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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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Complaints up by 31% as customer service levels reach a new low

ACCAN says the record-high complaints figures released by the Telecommunications Industry Ombudsman (TIO) today are the final piece of evidence the regulator, the Australian Communications & Media Authority (ACMA), needs to justify strong action to bring the self-regulated industry under control.

 Figures released by the TIO report 60,000 new complaints from January to March this year – more than 20,000 per month – and up by 31% on the record-high in the previous quarter.

The Internet Society of Australia (ISOC-AU) and the Australian Communications Consumer Action Network (ACCAN), today launched NBN: A Guide for Consumers, designed to offer all Australians simple information about the National Broadband Network.

Peak telecommunications consumer body ACCAN body says the Telecommunications Industry Ombudsman (TIO) needs to be given greater powers, including the ability to charge telcos more to resolve complaints and the right to award compensation to customers when a telco breaches its consumer protection obligations, in order to bring about real change to the industry.  

The Footscray Legal Community Centre (FCLC) together with ACCAN has today released a damning report that documents the experiences of 16 new Australian migrants and finds that in many cases telcos are taking advantage of this already disadvantaged and highly vulnerable group.

A new report about emergency services during the Queensland floods says major issues with the National Relay Service (NRS), based in Brisbane, left some people with hearing or speech impairments unable to contact emergency services. 

Telco complaints to the Telecommunications Industry Ombudsman (TIO) have soared 9% in the last six months taking them near their 2009 record highs and marking a new low for Australian customers, peak communications consumer body ACCAN said today.

Peak communications body ACCAN commends Vodafone CEO Nigel Dews for his frank and unqualified letter of apology to the company’s four million customers for a string of incidents that has seen its network – and customer service – stretched to its limits over the past four months.

The Australian Communications Consumer Action Network (ACCAN) and Media Access Australia (MAA) are calling on the major television networks to include comprehensive captioning on digital free-to-air multichannels after new research has found a high level of awareness and use of closed captions – even among those who aren’t hearing impaired.

The creator of Vodafail.com, Adam Brimo, has submitted a damning 30-page document to the Australian Communications and Media Authority (ACMA) and the Australian Competition and Consumer Commission (ACCC) that summarises the experiences of 12,000 Vodafone customers in relation to poor 3G network coverage, customer service and complaint handling by the telco.

The report, Vodafone situation: yesterday, today and tomorrow, analyses thousands of similar stories from customers about hours spent on hold to Vodafone’s call centre trying to make a complaint about its 3G network issues, including frequent call dropouts and delayed receipt of voicemail and text messages.

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