Peak communications consumer body ACCAN acknowledges the court proceedings initiated today by the Australian Information Commissioner (OAIC) against Optus for alleged breaches of the&nbsp;Privacy Act 1988.

We welcome the OAIC taking this action with the stated aim of taking “the action necessary to uphold the rights of the Australian community."

This sends a clear message to the telco sector that if they are not prepared to take their responsibility to consumers seriously, that Australian regulators will act to protect consumers from the immeasurable harms caused by their actions.

This is not an isolated incident. It comes after Optus was subject to a $100m penalty for unconscionable sales practices affecting vulnerable consumers, and the 2023 nationwide outage that impacted millions of businesses and consumers.

ACCAN CEO Carol Bennett said that action of this kind is critical to driving the cultural change that we need to see in this sector.

“I note that Optus is undertaking a restructure led by recently appointed CEO Stephen Rue, with a view to shifting the culture of the organisation that has enabled these behaviours.”

“This court action demonstrates how far short Optus fell from what consumers expect and deserve from their telcos.”

“This action has been made possible through clear and substantive consumer protections articulated in direct regulation, which consumers should be able to rely on when they purchase essential communications services. It's high time the ACMA reject the Telecommunications Consumer Protection Code and provide real consumer protections.”

“We have a long way to go to remedy the sorts of practices and behaviours we have seen from Optus over the past few years.&nbsp; It paints a picture of a telco that has lost sight of its obligation to consumers in delivering an essential service that consumers need and rely upon.”

“Changing that culture won’t be easy and this very significant action from OAIC is yet another wake up call for action.&nbsp; It seems Optus have been asleep at the wheel when it comes to accepting their moral and ethical responsibility to Australians.”

Peak communications consumer body ACCAN acknowledges the court proceedings initiated today by the Australian Information Commissioner (OAIC) against Optus for alleged breaches of the&nbsp;Privacy Act 1988.We welcome the OAIC taking this action with the stated aim of taking “the action necessary to uphold the rights of the Australian community."This sends a clear message to the telco sector that if they are not prepared to take their responsibility to consumers seriously, that Australian regulators will act to protect consumers from the immeasurable harms caused by their actions.This is not an isolated incident. It comes after Optus was subject to a $100m penalty for unconscionable sales practices affecting vulnerable consumers, and the 2023 nationwide outage that impacted millions of businesses and consumers.ACCAN CEO Carol Bennett said that action of this kind is critical to driving the cultural change that we need to see in this sector.“I note that Optus is undertaking a restructure led by recently appointed CEO Stephen Rue, with a view to shifting the culture of the organisation that has enabled these behaviours.”“This court action demonstrates how far short Optus fell from what consumers expect and deserve from their telcos.”“This action has been made possible through clear and substantive consumer protections articulated in direct regulation, which consumers should be able to rely on when they purchase essential communications services. It's high time the ACMA reject the Telecommunications Consumer Protection Code and provide real consumer protections.”“We have a long way to go to remedy the sorts of practices and behaviours we have seen from Optus over the past few years.&nbsp; It paints a picture of a telco that has lost sight of its obligation to consumers in delivering an essential service that consumers need and rely upon.”“Changing that culture won’t be easy and this very significant action from OAIC is yet another wake up call for action.&nbsp; It seems Optus have been asleep at the wheel when it comes to accepting their moral and ethical responsibility to Australians.”

