Media Releases

ACCAN's work informs public debate about consumer issues in the communications landscape.  Welcome to our collection of the latest news and current affairs that impact communications consumers. 

Sign up for ACCAN's weekly newsletter to have these news items emailed to you each week.

Media enquiries:
Alec Bennetts
Mobile: 0409 966 931 
Phone: 02 9288 4000
This email address is being protected from spambots. You need JavaScript enabled to view it.

[ List view  |  Detailed view ]

The Australian Communications Consumer Action Network (ACCAN) welcomes the new Telecommunications (Financial Hardship) Industry Standard, developed by the ACMA at the direction of the Minister for Communications, the Hon Michelle Rowland MP.

ACCAN CEO Andrew Williams said that the new financial hardship standard is a critical improvement in consumer protections for telecommunications consumers.

The Board of the Australian Communications Consumer Action Network (ACCAN) today announces that, for personal reasons, ACCAN’s CEO Andrew Williams, will leave the organisation in February 2024.

Professor Julian Thomas, ACCAN’s Chairperson said, “Andrew has been with ACCAN for nearly five years, firstly as our Director of Operations and as our CEO for the last two years.  During this time he has led the organisation through a period of significant transition and on behalf of the Board I thank him very much for his contributions. 

The Australian Communications Consumer Action Network (ACCAN) has welcomed the Australian Competition and Consumer Commission’s (ACCC) acceptance of NBN Co’s Special Access Undertaking (SAU) Variation.

The SAU sets out the rules by which NBN Co provides wholesale access to retailers. It will determine the price and quality of voice and broadband services delivered over the NBN until 2040.

The Australian Communications Consumer Action Network (ACCAN) has welcomed the findings of the Telecommunications Industry Ombudsman (TIO)’s latest Annual Report showing that complaint numbers have declined notably in the last 12 months.

TIO data published today demonstrates a 16.5% reduction in complaints in 2022-23 compared with the previous year. While this is a welcome trend, mobile service complaints now account for 48% of all complaints lodged with the Ombudsman, and are proportionally at their highest level in over six years.

The Australian Consumer Action Network (ACCAN) welcomes the Minister of Communications, Michelle Rowland’s, decision to direct the Australian Communications and Media Authority (ACMA) to implement a standard for financial hardship.

“ACCAN strongly supports the Minister for Communications directing the ACMA to make a directly enforceable instrument for safeguarding telco consumers experiencing financial hardship,” said ACCAN CEO, Andrew Williams.

“Establishing substantive protections for telco consumers will support as many as 2.4 million Australians who have had difficulty or struggled to pay a telco bill in the last 12 months,” said Mr. Williams.

The Australian Consumer Action Network (ACCAN) welcomes the Australian Communications and Media Authority’s (ACMA) position paper for the telecommunications sector, What consumers want – Consumer expectations for telecommunications safeguards, released today.

The ACMA’s position paper reflects ACCAN’s view that telecommunications safeguards arising from the TCP Code are not delivering for consumers in many essential areas.

‘The ACMA’s position paper is reflective of a growing consensus that existing consumer protection arrangements are not fit-for-purpose.’ said ACCAN CEO Andrew Williams.

Australia’s peak communications consumer advocacy group, the Australian Communications Consumer Action Network (ACCAN), has today announced 7 projects that it will fund through the 2023 Round of its Independent Grants Program.

The ACCAN Independent Grants Program funds consumer-focused projects to undertake research, represent consumers, and create educational tools which empower consumers to make decisions in their own interests.

The operation of ACCAN’s Independent Grant Program is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997.

ACCAN welcomes the Australian Communications and Media Authority’s (ACMA) report Financial hardship in the telco sector released today. The ACMA's findings align with ACCAN research conducted earlier this year which shows that cost of living pressures are having a significant impact, with some consumers continuing to struggle to pay their telco bills.

“Cost of living issues aren’t going away for the foreseeable future, so it’s particularly concerning that over 40% of the Australian adult population are unaware that they can contact their telco provider for help managing their bills.  This research shows that it is imperative that financial hardship policies are promoted by telcos and made easily accessible on their websites,” said ACCAN CEO, Andrew Williams.

At its March meeting the Australian Communications Consumer Action Network’s (ACCAN) Board of Directors unanimously endorsed the organisation’s support of the Voice to Parliament.

A Voice to Parliament aligns with ACCAN’s vision of communications services that are trusted, inclusive, accessible, and available for all.

With the cost-of-living front of mind for most Australians, the Australian Communications Consumer Action Network (ACCAN) is urging the federal government to develop an easy to use, independent and free comparison tool to help consumers navigate the often-complicated telecommunications market.

Currently, it is difficult for consumers to find information about different products, services, and plans available to them. The establishment of an Independent Plan Comparison Tool (IPCT) will provide consumers with key product and price information for telecommunications services, allowing them to select a service offering that best meets their needs. 

Recent research conducted by the Australian Communications Consumer Action Network (ACCAN) has found that direct debit is a problem for some consumers, particularly for those who are living week to week.

A thriving and competitive communications market is characterised by a variety of free payment options that reflect consumer preferences for payment. However, some payment options may place unfair financial risk on consumers.

Households are increasingly feeling the impact of higher costs of living. New research by the Australian Communications Consumer Action Network (ACCAN), conducted in March, has revealed a fifth of consumers reporting that they missed a payment for a phone or internet service because they could not afford it.

Among those that were surveyed, of those responsible for paying telco bills in their household, 38% experienced phone and internet payment problems in the last 2 years. Over a quarter (26%) of the 1000 consumers surveyed regarded their phone and internet costs as unaffordable.