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IN THE NEWS: Under current protections system, recent misconduct cannot be penalised, TIO complaints numbers drop – but have consumers given up?; and Senate inquiry recommends outage network roaming, compensation
CEO MESSAGE: This week, we saw intense public scrutiny brought to bear toward the Telecommunications Consumer Protections (TCP) Code through a notable ABC piece. National Consumer Affairs Reporter Michael Atkin wrote that, although several Telstra customers were harassed over their deceased loved one’s telco accounts, there is nothing in the co-regulated consumer protections framework that allows for compensation to the consumer or fines to the company.
As I told ABC Radio’s Ali Moore, this significantly distressing event is completely unacceptable, and speaks to the inadequacy of the TCP Code framework. We need an open, transparent, accountable system that incentivises industry to focus on consumer interests and has appropriate penalties and fines. An overhaul is needed, and it should be based on the direct regulation of industry.
On Wednesday morning, the Telecommunications Industry Ombudsman (TIO) and the ACMA released consumer complaints data for the last financial year. Headline figures showed a 14.6% drop in consumer complaints, which some in the industry heralded as a success story. We know that this is far from the full picture. As we expressed in a media release, the reduction in complaints is more likely to indicate that telco consumers have given up on complaining all together. This is consistent with research from the Consumer Policy Research Centre, which found that Australian consumers have lost confidence that their telco issue will be resolved through a complaint, and of those who persist, fewer escalate their complaint to the TIO.
In other news, this week we also attended a consultation with Treasury about the scams prevention framework, where we continued to push our argument for the presumption of reimbursement for scams victims.
After a meeting of our Board this week, I am pleased to say that Vince Humphries was elected as Chair and Delia Rickard elected as Deputy Chair. Both Vince and Delia bring extensive expertise and professionalism to their roles, and I am really looking forward to working with them to take ACCAN into the future.
We will continue to advocate for consumers at every step and thank you for your continued support in these efforts.
I hope you enjoy this edition of WebNews.
Carol Bennett
Chief Executive Officer
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In a notable ABC story this week, Michael Atkins reports that although several Telstra customers were harassed over their deceased loved one’s telco accounts, there is nothing in the co-regulated consumer protections framework that allows for compensation to the consumer or fines to the company. Jenny Moncur was contacted by Telstra for over nine years about her deceased husband’s mobile phone account, and more than 20 other families have reported similar incidents. The ACMA found that there was little they could do to penalise Telstra, as this conduct was not prohibited under the protections code which governs the telco sector. As we have expressed this week, this is grossly inadequate, and the regulator should be able to address such conduct with fines that are commensurate with the scale of the problem. [ABC]
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A report from the Telecommunication Industry Ombudsman (TIO) of a 14.6% reduction in consumer complaints over the past year is unlikely to be an indication of improved satisfaction with communications services. The reduction in complaints is more likely to indicate that telco consumers are increasingly giving up on the complaints process. ACCAN is hoping to work more closely with telcos and other stakeholders to rebuild trust with the Australian community, particularly through the upcoming revision of the Complaints Handling Standard, to assist the one million consumers who complained to their telecommunications provider in the 2022-23 financial year. [ACCAN]
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A Senate inquiry looking into the 2023 Optus network outage has returned a range of key recommendations, including that customers receive appropriate compensation in the case of future outages, and that network roaming be examined as a way of keeping Australians connected. In our submission to the Senate inquiry, ACCAN strongly supported the exploration of temporary roaming arrangements to keep consumers connected during disasters and emergency situations. We also want to see customers receive full and fair compensation after future outages. [ABC]
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A national industry code for dating apps commenced on Tuesday this week, which will require the apps to have systems in place to detect and act on harms against their users. The Code will be enforceable from April 2025. In a recent submission to the Digital Platforms Services Inquiry, ACCAN argued that consumers should have easier ways to report issues on all digital platforms: clear complaint channels through internal dispute resolution standards and expanding the remit of the Telecommunications Industry Ombudsman to cover digital communications [ABC]
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Last week, ACCAN CEO Carol Bennett wrote an opinion piece for Australian Community Media and the Canberra Times about the key flaw in the government’s proposed scams prevention legislation. Consumers need a presumption of reimbursement, similar to that enacted in the United Kingdom, if the scourge of scams is to be combatted properly. Thank you to Senator David Pocock for his support of the piece. We look forward to participating in an upcoming scams roundtable hosted by the Senator. [Canberra Times]
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ITNews has released a free report into the state of AI within the telecommunications sector. Australian telcos are already using AI within their customer service and network management processes, and it is seen as an important cost reduction tool. While we support technology change which benefits consumers, particularly through lower prices, ACCAN has recommended in a soon-to-be-released submission that a mandatory, ex ante, whole of economy approach to high-risk AI guardrails be introduced, This will provide a default baseline for government and the private sector with the option of domain-specific rules as needed. We also advocate for the empowerment of an independent, capable regulator to enforce the Mandatory Guardrails. [ITNews]
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It’s Cyber Security Awareness Month, and the Australian Department of Home Affairs is encouraging you and your networks to prioritise cyber security. There are four key actions you can take to increase your cyber security: enable multi-factor authentication, install software updates whenever available, use strong and unique passphrases, and recognise and report phishing. Cyber security is everyone’s business and securing online data is an important element of scam prevention. More information about ACCAN’s work on cyber security policy can be found on our website. [Department of Home Affairs]
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We are pleased to announce that, after a Board meeting following the AGM last week, Vince Humphries was elected Chair and Delia Rickard Deputy Chair of ACCAN. Both bring extensive expertise and professionalism to lead ACCAN into the future. [ACCAN]
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The ACCAN Board is inviting Expressions of Interest from experienced individuals interested in serving on ACCAN’s Independent Grants Panel. There are currently two vacancies on the Panel. The Grants Panel assesses applications for funding received to ACCAN’s annual grants round and are an important part of the independence and rigour of the Program. Interest from candidates with experience in the community sector and/or current research knowledge of the social impact of digital platforms is particularly encouraged. Expressions of Interest must be received by 5pm (AEDT) Friday 11 October 2024. For more information, including selection criteria, please visit the link above. [ACCAN]
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WebNews #677
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Tel: (02) 9288 4000
Email: media@accan.org.au
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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