Telecommunications / VoIP

Massive data breach finally sees day in court, with trillions at stake for Optus

ACCAN has today welcomed the announcement from Minister for Communications Anika Wells that the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 has been finalised and will come into effect on 1 July 2025 as a crucial milestone for Australians experiencing domestic, family and sexual violence.This outcome follows sustained advocacy from ACCAN and other consumer representatives - through media releases, policy submissions and direct consultation—for a robust and mandatory framework to ensure telcos support vulnerable customers experiencing DFSV. The new Standard codifies obligations for telcos regarding customer communications, keeping vulnerable customers connected, personal data privacy, and staff training.ACCAN CEO Carol Bennett said the finalisation of the Standard provides safeguards and certainty for Australians when they most need to stay connected – as should be expected for an essential service.“Communications services are a lifeline for vulnerable Australians, and this Standard ensures providers must play their part in addressing the unique risks faced by people experiencing domestic, family and sexual violence,” Ms Bennett said.&nbsp;“It establishes mandatory requirements around safe communications, privacy protections, staff training, credit and debt management, and specialist support channels—exactly the measures ACCAN and other consumer representatives have long called for.”“This standard will be supported by further reforms already committed to by the Albanese government that will strengthen the powers and penalties available to the ACMA to swiftly act to enforce the standard and penalise non-compliance by industry stakeholders through the Telecommunications Enhancing Consumer Safeguards Bill.”“We thank Minister Wells for responding to the calls of&nbsp;ACCAN and other consumer advocates, and for driving a regulatory solution that reflects best practice in other essential service sectors,” Ms Bennett concluded.&nbsp;&nbsp;

ACCAN has today welcomed the announcement from Minister for Communications Anika Wells that the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 has been finalised and will come into effect on 1 July 2025 as a crucial milestone for Australians experiencing domestic, family and sexual violence.This outcome follows sustained advocacy from ACCAN and other consumer representatives - through media releases, policy submissions and direct consultation—for a robust and mandatory framework to ensure telcos support vulnerable customers experiencing DFSV. The new Standard codifies obligations for telcos regarding customer communications, keeping vulnerable customers connected, personal data privacy, and staff training.ACCAN CEO Carol Bennett said the finalisation of the Standard provides safeguards and certainty for Australians when they most need to stay connected – as should be expected for an essential service.“Communications services are a lifeline for vulnerable Australians, and this Standard ensures providers must play their part in addressing the unique risks faced by people experiencing domestic, family and sexual violence,” Ms Bennett said.&nbsp;“It establishes mandatory requirements around safe communications, privacy protections, staff training, credit and debt management, and specialist support channels—exactly the measures ACCAN and other consumer representatives have long called for.”“This standard will be supported by further reforms already committed to by the Albanese government that will strengthen the powers and penalties available to the ACMA to swiftly act to enforce the standard and penalise non-compliance by industry stakeholders through the Telecommunications Enhancing Consumer Safeguards Bill.”“We thank Minister Wells for responding to the calls of&nbsp;ACCAN and other consumer advocates, and for driving a regulatory solution that reflects best practice in other essential service sectors,” Ms Bennett concluded.&nbsp;&nbsp;

New telco rules to assist most vulnerable only weeks away

Peak communications consumer body ACCAN has expressed concern following today’s news that Telstra has been fined for failing to maintain access for more than 12 hours to the 106 emergency call service used by Australians with hearing and speech impairments.This represents a critical failure in Telstra’s duty as the nation’s designated emergency service call provider and falls well short of the standard the public expects from Australia’s largest telecommunications company.ACCAN CEO Carol Bennett said that the incident must be treated as a warning sign—and a call to action to modernise Australia’s emergency call infrastructure.“People with hearing impairments rely on the 106 service as their lifeline to emergency assistance. When this fails, their safety is at risk,” Ms Bennett said.“We are fortunate that no one was harmed during this outage—but relying on luck is not a public safety strategy. This should be treated as a near-miss and a wake-up call.”“We thank&nbsp;Telstra for committing to an independent review of what went wrong and look forward to hearing how systems and processes will be strengthened to prevent a recurrence.”“This incident underscores the urgent need to modernise Australia’s emergency services. Text-to-Triple-Zero is already in place in many countries. Australia must not fall further behind."“With new technologies such as&nbsp;SMS via low-earth orbit satellite becoming available, the time to implement accessible, resilient emergency communication is now,” Ms Bennett said.ACCAN continues to call on the Federal Government to prioritise investment in a ‘Next Generation Triple Zero’ system to ensure all Australians—regardless of location or accessibility needs—can reach emergency services reliably, at any time.&nbsp;&nbsp;

