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TRANSCRIPT
COMMSDAY MELBOURNECONGRESS
9 October 2012
Teresa CorbinChief Executive Officer
Topics for today• About ACCAN• ACCAN Consumer Perceptions Survey• TCP Code• Global Roaming• Privacy – Silent Lines• Copyright• Audio Description• Industry Engagement
AboutACCANACCAN is the peakbody representing allAustralian consumerson communicationsissues includingtelecommunications,broadband andemerging services.
Members210+Organisations & individuals– including generalconsumers, small business,farmers, seniors and youthgroups, disability advocates,regional & remote consumergroups, financial counsellors& community legal centres.
Our workACCAN WebNews, website & magazine
Consumer Awareness
Industry Engagement
Policy Submissions
Independent Grants Program
Research Reports
ACCAN National ConsumerPerceptions Survey 2012Key findings
• Main communication service
• Non-participation in the market
• Complaints and TIO awareness
• Satisfaction with Internet on mobiles
• 2012 Snapshot: User and non-user attitudes tosmartphones
ACCAN Survey Objectives
Enable accurate claims on consumer perceptions,attitudes, experiences that will help guide ACCAN’swork and advocacy
Survey will track changes over time –first longitudinal researchproject
Length of time with service provider
2%
8%
9%
10%
24%
46%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Joined in last month
Joined 7-12 months ago
Joined 2-6 months ago
Joined 4-5 years ago
Joined 1-3 years ago
Joined 5+ years ago
Q6: And how long ago did you sign up for that service? Total sample; Weight: Age, gender, location (ABS 2011); base n =766; total n = 800; 34 missing; effective sample size = 743 (97%)
Consumers are not using themarket46% same provider 5 years or more
31% have never changed providers
Further research questions
Why don’t people switch? – Perceived risks, avoidinghassles, confusion, complacency etc ?
TCP Code• Acknowledge Communications Alliance
for extensive consultation process• Congratulate industry on final outcome• Looking forward to roll out of TCP code• Encouraged by industry enthusiasm for
better compliance culture• Welcome new proposed service
provider rules power for ACMA• Reduced complaints will
measure TCP Code success
Making the Right Call: Your Rights
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Consumer awarenessis crucial to successof new TCP Code
Global Roaming• Welcome Minister’s direction for
ACMA Industry Standard on IMR
• Currently participating in DBCDETrans-Tasman Roaming consultation
• ACCAN supports greatertransparency, reducing costthrough price caps & regulation
• Removal of fees forunlocking mobilehandsets
Privacy• Consumers believe silent
lines should be providedwithout charge.
• The 2008 inquiry byAustralian Law ReformCommission reportrecommended that silentline charging should end.
Copyright: our positionACCAN’s strategic goal:
Clear and fairarrangementsfor consumersin relation todigital content
We believe:Disconnection from anessential utility service onthe basis of copyrightinfringement is bothdisproportionate andinappropriate.
We want:Greater fair dealing orfair use exceptions tocopyright which aretechnology-neutral andrecognise the legitimacyof consumer activitiessuch as sharing user-generated content.
We need:A right for consumers to recordand format shift content thathas been acquired lawfully,for non-commercial use.The rules must besimple, technology-neutral and easy forconsumers to understand.
Audio Description
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Working with industry
• Representation on 20+ industryCommittees incl. ACCC CCC & ACMA CCF
• Direct consultation with service providers• Regular dialogues with TIO, AMTA , NBN
Co, NRS Provider and CommunicationsAlliance including with their new ICAG
• First ACCAN Industry Associations Forum
