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IN THE NEWS: ACCC take Optus to court for unconscionable conduct, ACCAN before Parliamentary cyber security inquiry, and 3G network shutdown commences
 

CEO MESSAGE:  Consumers around the country will be feeling angry and betrayed at the news that Optus have allegedly taken advantage of consumers, predominately First Nations, regional consumers, consumers with a disability, and low-income consumers, in a display of gross misconduct.

The ACCC announced that it is taking court action against Optus as a result of alleged unconscionable dealings with 429 individual consumers. The cases primarily occurred in two Optus stores in Darwin, with some cases also in Mount Isa and in other stores nationwide.

We have been commenting in the Sydney Morning Herald/The Age, the AFR, the Guardian and on radio networks across the country on this disturbing story.

As we have stated, this court case should spur fundamental changes in the way our sector is regulated. If the ACCC allegations are proven in court, there is no doubt that significant reforms are needed to reinforce consumer protections and strengthen the powers and penalties available to the communications regulator.

This edition of WebNews features some of ACCAN’s vital policy work on digital accessibility, cyber security, customer communications during outages and privacy reform.

ACCAN has also been occupied with the 3G shutdown which began on Monday including my appearance on ABC News, where I explained why the shutdown is occurring and which devices must be checked as a matter of urgency.

By now consumers will all be aware of the shutdown and its implications for phones and other connected devices. Telstra’s network shutdown will be complete by Monday, 4 November, with Optus briefly retaining limited 3G coverage until its 4G network achieves comparable coverage. Telstra has posted a helpful blog post which addresses concerns and questions consumers may have.

This week, ACCAN participated in the Australian Internet Governance Forum (AuIGF), held in Melbourne and online. The AuIGf is an important opportunity for us to advocate for consumer interests in the management and regulation of the internet in Australia. Our Deputy CEO Dr Gareth Downing spoke alongside two of our long-time supporters - Dr. Daniel Featherstone (a current board member) and Holly Raiche, founding Deputy Chair of ACCAN.

On Friday 1 November, Gareth Downing and I provided evidence to the Parliamentary Joint Committee on Intelligence and Security. We put forward the consumer perspective on the Cyber Security Legislative Package to Senators and MPs from around the country based on our submission to the inquiry.

Finally, if you have feedback or personal stories relating to the Optus mis-selling scandal or the 3G shutdown, I encourage you to get in touch with our team.

I hope you enjoy this edition of WebNews.

Carol Bennett
Chief Executive Officer

ACCC takes Optus to court, accusing disgraceful consumer conduct

The ACCC has alleged disgraceful conduct by Optus – Australia’s second largest telco – in its treatment of vulnerable consumers between 2021 and 2023. Court action has been launched which alleges Optus of taking advantage of consumers, predominately First Nations, regional consumers, consumers with a disability, and low-income consumers. The ACCC has painted a sordid picture of alleged exploitative corporate conduct at its very worst. Practices described by the consumer watchdog simply cannot be allowed to occur in this country and requires decisive action from government. We are closely following this matter and will continue to advocate for much needed reforms in media interviews on this through next week. [ACCAN]
 

Cyber security standards must be enforceable, transparent

On Friday 1 November, ACCAN CEO Carol Bennett and Deputy CEO Gareth Downing appeared before the Joint Committee on Intelligence and Security to provide the consumer view on proposed cyber security laws. Mandatory standards for connected devices are lacking, leaving consumers vulnerable to cyber threats. We advocated for government powers to enforce compliance with safety standards for connected devices like smart speakers and wearables. Most importantly, ACCAN does not want the onus to be placed on consumers for cybersecurity protection. In a hyper-connected world, all devices are a potential point of entry for cyber criminals. Read more above. [ACCAN]

3G shutdown wrapping up – ACCAN in the media

The country’s remaining 3G networks began to close on Monday 28 October. Telstra’s switch-off will be complete by 4 November. We have come to this point after 5 years of planning and significant efforts to communicate the change to consumers. The 3G closure will allow for improvements in 4G and 5G networks, providing greater connectivity and service to consumers. It is vital that you check their devices and if concerned, contact your telco or device supplier or provider. Linked above is one of many interviews ACCAN has conducted during the week, calling for final preparation efforts from communities across the country. [ABC]
 

Australians deserve greater privacy protections – ACCAN submission

In a recent submission to the Senate Legal and Constitutional Affairs Committee, ACCAN argued that Australia's privacy protections are outdated and lagging behind the rest of the world. This puts consumer information at risk, leaving us all vulnerable to data breaches and identity theft. We are advocating for stronger privacy protections to safeguard our digital future. Australians need genuine consent measures, better personal information protections, and concise and relevant privacy information. Read our full submission at the link above. [ACCAN]
 

Digital accessibility and inclusion should be included in training & education

ACCAN recently submitted to the Future Skills Organisation (FSO) consultation on Bridging the Digital Divide: Digital Accessibility and Inclusion. We urged the FSO to make sure that students in tertiary education are taught about digital inclusion, and how they can apply best-practice accessibility standards to their future work. We also want to ensure that training providers are fully accessible, including in enrolment, coursework, delivery, placements and career support. Read more at the link above. [ACCAN]
 

Experience with past outages shows need for clear telco rules

ACCAN recently wrote to the ACMA regarding the Telecommunications (Customer Communications for Outages) Industry Standard 2024. The Standard provides rules as to how telcos must communicate with customers during outages. We know that during the 2023 Optus outage, a lack of clear information cause widespread uncertainty and frustration. Unfortunately, this Standard doesn’t completely solve the problem. ACCAN has urged the ACMA to strengthen the draft rules to require telcos to be more pro-active, and provide information in an accessible fashion. [ACCAN]
 

ACCAN-funded disability digital citizenship report launches

A new paper co-authored by Professor Gerard Goggin, Dr Wayne Hawkins and Aaron Schokman, and funded through ACCAN’s Grants Program, was launched on Wednesday afternoon. It suggests the need to move beyond conventional digital inclusion to an expanded, holistic perspective on what is needed to equip citizens with the inclusive and accessible tech, support, and resources they need to fully participate and thrive in (digital) social life. The full report is now available to read, including in accessible and Easy Read formats. [Western Sydney University]
 

Banking ombudsman sees drastic increase in scam complaints

The Australian Financial Complaints Authority (AFCA) has seen an 81% increase in scam-related complaints over the past year – almost 11,000 individual complaints. AFCA noted that phishing, spoofing, bank impersonation and remote access scams topped the list of reported scam types. This SBS article runs through how you can spot some of these common scams. The AFCA data shines a spotlight on the government’s proposed Scams Prevention Framework. As ACCAN has argued in a submission to Treasury, the requirements on consumers to demonstrate they have been scammed and to prosecute complex legal avenues of redress are not appropriate and consumers should have a presumption of reimbursement. [SBS]
 

WebNews #681

Tel: (02) 9288 4000
Email: media@accan.org.au

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