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. 

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The fall in complaints to the Telecommunications Industry Ombudsman (TIO) highlights the positive power of effective industry regulation, according to the Australian Communications Consumer Action Network (ACCAN).

Complaints data published today in the TIO’s Annual Report 2018-2019 shows that complaints about phone and internet services fell 21.1 per cent in the last financial year. Among these 132,387 complaints, the TIO identified over 50 possible systemic issues, of which over a third were refer to regulators.

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A report released today by the nation’s independent infrastructure advisor, Infrastructure Australia, affirms ACCAN’s position that home broadband is unaffordable for many households.

As Australia’s voice for phone and internet users, ACCAN has highlighted the need for more affordable home broadband options for Australian consumers. The 2019 Australian Infrastructure Audit supports this view, describing telecommunications as essential to participating in society, however noting that there are “challenges that must be overcome to ensure that no Australian is left behind in the digital world, in terms of digital literacy, access and affordability.”

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The Australian Communications Consumer Action Network (ACCAN) has called for greater reliability safeguards after data from the ACMA shows unreliable telco services are driving hundreds of thousands of complaints.

In a report released this morning, the ACMA revealed that 448,470 complaints were filed by unhappy telco consumers in the quarter to December 2018. Taking into account the number of telco services in operation across the country, this equals 108 complaints per 10,000 services – a 10.2 per cent increase since the previous quarter.

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Man and woman looking at bill, distressed

The revised Telecommunications Consumer Protection (TCP) Code fails to adequately protect telco consumers, according to consumer groups.

Despite consultation with the telco industry and regulator, consumer groups including ACCAN, Consumer Action Law Centre, WEstjustice, Financial Counselling Australia, Financial and Consumer Rights Council, Financial Rights Legal Centre, Money Mob, and HK Training and Consultancy, consider that the new TCP Code does not provide strong enough consumer protections.

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Australia’s peak communications consumer advocacy group, the Australian Communications Consumer Action Network (ACCAN), has today announced the seven successful projects that it will fund through the 2019 Round of the ACCAN Grants Program.


The ACCAN Grants Program funds projects to undertake research on telecommunications issues, represent telecommunications consumers, and create educational tools which empower consumers to understand telecommunications products and services and make decisions in their own interests.

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As Australia’s consumer voice on phone and internet issues, the Australian Communications Consumer Action Network (ACCAN) has welcomed NBN Co’s recently announced Wholesale Pricing Review Consultation Paper.

ACCAN has strongly championed the need for affordable home broadband in Australia. High-cost broadband services make accessing important education, employment, health and government services very difficult for our communities.

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NRS tender outcomeThe Australian Communications Consumer Action Network (ACCAN) welcomes the Federal Government’s appointment of a service provider for the National Relay Service (NRS).

The NRS allows Australians who are Deaf or have hearing or speech impairment to access telecommunications services through the phone, web or teletypewriter (TTY). It is a vital service that allows its users to communicate for work, socially, and in emergencies.

“All Australians deserve the right to reliable communications whether they access it through traditional telco technology or through the NRS,” said ACCAN CEO, Teresa Corbin.

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The Australian Communications Consumer Action Network (ACCAN) welcomes the appointment of the Hon Paul Fletcher to the position of Minister for Communications, Cyber Safety and the Arts in the newly announced Coalition Cabinet.


“The next three years will bring a number of important milestones, challenges and opportunities for telecommunications in Australia,” said ACCAN CEO, Teresa Corbin. “From the roll-out of 5G, to the anticipated completion of the NBN network, we look forward to working with Minister Fletcher during this exciting time to achieve better outcomes for consumers.”

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A new report released today by Australia’s peak communications consumer organisation, the Australian Communications Consumer Action Network (ACCAN), shows that telco customer service representatives are being encouraged to focus on selling over service, potentially exposing consumers to questionable selling practices.


The Spotlight on Telco Commissions and Targets exploratory report was commissioned following a number of troubling stories that ACCAN had received from consumers who were sold plans or products that were more expensive than they had expected or that were beyond their means.

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The Australian Communications Consumer Action Network (ACCAN) has welcomed action by the Australian Communications Media Authority (ACMA) against Telstra, Optus and Vodafone who neglected their responsibility to provide people with disability with information about products and services that may meet their needs.

The ACMA’s formal warning comes five years after ACCAN first identified that these telcos were failing to provide appropriate information to people with disability during a mystery shopping research project. The consumer group engaged with Telstra, Optus and Vodafone to discuss the poor outcomes from this research and suggest possible pathways to improve. However, in 2016 a second round of mystery shopping proved that little had been done to implement these improvements.

 

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The announcement of $220 million in funding for regional communications has been celebrated today by the Regional, Rural and Remote Communication Coalition (RRRCC) as a win for bush communications across the country.

The significant funding announcement from the Government accompanies their response to the 2018 Regional Telecommunications Review.

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The Rural Regional and Remote Communications Coalition (RRRCC) welcomes today’s announcement from the Minister for Regional Services Senator Bridget McKenzie which will see regional Australians benefit from 180 new mobile base stations as part of Round 4 of the Mobile Black Spot Program.

 

For Australians living in rural, regional and remote communities, having access to reliable communications is vital. The Mobile Black Spot Program has been instrumental in making real change to these communities, with more than 1,000 mobile base stations designated to be built, expanding mobile coverage across the regions.