Consumer Consultation in Australia

Consumer Consultation in Australia

Ms Teresa CorbinExecutive Director

Consumers’ Telecommunications Network

Prepared for

ACMA International Training Program 2006

The Consumers’ Telecommunications Network (CTN) is an independent non-profit community-based organisation in Australia. Established in 1989.

We are an umbrella organisation with a membership of over 100 peak consumer bodies and individuals directly representing more than one million residential consumers in Australia.

CTN is dedicated to representing the interests of residential consumers to improve the accessibility, availability and affordability of telecommunications products and services.

CTN is an association member organisation of the Communications Alliance previously known as the Australian Communications Industry Forum (ACIF).

About CTN About CTN


• Pensioners & superannuants• Low income consumers• Families with children• People with disabilities• Women’s groups• Rural & remote consumers• Indigenous Australians• Deaf consumers• People from non English speaking backgrounds• Individual members

Members Members


That all Australians will have equitable, accessible and affordable

telecommunications.

Vision Vision


To understand telecommunications needs and issues and, on behalf of residential consumers represent these needs and issues to government and industry to

achieve better outcomes.

MissionMission


Advocate for inclusive processes so that consumer participation is optimised

Raise awareness of consumer views

Represent consumer interests in industry, regulatory, community, academic, research and standards setting forums

Role Role


1. Working towards access and equity in the digital age2. Maintaining interoperability & quality of service levels3. Optimising informed choice in an open competitive

market4. Achieving a balance between consumer &

shareholder interests5. Supporting consumer participation in decision

making6. Ensuring consumers have access to free and fair

dispute resolution mechanisms

Priorities Priorities


Parliament (Minister, MPs, Senate Inquiries) Government - Department of Communications (DCITA) Australian Communications & Media Authority (ACMA) Australian Competition & Consumer Commission (ACCC) Standards Australia Telecommunications Industry Ombudsman (TIO) Telephone Information Services Standards Council (TISSC) Communications Alliance Board Australian Communications Industry Forum (ACIF) Privacy Commission Human Rights & Equal Opportunity Commission (HREOC) Australian Regulatory Protection & Nuclear Safety Agency (ARPANSA) Service Provider Consumer Councils (Telstra & Optus) International standards meetings e.g. the Global Standards Collaboration

GSC

Representation Representation

REGULATORAustralian Com m unications Med ia Authority

ACM A

MEMBERORGANISATIONS

MEMBERORGANISATIONS

CO NSUM ERS

CTN

SELF- REG ULATIONAustralian Com m unications Industry Forum

ACIF

G OVERNM ENTDept.Com m unications

D O C ITA

STAND ARDS

INTERNATIONAL STANDARDS BODIES

Consumer ParticipationConsumer Participation


In the last funded period 1 October 2005 – 30 June 2006 CTN completed the following:

• Contributed and tracked over 25 different regulatory and self regulatory reviews and inquiries completely in addition over 24 written submissions.

• CTN represented consumers at over 30 ACIF bodies including - working committees, working groups, reference panels and advisory Councils including the Consumer Council for over 80 meetings.

• Represented Consumers on 6 ACMA committees and for 12 meetings and ad hoc consultations.


• Policy Development through CTN’s network of volunteers and member organisations

• CTN Council Portfolios• Consumer Forums and Advocacy Training• Publishing Quarterly Newsletter, weekly Web News• Producing Policy and Discussion papers• Maintaining a Website at www.ctn.org.au• Facilitating Discussion Forums• Hosting an Annual Conference & Seminars• Co-ordination through a small Secretariat in Sydney with

a paid staff of five people • Consumer Driven Research Projects

Consultation MechanismsConsultation Mechanisms

http://www.ctn.org.au/

Why Consumer Involvement ? • Consumers participating in regulation can ensure that potential

concern to end-users can be taken into account and adequately addressed.

• Concerns may include access, affordability, availability, health, safety, performance, quality, reliability, environmental protection, ease-of-use, backwards compatibility and interoperability.

• End-user contributions improve the likelihood of the successful marketability of a product.


Principles Underpinning Consultation• Valuing end-user Contributions• Mutual Respect • Inclusiveness• Accessibility • Clarity of understanding• Transparency & Accountability• Responsibility• Continual Review & Evaluation


• Formal consultation processes are integrated into the self-regulatory framework created by the Australian Telecommunications Act 1997

• CTN has had 16 years experience of informing and consulting with residential users

• Consultation at the earliest possible stage is essential if undesirable outcomes are to be avoided and/or addressed

• CTN representatives are involved in committees drafting standards, guidelines and industry codes.

• CTN actively consults with government, regulators and industry representatives in order to get better outcomes for consumers.

