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Peak communications consumer group, the Australian Communications Consumer Action Network (ACCAN), has released a report, called Can You Hear Me?, on the customer service provided by 10 telco providers. Major findings are that consumers are unimpressed by the amount of time they spend getting a resolution to a telco issue. It takes an average of 13…
Read More Disappointing Report Card on Telco Customer Service
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A final set of new rules requiring telcos to help their customers move smoothly to the National Broadband Network (NBN) was released today by the ACMA. ‘These new rules will give consumers greater confidence that their telco will make sure their new NBN service will work as expected and provide options if their connection doesn’t…
Read More ACMA finalises new telco rules for NBN migration
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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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The Australian Communications and Media Authority (ACMA) invites applications from consumer organisations to join its key telco consumer advisory group—the Consumer Consultative Forum (CCF). ‘Communications services are increasingly central to Australia’s economic and social wellbeing. We want to better understand the consumers’ needs in the contemporary and future communications environment’ ACMA Chair Nerida O’Loughlin. The…
Read More ACMA invites consumer reps to join key telco forum
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NBN Co has recently announced changes to wholesale prices charged to retail service providers (RSPs) from October 2018. These changes mean consumers can expect to pay higher prices to access NBN services. At the same time consumers can expect to have an improved experience as congestion in the network is addressed through greater dedication of…
Read More ACCAN’s Analysis of NBN Co’s recently announced Pricing Changes
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Telco consumers can expect a better complaints-handling experience under a new industry standard and record-keeping rules announced today by the Australian Communications and Media Authority (ACMA). This is the first tranche of new rules announced by the ACMA in December 2017 to improve consumers’ experience in migrating to the National Broadband Network (NBN). The ACMA’s actions follow its industry information-gathering exercise and its…
Read More ACMA rules kick in on telco complaints
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Many Internet connected children’s products have weak security as well as invasive data collection and privacy features. There is currently no effective regulation of these products, and little consumer understanding of how they function or their faults. Read more on the Consumers International website here and the video Huggybug Your Family Today’: Don’t play around with children’s online…
Read More Don’t play around with children’s online safety
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ACCAN is alarmed that complaints to the Telecommunications Industry Ombudsman (TIO) have increased by 28.7 percent in the six months to December 2017, compared to the same time the previous year. The peak Australian telecommunications consumer body says the TIO’s latest statistics reinforce the need for urgent industry action to put customers first. “Continuing high numbers of complaints shine a…
Read More Continuing rise in telco complaints shows need for urgent reforms
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The Turnbull Government has released the terms of reference for a review into consumer safeguards in the telecommunications sector. The review will be undertaken in three parts: 1. Ensuring that consumers have access to an effective complaints handling and redress scheme that provides transparency and holds telcos accountable for their performance. 2. Ensuring consumers…
Read More Government announces telecommunications Consumer Safeguards Review
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The ACCC has today published the final report of its communications sector market study, which includes 28 recommendations and actions on competition and consumer issues. Much has changed since the ACCC published its draft report in October 2017. Since then, the ACCC has secured eight court-enforceable undertakings from various internet service providers on NBN speeds,…
Read More ACCC finalises report on communications market
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A new Australian Communications and Media Authority (ACMA) intelligence sweep of telco websites has found the overwhelming majority of telcos are complying with rules to provide Critical Information Summaries (CIS) to their customers. ‘CIS provide important information to consumers when making a choice between the plans offered by different telcos,’ said ACMA Chair, Nerida O’Loughlin. ‘Consumers can find this…
Read More Telcos make a good start in providing critical information on NBN offers
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ACCAN welcomes the release of the first round of results from the ACCC’s Measuring Broadband Australia speed monitoring program, and its generally positive findings. ‘We’ve long been calling for the independent monitoring of broadband speeds so consumers know what they’re likely to be getting when they buy a service. We’re strongly supportive of the ACCC’s…
Read More ACCAN welcomes ACCC’s first NBN speed test results