Affordable, reliable internet is no longer a luxury—it’s a basic utility that underpins everything from education and employment to health care and social connection.
Yet, as the Australian Communications Consumer Action Network (ACCAN) has revealed, many Australians still face significant barriers to fair and consistent digital access.
ACCAN’s Consumer Sentiment Tracker draws on data from thousands of Australian households to examine how people experience mobile and home internet services. The report highlights gaps in affordability, access, trust and digital inclusion—offering crucial insights for communicators and decision-makers alike.
Among the most pressing findings is how essential connectivity has become. A striking 89% of Australians consider home internet a vital part of life, while 78% say affordable, reliable mobile connectivity should be universally available. Despite this, price remains the most significant factor shaping consumer decisions. Nearly half of respondents listed cost as their top consideration for both mobile and home internet plans—especially among those under financial pressure.
These insights point to an important challenge for the communications industry. With connectivity now a non-discretionary household expense, providers and policymakers must prioritise affordability. Clear, transparent communication about pricing, plan options and contract terms can empower consumers to make informed choices.
Read more: From 1.6% to 114%: Complaint escalation stats expose major telco disparities
However, building trust remains a hurdle. Only 18% of Australians believe telcos are working to keep prices low. And when problems arise, only 39% of people are satisfied with the way their complaints are handled. Communications professionals have an opportunity to bridge that gap by focusing on consistency, empathy, and accessible language in both customer service and public messaging.
Social media channels can also play a role in lifting transparency and supporting better consumer outcomes. By using these platforms to proactively share updates, address questions and provide helpful resources, providers can meet users where they already are—online and seeking answers.
Notably, the report also found that many consumers aren’t regularly reviewing their plans. Less than 30% checked for a better mobile or internet deal in the past year. This signals a missed opportunity for industry and government to simplify comparison tools, promote independent advice, and build digital literacy through effective communication campaigns.
As research from ACCAN shows, digital inclusion isn’t just about technology. It’s about the systems, policies and messages that help Australians access the online services they need. When communications are accessible, accurate and customer-centred, they become a powerful tool for equity and empowerment.
