Issue No 23: 18 August 2020



Hot Topics
  • ACOMMS 2020: Winners Announced - 10 September 2020

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ACOMMS Awards 2020 - Winners Announced on 10 September 2020

Winners will be announced at the ACOMMS 2020 virtual showcase event, including keynote addresses by the Minister for Communications, Cyber Safety and the Arts, The Hon Paul Fletcher and the Shadow Minister for Communications, Michelle Rowland.

Save the date for this unmissable event!  Further details on how to watch this free virtual event live will be available soon. www.acomms.com.au


The ACOMM Awards are proudly presented by Communications Alliance.  The MNF Group is the 2020 Title Sponsor of the ACOMMS, with Mirait Gold Sponsors, Bird & Bird, Bronze Sponsors and Cisco Digital Sponsor. 

Telecommunications Customer Satisfaction Holding up During the Pandemic

Despite significant impacts on telecommunications services and infrastructure, customer satisfaction improved slightly during the most recent quarter, according to a Roy Morgan Customer Satisfaction survey published today by Communications Alliance.

The most recent wave of the survey – undertaken on a regular basis since 2013 – took place in July 2020, and thus reflects changed customer usage patterns and the impacts of the COVID-19 pandemic on network demand.

The percentage of surveyed telecommunications customers who were satisfied/neutral about their overall customer experience improved marginally to 84%.

Satisfaction with complaint handling dipped in the January and April quarters, reflecting the disruption during the bushfire season and early part of the pandemic, but bounced back to a satisfied/neutral measure of 75% during the July quarter.

Customer satisfaction with ease of contacting their service provider also rebounded to pre-pandemic levels, coming in at 79%.

Satisfaction with customers’ ease of understanding the information on their bill hit an all-time high of 93%, building on a steady trend of improvement in that metric.

Communications Alliance CEO, John Stanton said: “We know that the pandemic created continuing disruption for customers and service providers during the most recent quarter. Telcos have worked effectively to keep Australians connected through these challenges, and these efforts are reflected in the results of the latest survey.”

The report is available on Communications Alliance’s website.

New Analysis of National Security Developments

The Chair of the Communications Alliance Communications Security Reference Panel (CSRP), Patrick Fair, has published an analysis of latest developments in relation to three important pieces of national security legislation. These are:

  • the Assistance and Access laws re enforcement agency access to encrypted information (the so-called TOLA Act);
  • the mandatory Data Retention laws; and
  • the International Production Orders legislation.
The article, originally published in Communications Day, is available here.

Patrick is also the principal of Patrick Fair Associates and adjunct professor at the School of Information Technology at Deakin University.

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