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Speak out about your experiences with the telco industry
23 August 2010
Everyone in Australia seems to have their own nightmare story to tell about phone and internet companies. Whether it is waiting on the phone for hours, seemingly simple requests about moving house or billing problems that drag on for weeks, promises that are not kept, or call centre staff who give you a different story every time you call.
Now is the time for you to tell your story to the people who might make a difference.
Public Inquiry into Customer Service
The Australian Communications and Media Authority (ACMA) is conducting a public inquiry into customer service in the telecommunications industry. The inquiry is called Reconnecting the Customer and was launched because of the ever-increasing number of complaints about poor customer service and complaints handling and the lack of an adequate industry response.
The deadline for submissions to the inquiry is 5pm on Friday 10 September.
It is important that you take the time to have your say. The Inquiry will be influenced by stories it receives from the public. If they don’t hear from you, they simply won’t be able to push for the changes we all know need to happen.
The Inquiry is focusing on industry practices in customer service as well as in complaints handling.
How to write it
It doesn’t have to be long and can be in any style that you feel comfortable writing in. Stick to the key problems and the way it could be fixed.
The Inquiry will only consider common or “systemic” problems because they will be trying to find the causes of customer dissatisfaction with the industry overall.
So when you are writing your story by all means use it as an example but make sure you point out that it demonstrates a wider problem, not just one particular incompetent person or dishonest company.
Draw on your personal experience as an example of a common problem
For example, when you moved house and tried to move your phone and internet service, you might have been forced to talk to eight different call centre staff – a different person each time you called, and you might have been cut off without explanation four out of the eight times. Each staff member might have given you different or conflicting information about what was happening and when.
You should explain that your experience is an example of poor training of call centre staff who did not understand the products and services adequately, a poor quality international call centre which had constant dropouts, and of poor management in that no person took responsibility for solving your problem.
What can be improved?
You should say what you think might be a better way to go about things.
Explain your reasoning and provide any supporting evidence you have that is relevant. That could be, for example, some email correspondence between you and your phone or internet provider. If you don't have any of this, it doesn't matter but it's worth including if you do.
Lodging your submission
If you want to read the background to the Inquiry or the Terms of Reference, check out the ACMA’s Inquiry web site.
The closing date for submissions is 5:00pm, Friday 10 September 2010.
You can email to: reconnectingthecustomer@acma.gov.au
Or by regular mail, to:
Manager, Public Inquiry Section
Australian Communications and Media Authority
PO Box 13112, Law Courts,
Melbourne Victoria 8010
If you have any further questions, contact the ACMA’s ‘Reconnecting the Customer Inquiry’ hotline: 1800 062 130
Category: General | Author: ACCAN ADMIN
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Federal election: Senators Conroy, Ludlam and Tony Smith MP address five key policy questions
17 August 2010
We posed five key communications policy questions to the Coalition, Greens and Labor parties ahead of the Federal Election on Saturday 21st August so you can compare what each party’s vision is for affordable, available and accessible communications.
Click on the links below to see how Labor, the Greens and the Coalition see the future of communications in Australia.
Q1: What changes do you think need to be made to improve the telecommunications market for consumers?
Q2: What steps do you think should be taken to improve online security?
Q3: What's your vision for the future of broadband in Australia?
Q4: What is the one thing you think could go a long way towards improving communications services for Australians living in regional and remote areas?
Q5: How will you ensure that consumers with disabilities aren't left behind in the digital Australia of the future?
Category: General | Author: ACCAN ADMIN
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Conference materials now available
09 August 2010
Last month we hosted the first-ever ACCAN National Conference and Consumer Summit at the State Library of Victoria. ACCAN would like to thank the 150 delegates who attended for an exciting, inspiring and thought-provoking two days.
We've uploaded videos of the opening address by Minister for Broadband, Communications and the Digital Economy, the Hon Senator Stephen Conroy, which you can watch here (CC): http://www.youtube.com/watch?v=3HAxDxHIYb0
The keynote address was delivered by Professor Cosmo Graham who is the Director of the Centre for Consumers and Essential Services, School of Law, University of Leicester, UK. Professor Graham's address explored what a more-effective complaint handling world would look like. You can see it here (CC): http://www.youtube.com/user/ACCANvideo#p/a/u/1/OTxEAww_efs
If you would like to get a copy of any of the PowerPoint presentations of any of the speakers from the conference, please email info@accan.org.au with Conference Materials as the subject heading.
