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This week
IN THE NEWS: Carol Bennett commences as ACCAN CEO, ACCAN denounces Telstra mishandling of unlisted numbers, and three new communications consumer grants announced
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ACCAN is delighted to announce that Ms Carol Bennett officially commenced as CEO of the organisation on Monday 8 July. Ms Bennett is a highly respected executive with extensive experience in senior management and board roles within the health and aged care sector. Importantly, Ms Bennett has an established reputation for effective national advocacy on behalf of consumers. Taking on the CEO role, Ms Bennett said, "I can’t think of a more important contemporary challenge than ensuring our communications and digital networks serve the needs of all Australians. Alongside the ACCAN team, our valued members, and other stakeholders, I look forward to continuing ACCAN’s work to secure communications services which are trusted, inclusive, and available for all.” [ACCAN]
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An Australian Communications and Media Authority investigation revealed Telstra made available to the public details of 140,000 telco customers who had requested unlisted numbers (also known as silent numbers), in breach of carrier licence conditions. This is a very serious breach of public confidence. Consumers should expect their privacy to be protected in the choice to opt for an unlisted number. Telstra faces no immediate penalty for this breach of consumer privacy. In ACCAN’s view, this falls far below community expectations. The ACMA should have a modern regulatory toolkit at its disposal and be empowered to apply strong and immediate penalties commensurate with the seriousness of misconduct. [ACCAN]
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The ACMA has announced its key areas of focus for industry compliance in FY2024-25. Leading areas include the protection of telco customers facing financial hardship, support for customers experiencing domestic and family violence, and disrupting SMS impersonation scams. the ACMA’s focus on consumer vulnerability, and will look to support and inform this important work over the coming year. [ACMA]
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ACCAN members will have received renewal notices by email over this past week. Thank you to all members for your continued support of ACCAN and its work for communications consumers. If you are not yet a member - an ACCAN Membership gives you access to informative and educative resources, ACCAN events, and frequent Members and Advisory Forums. Please contact our membership team should you have any questions. [ACCAN membership portal]
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ACCAN CEO Carol Bennett featured in a Sydney Morning Herald story this week about Telstra plan price increases. A new study commissioned by Amaysim has found that 28% of Australians had struggled to pay their mobile phone bill at least once in the last 12 months. This number was higher among Gen Z (40%) and Millennial (37%) cohorts. Ms Bennett said that, “ACCAN is disappointed to see any increase in plan prices when so many Australians are doing it tough. Consumers are facing higher prices on their mobile and internet plans, and data from Amaysim confirms what we have been hearing for some time – people are struggling to keep up.” [Sydney Morning Herald/The Age]
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Late last week, the Consumer Action Law Centre (CALC) called for direct regulation of telecommunications providers as essential services with appropriate protections. Commenting on the adequacy of the draft Telecommunications Consumer Protections (TCP) Code, CALC CEO Stephanie Tonkin said, “it [the draft TCP Code] is riddled with vague promises and assertions, unenforceable guidance notes, and lacks the necessary firm commitments needed from telcos to assist customers in vulnerable circumstances.” [CALC]
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The Joint Select Committee on Social Media and Australian Society held its final public hearing on 10 July. The wide-ranging committee is due to deliver an interim report on the influence and impacts of social media on Australian society by 15 August. ACCAN is currently finalising a submission, and will make recommendations on issues including cost structures, privacy and safety. [Parliament House]
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The ACMA has released a helpful consumer fact sheet about financial hardship. It explains the assistance available to help people struggling to pay their phone or internet bill. It sets out options for assistance, criteria for eligibility, how to get help and how to make a complaint. They have also released a series of animated video resources, available on the consumer group resources page. [ACMA]
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The Australian Mobile Telecommunications Association (AMTA) 3G closure page (linked above) now includes a ‘check my device’ tool. Consumers can input their 15-digit IMEI serial number into the online tool and receive confirmation as to whether their device will work after the shutdown. ACCAN encourages readers to share the AMTA resource with their networks ahead of the shutdown of the Telstra 3G network on August 31. [AMTA]
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The Regional Telecommunications Independent Review Committee (RTIRC) is currently holding consultations around the country, providing an opportunity for people living and working in regional, rural and remote areas of Australia to share their views and experiences using telecommunications services in their area. The RTIRC will be in South Australia on 26 July, regional NSW from 9-10 August and the Northern Territory from 11-13 September. You can register for these upcoming events and/or submit your views via a simple survey, via the link above. [RTIRC]
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If you are Deaf, or have a hearing impairment or speech impairment, you can contact us on 02 9288 4000 through your preferred National Relay Service call number or access point.
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Although we take care to direct subscribers to sites with accurate and reliable content, we advise that ACCAN is not responsible for the content within external sites and has no control over the views, services or information contained therein. Information contained on external sites may not necessarily reflect ACCAN's policy, standards or beliefs. The information contained in or attached to this message is intended only for the people it is addressed to. If you are not the intended recipient, any use, disclosure or copying of this information is unauthorised and prohibited. This information may be confidential or subject to legal privilege. If you receive this e-mail in error, please notify the sender immediately and delete the e-mail and any attachments. The Australian Communications Consumer Action Network does not warrant that the information in this e-mail or any attachments are free from any viruses, defects, errors, interception or interference.
The Australian Communications Consumer Action Network's representation of residential and other consumers' interests in relation to telecommunications issues is supported by the Commonwealth through the Department of Infrastructure, Transport, Regional Development, Communications and the Arts.
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