Issue No 10: 28 April 2020



Hot Topics
  • ACOMMS 2020: 26 August 2020 - Nominate here

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Keeping Australians Connected - Latest on Telco Initiatives to Ensure Ongoing Service Delivery During Covid-19

Communications Alliance and the Australian Mobile Telecommunications Association (AMTA) today released updated consumer guidance and details of new initiatives to help ensure Australians stay connected to the telco services they need during the COVID-19 pandemic.

The second edition of “Keeping Australians Connected” includes updates on how Australia’s communication networks are responding to the increasing demand and traffic, as well as information and tips for customers to ensure minimal disruption to their service.

The document outlines:

  • a set of core operating principles, developed jointly with the Minister for Communications, Cyber Safety and the Arts, the Hon. Paul Fletcher MP, containing industry commitments to customers – particularly those experiencing hardship through the impacts of COVID-19;
  • a $150m relief package created by NBN Co, that will enable service providers to offer additional assistance to consumers and small businesses; and
  • alternative arrangements for some of the requirements of the Telecommunications Consumer Protection (TCP) industry Code, made necessary by the reconfiguration of providers’ customer service resources toward those impacted by COVID-19

The document details the steps taken by service providers to provide new benefits to customers and provides links to the websites of services providers that have created COVID-19-specific offers.

Communications Alliance CEO, John Stanton, said, “Industry has further ramped up its efforts in recent weeks to ensure Australians stay connected during this crisis and have the services they need to remain productive when working or schooling from home,

“The industry will continue to work closely with the Government on business continuity plans as the COVID-19 situation continues to evolve.”

“Keeping Australians Connected” will be further updated as circumstances change and new information becomes relevant.

Working with Financial Counsellors

Financial Counselling Australia has developed a simplified form of the third-party authorisation form that enables financial counsellors to speak to creditors (such as telcos) on behalf of their clients.

Communications Alliance and its members worked closely with FCA and other stakeholders - including representatives of the banks and ombudsmen schemes - to develop the form and associated guidance. The streamlined form will be easier for customers to complete, and we strongly encourage all telcos to work with Financial Counsellors and accept the new form.

If you are a telco with questions about the form, please contact Communications Alliance. If you are a Financial Counsellor, the form and associated guidance is available through your state association, or you can contact Financial Counselling Australia.

New Members

Communications Alliance is pleased to welcome the following new members:




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Visit the 2019 ACOMMS photo gallery here and highlights video here. Media Release here.


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