Finally, our photographer captured much of the action over the two days, including our World Cafe Twitter event at the conference dinner. Thanks again to everyone who participated. Click here to view all the images from the conference: http://s758.photobucket.com/albums/xx223/ACCANaust/2010%20National%20Conference%20and%20Consumer%20Congress/
Category: General | Author: ACCAN ADMIN
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Interview with Dr Denise Wood about Web 2.0 and 3D virtual worlds
19 July 2010
Dr Denise Wood was recently awarded the inaugural Telstra-TJA Christopher Newell Prize for Telecommunications and Disability for her paper titled “Communicating in Virtual Worlds through an Accessible Web 2.0 Solution.”
Dr Wood, a researcher and senior lecturer in the School of Communication, International Studies and Languages at the University of South Australia, undertook the research as part of an Australian Learning and Teaching Council project to improve access to 3D virtual-learning environments and identify the benefits of Web 2.0 and 3D Virtual Worlds such as Second Life for people with disabilities.
ACCAN caught up with Denise for a chat about the Prize and her ongoing research.
ACCAN: Firstly congratulations Denise on behalf of ACCAN on winning the inaugural Telstra-TJA Christopher Newell Prize for Telecommunications and Disability. We were delighted on your behalf.
Dr Wood: Thank you very much.
ACCAN: I wanted to ask you first of all about the late Christopher Newell, given it is the first year the prize has been awarded. Given you are both academics working across similar fields I wondered did you know Christopher personally?
Dr Wood: Yes absolutely, I knew Christopher for quite some years and also co-presented with him at one conference and obviously we were all impacted by his death. This is a great honour to be associated with him in this way.
ACCAN: Can you tell us about your paper that was awarded the prize “Communicating in Virtual Worlds through an Accessible Web 2.0 Solution” and why you decided to write it?
Dr Wood: It was a good opportunity to disseminate the findings of the research that we’ve been undertaking for the last two or three years and also to raise the awareness of the importance of accessibility in new media technologies. For a long time we’ve advocated for websites to be more accessible and we’ve still got a long way to go even with static websites. Given the problems associated with more complex websites and 3D virtual worlds incorporating rich media, it’s really more important than ever that we are proactive about finding ways to make these environments more accessible to people with disabilities. So I guess it was two-fold., First, it was an opportunity to showcase the current technologies that can make it possible for people to have more satisfying experiences with these media-rich environments and secondly, it enabled me to highlight the importance of accessibility as we move towards harnessing some of these newer technologies that can be on the one-hand more empowering and more liberating for people, and on the other hand, exacerbate existing issues around accessibility.
ACCAN: What sort of benefits can virtual worlds offer people with disabilities?
Dr Wood: I think the very fact that any kind of digital media format can be more accessible for people with sensory impairments if designed appropriately. This is particularly in the case of Web 2.0 and 3D virtual worlds, since the very nature of such environments is that they’re collaborative and can enhance social participation. So these environments provide a wonderful means by which people who may not have had the opportunity to communicate with friends, with colleagues and with peers through traditional avenues can interact with people around the world in a more social and collaborative environment.
ACCAN: Did your paper look at the different sorts of problems that needed to be overcome to allow people with different types of disability to participate?
Dr Wood: We were looking at the broad range of disabilities – sensory impairments, people with vision impairments, people who are blind, people with hearing impairments – and people with mobility impairments. Some of the rich media environments really create difficulties for people with sensory impairments. For example, video with audio with no provision for captions that we find in Web 2.0 environments. 3D world environments are incredibly visual, so it’s almost impossible for someone who is blind or someone with a significant visual impairment to navigate them. Some people argue “why would you bother... it’s a graphic interface; why not just make a text version for those people?” Well we know that’s not the solution. That denies people the opportunity to experience some of the wonderful sensory opportunities that are available through media-rich environments. For example, a lot of people assume that someone who’s blind wouldn’t experience much benefit in a 3D virtual world, but these environments often incorporate stereophonic surround sound and can therefore be a very enriching experience because people who cannot see the visuals can still get a sense of depth because of the way in which they can experience audio in those environments. And similarly of course, those with hearing impairments encounter a range of issues now that voice is used much more in these environments. So our focus has been on trying to make these media-rich environments a valuable experience for those with these kinds of impairments.
ACCAN: Are there any developers who are leading the way in terms of making these media rich environments accessible?
Dr Wood: With Web 2.0 we’re starting to see some really interesting technological solutions emerging such as YouTube’s automated captioning. It’s still very embryonic and we still have a long way to go, but these kinds of initiatives are signalling to the rest of the community that it does matter, not just for people with disabilities, but many people in the community who can benefit from more flexible and accessible delivery of rich media. If you don’t have audio speakers or headphones, for example, you are equally disabled, aren’t you? So we’re seeing some interesting initiatives emerging to address the need for improved access to such media.
