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...

December 1, 2021

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Draft Guidance: Compensation for non-financial loss and systemic issues  This submission is made jointly by Consumer Action Law Centre and WEstJustice.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...

October 26, 2021

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...

September 30, 2021

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...

June 23, 2021

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...

May 17, 2021

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...

May 13, 2021

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 ...

April 14, 2021

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...

March 10, 2021

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...

February 12, 2021

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...

November 26, 2020

Report: The Trouble with Telcos Stories from 2020

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November 26, 2020

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...

October 28, 2020

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...

October 28, 2020

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...

September 25, 2020

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...

September 25, 2020

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...

September 11, 2020

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,...

August 10, 2020

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...

June 30, 2020

Overwhelmed by bills or struggling financially as a result of COVID-19?
There are things you can do!

COVID-19 means this year we are staying at home now more than ever. As a result, your bills might be a lot higher than they were.   As we enter the winter months, keeping warm and safe is more impo...

May 28, 2020

Australians urged to share their stories about financial hardship during COVID-19

Today, Consumer Action Law Centre has launched an online form to enable people to share their experiences of financial hardship during the Covid-19 emergency. The goal is to help track the severity an...

May 20, 2020

Are you experiencing financial hardship during the Covid-19 crisis?

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May 18, 2020

Telco companies are failing people in financial hardship

A report released this week by the Australian Communications and Media Authority (ACMA) shows that telco providers are not adequately identifying and supporting customers experiencing financial hardsh...

April 3, 2020

Keep communities connected, urge more than 40 community organisations across Australia

As more people face the prospect of losing work due to the COVID-19 health  crisis, community organisations are calling on banks, telcos, energy retailers, and rental providers to help people stay con...

March 19, 2020

Keeping communities connected

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March 18, 2020

A little relief will go a long way for thousands struggling due to COVID-19

Widespread disruption caused by COVID-19 is being felt across Australia. It won’t be long before we have thousands of people trying to survive on a reduced income, worried about whether they can pay t...

March 16, 2020

New report reveals how irresponsible lenders are causing harm in Victorian Aboriginal communities

Consumer Action Law Centre (Consumer Action) and the Victorian Aboriginal Legal Service (VALS) are launching a new report on how irresponsible lenders are causing harm in Victorian Aboriginal communit...

February 14, 2020

Consumer Issues in Victorian Aboriginal Communities: Integrated Practice Project Report 2020

‘Consumer issues in Victorian Aboriginal communities’ reports findings from Consumer Action Law Centre’s (Consumer Action) and the Victorian Aboriginal Legal Service’s (VALS) Integrated Practice proje...

February 14, 2020

Strong compliance and enforcement is needed in telecommunications industry
Australian Communications and Media Authority - ACMA compliance priorities 2020-21 (consultation 36/2019)

Consumer Action receives 2-3 new calls per week through our legal assistance and worker advice lines or the National Debt Helpline about clients who are negatively affected by unaffordable phone debt....

December 12, 2019

New telco industry data highlights urgent need for effective regulation and enforcement powers to protect Australians

New complaints data released by the Telecommunications Industry Ombudsman (TIO) emphasises the clear need for regulation and strengthened regulator enforcement powers to protect Australians from poor...

September 25, 2019

Telecommunications Consumer Protection Code Inadequately Protects Consumers: Consumer Groups

The revised Telecommunications Consumer Protection (TCP) Code fails to adequately protect telco consumers, according to consumer groups. Despite consultation with the telco industry and regulator,...

July 1, 2019

Submission: draft Telecommunications Consumer Protections Code
Communications Alliance - Telecommunications Consumer Protections Code (Draft Industry Code)

Consumer Action Law Centre together with WEstjustice made a submission to the CommsAlliance on the Telecommunications Consumer Protections Code Draft (DR C628:2018) (draft Code), which has been produc...

September 5, 2018

Submission: Telecommunications Consumer Safeguards Review Part A – Consumer Redress and Complaints Handling
Consumer Safeguards Review - Consumer Redress and Complaints Handling (Part A)

Consumer protection mechanisms in the telecommunications market are failing Australians. The Telecommunications Consumer Safeguards Review is an important and timely opportunity to move from self-regu...

September 5, 2018

Proposed changes to TIO Terms of Reference

ACCAN and Consumer Action Law Centre made a joint submission to the consultation on proposed changes to the Telecommunications Industry Ombudsman (TIO) terms of reference. We are pleased that the TIO...

September 11, 2017

Submission: Revisions to the Telecommunications Consumer Protections Industry Code

Consumer Action has provided the following thoughts on the proposed revisions to the Communications Alliance Telecommunications Consumer Protections (TCP) Industry Code (DR C628:2014). Duplication bet...

November 6, 2014