Essential Service

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Home internet and mobile connectivity are now considered essential by the vast majority of Australians. Price is the number one factor when choosing a plan, yet few people are actively checking the market for a better deal.  These are some of the key insights from the new Consumer Sentiment Tracker, commissioned by the peak communications…

Read More Most Consumers Consider Communications an Essential Service

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Australia’s peak communications consumer body, ACCAN, has welcomed news that Optus will pay one of the largest consumer law penalties in Australian history – a $100 million fine, subject to court approval, for unconscionable conduct. ACCAN CEO Carol Bennett said, “Unconscionable conduct is a high bar and one that Optus has spectacularly surpassed in its behaviour…

Read More Optus Admits to Unconscionable Conduct, Advocates Welcome ACCC Action but Highlight Need for Strong Telco Regulation

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Preliminary research commissioned by the Australian Communications Consumer Action Network (ACCAN) raises alarm bells for policymakers and regulators. Findings point to widespread consumer harm and deep mistrust in the telecommunications industry. The polling, conducted as part of the first tranche of ACCAN’s consumer sentiment research, highlights troubling experiences of telco behaviour and unmet expectations. “Given…

Read More Research highlights consumer distrust in broken telco system

Regulations

The Australian Energy Regulator (AER) recently released the Review of the AER and draft exemption policies for energy networks, retailers, and for customers who may be affected by family violence (based on the advice of Safe and Equal). To view the documents themselves, or for more background into the review, please read the original on…

Read More Energy regulator requests stakeholder submissions after draft and review release

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Australia’s peak communications consumer body, ACCAN, has today called for the weak and ineffective industry-drafted Telecommunications Consumer Protections (TCP) Code to be scrapped in favour of robust and enforceable industry standards that better protect Australian consumers. Communications are an essential service – yet the rules which exist to protect communications consumers are failing in their…

Read More Time to scrap ‘consumer protection’ rules that don’t protect consumers

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ACCC Chair Gina Cass-Gottlieb has stressed the positive impacts of a competitive economy for consumers as she outlined the agency’s priorities for the 2025-26 financial year. Speaking at a Committee for Economic Development of Australia event in Sydney today, Ms Cass-Gottlieb outlined the agency’s annual compliance and enforcement priorities which include working decisively on consumer…

Read More ACCC releases 2025-26 enforcement and compliance priorities

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ACCAN has welcomed the transparency of data released this week by the Telecommunications Industry Ombudsman which highlights a small year-on-year jump in complaints as well as the telling figure of 30% of consumers not being able to reach a resolution after it is referred to their telco. ACCAN CEO Carol Bennett said, “consumers rely on…

Read More 30% of Complaints Return Unresolved After Telco Referral

A detailed shot of water flowing from a steel faucet, ideal for themes on cleanliness or plumbing. A detailed shot of water flowing from a steel faucet, ideal for themes on cleanliness or plumbing.

The Joint Select Committee on Northern Australia is conducting an inquiry and report on energy, food and water security in the north of Australia. Submissions are currently open to the public and will close on 31st January 2025. The availability (including cost availability) is of great concern to all consumers, but especially to those living…

Read More Energy, Food and Water Security in Northern Australia

Logos for: Consumer Action Law Centre, Ican, Financial Rights Legal Centre, Mob Strong Debt Help, Financial Counselling Australia, Super Consumers Australia

Below is a joint submission made on behalf of: •Consumer Action Law Centre•Financial Counselling Australia•Financial Rights Legal Centre•Indigenous Consumer Assistance Network•Mob Strong Debt Help•Super Consumers Australia. This media release and joint submission was found on Consumer Action Law Centre’s website here: Our organisations welcome the opportunity to provide feedback on the proposed changes to the…

Read More Joint Submission Details Challenges and Fixes for IDs

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Mandatory code of practice, subsidies for food transportation and increased income support needed A coalition of consumer and indigenous groups is calling on the National Indigenous Australians Agency (NIAA) to better protect vulnerable residents in remote areas. The organisations have welcomed the proposed National Strategy for Food Security in Remote First Nations Communities, but they…

Read More Consumer Groups Call on NIAA to Strengthen Remote Food Security Strategy

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Australia’s peak communications consumer body, ACCAN, welcomes today’s joint announcement from major telcos Telstra and Optus that the shutdown of 3G networks will be delayed until 28 October. ACCAN yesterday called on the Minister for Communications, Michelle Rowland to delay the shutdown due to health and safety concerns particularly with the ongoing access to triple zero services…

Read More Advocates Welcome Extension of 3G Network

Barriers to Effective Resolution in the Telecommunications Industry; Key insights Report Telecommunications Industry Ombudsman; Consumer Policy Research Centre

New research commissioned by the Telecommunications Industry Ombudsman (TIO) shows more than 75 percent of Australians have experienced some form of vulnerability in the last 12 months. The research, produced via a partnership between the Consumer Policy Research Centre (CPRC) and the TIO unearthed a suite of sobering assessments in relation to the vulnerability of the consumer…

Read More New Research Highlights Sorry State of Consumer Experience and Trust with Telcos