future reviews of telecommunications industry customer information obligations, at a time when significant structural changes in the telecommunications market mean that consumers will be offered greater choice of retail providers and services.
Read more: Confident, but Confounded: Consumer Comprehension of Telecommunications Agreements
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The map was prepared using available data from Telstra (June 2016), nbn (October 2015) and the Department of Communications and Arts (MyBroadband Version 4 2016). It identifies areas, and the reasons, that may be unable to get an ADSL service and when these areas will have services over NBN.
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Consumers who are unable to get a broadband service often face a confusing and frustrating time.
ACCAN's Get Connected resource aims to help consumers understand the issues around why they are unable to get a broadband service and tips on how to get a service.
The mapping tool helps to understand the reasons that prevent a neighbourhood from getting an ADSL (Asymmetric Digital Subscriber Line) broadband service. For example, if there are few ports available at the local exchange, if the neighbourhood is too far from an exchange or if the exchange is not ADSL enabled. It also provides consumers with a timeline of how long the neighbourhood may have issues.
The six helpful steps suggest actions that consumers can take to get a broadband service.
ADSL availability map
The map was prepared using available data from Telstra (June 2016), nbn (October 2015) and the Department of Communications and Arts (MyBroadband Version 4 2016). It identifies areas, and the reasons, that may be unable to get an ADSL service and when these areas will have services over NBN.
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If your broadband speeds are consistently lower than those advertised by your internet service provider (ISP) or is unreliable at any time during the day, you should contact your provider and clearly state that you want to make a complaint.
Explain how your internet is slow or unreliable. Evidence, such as recorded speed tests (many IPSs offer this on their website, or you can try other online speed tests such as Ookla’s Speedtest) or examples of times when you are unable or have difficulty using the service.
Read more: How to make a complaint about slow broadband speeds
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Home wireless provides internet at one location using a modem/gateway device with a mobile SIM card. It requires power from a socket in your house. A number of people and devices can connect to the internet through the modem/gateway.
It is important to check that the provider offers coverage at your house!
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Join the discussion on our Facebook Broadband Help group to share your experiences and connect with similar consumers.
Contact ACCAN at This email address is being protected from spambots. You need JavaScript enabled to view it. if you are unable to get a service, or if you are a provider who can offer consumers’ services.
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Mobile broadband plans are designed to be used on the go. The SIM card inserts into one device, such as a tablet or phone. For more than one person or device to connect you need to 'hotspot' the device.
It is important to check that provider offers coverage in your house!