Consultation in AustraliaConsultation in Australia

• The Australian Telecommunications Act 1997 established a grants program for consumer advocacy and research funded by a levy drawn from carrier license fees. Applications are sort annually via a competitive tender process. CTN has received core funding for nearly 8 years.

• Representatives on the Australian Communications Industry Forum (ACIF) Consumer Council and the Disability Council receive sitting fees from this fund. ACIF also funds travel & accommodation for its consumer representatives on committees and councils.

• ACMA pays for travel on its representative committees but no sitting fees. ACMA has in the past also funded specific projects and research. (e.g CTN international project)

• Telstra and Optus pay for travel and sitting fees for its consumer consultative groups

• ACMA will now also be able to fund consumer code development through additional levies on industry

Resourcing ConsultationResourcing Consultation

• ACMA Consumer Consultative Forum• ACMA Committees • ACIF Consumer Council• ACIF Reference Panels & Working Committees• ACCC Consumer Consultative Council• TIO Council• TISSC Council• Standards Australia Council• Telstra Consumer Consultative Council• Optus Consumer Liaison Forum• ARPANSA Electromagnetic Emissions Health

Reference Group

Consultative Bodies Consultative Bodies


Different Bodies – Different Roles• ACMA Consumer Consultative Council

Provides a forum to consult on regulatory issues particularly research. Consumer education, Quality of Service reporting, consumer protection and enforcement and compliance. Often more reactive.

• ACIF Consumer Council Provides a proactive forum to co-ordinate all the consumer participation in ACIF and work directly with industry to resolve consumer issues through self-regulatory mechanisms.

• Telstra & Optus Consumer CouncilsProvides a carrier specific forum for consultation on product and service development and also to assist in fulfilling some carrier license conditions.


The Communications Alliance (CA) previously known as Australian Communications Industry Forum (ACIF) facilitates industry self-regulation through the development of voluntary codes and standards. The name ACIF has been retained to refer to the section of the CA work which will continue to produce self-regulatory outputs.

Self RegulationSelf Regulation


CTN represents consumers @ ACIF :

• Consumer Codes of Practice • Technical Standards • Disability Standards• Network & Operations Codes &

Guidelines• Industry Guidelines• Consumer Information campaignsACMA International Training Program 2006

ACIF Consumer Consultation Framework • 3 elected user representatives on ACIF Board • Consumer Council (previously 9 representatives from different

consumer sectors)• Disability Council (9 Representatives from different disability

peak organisations)• Consumer Representation all Reference Panels• Consumer Representation on relevant working committees

drafting technical standards, industry codes and guidelines• Consumer Rep. on Convergence Group


In the period 1 October 2005 – 30 June 2006 CTN contributed to development of:•10 ACIF code reviews•1 new ACIF code•3 ACIF Standards•1 Industry Scheme•1 ACIF Guide•Signed 6 certificates of mandatory consultation


ACIF Consumer CouncilSome Sectors Represented:

Rural & remote consumersBusiness UsersSmall enterprise usersEthnic CommunitiesOlder ConsumersPeople with DisabilitiesInternet usersResidential consumers


ACIF Disability CouncilSome Sectors Represented:

Deaf ConsumersPeople with Physical DisabilitiesPeople with Hearing ImpairmentWomen with DisabilitiesBlind Citizens


ACIF Reference PanelsConsumer Issues Reference Panel1 consumer representative (also the Deputy Chair); 1 small

business user representativeOperations Reference Panel1 consumer representative, 1 business user representativeCustomer equipment and Cabling Reference Panel1 consumer representativeNetwork Reference Panel1 consumer representative


Caller Number Display Code Review Priority Assistance Industry Code VoIP Working Committee Call Charging & Billing Accuracy Industry Code Mobile Telephone Terminals Standards Review Cordless Customer Equipment Standards Review Convergence Group Financial Hardship Guide Review Billing Industry Code Review Integrated Public Number Database Code

Work soon to begin:

Telecommunications Consumer Protection Code(Single Consumer Code)

20062006Consumer Representation @ ACIFConsumer Representation @ ACIF


Customer Transfer Industry Code Review Accessibility Features Information Code VoIP Information for Providers leaflet Credit Management Code Review Mobile Acoustic Safety Standard Local Number Portability Code Review Life Threatening & Unwelcome Calls Code

Review Mobile Messaging Working Group Connect Outstanding Industry Code

20052005Consumer Representation @ ACIFConsumer Representation @ ACIF


Consumer Contracts Code Review End-to end Network Performance Code Complaints Handling Code Mobile Number Portability Code Prices, Terms & conditions Industry Code Disability Standard

PastPastConsumer Representation @ ACIFConsumer Representation @ ACIF


“Consumer Driven Communications Project”

• Objective: To improve the effectiveness of consumer input and influence to the regulation and governance of the communications industry.