Peak communications consumer body ACCAN has expressed concern following today’s news that Telstra has been fined for failing to maintain access for more than 12 hours to the 106 emergency call service used by Australians with hearing and speech impairments.This represents a critical failure in Telstra’s duty as the nation’s designated emergency service call provider and falls well short of the standard the public expects from Australia’s largest telecommunications company.ACCAN CEO Carol Bennett said that the incident must be treated as a warning sign—and a call to action to modernise Australia’s emergency call infrastructure.“People with hearing impairments rely on the 106 service as their lifeline to emergency assistance. When this fails, their safety is at risk,” Ms Bennett said.“We are fortunate that no one was harmed during this outage—but relying on luck is not a public safety strategy. This should be treated as a near-miss and a wake-up call.”“We thank&nbsp;Telstra for committing to an independent review of what went wrong and look forward to hearing how systems and processes will be strengthened to prevent a recurrence.”“This incident underscores the urgent need to modernise Australia’s emergency services. Text-to-Triple-Zero is already in place in many countries. Australia must not fall further behind."“With new technologies such as&nbsp;SMS via low-earth orbit satellite becoming available, the time to implement accessible, resilient emergency communication is now,” Ms Bennett said.ACCAN continues to call on the Federal Government to prioritise investment in a ‘Next Generation Triple Zero’ system to ensure all Australians—regardless of location or accessibility needs—can reach emergency services reliably, at any time.&nbsp;&nbsp;

Telstra emergency service outage ‘a near-miss’ – with lessons to be learnt

Australia’s peak communications consumer body,&nbsp;ACCAN, welcomes the government’s announcement that requirements will be placed upon major mobile carriers to significantly expand mobile coverage across the country.

The Universal Outdoor Mobile Obligation (UOMO), announced today, is an important response from the Minister for Communications to the review of the Universal Service Obligation (USO) – which ACCAN, consumers and many in the telco industry regard as outdated and not reflective of modern consumer needs.

ACCAN CEO Carol Bennett said, “we welcome this announcement by Communications Minister Michelle Rowland to significantly expand Australian’s access to the mobile services they rely on for their health, wellbeing, work and safety.

“ACCAN has been calling for an expanded and modern USO that takes into account new technology and the increasingly volatile climate that is impacting connectivity in times of extreme weather events. Challenging times call for workable and accessible solutions. This initiative will improve access, choice and reliability to essential telco connectivity,” Ms Bennett said.

The development of Low Earth Orbit satellite (LEOSat) connectivity has made a major difference to many Australian consumers, particularly in regional, rural and remote areas. This technology has provided access to internet speed and low latency that was not possible through previous technologies. Until now, LEOSat connectivity has been limited to the internet. With trials of Direct-to-Handset connectivity well underway and a commercial rollout pending – now is the time to act on all of the reviews and consultations on telco services.

“While this initiative recognises next generation technology, it hasn't ignored the importance of continued investment in existing terrestrial networks to underpin continued certainty especially in our regional, rural and remote regions where it is needed to guarantee continued productivity and safety,” Ms Bennett concluded.

