Telecommunications - Consumer Action Law Centre

ACMA Compliance and Enforcement Priorities 2026–27

This submission provides Australian Communications Consumer Action Network (ACCAN) feedback to the Australian Communications and Media Authority’s (ACMA) consultation on its compliance and enforcement...

Fair Call Coalition: ‘Deficient’ industry code must be replaced with proper protections

The members of the Fair Call Coalition, an alliance of 23 consumer organisations, is calling on the Minister for Communications, Anika Wells, to exercise her powers and direct the Australian Communica...

Cost-of-living measures in State Budget will make a positive difference

Consumer Action Law Centre CEO, Stephanie Tonkin has welcomed the cost-of-living measures announced in the Victorian State Budget saying they will make a ‘positive difference’ in the lives of many peo...

Introduction of a mandatory SMS Sender ID Register

This submission is made by Australian Consumers Communications Action Network (ACCAN) with support from Consumer Action. The introduction of a mandatory SMS Sender ID Register (the register) in Aus...

VIDEO: What ‘consumer-centric’ policies should the next Government pursue?

Consumer Action Law Centre has revealed a list of its top consumer-centric priorities to make life fairer and better for all Australians, ahead of the upcoming federal Election. “This Federal Elect...

ACMA Compliance Priorities 2025-26

Overall, we support the Australian Communications and Media Authority (ACMA’s) current compliance and enforcement priorities and recommend they are extended into 2025-26 as there is more work to be do...

Telco regulator cannot register out of touch industry code say consumer advocates

The Fair Call Coalition* of consumer advocates has written to the Australian Communications and Media Authority (ACMA) urging the Regulator to refuse to register the Telecommunications Consumer Protec...

Strong action bringing telcos to account is the way to go

Consumer Action Law Centre has warmly welcomed today’s announcement from Communications Minister Michelle Rowland further strengthening consumer protections and increasing the Australian Communication...

Stronger telco protections targeting those experiencing domestic and family violence real progress

Consumer Action Law Centre Acting Director of Policy and Campaigns Luke Lovell said the new protections for telco customers experiencing domestic and family violence (DFV) announced today by Minister...

‘ The Telco Code has run its course and failed to deliver’: ACMA must explore other options to protect consumers

The Australian Competition and Consumer Commission (ACCC) has called on the Australian Communications and Media Authority (ACMA) to reject a proposed consumer protections code drafted by the telecommu...

Consumer advocates call for improved domestic family violence protections

Telecommunications consumers experiencing domestic and family violence (DFV) must see mandatory protections through direct regulation, say consumer advocates, in the wake of an important speech by the...

ACMA Compliance Priorities 2024 – 2025

Thank you for the opportunity to provide input on the Australian Communications and Media Authority (ACMA) compliance priorities for the 2024-25 financial year. Consumer Action Law Centre (Consumer...

Fighting SMS Scams – What type of SMS sender ID registry should be introduced in Australia?

The Australian Communications Consumer Network's (ACCAN) submission has been informed by feedback from consumer and community organisations who regularly assist consumers affected by scams and other d...

Relief for telco customers in financial hardship welcomed – but much more needs to be done

Consumer Action’s CEO Stephanie Tonkin says new telco supports flagged by the Australian Communications and Media Authority (ACMA) are a significant step in the right direction, but further work must...

Consumer fail: New Telco Code proposal delivers little for vulnerable consumers

The Communications Alliance, the peak industry body for the Australian communications sector, has released a proposed framework and review package for the Telecommunications Consumer Protections (TCP)...

Telcos still not connecting with Aussies -especially those most impacted by the cost-of-living crisis

The latest figures released in the Telecommunications Industry Ombudsman’s (TIO) 2023 Annual report show that the nation’s telcos are still not providing an acceptable standard of service in many key...

In this cost-of-living crisis Telstra can do much better on hardship support

The vast majority of Telstra customers will pay $5 per month more on their internet bills following price increases announced this week. Consumer Action Law Centre CEO Stephanie Tonkin said a growi...

Albanese Government’s new consumer safeguards for telco customers doing it tough welcomed

Consumer Action’s Acting CEO Tania Clarke has congratulated Minister for Communications Michelle Rowland for acting swiftly to address the growing list of concerns from consumer advocates and telco cu...

One million telco complaints: ACCC calls for stronger regulations for nation’s most distrusted industry

Consumer Action Acting CEO Tania Clarke says Minister for Communication Michelle Rowland should act now to implement tough new laws to clean up the telco industry. Ms Clarke’s call for action comes...

REPORT: Telco industry has ‘failed on almost every level’ to protect and support vulnerable customers

This latest report by the Telecommunications Ombudsman (TIO) published today, Time for Change is shocking to read and makes it clear that industry self-regulation has failed on almost every level when...

REPORT: Telcos still not doing enough for customers

A new report from the Telecommunications Industry Ombudsman has revealed that the telco industry is still not doing enough to help people suffering from financial hardship. Consumer Action's David...

Hundreds of thousands of telco customers cut off as 2.4 million Australians struggle to pay telco bills

Telco providers are far less likely than other essential services to provide hardship assistance to Australians when they find themselves in financial crisis and here’s the proof: last year 406,428 cu...

ACMA finds Telstra wrongfully cut off 5,400 vulnerable customers, proving stronger laws are needed

“Instead of offering fair and suitable hardship arrangements to support customers struggling to pay their bills, Telstra and other telco providers continue to breach their own industry rules by cuttin...

ACCAN report reveals massive telco failure to provide effective hardship support for those doing it tough to stay connected

Telcos are not doing enough to provide access to adequate hardship measures for those doing it tough in what is now the worst cost-of-living crisis in a generation, says David Hofierka, Senior Policy...

