Communications

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The Australian Communications Consumer Action Network (ACCAN) welcomes today’s release of the Federal Government’s report on Complaints Handling and Consumer Redress in the telecommunications industry. As Australia’s peak body representing telecommunications consumers, ACCAN has argued that better regulation in telecommunications is needed to safeguard the interests of consumers. The Government’s report acknowledges this need. “We…

Read More ACCAN welcomes new complaint powers for telco customers

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The Telecommunications Industry Ombudsman has published its 2017-2018 Annual Report today (17 October 2018). Launching the report, Ombudsman Judi Jones said, “The number of complaints about telecommunications services in Australia appear to be turning a corner. “Declining complaints across all landline, mobile and internet services are a positive indicator of recent industry, government and regulator efforts…

Read More Phone and internet complaints turning a corner

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The ACMA has directed Telstra to commission an independent audit of compliance with its priority assistance obligations for customers with life-threatening medical conditions. Telstra must also implement a range of systems, processes and reporting to assure the future reliability and effectiveness of priority assistance. The remedial direction results from an investigation into Telstra following two incidents in 2017, where…

Read More Telstra breaches priority assistance obligations

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Eight new members have joined the Australian Communications and Media Authority’s Consumer Consultative Forum (CCF) to provide information and advice on telecommunications issues affecting Australians. The organisations appointed are: Consumer Policy Research Centre Country Womens’ Association of Australia Deaf Australia Federation of Ethnic Communities’ Council of Australia LegalAid NSW NSW Business Chamber South Australian Council of…

Read More New appointments to telco consumer forum

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The ACMA’s final set of rules to improve the experience for consumers moving to services delivered over the National Broadband Network (NBN) commence today. ‘The ACMA has been working hard on behalf of consumers to address issues of concern before we reach the peak rollout period for the NBN,’ said ACMA Chair Nerida O’Loughlin. Over…

Read More ACMA’s telco rules finalised

ACCC Chair Rod Sims has put telecommunications companies on notice to ensure their advertising is clear and transparent or face court action from the regulator, including much higher penalties and a warning that the ACCC may bring proceedings against executives who knowingly approve misleading advertisements. Earlier this year the ACCC began investigating Optus, Vodafone and…

Read More Telcos on notice about false and misleading advertising

Operating since 1993, the Telecommunications Industry Ombudsman scheme (TIO) provides a fair, independent and accessible dispute resolution service for telephone and internet complaints. The TIO scheme is managed by an Ombudsman and a Board comprising independent directors, directors with industry and with consumer experience and an independent Chair. The Board is responsible for appointing and…

Read More TIO seeks Director with Consumer Experience

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Here is your chance to have your say about the My Health Record system – submissions invited on the Parliamentary inquiry into the expected benefits of the system and other issues, read more here. Individuals and organisations are invited to send in their opinions and proposals in writing (submissions) Preparing a submission to an inquiry.  Submissions sought by 14 September…

Read More My Health Record – submissions invited

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A new report highlighting the issue of phone number loss when migrating to the National Broadband Network (NBN) is recommending greater action by phone companies – including better communication with consumers and small businesses. Residential consumers and small businesses generally expect to retain their existing phone numbers when moving between providers or to the NBN.…

Read More Telephone number loss an issue for consumers and small business

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New research published today by Consumers International‘s member the Norwegian Consumer Council suggests that leading tech companies are making difficult for consumers to opt out of sharing their personal data using a variety of design techniques and default settings. Despite the introduction of the EU’s new General Data Protection Regulation (GDPR), which came in to force in…

Read More New research suggests leading tech companies are making it difficult for users to opt of out sharing personal data