Making the right call

The Australian Communications Consumer Action Network (ACCAN) has launched a new guide for consumers that explains their rights in relation to mobile phone, landline, internet and pay TV services.

The guide, Making the Right Call, summarises in plain language what rights customers have under the newly registered Telecommunications Consumer Protections (TCP) Code and other laws, regulations and industry codes.

“This guide is essential for phone and internet customers in Australia, because it explains your rights in simple terms, including what to look for when signing up for services. It also has tips on what you can expect once you’ve signed up for a service and what you should do if something goes wrong,” said ACCAN Chief Executive Officer Teresa Corbin.

“We know that one in two phone and internet customers has experienced some kind of problem in relation to their service in the last year alone. Most of us have had the frustrating experience of trying to get the problem resolved by a call centre. With this guide, consumers can be much more confident of what their rights are and what they can expect from their service provider.”

The guide is being launched at the ACCAN National Conference, where the Minister for Broadband, Communications and the Digital Economy, Senator Stephen Conroy, announced that ACCAN will continue to receive funding for another five years, until 2017.

ACCAN, which was established in 2009, is funded via the Telecommunications Act 1997, which provides for a mandatory charge on telecommunications companies to ensure there is consumer representation in the sector.

“ACCAN is pleased that the Minister and others have acknowledged the importance of consumer representation in the vital telecommunications sector, through the recent review of its operations and the announcement today regarding its funding. It’s clear that ACCAN is delivering for consumers, and with the certainty of funding for the next five years, we can continue to do so.”

ACCAN has also welcomed the announcement by Senator Conroy that the Australian Communications and Media Authority will get greater powers to impose mandatory regulations if the industry doesn’t comply with the new TCP Code rules.

The Guide, Making the Right Call, is free and can be found online via