Transforming consumer representation in Australian telecommunications

It is increasingly apparent that the old models of consumer consultation in the Australian communications industry are struggling in today's fast-paced, converging wireless and IP networking world. In the past, consumer representation tended to focus on what was considered to be bad about telecommunications services, and solutions were largely seen to lie with the service provider and/ or with the regulatory environment. This paper suggests that a change is underway in terms of the roles that consumers can now play and the opportunities that new physical networks and new forms of social networking provide -- from the traditional dominant mode of confrontation, controversy and complaint towards new modes based on innovation, collaboration and partnerships.