Goodbye CTN 

CTN closes its doors on 30 June 2009. The new peak body, Australian Communications Consumer Action Network (ACCAN), will represent telecommunications consumers as part of its new role.

This website will be no longer updated from the 30 June 2009.

Please visit the ACCAN website for current and up to date consumer telecommunication information www.accan.org.au

CTN would like to thank all of its supporters from 1989-2009.

Farewell CTN Final Online Forum

CTN will be transitioning to the Australian Communications Consumer Action Network (ACCAN) on July 1. We'll be advising ACCAN's new contact details shortly.

You can leave any feedback about CTN on our final online Forum here: Farewell CTN Forum

Mobile Premium Service Regulatory Developments

CTN has welcomed the suite of new regulations which will apply to mobile premium services, announced by the Australian Communications and Media Authority last week.  Consumers have won a protracted battle over 5 years for basic community safeguards to apply to mobile premium services, such as requiring genuine consent to subscription services and the ability to bar these services.

CTN's media release is available here: CTN Media Release

ACMA's media release can be found here: ACMA Media Release

Consumer Research & Advocacy Discussion Paper Released

Consumer Affairs Minister, Chris Bowen MP, today released a discussion paper on the direction of consumer research and advocacy - Consumer Voices, Sustaining advocacy and research in Australia's new consumer policy framework.

The Productivity Commission recommended in the 2008 Review of Australia's Consumer Policy Framework Final Report that the Australian Government, in consultation with the Ministerial Council on Consumer Affairs, take the lead role in developing arrangements to provide additional funding in relation to consumer advocacy and policy-related consumer research.
Submissions are due July 17.

Go to: http://www.treasury.gov.au/contentitem.asp?NavId=037&ContentID=1532

Consultation on National Unfair Contract Terms Provision

Consumer Affairs Minister, Chris Bowen MP, today released the Rudd Government's draft national unfair contract terms provision for public comment. The draft national unfair contract terms provision reflects the model agreed by Ministerial Council on Consumer Affairs on 15 August 2008 and confirmed by COAG on 2 October 2008.

Comments are due by 22 May.

Go to: http://assistant.treasurer.gov.au/DisplayDocs.aspx?doc=pressreleases/2009/039.htm&pageID=003&min=ceb&Year=&DocType

Privacy Awareness Week: 3-9 May 2009

Privacy Awareness Week is an annual promotion by the Asia Pacific Privacy Authorities (APPA) group. The Week will see a variety of programs and initiatives hosted by public and private sector organisations from across the Asia-Pacific region to promote awareness of privacy rights and responsibilities.

The Privacy Awareness Week homepage is here: http://www.privacyawarenessweek.org/paw/

ACCAN Appoints First CEO

The Australian Communications Consumers Action Network has appointed Allan Asher as its first Chief Executive Officer (CEO). Allan brings vast consumer experience which he has exercised at the very highest levels in Australia, the UK, Europe and at the United Nations. His grounding in telecommunications is sound, having been a director of corporate affairs in the Overseas Telecommunications Company before it was absorbed into what is now the Telstra Corporation. He has been a beacon for consumers in numerous roles, including as Deputy Chair of the Australian Competition and Consumer Commission; with director positions in the Trade Practices Commission and CHOICE in Australia, WHICH? (CHOICE equivalent in the UK) and Consumers International, and as director of Energywatch, the gas and electricity consumer council in the UK.

"Australian consumers are demanding a fresh approach to consumer consultation and engagement in communications issues, We are confident that Allan will deliver the right mix of local knowledge, appropriate international experience and an exceptional background in consumer representation" said ACCAN Chairman Alex Varley.

"I am also pleased that we have secured Teresa Corbin as the Deputy CEO. Teresa is the CEO of Consumer Telecommunications Network (CTN) and has been a major driver of the creation of ACCAN, as well as her outstanding work on telecommunications consumer rights. She and Allan will make a very strong team with a combination of campaigning, communication and policy skills and a vast knowledge of both the Australian and international scene."

Both Allan and Teresa will formally commence their roles in July, but are currently working on the formation of ACCAN.

Go to: CTN Media Release

New National Broadband Network

The Rudd Government announced the establishment of a new company to build and operate a new super fast National Broadband Network.

This new super fast National Broadband Network, built in partnership with private sector, will be the single largest nation building infrastructure project in Australian history.

This new National Broadband Network will:
- Connect 90 percent of all Australian homes, schools and workplaces with broadband services with speeds up to 100 megabits per second - 100 times faster than those currently used by many households and businesses
- Connect all other premises in Australia with next generation wireless and satellite technologies that will deliver broadband speeds of 12 megabits per second
- Directly support up to 25,000 local jobs every year, on average, over the 8 year life of the project.

Under the Rudd Government's new national broadband network every house, school and business in Australia will get access to affordable fast broadband.

Go to: Minister's Media Release

CTN Welcomes NBN Announcement

The Consumers' Telecommunications Network (CTN) has welcomed the Rudd Government's announcement today of a public/private company to build a national broadband network.

"We welcome this announcement as it provides a clear path forward for a national approach to a high speed broadband network. For some time now, even under the previous government, consumers have been in a state of limbo about future access to sustainable infrastructure", said Ms. Teresa Corbin, Chief Executive Officer.

CTN stands by its call for a strong consumer protection regime as this will be a fundamental part of the network proposals.