Similarly, in relation to 3D virtual worlds we’re seeing a lot of communities in virtual worlds doing some amazing things to support fellow members of the community. It’s all about the power of collaboration between people working together for the benefit of the community as a whole.
ACCAN: Can you provide some examples of how people with disabilities are utilising these virtual worlds?
Dr Wood: There are over 100 disability-related support groups in 3D virtual worlds such as Second Life. Some of the better-known ones are Virtual Ability Incorporated, which was established by Alice Kruger from the US. Alice has multiple sclerosis and prior to the onset of her illness, she was a employed as an academic and researcher. Alice went into the virtual world seeking support and at that time she found that there were very few support groups in these environments. That’s what prompted her to establish a support group and from there it grew to a large organisation that became incorporated in its own right as a non-profit corporation based in Colorado, USA
There’s another group that followed a similar course called Virtual Helping Hands, we’ve worked very closely with them. That’s a group that provides mentorship and support as well as helping to develop some of the accessibility technologies used in virtual worlds. In fact our programmer, Charles Morris, is a member of that group. Wheelies was one of the very early groups established by Simon Stevens, a young man with cerebral palsy in the UK. So yes, there have been some fantastic initiatives such as those as well as smaller health groups focused on providing support for people with particular kinds of needs.
ACCAN: You said in your paper that virtual worlds can also enhance the learning experience for people with disabilities. Can you explain a bit more about that?
Dr Wood: The one thing about the 3D virtual world that’s different from communicating via an asynchronous discussion forum, text chat or even Skype, is the real sense of presence. So if you have students who have disabilities, or students studying externally in rural and remote locations who can’t come in and be part of a tutorial group on campus, these 3D virtual environments provide a means by which they can engage in collaborative activities with other students and the teacher. It’s very hard for someone to imagine, but you really do feel that you are part of the group when you are communicating with an avatar representation of the person in the 3D virtual world.
ACCAN: Thanks very much for your time Denise; it’s been a fascinating discussion and congratulations again on the recognition you have received for your work.
Dr Wood: Thank you. It’s been a pleasure.
Category: General | Author: ACCAN ADMIN
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Dr Denise Wood talks to ACCAN about Web 2.0 and 3D virtual worlds
19 July 2010
Dr Denise Wood was recently awarded the inaugural Telstra-TJA Christopher Newell Prize for Telecommunications and Disability for her paper titled “Communicating in Virtual Worlds through an Accessible Web 2.0 Solution.”
Dr Wood, a researcher and senior lecturer in the School of Communication, International Studies and Languages at the University of South Australia, undertook the research as part of an Australian Learning and Teaching Council project to improve access to 3D virtual-learning environments and identify the benefits of Web 2.0 and 3D Virtual Worlds such as Second Life for people with disabilities.
ACCAN caught up with Denise for a chat about the Prize and her ongoing research.
ACCAN: Firstly congratulations Denise on behalf of ACCAN on winning the inaugural Telstra-TJA Christopher Newell Prize for Telecommunications and Disability. We were delighted on your behalf.
Dr Wood: Thank you very much.
ACCAN: I wanted to ask you first of all about the late Christopher Newell, given it is the first year the prize has been awarded. Given you are both academics working across similar fields I wondered did you know Christopher personally?
Dr Wood: Yes absolutely, I knew Christopher for quite some years and also co-presented with him at one conference and obviously we were all impacted by his death. This is a great honour to be associated with him in this way.
ACCAN: Can you tell us about your paper that was awarded the prize “Communicating in Virtual Worlds through an Accessible Web 2.0 Solution” and why you decided to write it?
Dr Wood: It was a good opportunity to disseminate the findings of the research that we’ve been undertaking for the last two or three years and also to raise the awareness of the importance of accessibility in new media technologies. For a long time we’ve advocated for websites to be more accessible and we’ve still got a long way to go even with static websites. Given the problems associated with more complex websites and 3D virtual worlds incorporating rich media, it’s really more important than ever that we are proactive about finding ways to make these environments more accessible to people with disabilities. So I guess it was two-fold., First, it was an opportunity to showcase the current technologies that can make it possible for people to have more satisfying experiences with these media-rich environments and secondly, it enabled me to highlight the importance of accessibility as we move towards harnessing some of these newer technologies that can be on the one-hand more empowering and more liberating for people, and on the other hand, exacerbate existing issues around accessibility.
ACCAN: What sort of benefits can virtual worlds offer people with disabilities?
