Campaigning for communications consumers: The Australian Communications Consumer Action Network

The use of communications is at record levels and growing, especially mobile phones and broadband services. Communications are now also at the center of economic and social policy, reflected in the advancing notion of a digital economy. The Australian Communications Consumer Action Network (ACCAN) was formed as the new peak body to represent the interests of communications consumers. Telecommunications, the Internet and broadcasting are no longer separate sectors requiring separate policy and advocacy work. Consumers are both users and producers in these spaces, and are able to execute a wide range of personal and business activities across sectors. The consumer experience in the market is highly variable. In 2008 the Telecommunications Industry Ombudsman (TIO) experienced a 50% increase in complaints, up to 150,000 (TIO 2008). Across issues in consumer protection and policy, availability, accessibility, affordability, privacy, security, environmental impact, and more, communications consumers have a number of urgent and evolving needs.