Media Release - Australians report slipping trust and value in communications services
ACCAN
New research conducted by peak communications body ACCAN shows that many Australians trust and perceptions of value for money in home and mobile communications providers are continuing to decline.
The polling, conducted under the second tranche of ACCAN’s Consumer Sentiment Tracker reveals that fewer consumers now believe their home (28%, down from 31% in March) and mobile internet (31%, down from 33% in March) services represent good value for money. At the same time, distrust in communications providers is rising, with nearly half (48%) of consumers reporting low trust in their internet provider to keep costs affordable, up from 45% in March.
These results were collected prior to the recent Optus Triple Zero outages, suggesting that these figures are an under-representation of the extent of the problem following the outages.
ACCAN CEO Carol Bennett said the findings are a warning sign that consumers are becoming less confident in the communications market.
“Internet access is now essential for daily life, yet too many Australians feel they aren’t getting fair value or affordable prices,” Ms Bennett said. “As cost-of-living pressures persist, we need stronger measures to improve affordability and rebuild trust in this vital sector.”
Price remains the most important factor when choosing a mobile (49%) or home internet plan (41%), especially for those on lower incomes or facing financial stress.
“These results reinforce that communications services are an essential service.”
“With trust in telcos in the doldrums, and public faith in the fundamental Triple Zero service also taking a hit, we need to see a significant improvement in not only regulatory settings, but telco behaviour. This includes the establishment of a Triple Zero Custodian with teeth, and the creation of robust and enforceable consumer protections.”
The research also found that few Australians are regularly checking or switching plans, with just 28% considering switching their mobile plan each year, and only one in ten actually changing providers.
"We need an independent, trusted source of information to help consumers navigate complex plan options and find better deals. ACCAN will continue to call for an independent plan comparison tool to help consumers cut through noisy marketing and find the best deal for their circumstances."
The Consumer Sentiment Tracker is an ongoing national survey conducted for ACCAN to monitor Australians’ experiences and perceptions of their communications services.
View the Consumer Sentiment Tracker - Second Wave
See also the First Wave on the ACCAN website.
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Disclosure statement:
The target population for the ACCAN Consumer Sentiment Tracker are home and mobile internet consumers aged over 18. The survey is conducted online, with participants being invited to participate and complete the questions in their own time without an interviewer present. The survey generally takes around 15 minutes to complete.
Quotas were placed on the overall sample by gender, age and location. Random Iterative Method (RIM) weighting was applied to the final data using information sourced from the Australian Bureau of Statistics (ABS). The final data is weighted based on ABS data by location, age and gender.
Results with a base size of less than n=100 are shown with a caution that results will have a high Margin of Error and therefore may be subject to high variability. Results with a base size of less than n=30 have not been shown. The survey was programmed and hosted by Dynata, an international online sampling and data collection organisation. All other tasks were completed by Essential Research. All Essential Research staff hold Research Society membership and are bound by professional codes of behaviour.
About us:
The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communication consumer organisation. The operation of ACCAN is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.
Contact details:
Alec Bennetts
Mobile: 0409 966 931
Email: [email protected]
