Consumer Safeguards

The Government's approach to consumer safeguards

The Government's pro-competitive telecommunications strategy has encouraged greater competition among carriers and given all Australians access to a wide range of quality Internet and broadband services. The Government has complemented this approach with consumer safeguards including regulatory measures, targeted funding and information. These safeguards include the Internet Assistance Program, the Digital Data Service Obligation and the Telecommunications Industry Ombudsman. Among other things, information provision aims to improve consumer awareness of the service options available to them and their legal rights.

Internet Assistance Program

Internet Assistance Program The Internet Assistance Program (IAP) was a $48 million joint initiative between the Australian Government and Telstra with the Commonwealth contributing $10 million and Telstra contributing up to $38 million. The IAP was established to help Internet users obtain a reasonable speed from their dial-up Internet service. In 2003, a licence condition was placed on Telstra’s carrier licence to incorporate the benefits of the IAP.

Special arrangements exist for customers living in Telstra's so-called Extended Zones, which cover the remotest 80 per cent of Australia. Details of these arrangements are available from Telstra.

Guaranteeing access to a faster service - the Digital Data Service Obligation (DDSO)

DDSO is a legislative safeguard established by the Commonwealth Government in 1999 to ensure all people in Australia have access upon request to a digital data service of 64 kbps. The DDSO recognises the increasing demand for access to faster data services, particularly for Internet use. The DDSO has two components, the General DDSO and the Special DDSO.

Under the General DDSO, Integrated Services Digital Network (ISDN) services are available upon request and payment of applicable charges to 96 per cent of the Australian population. For the four per cent of the population, unable for technical reasons to access ISDN, a one-way satellite service is available under the Special DDSO. Where a satellite service is provided under the Special DDSO, a rebate of 50 per cent of the installation and equipment price, capped at $765, is payable. Telecommunications carriers fund this rebate.

Telstra is currently the General DDSO provider, while Telstra and Hotkey are the Special DDSO providers. Both operators have DDSO Plans which detail how they will fulfil their obligations. The DDSO Plans, together with other information, are available from the websites of Telstra (telephone: 13 2200) and Hotkey (telephone: 1300 655 366).

Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman (TIO) scheme is a requirement of the Telecommunications (Consumer Protection and Service Standards) Act 1999. The TIO provides free, independent dispute resolution services and assists small businesses and residential consumers with complaints about their telephone and Internet services.

The TIO is independent of industry, the Government and consumer organisations. It can investigate complaints about a range of issues such as Internet connections, fault rectification, billing and customer service. It does not handle complaints such as the setting of tariffs and charges, telecommunications policy matters or the 000 emergency service. The TIO is not a consumer advocacy service but assists parties in a dispute by considering the parties' facts and then seeking to reach a fair and equitable resolution. Further information about the TIO is available at www.tio.com.au

Public awareness activities

Developing a strong public awareness and understanding is important to ensure consumers get the most from Internet and broadband services and competition.

The Australian Communications and Media Authority's (ACMA) Guideline for Internet service providers (ISPs)

The ACMA's Consumer Information Guideline for ISPs can assist consumers in selecting an ISP by helping ISPs to provide clear and consistent information for consumers. Developed in consultation with industry representatives, the guideline focuses on the types and levels of ISP services, prices, billing, installation and performance. ISPs adhering to the guideline are able to identify that they have complied with the guideline. The Consumer Information Guidelines for ISPs are available from the ACMA website.

ACMA's Internet Toolkit

Building upon its successful Mobile Toolkit, the ACA has recently released its Internet Toolkit. The Internet Toolkit will assist consumers by identifying issues they need to consider when choosing an ISP and/or an Internet access service. The Toolkit also provides extensive information on Internet and broadband issues. The Toolkit is available from the ACMA website.

Information about ISPs is also available in Fair.com, an ACCC Infocentre free guide, available at Fair.com or by calling 1300 302 502.

Australian Government Information Management Office (AGIMO) publications

AGIMO has produced a range of publications to assist consumers to access and use Internet and broadband services. These can be accessed from the AGIMO website.

Other Government websites covering the Internet

Our Resources page provides links to a range of Australian Government agencies with responsibilities for particular Internet and broadband issues as well as other relevant private sector organisations and organisations in other countries.

• Document ID: 7380 |
• Last modified: 6 February 2008, 1:53pm