14 March 2025

Dear ,
 

In the news this week: Consumer groups rally against TCP Code, adoption of modern emergency alert tech needed, and ACCC data shows drop in scam losses 

‍CEO Message:

This week, a coalition of consumer advocates, the Fair Call Coalition, launched a campaign to urge the Australian Communications and Media Authority (ACMA) to reject the Telecommunications Consumer Protections (TCP) Code and implement direct regulation in its place.

The TCP Code is developed by the industry peak body Communications Alliance and sets out rules and benchmarks for how telcos must deal with their customers. It is intended to protect customers who use mobile phone, landline and internet services, including the NBN. In order to register the Code, the ACMA must be satisfied that it meets appropriate community safeguards.

The formation of the Fair Call Coalition is a major development in the Code registration process. Twenty two consumer advocacy organisations have signalled their grave concerns about continued or worsening consumer harms if the draft Code is registered.

ACCAN has continued to monitor feedback on the final draft of the TCP Code. It is increasingly apparent that consumers, key regulators (notably the ACCC), and a concerning number of industry and stakeholder participants have fundamental concerns with the Code.

Tropical Cyclone Alfred placed a spotlight on the potential of future technology to improve connectivity to rural and regional areas particularly during natural disasters. The opposition criticised the government for failing to have the National Messaging System (NMS) ready in time for ex-Tropical Cyclone Alfred, which hit Queensland and northern NSW over the weekend. It was initially expected to be ready by 2024 but now will not be complete until 2027.

As I told ABC Darwin this week, we need to focus our attention on readiness for future disasters – and this means getting the NMS and the proposed Universal Outdoor Mobile Obligation (UOMO) in place and working as soon as practicable. We expanded on this issue in a media release distributed at the start of the week. I told ABC News last weekend that UOMO is an important safety net that will enable people to access emergency services when they need them.

And in some very welcome news, the Australian Competition and Consumer Commission (ACCC) this week released their 2024 Targeting Scams Report. Government attention and hard work through the National Anti-Scam Centre is starting to pay off: scam losses are down nearly 26%, while scam reports dropped nearly 18%. There is much more work to do – but we are pleased with the results of this annual report.

Read on for a summary of this week’s key consumer communications stories.  

‍Carol Bennett

Chief Executive Officer

Consumer organisations band together against TCP Code

A coalition of 22 consumer advocacy organisations, the Fair Call Coalition, has formally called on the ACMA to reject the Telecommunications Consumer Protections (TCP) Code and instead implement direct regulation of Australia’s telco industry. 

Consumer advocates argue that the telco industry’s self-regulating Code has failed to protect consumers, particularly those in vulnerable situations. Consumer Action Law Centre CEO, Stephanie Tonkin, emphasised that while the government has introduced stronger enforcement measures, it is time to move away from self-regulation.

Ms Tonkin said: “We continue to hear from callers about egregious examples of telco mis-selling and harm due to poor sales practices. The low standard of consumer protections in many areas of the Code has not changed. It’s time this Code was thrown in the bin and direct regulation implemented” Ms. Tonkin said.

Organisations supporting the Fair Call Coalition include Financial Counselling Australia, Council on the Ageing, CHOICE, the Centre for Women’s Economic Safety and Bush Money Mob. 

ACCAN will shortly issue its own public assessment of the TCP Code to add to the growing chorus of dissent about the lack of robust and appropriate regulatory oversight to ensure adequate consumer protection. [Consumer Action]

Modern tech can ease impact of natural disasters

With ex-Tropical Cyclone Alfred recovery underway and severe weather impacting Australia’s east coast, it’s critical to enhance emergency communications technology ACCAN argued in a media release this week.

Following the 2020 Royal Commission into National Natural Disaster Arrangements, the government committed funding to develop a National Messaging System (NMS). Using cell-broadcast technology, the NMS will deliver faster, more reliable emergency alerts unaffected by network congestion. It also enhances privacy protections and can override “Do Not Disturb” settings. However, its rollout is not expected until 2027.

In our media release, ACCAN CEO Carol Bennett said: “As climate change accelerates, governments must embrace new technologies to ensure public safety.” 

During Cyclone Alfred, power outages disabled hundreds of mobile towers. Future disasters will likely cause similar disruptions. The NMS and Direct-to-Device connectivity, supported by the Universal Outdoor Mobile Obligation (UOMO), can ensure Australians receive emergency updates even when networks fail.

ACCAN urges policymakers to fast-track the safety net of universal LEO satellite (LEOSat) mobile connectivity to ensure all Australians have access to critical communications [ACCAN]

CEO interview: regional communications and future technologies

This week Carol Bennett spoke to Rick Hind on ABC Darwin to discuss a wide range of emerging communications tech and policies. UOMO, LEOSats and the National Messaging Service were all on the table – particularly with respect to the recent cyclone in Queensland and New South Wales. It was a valuable conversation which is worth listening to for an overview on pressing issues – Carol speaks to Rick at the start of the ABC playback link above. [ABC]

More support needed for 3G shutdown headaches

Our CEO, Carol Bennett, spoke to CHOICE about the ongoing impact of the 3G shutdown and the need for better consumer support. Consumers—especially those in rural areas and people using older or assistive devices—still face real challenges, and we need stronger industry accountability to ensure no one is left behind. 

If you have lost coverage since the shutdown, CHOICE outlines a range of things you can do to help restore your connection. Getting in touch with your telco is the first port of call but there are also other options. [CHOICE]

Targeting scams report shows drop in losses, scam reports

Political attention and hard work through the National Anti-Scam Centre of which ACCAN is a member, is starting to pay off, according to new ACCC data. 

In 2024, scam losses dropped nearly 26%, while scam reports dropped nearly 18% compared to 2023. There is still much more work to do. At least $2 billion is ripped from the hands of Australians by scammers every years – but the downward trend is promising. 

We welcome the downward trend highlighted in this annual report and look forward to continued collaboration with key partners in efforts to wipe out scam activity. [ACCC]

ACCAN 2025 grants round - open 7 March

ACCAN’s grants round for 2025 is now open! Funding up to $40,000AUD is available for several research projects into communications issues for consumers. The expressions of interest stage is open from until 28 March (Closing at 5pm Sydney time).

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