ACCANect 2016: Equipping consumers to stay connected

Ultimo, NSW
Wednesday, 14 September 2016
Website header: ACCANect 2016: Equipping consumers to stay connected

Day 1, Wednesday 14th September

Registration from 8.30am

Opening Session

9:00 – 9:20am

Julie McCrossin

Welcome Address          
Johanna Plante 
Chairperson, ACCAN Board

Welcome to Country       
Uncle Chicka Madden
Cultural Representative,
Metropolitan Local Aboriginal Land Council

Session Two

9:20 – 9:30am

Opening Address
Senator the Hon Mitch Fifield
Minister for Communications  TBC
ACCAN will be inviting the Minister for Communications, Senator the Hon Mitch Fifield, to open the ACCAN National Conference

Session Three

9:30 – 10:00am
Keynote Address
Sue Chetwin
Consumer NZ

ACCAN is very pleased to welcome Sue Chetwin to update us on activities and initiatives equipping consumers in New Zealand to stay connected. This vibrant, informative session will brief the audience on international programs that ensure consumers get and stay connected.

Session Four

10:00 – 10:10am
Q+A with Sue Chetwin, CEO – Consumer NZ


Julie McCrossin, MC

Session Five

10:10 – 10:30am
Mapping Digital Inclusion - What Does the New Index Tell Us?

Professor Julian Thomas – Swinburne University

Sponsor presentation - National Relay Service

10:30 – 10:35am

Deborah Fullwood, Managing Director, Outreach – National Relay Service

10:35 – 11:00am: Morning Tea

Session Six

11:00 – 11:30am
Can’t pay, can’t connect – Making services affordable


Dr Greg Ogle,
Senior Policy & Research Analyst –
South Australian Council of Social Service

Jeremy Riddle
Policy Officer – ACCAN

Julie McCrossin will interview presenters and delve into the meaning and action needed from research recently conducted by ACCAN and SACOSS into the poverty premium. The session will include practical and equitable approaches to connect our nation’s poorest.

Session Seven

11:30 – 12:15am
Bridging the Divide – What’s Working?

In this session speakers will tell you in a five-minute TED Talk style on initiatives that are equipping consumers to stay connected. We have chosen a number of inspirational people from a range of perspectives to present.


Liam Campbell

Digital Projects Coordinator –
Indigenous Remote Communications Association

Patrick Leslie

System Administrator – Asylum Seekers Centre

Julie Robinson

Implementation Analyst – The Smith Family

Nan Bosler
President –
Australian Seniors Computer Club Association

David Spriggs

Chief Executive Officer – InfoXchange

Julie Stott
Manager – Better Internet for Rural and Remote Australia

Session Eight

12:15 – 12:30pm

Connected Smart Cities - What’s in it for the consumer?


Paul Budde

CEO – BuddeComm

The exciting topics covered in this session will include:

Cities around the world are evolving into smart cities, which in theory should create more congenial, liveable cities, but where are the traps along the way for consumers? Can cities which aren’t smart enough keep pace with the tech savvy citizen? Does living in a smart city simply mean you’ll get another phone bill for the car, the family dog and the power meter, as well as the kids?

12:30 – 1:30pm: Lunch

Session Nine

1:30 – 2:45pm
Digital Government – the Way Forward

This session brings together thought-leaders to propose innovative solutions to remove barriers faced by people accessing services online.  Responding will be representatives from Government agencies providing various innovative online services. Conference attendees will also get their chance to ask questions of the panel.

Julie McCrossin MC


Joseph Caputo,
Chairperson –
Federation of Ethnic Communities Councils of Australia

John Sheridan,
Australian Government Chief Technology Officer & Procurement Coordinator –
Department of Finance

Jacquie McKenzie,
Policy & Advocacy Manager – Youth Action

David Brady
Chief Executive Officer – Hear For You

Susan McGrath
National Policy Manager –
Council on the Ageing Australia (COTA)

Session Ten

2:45 – 2:55pm



Peter Gurney, General Manager Community Affairs –

nbn is rolling out the largest infrastructure project Australia has seen to date. As such, it is imperative we communicate effectively with consumers, businesses and a range of key stakeholders. To do this effectively nbn uses various modes of communication, including: experiential marketing; direct mail; advertising; social media; and community events. Peter Gurney will discuss the public communications strategy implemented by one of Australia's fastest growing brands.

