Telcommunications and Internet - Consumers' Federation of Australia

17 April , 2018

Continuing rise in telco complaints shows need for urgent reforms

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…

17 April , 2018

Government announces telecommunications Consumer Safeguards Review

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…

5 April , 2018

ACCC finalises report on communications market

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,…

4 April , 2018

Telcos make a good start in providing critical information on NBN offers

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…

29 March , 2018

ACCAN welcomes ACCC first NBN speed test results

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…

26 March , 2018

ACCAN welcomes ACCC action over Premium Billing charges

The Australian Communications Consumer Action Network (ACCAN) welcomes the ACCC’s announcement today that it has commenced proceedings against Telstra for misleading its customers about third party billing services. ACCAN CEO Teresa Corbin said that consumers have been extremely frustrated by these unexpected charges on their telco bills and by the difficulties they experience in resolving…

12 March , 2018

Australians can now track NBN progress in monthly reports

NBN Co has announced a new monthly report to track service and quality improvements on the nbn broadband access network. The report will include key measures such as the number of homes and businesses which can connect to the nbn™ access network, network congestion levels, the percentage of homes and businesses on a 50mbps (download) wholesale speed…

23 December , 2017

New telco rules an early Christmas present for consumers

The Minister for Communications has directed the Australian Communications and Media Authority (ACMA) to impose new rules that will force telcos to significantly improve the consumer experience in moving to the NBN. This is a great win for consumers. The Australian Communications Consumer Action Network (ACCAN) has been calling for some time for these issues to be addressed and…

20 December , 2017

ACCAN welcomes Government response to Universal Service Obligation

The Australian Communications Consumer Action Network (ACCAN) has welcomed the Government’s response to the Productivity Commission report into the existing Universal Service Obligation (USO). ACCAN are pleased that the Government’s response acknowledges that existing arrangements are out of date and in need of reform, and welcomes the Government’s commitment to provide universal access to voice and…

19 December , 2017

Independent Review of Telecommunications Industry Ombudsman

The Final Report of the Independent Review of the TIO has been published, in conjunction with the response from the Ombudsman. The Telecommunications (Consumer Protection and Services Standards) Act 1999 was amended three years ago to require the TIO to be regularly reviewed, and this is the first such review. The Executive Summary of the Final Report notes that…

5 December , 2017

Principles to secure trust in Internet of Things

Four global and European consumer organisations today launched their principles recommendations to make consumer rights, privacy and security core features of the Internet of Things. Consumers International, BEUC, ANEC and ICRT recognise the benefits of IoT applications but urge developers, manufacturers, policy-makers and regulators to deal with numerous challenges and risks. According to estimates there…

4 December , 2017

Time for a Reboot for the troubled Telco sector

Consumer rights in telecommunications, including mobile and broadband services, are so parlous that thousands of people are being left without access to essential services or meaningful redress when their suppliers fail them, according to consumer advocates. A group of leading consumer advocates today pointed to staggering complaint levels, unfair sales tactics, and disappointing responses to…