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| In the news this week: Comms policies for the 2025 election, ACCAN releases part of its consumer sentiment research, Fair Call campaign gathers momentum | | CEO Message: | Canberra is officially now in caretaker mode with the 2025 Federal Election set for Saturday 3 May. In response, ACCAN this week began our pre-election campaign—a critical opportunity to push for stronger safeguards in communications. Our campaign outlines a set of policy priorities that speak directly to the affordability crisis, digital inclusion and competition, and the persistent gaps in regulation that continue to harm consumers.
Among our key asks: - A concessional broadband product for low-income households
- A national comparison tool to help people find the best mobile and internet deals
- A free public Wi-Fi program for vulnerable communities
- Stronger rules for telcos and digital platforms—enforced, not optional
- Regulatory reform starting with a review of the Telecommunications Act of 1997
We want to see Australia’s political parties commit to communications policies which will boost outcomes for all Australian consumers after a Federal Budget silent on new opportunities in this area.
This week we have continued the Fair Call campaign, uniting 23 consumer organisations around a shared call for consumer protection reform. The campaign has already seen strong engagement across media and the community sector. If you haven’t visited the campaign hub yet, I encourage you to do so and share it with your networks.
Finally, I spoke with Rick Hind on ABC Darwin about ACCAN’s initial consumer sentiment research results and the reforms that it suggests. ACCAN will share further insights from this research soon.
As we approach the election, our message to decision makers is clear: Australians are paying too much for unreliable services, and they’re being let down by a system that allows it. We need strong, mandatory and enforceable rules that put consumers first.
Thank you for standing with us. |
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Carol Bennett Chief Executive Officer
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| | With the Federal Election now underway, ACCAN is calling on all parties to commit to stronger protections and fairer policies in the communications sector. Too many Australians are being left behind by rising costs, unreliable services, and outdated rules.
Our platform outlines practical reforms to ensure communications services are affordable, accessible, and accountable.
We’re calling for: - A concessional broadband product to support low-income households
- A government-funded independent comparison tool for phone and internet plans
- A national public Wi-Fi program to provide digital access for vulnerable communities
- Mandatory sales and credit rules to protect consumers from harm
- A Digital Communications Ombudsman to resolve disputes fairly and affordably
- Funding for consumer representation in digital platform policy
- Regulatory reform starting with a review of the Telecommunications Act of 1997
Australians rely on phone and internet services every day — for work, education, healthcare and staying connected. These services are essential, and it’s time they were treated that way. [ACCAN] | | | | |
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| | Preliminary statistics from ACCAN's new Consumer Sentiment survey released last week show:
- 41% of Australians say they don’t trust their telco to act in their best interest
- 1 in 4 felt pressured into signing up for more expensive plans
- 32% received different coverage than promised
- 39% experienced unexpected changes to their contracts
The preliminary figures support long-standing concerns from ACCAN, the community sector and the ACCC that telco sales practices often exploit consumer vulnerability and confusion, particularly around plan complexity and coverage.
In a media release last week (linked above), ACCAN CEO Carol Bennett said that the statistics also speak to a bigger problem: a lack of accountability in a sector that has outgrown the outdated self-regulatory framework. Australians rely on phone and internet services every day — for work, education, healthcare and staying connected. These services are essential, and it’s time they were treated that way. [ACCAN] | | | | ACCAN interview: communications in Darwin
In an interview with Rick Hind on ABC Darwin on Wednesday morning, ACCAN CEO Carol Bennett discussed new Essential polling data that reveals deep consumer dissatisfaction with Australia’s telecommunications services and its relevance to the Northern Territory.
“These aren’t isolated incidents—this is the shared experience of too many Australians,” Carol said.
She pointed to ongoing issues in Darwin and across the NT, where affordability and access are major challenges. Data from the Australian Digital Inclusion Index shows Darwin ranks lowest of all capital cities on digital access, affordability, and capability. Remote Indigenous communities face even greater barriers.
Carol also spoke to 2GB’s Clinton Maynard last week about the initial research findings and what it means for the telco industry.
[ABC – interview begins at 31:08] | | | | |
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| | ACCAN’s Fair Call campaign continues to build momentum, with 23 consumer organisations (pictured below) calling on the ACMA to reject the failed Telecommunications Consumer Protections (TCP) Code and replace it with mandatory rules that actually protect consumers.
The current Code, written by industry, has existed as harmful practices like irresponsible sales and poor credit assessments persist. Despite repeated consultations, key problems remain unresolved.
We’re calling for: - Stronger rules on sales and credit practices
- Fair treatment for customers in debt
- Protections for vulnerable consumers
- Real accountability for telcos
We’ve also launched a coordinated social media campaign across all major platforms to raise awareness. You can join the call by sharing posts using #FixTheTelcoRules and tagging @ACCAN and the ACMA.
Download shareable tiles and view the campaign hub at the link above.
The message is clear: communications are essential—and the rules must reflect that. [ACCAN] | | | | |
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| | ACCAN is preparing a submission to the ACMA regarding the SMS Sender ID Register. The standard aims to disrupt scam SMS and protect consumers against spoofing through introducing a mandatory SMS sender ID register managed by the ACMA. If you are interested in providing input or signing on to our submission, please reach out to us preferably by 10 April 2025. You find more information about the consultation on the ACMA’s Proposed rules and operation of SMS sender ID register. You can email our team here, or at the link above. [ACCAN 'Contact Us' page] | | | | |
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| Have you received a suspicious message claiming to be from your bank? Don’t click or call—it could be a scam.
The ACMA is warning consumers about a rise in bank impersonation scams. These messages often look real and create a sense of urgency, telling you something’s wrong with your account and asking you to click a link or call a number. But the contact details lead straight to a scammer.
Here’s how to protect yourself: - Don’t trust links or phone numbers in unexpected messages—use your bank’s official website or app to check any claims.
- Watch for red flags like generic greetings, strange sender addresses, or urgent language.
- Stop, check, protect – pause before acting, verify details yourself, and report anything suspicious.
If you think you’ve been scammed: - Contact your bank immediately
- Notify your telco
- Report it to ScamWatch
For more support, visit www.idcare.org or call 1800 595 160 if your identity may have been compromised.
Together, we can help stop scams and keep our communities safer. [ACMA] | | |
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| | We recently submitted to the ACMA about amendments to the Complaints Handling Standard. ACCAN argues that the Standard must be changed to ensure it is fit-for-purpose and consumer focused.
The intent behind the changes is positive – but we have made thirteen recommendations make the Standard work better for consumers. We are calling for: - The definition of ‘complaint’ to reflect community expectations,
- Complaints prioritisation that reflects consumer interests, and particularly caters to vulnerable consumers
- The standard to include complaints regarding network outages caused by natural disasters (this is currently an exemption), and;
- Reduced timeframes for complaint resolution
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Tel: (02) 9288 4000 Email: media@accan.org.au Website: www.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. |
| 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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