Session Eleven

2:55 – 3:05pm

Affordable Access Project Launch

The purpose of the Affordable Access project is to create an online resource where people with hearing, sight, or cognitive disabilities and impairments can find information on low-cost software and devices that support their everyday needs. The content-rich website contains freely-downloadable resources specifically created for students, carers and parents, seniors, and those in the workforce. The initiative was put together by Media Access Australia with funding support provided by the Australian Communications Consumer Action Network (ACCAN).


Natalie Collins
, Acting Chief Executive Officer –
Media Access Australia

Dr Scott Hollier Director Digital Accessibility –
Media Access Australia

3:05 – 3:30pm: Afternoon Tea

Session Twelve

3:30 – 3:40pm
Connecting Small Business and Family Enterprises

Small business and family enterprises have particular needs in getting and staying connected. In this session key government initiatives to connect small businesses will be reviewed.

Kate Carnell
Ombudsman –
Small Business and Family Enterprise Ombudsman

Session Thirteen

3:40 – 3:50pm
Q+A with Carnell, Ombudsman – Small Business and Family Enterprise Ombudsman

Julie McCrossin, MC

Session Fourteen

3:50 – 4:00pm

Judi Jones introducing the TIO's vision and strategy

Newly appointed Telecommunications Industry Ombudsman, Judi Jones, will share with us her vision for the TIO and the new TIO strategy.

Session Fifteen

4:00 – 5:00pm
Resolutions and Recourse - Practical Options to get Resolutions

This session will bring together representatives from key agencies dealing with communications complaints once they get escalated. It will look at who is complaining on what, and how we can equip consumers better so they don’t need to complain in the first place. It will also explore ways to ensure best practice in complaint management.

Julie McCrossin


Richard Bean
acting Chairman –
Australian Communications and Media Authority

Judi Jones
Ombudsman –
Telecommunications Industry Ombudsman

Vanessa Stanford
General Manager Complaints –
auDA .au Domain Administration Ltd

Jodie Sangster
Chief Executive Officer –
Association for Data-Driven Marketing & Advertising

Rod Stowe
Fair Trading Commissioner – NSW Fair Trading

Robyn Hobbs
Commissioner – NSW Small Business Commissioner

Session Sixteen


Improving the Communication of Privacy Information for Consumers - Report Launch

The report Improving the Communication of Privacy Information for Consumers, prepared by the Communications Law Centre under the ACCAN Grants Scheme, brings together extensive legal research examining the problem of obtaining informed consent from consumers for privacy policies within consumer contracts. It focused on four communications industries in order to provide a broad picture of concerns with privacy and consumer fairness. This research provides real insight into ways to improve approaches to privacy by software service providers.

5:05 – 7:00pm: Networking Reception Drinks & Canapés

Day 2, Thursday 15th September

Welcome back

8:55 – 9:00am

Teresa Corbin

Session One

9:00 – 9:20am

Keynote Address 
Ms. Michelle Rowland MP

ACCAN will be inviting the Shadow Communications Minister, Ms Michelle Rowland MP, to present at the ACCAN National Conference.

Session Two

9:20 – 9:30am

Mapping ADSL Availability – ACCAN Research

Australia has a nation building program to connect all households and businesses with the nbn. Some premises, however, will remain unconnected and underserved for some time due to shortages and delays in new service availability.


Ken Tsang
jxeeno blog

Rachel Thomas
Policy Officer – ACCAN

Session Three

9:30 – 10:30am

Ask the Telcos - Practical Options to get everyone Connected

In this session the major telecommunications service providers will tell you how their companies are getting people connected and equipping them to stay connected. Panellists will give a three minute introductory comment each and then take questions from the floor.


