Media Releases

ACCAN's work informs public debate about consumer issues in the communications landscape.  Welcome to our collection of the latest news and current affairs that impact communications consumers. 

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The Australian Consumer Action Network (ACCAN) is calling for the development of a retail registration scheme for telco providers which will give the Australian Communications and Media Authority (ACMA) greater visibility over the industry.

ACCAN wants to see the creation of an up-to-date register of providers, to improve the visibility of market participants. Creation of a register will benefit consumers, regulators and services providing by providing a trusted and central source of information that consumers can use to contact their telco.

The Australian Communications Consumer Action Network (ACCAN) welcomes the Federal Government’s announcement of a trial which will give up to 10,000 regional Australians on NBN Sky Muster Plus access to unmetered monthly data allowances and faster speeds in a bid to boost internet quality in the bush.

Beginning in March and running through to May this year, the trial aims to deliver faster download speeds of up to 100 Mbps for regional customers. Faster satellite services without data allowances is very good news for households and small businesses in regional and remote Australia.

ACCAN endorses the position taken by the Consumer Action Law Centre in calling for tougher penalties for Telcos following the ACMA disciplinary action against Telstra for breaching financial hardship rules.

View the Consumer Action Law Centre Media Release

The Australian Communications Consumer Action Network (ACCAN) has bid farewell to Chairperson Deirdre O’Donnell, who stood down as Chair and ACCAN Director at its November Board meeting. Deirdre has held the position since November 2017 and has guided the organisation through a period of substantive change in that time.

“It’s been a real privilege to have been Chair of the ACCAN Board for the last five years, and to have worked alongside a group of talented and committed directors dedicated to governing ACCAN in line with its mission.

The Australian Communications Consumer Action Network (ACCAN) is proud to support Scams Awareness Week (7–11 November 2022).

Scams Awareness Week is an annual campaign hosted by the ACCC and the Scams Awareness Network, which raises awareness about common scams and offers tips on how people can protect themselves from scammers. This year Scams Awareness Week is about empowering people to learn how to spot a scam and encouraging them to take the time to check whether a communication or offer is real.

In light of rapid increases to the cost of living, the peak body for communications consumers has welcomed new measures announced in this week’s federal budget to improve the affordability of communications services and boost digital inclusion across the nation. The announcements echo calls made by the Australian Communications Consumer Action Network (ACCAN) to establish a concessional broadband product for households on low incomes.

The Australian Communications Consumer Action Network (ACCAN) has welcomed an overall fall in complaints to the Telecommunications Industry Ombudsman (TIO). However, considerable increases to complaints about poor mobile coverage and mobile service dropouts (up 9.9% and 6.3% respectively) have concerned the peak body for communications consumers.

Complaints data published today in the TIO’s 2021-22 Annual Report shows that there were 79,534 complaints received in the last financial year; a decrease of 33.4% compared to the 2020-21 report. This is the lowest volume of complaints received by the TIO in over three years and the largest percentage reduction in over a decade.

Better Basics is the theme for the 2022 Australian Communications Consumer Action Network (ACCAN) conference which is to be held online on September 14. The aim of this year’s conference is to outline some of the key issues that are of continuing importance to consumers, and to highlight the work being done by consumer advocates, industry, regulators, and politicians to improve the communications sector and get the basics right for consumers.  

At a time when being connected to communications services is so crucial to everyday life, the reliability of services is essential. Conference delegates will hear from industry experts about measures they’re undertaking to ensure that consumers have reliable access to broadband, mobile and landline services, no matter where they live in Australia.

As Australian households increasingly feel the impact of higher costs of living, new research by the Australian Communications Consumer Action Network (ACCAN) conducted in April has revealed that 90% of Australians think that telcos should provide an affordable internet plan as standard so that everyone can remain connected.

A nationally representative survey of nearly 1,000 Australians conducted by the peak body for communications consumers also found that more than 80% (82%) view a home internet connection as essential. At the same time, more than a quarter (27%) say their phone and internet costs are unaffordable.

Home broadband services have become increasingly expensive and are out of reach for many households facing cost of living pressures. Furthermore, issues with reliability remain a key frustration for many Australians. The experience of the pandemic has taught us that broadband is an essential service which should be available and reliable to all.

The Australian Communications Consumer Action Network (ACCAN) is urging the Australian Competition & Consumer Commission (ACCC) to reject the NBN’s latest proposal to vary its Special Access Undertaking (SAU) due to concerns with pricing, along with a lack of service quality framework. The SAU is a key part of NBN’s regulatory framework that governs the prices NBN is allowed to charge for the services it supplies to phone and internet retailers.

The affordability and availability of broadband services in Australia has remained a significant problem for many vulnerable communities and people on low incomes. Despite an increase in remote learning, telehealth services and work from home arrangements in the last two years there are still approximately 900,000 Australian households who do not have an in-home internet connection1.

Launching its latest policy position “The Future of Broadband,” the Australian Communications Consumer Action Network (ACCAN) is warning that enduring provisions to safeguard the interests of Australians are needed to protect consumers. Since the National Broadband Network was declared ‘built’ by the Federal Government in 2020, Australians have endured lockdowns, natural disasters and more recently, significant increases to the cost of living.

The Australian Communications Consumer Action Network (ACCAN) has welcomed measures to improve connectivity for people living in regional Australia in the 2022-23 Federal Budget, however stressed the need for urgent government action on broadband affordability.

The Coalition Government has announced $811.8 million in funding for the Connecting Regional Australia Initiative to expand mobile coverage and improve connectivity, resilience and affordability in regional, rural and peri-urban Australia.

While the essentiality of communications services has been demonstrated by natural disasters and the COVID-19 pandemic, the affordability of communications services continues to be an issue, especially for Australians on lower incomes.