Dr Wood: I think the very fact that any kind of digital media format can be more accessible for people with sensory impairments if designed appropriately. This is particularly in the case of Web 2.0 and 3D virtual worlds, since the very nature of such environments is that they’re collaborative and can enhance social participation. So these environments provide a wonderful means by which people who may not have had the opportunity to communicate with friends, with colleagues and with peers through traditional avenues can interact with people around the world in a more social and collaborative environment.
ACCAN: Did your paper look at the different sorts of problems that needed to be overcome to allow people with different types of disability to participate?
Dr Wood: We were looking at the broad range of disabilities – sensory impairments, people with vision impairments, people who are blind, people with hearing impairments – and people with mobility impairments. Some of the rich media environments really create difficulties for people with sensory impairments. For example, video with audio with no provision for captions that we find in Web 2.0 environments. 3D world environments are incredibly visual, so it’s almost impossible for someone who is blind or someone with a significant visual impairment to navigate them. Some people argue “why would you bother... it’s a graphic interface; why not just make a text version for those people?” Well we know that’s not the solution. That denies people the opportunity to experience some of the wonderful sensory opportunities that are available through media-rich environments. For example, a lot of people assume that someone who’s blind wouldn’t experience much benefit in a 3D virtual world, but these environments often incorporate stereophonic surround sound and can therefore be a very enriching experience because people who cannot see the visuals can still get a sense of depth because of the way in which they can experience audio in those environments. And similarly of course, those with hearing impairments encounter a range of issues now that voice is used much more in these environments. So our focus has been on trying to make these media-rich environments a valuable experience for those with these kinds of impairments.
ACCAN: Are there any developers who are leading the way in terms of making these media rich environments accessible?
Dr Wood: With Web 2.0 we’re starting to see some really interesting technological solutions emerging such as YouTube’s automated captioning. It’s still very embryonic and we still have a long way to go, but these kinds of initiatives are signalling to the rest of the community that it does matter, not just for people with disabilities, but many people in the community who can benefit from more flexible and accessible delivery of rich media. If you don’t have audio speakers or headphones, for example, you are equally disabled, aren’t you? So we’re seeing some interesting initiatives emerging to address the need for improved access to such media.
Similarly, in relation to 3D virtual worlds we’re seeing a lot of communities in virtual worlds doing some amazing things to support fellow members of the community. It’s all about the power of collaboration between people working together for the benefit of the community as a whole.
ACCAN: Can you provide some examples of how people with disabilities are utilising these virtual worlds?
Dr Wood: There are over 100 disability-related support groups in 3D virtual worlds such as Second Life. Some of the better-known ones are Virtual Ability Incorporated, which was established by Alice Kruger from the US. Alice has multiple sclerosis and prior to the onset of her illness, she was a employed as an academic and researcher. Alice went into the virtual world seeking support and at that time she found that there were very few support groups in these environments. That’s what prompted her to establish a support group and from there it grew to a large organisation that became incorporated in its own right as a non-profit corporation based in Colorado, USA
There’s another group that followed a similar course called Virtual Helping Hands, we’ve worked very closely with them. That’s a group that provides mentorship and support as well as helping to develop some of the accessibility technologies used in virtual worlds. In fact our programmer, Charles Morris, is a member of that group. Wheelies was one of the very early groups established by Simon Stevens, a young man with cerebral palsy in the UK. So yes, there have been some fantastic initiatives such as those as well as smaller health groups focused on providing support for people with particular kinds of needs.
ACCAN: You said in your paper that virtual worlds can also enhance the learning experience for people with disabilities. Can you explain a bit more about that?
Dr Wood: The one thing about the 3D virtual world that’s different from communicating via an asynchronous discussion forum, text chat or even Skype, is the real sense of presence. So if you have students who have disabilities, or students studying externally in rural and remote locations who can’t come in and be part of a tutorial group on campus, these 3D virtual environments provide a means by which they can engage in collaborative activities with other students and the teacher. It’s very hard for someone to imagine, but you really do feel that you are part of the group when you are communicating with an avatar representation of the person in the 3D virtual world.
ACCAN: Thanks very much for your time Denise; it’s been a fascinating discussion and congratulations again on the recognition you have received for your work.
Dr Wood: Thank you. It’s been a pleasure.
Category: General | Author: ACCAN ADMIN
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Talking Back: ACCAN Members Speak Out About Telco Customer Service
01 July 2010
In May 2010, ACCAN conducted a members survey on telco customer service issues. A big thank you to all our active members who took the time to have their say. The full report is available here.
Category: General | Author: ACCAN ADMIN
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National Conference & Consumer Summit June 2010- LAST WEEK!
