ACCAN'S POLICY POSITIONS

The Australian Communications Consumer Action Network (ACCAN) recommends that the Australian Communications and Media Authority (ACMA) undertake a competitive auction process for the allocation of Expiring Spectrum Licences (ESLs) consistent with established best practice for mobile broadband markets. At a minimum, Mobile Network Operators (MNOs) should provide a legal undertaking to the Australian Competition and Consumer Commission (ACCC) committing them to meaningful investments in their respective mobile networks or retail price reductions equivalent to the discount they may receive from renewed ESLs. This undertaking will ensure that discounted spectrum renewal prices do not deliver windfall gains to MNOs at the expense of consumers.

Following the Optus Triple Zero outages and subsequent calls from parliamentarians and the public for greater transparency, ACCAN recommends the Australian Communications and Media Authority amend the Telecommunications (Customer Communications for Outages) Industry Standard 2024 (Cth) (CCO Standard) to establish a national public register for telecommunications outages.

Telecommunications sales practices must prioritise the best interests of consumers over commercial gain. The obligations in the Telecommunications Consumer Protection (TCP) Code for carriage service providers (CSPs) to ensure responsible sales are inadequate and do not provide appropriate community safeguards to communications consumers.

Telecommunications are a vital service for victim-survivors of Domestic and Family Violence (DFV), who often need assistance from their provider to retain a safe and affordable service. In contrast, communication services can also be used to facilitate DFV, which can lead to considerable consumer detriment. Current codes and guidelines do not effectively support and protect consumers or promote uniformity in the communications industry.

Robust and comprehensive assessments of a consumer’s capacity to pay (credit assessments) help ensure consumers can confidently participate in markets and access products and services they can afford. The obligations in the Telecommunications Consumer Protection (TCP) Code for carriage service providers (CSPs) to conduct credit assessments are ineffective and do not provide appropriate community safeguards to communications consumers. Credit assessment obligations must be sufficiently robust to protect consumers against financial harm, while ensuring that financially capable consumers are not prevented from acquiring a service.

ACCAN’s purpose, as outlined in our Strategic Plan, is to work for “communications services that are trusted, inclusive, accessible and available for all.”

ACCAN has today released our Independent Plan Comparison Tool (IPCT) Policy Position. Developed in consultation with consumers and other stakeholders, this position outlines the rationale for an IPCT for the telecommunications sector.

ACCAN has today released our Retail Registration Position.

Developed in consultation with consumers and other stakeholders, the Retail Registration Position outlines how a telecommunications registration scheme administered by the ACMA could be implemented.

Community Position on the Public Procurement of Accessible Information and Communication Technology (ICT)

ACCAN and a consortium of Disability and Consumer Organisations are calling for a whole-of-government policy for the procurement of accessible information and communications technology (ICT).

Now that the NBN has been declared built and fully operational, ACCAN has examined what needs to be changed in the telecommunications sector in order to protect consumer interests and maximise the benefits of broadband in the future. Underpinning this analysis is the shift in the way consumers use and rely on broadband services. Telecommunications is now widely regarded as an essential service, and so consumer protections and safeguards must be brought in line with this way of thinking.

ACCAN’s purpose, as outlined in our Strategic Plan, is to work for “communications services that are trusted, inclusive, accessible and available for all.”