"We look forward to further clarification about the consumer protections and affordability measures built into this new plan" Ms Corbin said. "It is critical that sound policy decisions are made at this stage to encourage and facilitate access to high speed broadband for all Australians"

CTN is focused on ensuring that regional, rural and remote consumers are not forgotten in the national broadband network. CTN supports the comments made from the Chair of the Regional Telecommunications Review (RTR), Dr Bill Glasson, highlighting the difficulty of such an extensive infrastructure project and asking for a commitment to extend the network as afar as possible.

Go to: CTN Media Release

Reforms to improve consumer protection in telecommunications

At the CommsDay Summit, on Tuesday 31st March, Senator Conroy announced an examination of the consumer code development process and the implementation of new code enforcement powers for the Australian Communications and Media Authority.

"The protracted development of the Mobile Premium Services consumer code has highlighted clear deficiencies with the co-regulatory framework," Senator Conroy said.

"If co-regulation is to remain viable, industry must ensure that the code processes are more responsive to consumer needs."

"Improving the code development process is only one piece of the puzzle and effective consumer protection should be supported by an increased emphasis on enforcement."

"We need to provide the Australian Communications and Media Authority with faster, more effective incentives to encourage compliance with codes and regulations."

Senator Conroy released an issues paper on the key matters to be considered by the review of the code development processes. He also announced plans to amend the Telecommunications Act 1997 to allow ACMA to issue infringement notices.

These measures are part of a broader Rudd Government commitment to improve consumer representation in telecommunications, including the establishment of the Australian Communications Consumer Action Network, a new peak representation body.

Go to: Minister's Speech from Comms Day Summit

Go to: Minister's Media Release

Does anyone out there love premium SMS?

The Sydney Morning Herald is asking if any of their readers value Mobile Premium Service SMS. The article asks "Is there anyone who thinks a daily horoscope message or trivia question is worth $5 a pop? Is there anyone whose day is not complete until they have received their pick-up lines/celebrity gossip/word of the day/perfect match on their phone? Because if there is we have yet to hear from them.?

The telecommunications industry body, Communications Alliance, has released a code of conduct to regulate Mobile Premium Services (MPS). The code was published by the telecommunications industry body, Communications Alliance. The code was published without consumer representatives voting for the code.

Over 20 consumer organisations have written to the Minister of Broadband, Communications and the Digital Economy; the Australian Communications and Media Authority (ACMA) and the Australian Competition and Consumer Commission (ACCC) explaining that the code will not make a significant step forward in consumer protection and asking for a service provider rule that will ensure call barring so MPS calls can be blocked and double opt in provisions are required for all subscription services.

CTN CEO Teresa Corbin argues "People are sick of being ripped off. Consumers are receiving unsolicited messages that they are then charged for, which is totally unacceptable. Many customers said they weren't clearly told they were signing up for an ongoing subscription service, or they weren't advised how to stop a subscription service. Adding insult to injury it is then extremely difficult to make complaints and get refunds."

"What we need here is not just more information but real deterrence in the code from bad practices," said Corbin. "The business model underlying mobile premium services is fundamentally faulty."

Go to: SMH Article

Go to: CTN's Media Release

Mobile Premium Service Code Provides no Safety Net

A coalition of national and regional consumer organisations have come out to say they do not support the mobile premium service code published by industry this week. Consumer groups have called on the regulator, the Australian Communications and Media Authority (ACMA) not to register the code because it does not provide adequate consumer protection and customers will continue to suffer significant detriment due to misleading industry practices.

"People are sick of being ripped-off when it comes to mobile premium services", said CTN Chief Executive Officer, Ms. Teresa Corbin. "Consumers are receiving unsolicited messages that they are then charged for, which is totally unacceptable. Many consumers say they weren't clearly told they were signing up for an ongoing subscription service, or they weren't advised how to stop a subscription service. Adding insult to injury, it is then extremely difficult to make complaints and get refunds".

Ms. Corbin continued: "The industry body Communications Alliance has published its code without consumer support because industry would not agree to provisions to ensure consumers are fully informed they are signing up for an on-going service. The industry is only further damaging its already tarnished reputation by not properly dealing with consumer dissatisfaction. Telecommunications industry regulation needs an immediate review."

In seeking a more robust safety net for consumers, the consumer representatives asked that the Code include stronger safety net provisions that could include a 'double opt-in' mechanism for all subscription services; easy unsubscribe steps; clearer advertising, especially highlighting where services are of a subscription nature; better protection for minors and vulnerable consumers; regular expenditure updates and real expenditure limits (call barring); clarification on each message that is not free; registration processes for content providers with an exclusion from the network for all content providers who do not follow the Code; better information about the terms and conditions of each service and a service similar to "SMSRUS" in the UK; access to live customer service on well advertised help lines and better refund processes. They also asked for a more straightforward complaints handling process without referrals from the phone company to third party content providers. The code ensures consumers will get more information in some instances but no real safety net.

CTN has been joined in the call for action by the newly formed Australian Communications Consumer Action Network (ACCAN) and over 20 other peak national and regional agencies - many who are dealing with a constant stream of consumer complaints about mobile premium services.

For background information go to: CTN's Media Release

ACCC says mobile phone code inadequate

A new industry code that aims to protect Australian mobile phone users from scams is deficient, according to the ACCC. Graeme Samuel, chairman of the Australian Competition and Consumer Commission, has threatened to impose stricter regulation if the code is not upgraded.

Go to: ACCC says mobile phone code is inadequate article

Go to: ACCC Media Release

CTN CEO, Teresa Corbin, honoured with ATUG Chairman's Award