25 May 2010
Hurry! Registrations for ACCAN's National Conference & Consumer Summit are closing soon and numbers are filling fast. ACCAN's first annual Conference, held in Melbourne on 28 & 29 June 2010, is an event not to be missed by consumers, Industry and Government alike. Be sure to register online by 25 June 2010.
National Conference link
Category: General | Author: ACCAN ADMIN
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ACCAN's upcoming events
24 May 2010
ACCAN will be holding a number of events in the coming month and we'd love for consumers to participate. Here's what's in store:
3 June 2010 - Consumer Meeting: Bill Shock and Data Downloading (Brisbane) Read more
7 June 2010 - Cyber-Security Roundtable for People with Disabilities (Canberra) Read more
28 & 29 June 2010 - National Conference and Consumer Summit (Melbourne)
Read more
Category: General | Author: ACCAN ADMIN
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ACCAN Events - June 2010
24 May 2010
3 June 2010 - Consumer Meeting: Bill Shock and Data Downloading (Brisbane) Read more
7 June 2010 - Cyber-Security Roundtable for People with Disabilities (Canberra) Read more
28 & 29 June 2010 - National Conference and Consumer Summit (Melbourne)
Read more
Category: General | Author: ACCAN ADMIN
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Study finds Australians could pay less and get more from NBN
06 May 2010
Peak communications consumer body ACCAN says the findings from the $25 million National Broadband Network (NBN) Implementation Study offers good news for Australians, who could pay prices comparable to today’s retail costs in exchange for higher speed broadband with higher download limits, provided there is vigorous competition in the retail market.
ACCAN says the forecasted $30-35 wholesale price for monthly broadband (20GB allowance) and voice services could mean Australians are paying even less than they are now.
“What Australians need from the NBN is improved accessibility, affordability and availability of communications services and the study’s findings support this becoming a reality,” said ACCAN CEO Allan Asher.
ACCAN will study the report and assess it against the following principles which have been developed in broad consultation with public interest groups:
1. No consumer should be worse off under the proposed NBN
2. NBN should provide accessible, reliable and secure infrastructure and services
3. Consumer requirements should be genuinely considered
4. Robust consumer protections and remedies
5. Migration should be as seamless as possible
6. Information and education is needed
7. Broader regulatory environment
“The government will have to pay careful attention to issues surrounding consumer protection; to ensure services are available to those with disabilities and to provide alternative services to the 7% of Australians the NBN will not reach,” said Mr Asher.
ACCAN also welcomes the government’s announcement today that it will reintroduce the Telecommunications Legislation Amendment (Competition and Consumer Safeguards) Bill to stop the removal of pay phones, particularly in rural areas.
Category: General | Author: ACCAN ADMIN
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Record levels of customer complaints spark ACMA inquiry
20 April 2010
The Australian Communication Consumer Action Network (ACCAN) welcomes today’s announcement of an inquiry into customer service by the Australian Communications and Media Authority (ACMA) at the CommsDay Summit in Sydney.
“Consumers have been suffering from shoddy customer service for too long” according to Allan Asher, CEO of ACCAN. “We are pleased that finally the regulator is getting serious about telcos abusing their customers”.
Last year’s “connect.resolve” campaign by the Telecommunications Industry Ombudsman (TIO) focussed attention on complaint handling and customer service. Despite intensive scrutiny, the industry still recorded a 130 per cent increase in complaints related to complaint handling, and a 118 per cent increase in complaints about customer service to the TIO.
According to ACCAN, “these aren’t complex issues, they are simple and should be easy to fix. The only conclusion that can be drawn is that telecommunications companies just do not care about consumers”.
Earlier today, Minister Stephen Conroy also announced plans to strengthen consumer protection in self-regulation. The Minister will amend the Telecommunications Act (1997), giving the Minister authority to direct the ACMA to develop an Industry Standard that would be directly enforceable by the ACMA.
“Industry Standards provide much greater protection and could revolutionise the effectiveness of consumer regulation in this industry. This is another step forward in fixing up the telecommunications industry”.
“ACCAN will work with the ACMA and other stakeholders who want to make sure consumers get a better deal”.
Media contact: Allan Asher 02 9288 4000
Category: General | Author: Sarah Wilson
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Parliament must prioritise telco customers
11 March 2010
Australia's 22 million consumers and 2 million businesses are not receiving adequate attention in the current debate about telecommunications reform according to ACCAN, Australia’s peak communications consumer organisation.
Commenting on today's debate of the Telecommunications (Competition and Consumer Safeguards) Bill 2009, ACCAN pointed to the longstanding failings of the industry as grounds for urgent action.
