New research by Market Clarity has found nearly 29% of small businesses owners are suffering the same customer service and complaint-handling problems experienced by general consumers, even though the vast majority are paying for business-grade services.

This document presents findings from a quantitative investigation into consumer experiences, perceptions and concerns in the communications market.

This research marks an exciting new phase in ACCAN’s advocacy for a fairer and more competitive communications market. Using qualitative and quantitative methodologies, the research goes to the heart of consumer relationships with their telecommunications providers and looks at why decisions in the market so often result in issues down the track. It helps us to gain insights into two broad areas: How are consumers navigating the telecommunications market, specifically in relation to experiences with confusion, information overload, and determining value and risk, and how can they fare better?

The Mind the Gap report, authored by Dr. Linda Leung from the University of Technology Sydney, explores the experiences of refugees as communications consumers in Australia, and describes a trial education program aimed at developing higher level communications literacies during the settlement process.

The Footscray Legal Community Centre (FCLC) together with ACCAN has released a report entitiled Taking Advantage of Disadvantage: Case studies of refugee and new migrant experiences in the communications market, finding that in many cases telcos are taking advantage of this already disadvantaged and highly vulnerable group.