Affordable and accessible telecommunications are becoming increasingly essential in staying connected to communication platforms that are required to access information and participate effectively in employment and other aspects of social and economic life.
The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak body for consumers in telecommunications. ACCAN has a number of factsheets, which cover topics such as how to avoid bill shock, questions to ask before signing a contract, and what to do if you can’t afford to pay your bill. There is also a guide on consumer rights and a jargon buster to help customers understand telecommunications terminology.
The Telecommunications Consumer Protections Code, launched in June 2019, contains rules governing how telecommunication companies deal with small business, not-for-profits and residential customers. The key changes include the definition of small customers, stronger credit assessment requirements, and better options for customers having difficulty paying their bills.
Other important links on ACCAN website include:
There is also information available on the CHOICE website.
Customers who encounter difficulties dealing with a telecommunications company and are unable to resolve their dispute, can lodge a complaint with the Telecommunications Industry Ombudsman. For more information, call 1800 062 058 or visit the Telecommunications Industry Ombudsman's website.