"With some of the highest prices in the OECD and worst customer service, it is time to shake telcos out of their complacency and do something for long-suffering consumers" said ACCAN CEO Mr Allan Asher.
ACCAN said international experience showed that consumers would benefits from the proposed reforms.
"Australia should follow the example of the UK and European governments by requiring the separation of Telstra's wholesale and retail businesses.
"Functional separation in the UK has delivered competition in the access and backhaul markets, driving down the price of fixed line services, encouraging innovation and driving up investment" said Asher.
Last year, the Telecommunications Industry Ombudsman (TIO), Australia's dispute resolution body, dealt with half a million complaint issues. ACCAN says the consumer protection measures proposed in the government bill and minor party amendments will deliver better services.
"Competitive reform is an essential prerequisite to ending the assault on consumers and the consumer protection measures contained in the Bill will force the industry to pay attention to the interests of consumers" said Mr Asher.
Although not contained in the current bill, ACCAN expressed strong reservations about provisions in the National Broadband Network Regulatory Framework Bills which appear to permit the NBN Co to deliver retail or content services.
"If Telstra is to be the subject of structural or functional separation, so should the National Broadband Network Company" said Mr Asher.
Media contact: Elissa Freeman, Tel: 02 9288-4000
Category: General | Author: ACCAN ADMIN
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ACMA makes a bad call on Mobile Premium Service barring
08 March 2010
The Australian Communications and Media Authority doesn’t seem to understand the needs of consumers Against the advice of the Australian Competition and Consumer Commission, the ACMA has decided not to implement a default bar on subscription text message services. Instead, the ACMA has sided with industry in a soft-regulatory approach that is just what the revenue hungry and consumer indifferent telecoms companies want. It’s just another decision that casts doubt on whether the ACMA is actually up to the job of protecting consumers.
For more information, please see “Bar on mobile services helps parents keep lid on phone costs” - Sydney Morning Herald.
Category: General | Author: ACCAN ADMIN
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What's Happening at ACCAN
29 January 2010
ACCAN's Independent Grants Scheme is now open for applications. Round Two 2010 applications are open until March 18th, 2010.
ACCAN invites you to help shape our submissions into two NSW Parliament inquiries into broadband and other communications services.
Check out our latest campaign: Paying to pay: time for telcos to get rid of unfair charges. ACCAN regularly runs Campaigns and it's a great way to get involved in creating better outcome Australian Communications Consumers.
Check out our latest Research Report: Broadband Solutions for Consumers with Disabilities. This new international research report commissioned by ACCAN reports on 16 high-speed broadband applications that can provide enormous benefits to people with disabilities.
Category: General | Author: ACCAN ADMIN
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Paying to pay: time for telcos to get rid of unfair charges
18 January 2010
ACCAN, the Australian Financial Counselling and Credit Reform Association (AFCCRA), and Choice are campaigning to get rid of unfair charges incurred by consumers for simply paying their bills.
Add your voice to our campaign, and check out the full details here
Category: General | Author: Sarah Wilson
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ACCAN call for Expressions of Interest: Independent Grants Panel
06 January 2010
ACCAN is establishing an Independent Grants Panel to make recommendations about the allocation of Grants. We are calling for Expressions of Interest to join the Panel which has three (3) positions available. For more information, click here
Category: General | Author: Sarah Wilson
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ACCAN Closed until January 5
23 December 2009
ACCAN's office is closing at 5pm on 23rd December, and will be open again on 5 January 2010.
Have a safe and happy break!
- The ACCAN team
Category: General | Author: Sarah Wilson
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Check out Sunrise at 7.15am on Tuesday
21 December 2009
ACCAN CEO Allan Asher will be doing an interview with Sunrise (Channel 7) at 7.15am on Tuesday 22 December on our 'pay-to-pay' fees campaign.
See our campaign page here: http://www.accan.org.au/campaign_full.php?id=10
Category: General | Author: Sarah Wilson
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Follow ACCAN at the Broadband Future Forum
10 December 2009
On 10 and 11 December, ACCAN staff will be attending the Realising Our Broadband Future forum being held in Sydney. You can follow our commentary on Twitter here: http://twitter.com/ACCAN_AU
Allan Asher is presenting at 4pm on Monday. Watch the live stream via the forum homepage: http://www.broadbandfuture.gov.au/
Category: General | Author: Sarah Wilson
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Realising Our Broadband Future forum
04 December 2009
On 10 and 11 December, the Government is hosting the Realising Our Broadband Future forum, which seeks to map the applications and business models that will be underpinned by the National Broadband Network. ACCAN’s CEO Allan Asher will also be presenting.