Increase in TIO complaints underlines need for stronger consumer protections

As the Telecommunications Industry Ombudsman (TIO) Quarter Two Complaints Report reveals a noticeable increase in complaints about telecommunications companies,” Consumer Action is reiterating its cal...

Draft Telecommunications (Infringement Notice Penalties) Determination 2022

We welcome the opportunity to comment on the Department of Infrastructure, Transport, Regional Development, Communications and the Arts (the Department) consultation on the draft Telecommunications (I...

ACMA Telstra direction reveals weak and worrying gaps in its powers to regulate telecommunications

Consumer advocates* are raising deep concerns about the ineffective framework for telco regulation in Australia following a direction from the Australian Communications Media Authority (ACMA) to Telst...

TIO annual report reveals complaints about mobile services at five-year high

The Telecommunications Industry Ombudsman (TIO) annual report released today has revealed stark contrasts—while complaints about phone and internet services decreased in the year ending 30 June 2022,...

‘Telcos still behaving badly’: Report highlighting key drivers of customer complaints welcomed

Consumer Action has welcomed a report released today from the Telecommunciations Industry Ombudsman (TIO) that reveals a high level of customer complaints about poor mobile services and the continued...

Telcos are an essential service and must step up to help customers in need

Consumer Action has welcomed the Statement of Expectations today from the Australian Communications and Media Authority (ACMA) setting out clarity for telcos on assisting customers experiencing vulner...

Joint consumer submission on the Independent TIO Review

This is a joint submission from Consumer Action Law Centre, the Australian Communications Consumer Action Network (ACCAN), Financial Counselling Australia and WEstjustice. Our submission draws on...

The Australian Communication and Media Authority’s compliance priorities 2022-23

The impact of COVID-19 and lockdowns during 2021 underscored the essential nature of telecommunications, as well as the effect of poor telecommunications practices on people experiencing vulnerability...

Our comments on the Telecommunications Reform Bill

Telecommunications services are essential services – but are not regulated as such despite their critical role across the country. We appreciate the opportunity to comment on this plan to reform an in...

Comment on the Telecommunications Industry Ombudsman new Terms of Reference

Draft Guidance: Compensation for non-financial loss and systemic issues This submission is made jointly by Consumer Action Law Centre and WEstJustice. We welcome the opportunity to comment on t...

Regional Telecommunications Review: Access and affordability in regional, rural and remote Indigenous communities

We regularly assist Victorians in disputes against telecommunications providers. Often these disputes relate to mis-selling, for example, misleading or deceptive sales practices or selling customers i...

Regulating with consumer vulnerability in mind: Essential Services Commission’s draft strategy

Consumer Action welcomes the opportunity to comment on the Essential Services Commission’s (ESC) draft consumer access and equity strategy, Getting to fair: Breaking down barriers to essential service...

More ‘trouble with telcos’ as bad service, hidden costs, and shoddy sales practices revealed

A report* published today by the Telecommunications Industry Ombudsman (TIO) reveals that telco sales culture, practices, and cost structures before and during COVID are continuing to fail Australia’s...

Telstra cops record $50 million fine, consumer groups say industry must improve its practices

The Federal Court today upheld the Australian Competition and Consumer Commission’s (ACCC) $50 million fine against Telstra for its treatment of Indigenous people in rural and remote parts o...

Telco conduct harming customers reveals why self-regulation is a failure

A new report by Financial Counselling Australia has criticised the selling practices, customer service and financial hardship programs offered by the telco industry in the wake of COVID-19, revealing ...

Australian Communications Media Authority compliance priorities

Consumer Action Law Centre (Consumer Action) and WEstjustice welcome the opportunity to contribute to the development of ACMA compliance priorities for 2021 –2022, hence our submission. The past ye...

REPORT: Telcos miss the mark on hardship support during COVID, time to treat them as an essential service

A new report by the Australian Communications and Media Authority (ACMA) Customer financial hardship in the telco industry reveals stark variations in hardship support offered during the COVID-19 cris...

Report reveals telco failures during COVID-19 crisis

Consumer Action has today published a report with case studies and data documenting the ways the telecommunications industry in Australia continues to fail the community, even during the COVID-19...

Report: The Trouble with Telcos Stories from 2020

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Telco industry fails individuals and businesses during the pandemic

Data released today on the telco industry shows the sector has failed to meet community expectations throughout the pandemic, leaving families and business customers high and dry in their time of need...

Modernising the Telecommunications Industry Ombudsman Terms of Reference

Westjustice, Consumer Action Legal Centre (‘Consumer Action’), Financial Rights Legal Service(‘FRLS’), and Financial Counselling Australia (‘FCA’) provide legal casework and financial counselling serv...

Consumer groups call for an end to telco rip offs

Consumer groups* have shared harrowing stories of telco companies mistreating people around Australia and are calling on the Federal Government to fix the system so people are treated fairly. The c...

Telecommunications Consumer Safeguards: Choice and Fairness

Consumer Action, WEstjustice, VALS, FCVic, BCLS, HRCLS and HAAG consider it beyond dispute that telecommunications services, including internet services and mobile phones, are necessary for social inc...

Modernising the Telecommunications Industry Ombudsman Terms of Reference

WEstjustice, Consumer Action Legal Centre, Financial Rights Legal Service, and Financial Counselling Australia provide legal casework and financial counselling services to consumers, particularly thos...

Inquiry into Victoria’s Response to COVID-19

COVID-19 has deeply affected the Victorian community in unprecedented ways. With a significant number of job losses and most of the population staying at home in compliance with public health orders,...

Regulator reveals telcos failing to do proper credit checks

The telco regulator has released worrying findings from its mystery shopping study into companies' credit assessments today. The study released today by the Australian Communications and Media Aut...

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