Australia’s peak communications consumer body,&nbsp;ACCAN, welcomes the government’s announcement that requirements will be placed upon major mobile carriers to significantly expand mobile coverage across the country.The Universal Outdoor Mobile Obligation (UOMO), announced today, is an important response from the Minister for Communications to the review of the Universal Service Obligation (USO) – which ACCAN, consumers and many in the telco industry regard as outdated and not reflective of modern consumer needs.ACCAN CEO Carol Bennett said, “we welcome this announcement by Communications Minister Michelle Rowland to significantly expand Australian’s access to the mobile services they rely on for their health, wellbeing, work and safety.“ACCAN has been calling for an expanded and modern USO that takes into account new technology and the increasingly volatile climate that is impacting connectivity in times of extreme weather events. Challenging times call for workable and accessible solutions. This initiative will improve access, choice and reliability to essential telco connectivity,” Ms Bennett said.The development of Low Earth Orbit satellite (LEOSat) connectivity has made a major difference to many Australian consumers, particularly in regional, rural and remote areas. This technology has provided access to internet speed and low latency that was not possible through previous technologies. Until now, LEOSat connectivity has been limited to the internet. With trials of Direct-to-Handset connectivity well underway and a commercial rollout pending – now is the time to act on all of the reviews and consultations on telco services.“While this initiative recognises next generation technology, it hasn't ignored the importance of continued investment in existing terrestrial networks to underpin continued certainty especially in our regional, rural and remote regions where it is needed to guarantee continued productivity and safety,” Ms Bennett concluded.

Internet Service Provider / Line connection

Media Release – At last, a boost to consumer telco connectivity, choice and safety

ACCAN - Australia’s peak national communications consumer body – has hailed the Federal Government’s strengthening of enforcement powers a major win for telecommunications consumers.

ACCAN’s CEO, Carol Bennett, said the reforms will promote increased accountability, transparency and compliance within the telecommunications industry, and contribute towards improving trust in telcos which has been eroding.

“This announcement by the Australian Government addresses longstanding calls from consumer advocates to improve accountability in the telecommunications sector and we applaud these critical reforms,” she said.

“The government’s announcement to boost the enforcement powers of the ACMA will ensure telcos face real and meaningful penalties if they breach their obligations to Australians. This is a critical step towards ensuring that the telco sector works in the interests of consumers.”

“Granting the ACMA greater and more timely enforcement powers goes a long way towards addressing the persistent limitations of the ACMA’s regulatory toolkit”.

The changes will be part of expanded consumer protections under a suite of reforms to the&nbsp;Telecommunications Act 1997 (Cth).

The changes will mean the regulator, ACMA, will now be able to take direct enforcement action against breaches of industry codes rather than first having to issue a formal direction to comply.

The reforms also provide for significant increases to maximum penalties for breaches of industry codes and standards, from $250,000 to $10 million, bringing the telco sector in line with other essential service sectors.

The Australian Government also announced that it will establish a Carriage Service Provider (CSP) registration scheme to increase the visibility of providers in the telecommunications market. A CSP registration scheme will support a telecommunications market that works efficiently for all participants and provide much needed oversight of the market by the ACMA.

ACCAN - Australia’s peak national communications consumer body – has hailed the Federal Government’s strengthening of enforcement powers a major win for telecommunications consumers.ACCAN’s CEO, Carol Bennett, said the reforms will promote increased accountability, transparency and compliance within the telecommunications industry, and contribute towards improving trust in telcos which has been eroding.“This announcement by the Australian Government addresses longstanding calls from consumer advocates to improve accountability in the telecommunications sector and we applaud these critical reforms,” she said.“The government’s announcement to boost the enforcement powers of the ACMA will ensure telcos face real and meaningful penalties if they breach their obligations to Australians. This is a critical step towards ensuring that the telco sector works in the interests of consumers.”“Granting the ACMA greater and more timely enforcement powers goes a long way towards addressing the persistent limitations of the ACMA’s regulatory toolkit”.The changes will be part of expanded consumer protections under a suite of reforms to the&nbsp;Telecommunications Act 1997 (Cth).The changes will mean the regulator, ACMA, will now be able to take direct enforcement action against breaches of industry codes rather than first having to issue a formal direction to comply.The reforms also provide for significant increases to maximum penalties for breaches of industry codes and standards, from $250,000 to $10 million, bringing the telco sector in line with other essential service sectors.The Australian Government also announced that it will establish a Carriage Service Provider (CSP) registration scheme to increase the visibility of providers in the telecommunications market. A CSP registration scheme will support a telecommunications market that works efficiently for all participants and provide much needed oversight of the market by the ACMA.

Australian Communications Consumer Action Network (ACCAN)