The forum provides many opportunities to participate remotely – you can watch the forum in real time, read and make comments via the forum website and follow developments on Twitter. ACCAN encourages interested parties, particularly our members, to take advantage of this fantastic opportunity.
All the details are available here: http://www.broadbandfuture.gov.au
Category: General | Author: Sarah Wilson
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Telstra-TJA Christopher Newell Prize: Entries close 15 Jan 2010
30 November 2009
It’s only six weeks til entries close for the Telstra-TJA Christopher Newell Prize for Telecommunications and Disability.
The prize of $20 000 will be awarded to the author of the best original paper published by the Telecommunications Journal of Australia that demonstrates the tangible benefits that an innovative use of telecommunications technology can deliver in assisting individuals with disabilities.
The prize recognises and commemorates the ground-breaking work of the late Revd Canon Dr Christopher Newell AM within the telecommunications industry from 1990 to 2008 in representing the needs of people with disability.
ACCAN strongly encourages you to circulate this information through your networks.
More information about the prize can be found here
Category: General | Author: Sarah Wilson
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ACCAN Supports Default Barring of MPS
09 November 2009
The Australian Communications Consumer Action Network (ACCAN) has called for new rules that require consumers to give their consent before receiving any kind of mobile premium service.
“Default barring of premium SMS/MMS services should work like international roaming”, said Mr Allan Asher, CEO of ACCAN. “If consumers agree that they want to purchase these types of services, they simply ask for the bar to be lifted and then purchase what they want”.
“Looking at complaint statistics from the Telecommunications Industry Ombudsman, it is abundantly clear that default barring is a necessity. Last year, 68.4% of complaints about mobile premium services were about disputed charges - services that werent asked for, werent wanted, and werent stopped when this was requested”, he continued.
“Automatic barring of mobile premium services would involve little or no action to be taken on the part of consumers. Consumers who want to receive these services can simply opt in to receive them”.
“This straight-forward approach takes the burden from consumers and empowers those who wish to utilise such services to opt-in - which will no doubt be much more straightforward than stopping them has been” he added.
ACCANs full submission is available in the Resources section.
Category: General | Author: ACCAN ADMIN
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ACCAN Seminar: Responsive Regulation and Policy
20 October 2009
ACCAN is holding an afternoon seminar on 4 November, looking at responsive regulation and effective policy making.
Category: General | Author: Sarah Wilson
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Call for Nominations
02 October 2009
ACCAN is currently advertising for nominations on the Standing Advisory Committee on Disability Issues, the Standing Advisory Committee on Consumer Affairs and for ACCAN Board nominations.
For full details about these roles and how to apply, please click here to visit the Participate page on our website.
Category: General | Author: ACCAN ADMIN
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Online Security Survey 2009
09 September 2009
ACCAN is conducting a short survey gauging consumers’ awareness and experiences with online security. Click here
Category: General | Author: ACCAN ADMIN
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Future Consumer Research Report
03 September 2009
The Australian Communications Consumer Action Network has today launched Future Consumer: Emerging Consumer Issues in Telecommunications and Convergent Communications and Media.
Click here to read more
Category: General | Author: ACCAN ADMIN
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Want to work at ACCAN?
13 August 2009
We currently have 3 positions available:
* Director of Policy and Campaigns
* Media Officer
* Finance Officer
Click here for details.
Category: General | Author: ACCAN ADMIN
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Telstra fees a ’bad deal’ for consumers
21 July 2009
Telstra’s decision to charge consumers a fee of $2.20 for paying their bills is ill timed and a bad deal for consumers, according to the Australian Communications Consumer Action Network (ACCAN), Australia’s new watchdog for communications consumers.
Allan Asher, chief executive of ACCAN said "Tens of thousands of consumers have been affected by poor levels of service and the failure of Telstra to take their complaints seriously. Rather than charging consumers to pay their bills, Telstra should be providing rebates for consumers who have suffered service failure".
Asher went on to say "It is adding insult to injury that Telstra claims the new fee is aimed in part to recover the costs of dealing with consumer complaints. It would be better for everyone -- including Telstra shareholders -- if it improved the quality of service in the first place so consumers aren’t forced to spend frustrating hours trying to resolve service problems".
ACCAN is also critical of the lack of notice -- just seven weeks -- provided to consumers about the new charges. Consumers will not have the opportunity to shop around and get a better deal or to reorganise their bill paying to take advantage of free options.
ACCAN acknowledges that Telstra has included exemptions for some consumers with disabilities and pensioners. However, short notice and lack of clarity about the arrangements will add to consumer anxiety and frustration.
What can consumers do?
• Call your telephone company and ask about the cost of different payment options.
• Switch your billing arrangement to direct debit or B Pay.