Tim O'Leary
Chief Sustainability Officer – Telstra

David Epstein
Vice President of Corporate and Regulatory Affairs – Optus

Dan Lloyd
Chief Strategy Officer and Corporate Affairs Director – Vodafone

Ian Roberts

General Manager – Activ8me

Ged Mansour
Communications Director – Amaysim

10:30 – 11:00am: Morning Tea

Session Four

11:00 – 11:10am

The Consumer Knowledge Test

The information given to consumers when purchasing telecommunications products is subject to regulation, but how much do consumers actually take in when purchasing these products? What works? ACCAN will be releasing ground-breaking research on this topic at the ACCAN National Conference 2016.

Una Lawrence
Director of Policy – ACCAN

Dr Paul Harrison
Deakin University

Session Five

11:10 – 12:20am

Decide and Conquer

The telecommunications market is complex and confusing. In this session a range of consumer representatives will tell you in a short, sharp and informative presentation about how consumers choose to get connected. A range of key questions will be answered; what do consumers need? What tools do they have? What should they have? We have chosen six experts to present.


Alan Kirkland
Chief Executive Officer – Choice


Delia Rickard
Deputy Chair – Australian Competition and Consumer Commission

Sue Chetwin
Chief Executive Officer – Consumer NZ

Simon Cohen

Deputy Secretary, Regulation & Director – Consumer Affairs Victoria

Ian Watson
Project Manager – Queensland Remote Aboriginal Media

Session Six

12.20- 12.30pm

eSafetyWomen - Empowering Women to Take Control Online

All Australians deserve to be safe online. However, one in four Australian women has experienced emotional abuse from a current or former partner, and one in six Australian women has experienced violence from a current or former partner. In most cases this abuse and violence includes the use of technology to abuse, control and stalk. In this session, delegates will hear how safe access to crucial technology can be facilitated for women so they can stay connected to their family and friends, engage with the world, and get information and support.


Andree Wright
Acting Deputy E-safety Commissioner –
Office of the Children's eSafety Commissioner

12:30 – 1:30pm: Lunch

Session Seven

1:30 – 2:15pm

Connecting the Future Consumer

In this session speakers will give you a vision of the future and how consumers will be equipped to stay connected in the future. Each has ten minutes to update you on the latest and greatest and where it’s all heading.


Laurie Patton
Chief Executive Officer – Internet Australia


Alexander Vulkanovski
2015 ACCAN – Google Intern

Linda Leung

Human–Centred Design Specialist and Honorary Associate –
UTS Business School

Kate Carruthers

Chief Data Officer –
University of New South Wales

Wayne Hawkins
Disability Policy Advisor –

Session Eight

2:15 – 2:25pm

Connection as a human right

In this session the newly appointed Disability Commissioner from the Australian Human Rights Commission will highlight how accessibility enables communications.

Wayne Hawkins
Disability Policy Advisor – ACCAN

Alastair McEwin
Disability Commissioner

Session Nine

2:15 – 3:25pm

Hypothetical – Death and the Internet

Increasingly we are living our lives online. In so doing, many of us are creating a vast trove of material that our unwitting friends and family will have to unravel when eventually the inevitable happens to us! What are the legal and ethical challenges? Is there a way we can simplify our digital legacy? Using the entertaining ‘Hypothetical’ role play format a series of dilemmas will be explored.


Narelle Clark,
Deputy Chief Executive Officer – ACCAN


Brendan Coady
Sydney Partner in Charge and Sector Leader:
Technology Maddocks

Una Lawrence
Director of Policy – ACCAN

Helen Campbell
Chief Executive Officer –
Women's Legal Service NSW

Kevin Karp
Managing Director –
Coherent Cloud

Julia Cornwell McKean
Acting Executive Manager –
Office of the Children's eSafety Commissioner

Michael Arnold
Associate Professor – University of Melbourne

Closing remarks


Sum up
Teresa Corbin

3:30 – 4:00pm: Afternoon tea




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