CDC Project was funded by the Communications Regulator (ACA)


Main Themes from CDC Project• Consumer seek workable regulation and effective enforcement in the

telecommunications industry to ensure that consumers get the products and services they need in an environment with adequate safeguards

• Regulatory bodies must offer consumer representatives avenues of early input into regulatory and code development and revision processes

• Appropriate funding of the consumer sector is essential in achieving the required level of input

• A comprehensive training and mentoring program is needed to broaden and strengthen the pool of consumer advocates

• The consumer sector can strengthen its voice and the effectiveness of its advocacy by improving the co-ordination of advocacy (wherever possible)

• Consumers believe that the telecommunications industry will be enhanced by broadening and strengthening effective consumer participation in communications policy development

Representational Cycle

Consumer Driven

Problem

Policy Solution‘Authoring’

Implementation

Monitoring

Audit

ComplaintRegulatory Review

Research Feedback

Consult

Participate

Advocate

Raise Awareness

The Regulatory Pyramid

Most people do what is rightWe live in communities

Sometimes we need educatingCompetition can workFormal but voluntary

Enforced codesIndustry-wide

StandardsL.A.W.

UN Consumer Rights1. The Right to Safety2. The Right to be Informed3. The Right to Choose4. The Right to be Heard5. The Right to Satisfaction6. The Right to Education7. The Right to Redress8. The Right to a Healthy Environment


• 2004 ACIF Review leads to procedural improvements

• 2005 Government funded Review of Consultation

• 2006 Moving to 2nd Generation Consumer Participation

OUTCOMES for ACIF>• Smaller Consumer Council (9 members)• Consumer Participation Framework Adopted• Charter Implemented • Better co-ordination and use of resources – including

consumer driven research• Consumer Register established

Reviewing ConsultationReviewing Consultation


ACIF modelling ‘Best Practice” Public forum at the outset to inform all stakeholders including consumers,

suppliers and regulators of issues and objectives; Strict timeframe for completion of public comment draft and final publication Equal representation of consumer and supplier representatives on the

development working committee Independent chair (not a supplier or consumer representative) Independent professional draftsperson Provision of daily sitting fee, transport and accommodation costs for

consumer representatives resources for consumer representatives to liaise with each other during the

code development via teleconferencing assistance for consumer representatives to consult with wider constituencies.


The ACIF Consumer Participation Framework outlines the principles and operations for consumer organisation participation in ACIF.

Existing ACIF Shared Values –:• Teamwork• Leadership• Respect• Impartiality• Integrity• Passion for outcomes


Consumer Participation FrameworkConsumer Participation Framework

PartnershipA commitment by stakeholders to shared responsibility for the

quality of consumer participation and the outcomes achieved. Valuing all contributions and acknowledging wider partnership

between ACIF, consumers and industry, regulators and governments.

Mutual AccountabilityAccountability of the partners to each other; Accountability of consumer representatives to their constituency; Accountability of industry representatives to their constituency.

Quality outcomesCommitment to quality outcomes which further consumer interests,

research and fact-based advice. ACMA International Training Program 2006

ACIF Consumer CharterACIF Consumer Charter

EfficiencyCommitment to furthering the consumer interest using resources

efficiently – time, labour and cost. Avoiding duplication in stakeholders’ effort. Partnering with external stakeholders to promote efficiency and

quality outcomes. Commitment to a process of ongoing review and evaluation.

AccessibilityCommitment to inclusiveness and ensuring processes are accessible for

all stakeholders.

Ongoing AwarenessCommitment to promote awareness of the Charter to all participants in

ACIFACMA International Training Program 2006

ACIF Consumer CharterACIF Consumer Charter

Consumer Representatives• The most valuable outcome of raised

consumer awareness would be a greater level of participation by consumer volunteers

• How do we do this ?• Engage on issues they care about !!


1. VoIP (CTN current research & ACIF Work)2. Do Not Call Register 3. Bad Debts Default Listing4. Telecommunications Protection Code

(otherwise referred to as Single Consumer Code)

5. Complaints Handling6. Payphones7. Mobile Content Services8. Consumer Consultation

Hot Issues 2006Hot Issues 2006


9. Broadband Access10. Impact of T311. Free Directory Assistance 122312. CDMA Roll-back13. Phishing, scams, spam, spyware14. Access to Content15. Consumer Education16. Indigenous Community Access to Services

