Telecommunications - Consumer Action Law Centre

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...

Woman in red t-shirt looking at her laptop, stressed.

Overwhelmed by bills or struggling financially as a result of COVID-19?

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...

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...

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

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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...

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...

Keeping communities connected

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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...

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...

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...

Strong compliance and enforcement is needed in telecommunications industry

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....

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...

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,...

Submission: draft Telecommunications Consumer Protections 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...

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

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...

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...

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