• Don’t rush to combine all of your accounts into one bill before checking that it provides value for money. Bundling of services can be very expensive and track consumers in long-term contracts.
• If you have a disability or receive a pension, ask your telephone company about rebates or special arrangements.
• If you have a complaint against the company which they haven’t fixed, contact the Telecommunications Industry Ombudsman on 1800 062 058.
Category: General | Author: ACCAN ADMIN
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Optus Supports Website to Help Parents to Talk to their Kids
17 July 2009
Optus and Kids Helpline have created a web site "Talk to your kids" to help parents communicate with their children. The site addresses a range of issues including sexting, cyber bullying and technology. Its emphasis is on creating better communication and awareness of the issues that children are facing and their interaction with contemporary technology.
Click the link above or visit http://talktoyourkids.com.au to access this resource.
Category: General | Author: ACCAN ADMIN
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Mobile Premium Services - Information for Consumers
15 July 2009
A new fact sheet "Mobile premium services - Information for consumers" has been developed jointly by the Australian Communications and Media Authority and the Australian Competition and Consumer Commission.
The fact sheet can be found via ACMA’s information portal here: www.acma.gov.au/premiumsms
Another industry-run information portal can be found here: www.19sms.com.au
Category: General | Author: ACCAN ADMIN
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Privacy and Social Networking
06 July 2009
ACCANs Campaigns and Community Liaison Officer Sarah Wilson spoke with ABC radio today about privacy and social networking.
The predecessor of ACCAN, the Consumers Telecommunications Network, developed a useful tip sheet that explains the basics of social networking sites and what safety precautions you can and should take when signing up. Click here to view the tip sheet.
Other recommended sources of information are:
The Office of the Privacy Commissioner - FAQ on privacy and social networking.
Cybersmart, hosted by the Australian Communications and Media Authority, which provides activities, resources and practical advice to help young kids, kids, teens and parents safely enjoy the online world.
Social networking sites also have their own privacy policies and tips - check at the bottom of the homepage for each individual site.
Category: General | Author: ACCAN ADMIN
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auDA Announce Best Practice Awards
02 July 2009
auDA announces the launch of the 2009 Australia and New Zealand Internet Best Practice Awards
The .au Domain Administration (auDA) is proud to announce the launch of the 2009 Australia and New Zealand Internet Best Practice Awards.
Nominations close on 31 August 2009. Award winners will be announced in October and promoted at the next meeting of the United Nations Internet Governance Forum in Sharm El-Sheikh, Egypt in November.
How to Enter
Choose a category (below) and submit a 1,000 word document describing how you, or your organisation, have improved the online experience in that category and in what ways you believe your example constitutes best practice.
Make sure to include a completed Entry Form and a separate short statement describing you or your organisation, your logo and photographs of your initiative in practice by the closing date of 31 August 2009. additional information about the Awards is available at www.bestpracticeawards.org.au
The categories for the 2009 Awards are:
- Security – initiatives that are at the forefront of developing solutions to security threats and building trust and confidence in the online environment.
- Openness – initiatives that enable Internet users to benefit from increased access to online materials, knowledge or information.
- Access – initiatives that aim to combat the digital divide, facilitating access for groups such as the elderly, disabled or socially disadvantaged.
- Diversity – initiatives that encourage expressions of cultural diversity and identity, including the promotion of multilingualism and indigenous cultures online.
- A fifth award will be presented recognising the achievements of young Australians or New Zealanders. Applicants for the Youth Award can be eligible under any one of the four main themes.
The Award launch was held on Sat 21st June, in conjunction with the 35th meeting of the Internet Corporation for Assigned Names and Numbers (ICANN) in Sydney, speakers will included:
- The Rt Hon Alun Michael MP, former UK Minister of State for Industry and Chair of the UK’s Internet Best Practice Awards
- Senator Kate Lundy
- The Hon Tony Staley, auDA Board Chair
- Chris Disspain – auDA CEO
- Keith Davidson - InternetNZ
Category: General | Author: ACCAN ADMIN
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New Office Opens Doors
02 July 2009
ACCAN has opened its office at Suite 4.02, 55 Mountain Street Ultimo NSW 2007. We have a small staff team and we are gradually getting all our services installed and on line. We are really looking forward to engaging with consumers, industry, regulators and the government so stay tune for more updates very soon.
Category: General | Author: ACCAN ADMIN
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Feedback on Website
02 July 2009
Welcome to ACCAN’s new website - we are very interested in your feedback about this site so please send us comments on how we could improve the useability of the site and the relevance of information provided.
Category: General | Author: ACCAN ADMIN
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