Preliminary research commissioned by ACCAN has raised alarm for policymakers.
The findings signal urgent concerns for regulators to address. Findings point to widespread consumer harm and deep mistrust in the telecommunications industry.
The polling, conducted as part of the first tranche of ACCAN’s consumer sentiment research, highlights troubling experiences of telco behaviour and unmet expectations.
“Given the poor treatment many consumers have experienced at the hands of their telco, it is no surprise that trust is in the doldrums,” said ACCAN CEO Carol Bennett.
Among the early findings:
- 41% of consumers report having limited faith in their telco to act in their best interest
- 24% (1 in 4) say they felt pressured into signing up for a more expensive plan than they wanted
- 32% (1 in 3) received different coverage than they were led to expect by their telco
- 39% experienced unexpected changes to their contract
“This research shows yet again that deceptive sales, misleading conduct, and poor customer outcomes are not the exceptions—they’re the shared experience of far too many Australians,” Bennett said.
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The preliminary figures support long-standing concerns from consumer advocates, community sector and the ACCC that telco sales practices often exploit consumer vulnerability and confusion, particularly around plan complexity and coverage.
“These issues are not just frustrating—they can be financially and emotionally harmful,” Bennett added. “They also speak to a bigger problem: a lack of accountability in a sector that has outgrown the outdated self-regulatory framework.”
This latest insight builds on ACCAN’s recent campaign efforts, including the Fair Call Campaign, which brings together 23 consumer organisations calling for stronger, enforceable rules in the telco sector.
ACCAN has also welcomed the Enhancing Consumer Safeguards Bill, currently progressing through Parliament, as a long-overdue step toward real consequences for telcos that mislead or mistreat customers.
“Trust in the Telco industry is fractured. That trust will not be rebuilt through voluntary codes and industry-written rules. We need binding obligations, meaningful penalties, and a consumer-first approach to regulation,” Bennett said.
ACCAN urges the Australian Communications and Media Authority (ACMA) and the Federal Government to prioritise consumer interests and the reduction of harm as the key touchstones in their decision-making, ensuring that public engagement and communication policies effectively serve the needs of all Australians.
“Telecommunications is an essential service. Telcos need to be properly regulated and held accountable for the provision of quality accessible services without exploiting or harming consumers,” Bennett concluded.
Adrianne Saplagio is a Content Producer at Comms Room, where she combines her passion for storytelling with her expertise in multimedia content creation. With a keen eye for detail and a knack for engaging audiences, Adrianne has been instrumental in crafting compelling narratives that resonate across various digital platforms.
