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...

October 12, 2023

Banning telemarketing under the Victorian Energy Upgrades program

We strongly support the Minister’s intention to introduce a ban on telemarketing within the VEU program. We have long advocated for bans  on telemarketing (as well as doorknocking) as inherently probl...

July 25, 2023

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...

June 28, 2023

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...

June 22, 2023

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...

May 10, 2023

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...

May 2, 2023

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...

April 21, 2023

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...

March 23, 2023

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...

February 8, 2023

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...

December 20, 2022

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...

November 24, 2022

OPINION: Optus data breach underscores urgent need for reforms to protect Australians from scams

Opinion piece by Gerard Brody, CEO Consumer Action The massive data breach affecting up to 9.8 million Optus customers has shone a spotlight on what can be done to protect Australians from harm and...

September 29, 2022

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,...

September 21, 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...

July 20, 2022

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...

May 24, 2022

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...

May 18, 2022

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...

March 29, 2022

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

Consumer vulnerability: Expectations for the telco industry

This joint submission is made on behalf of Consumer Action Law Centre, WEstjustice, Victorian Aboriginal Legal Service and Hume Riverina Community Legal Service. Broadly, we are pleased to see the...

September 14, 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