Hot Issues 2006Hot Issues 2006


Rural, Regional & Remote (includes CDMA Roll back) Disability Issues Emergency Services Next Generation Networks & Internet Access (broadband roll-out & VoIP) Mobiles & Wireless Services (SMS & MMS) Issues for Senior Consumers Affordability & Issues for Low Income Consumers Universal Service Obligation (STS & CSG) Issues for Indigenous Consumers Multicultural Diversity issues Competition & Privatisation Consumer Consultation Issues for Women Consumer Education (Customer Information & Directory Assistance) Complaints HandlingPrivacy (Telemarketing, Do not Call Register) Payphones Issues for Children & Young Consumers Self Regulation (includes Single Consumer Code) Technical Standards & Safety Phishing, scams, spam, spyware, malware Access to Content

PortfoliosPortfolios

• Universal Service• Untimed Local Calls• Free Directory Assistance• Access for Rural & Remote Consumers• Access for People with Disabilities• Consumer Participation• Unfair & Misleading Contracts• Financial Hardship• Privatisation of Telstra• Emergency Service Provision

Previous CampaignsPrevious Campaigns


• Quality of Service• industry accountability & compliance• billing• credit management• selling practices • competition policy• call centres and telephone queues • digital divide/digital dividend issues• directory providers• equipment standards setting• privacy• National Numbering Plan

Other Current IssuesOther Current Issues


• Wireless techologies• M-commerce• Next generation networks• RFID Tags• Security online (scams/viruses/hackers)• IP Television• Instant Messaging• Australia Post Regulation

Emerging TechnologiesEmerging Technologies


New consumer issues will arise as new content services, applications, wireless, digital and broadcasting technologies begin to have more widespread impact on consumers

Expanding ScopeExpanding Scope


CTN’S plays a role in gauging consumer expectations:

• More than just consumer information• Adequate Safety Nets• Robust consumer protection• Enforceable regulation• Strong regulator• Security to try and buy new products and

services

Consumer expectationsConsumer expectations


Recent CTN SubmissionsRecent CTN SubmissionsTIO Review Consumer Submission in August 2006:

http://www.tio.com.au/TIOReview/TIOreviewmain.htm

Available On CTN Website: http://www.ctn.org.au/content.cfm?ContentType=Content&ContentID=154

2006May: CTN Submission to the QoS-Based VoIP Service Interconnectivity Discussion Paper.May: CTN Submission to the Backing Indigenous Ability Discussion Paper.April: CTN Submission to Customer Service Guarantee Changes Discussion Paper.April: CTN Submission to Improving Identity Check Processes for Pre-paid Mobile Services Discussion Paper.February: CTN (Joint) Submission to ACMA Consumer Consultative Forum.February: CTN Submission to Reimbursement of Costs of Development of Consumer-Related Industry Codes Discussion paper.February: CTN Submission to Spam Act 2003 Review Issues Paper.January: CTN Submission to Mobile Premium Services Code of Practice.January: CTN Submission to the Broadband Connect and Clever Networks Discussion Papers.January: CTN Submission to Mobile Connect Discussion Paper.

http://www.tio.com.au/TIOReview/TIOreviewmain.htm

Recent CTN SubmissionsRecent CTN Submissions

Available On CTN Website: http://www.ctn.org.au/content.cfm?ContentType=Content&ContentID=154

2005

November: CTN Submission to Introduction of a Do Not Call Register Possible Australian model Discussion Paper.

September: CTN Submission to the Inquiry into the Transition to Full Private Ownership of Telstra, Amendments to the Telecommunications, Future Proofing & Other Related Bills.

September: CTN Submission to the Metropolitan Broadband Blackspots Program Discussion Paper.

April: CTN Submission to the Inquiry into the Performance of the Australian Telecommunications Regulatory Regime.

March: CTN Submisssion to Regulatory Issues Associated with Provision of Voice Services Using Internet Protocol in Australia Discussion Paper.

Subscribe to CTN Weekly Web News & Quarterly Newsletterwww.ctn.org.au

CTN Hot Topicshttp://www.ctn.org.au/content.cfm

CTN Latest ResearchCTN Consumer Research - Expectations and Experiences with Voice Over Internet Protocol (VoIP), March 2006 http://www.ctn.org.au/content.cfm?Live=1&ContentType=Content&ContentID=201

ACIF Consumer Participation Documents:http://www.acif.org.au/ACIF_documents/Consumer_Participation

ACA Consumer Driven Communications Projecthttp://www.acma.gov.au/ACMAINTER.524610:STANDARD::pc=PC_1661

More resourcesMore resources


http://www.ctn.org.au/

Consumers’ Telecommunications NetworkUnit 2, 524-532 Parramatta Rd,

Petersham NSW 2049 [email protected]

Telephone: +61 2 9572 6007Fax: +61 2 9572 6014TTY: +61 2 9572 6047

Contact Contact


Consumer Consultation in Australia

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Transcript of Consumer Consultation in Australia