The Indigenous Consumer Assistance Network (ICAN) is encouraging people across North Queensland to check whether they may be eligible for remediation after being sold an unsuitable mobile phone plan through Telstra or Optus. ICAN is currently delivering dedicated Telco Remediation Outreach services, helping people who may have been signed up to plans that were too expensive, difficult to understand, or simply not right for their needs.
To help spread the word, ICAN’s communications team has produced a short promotional video that will be shared across community Facebook noticeboards and local networks ahead of outreach visits. The video encourages anyone who may have struggled with their phone bills or felt pressured into a plan they didn’t fully understand to speak with ICAN’s team. Importantly, the service is free, confidential and independent, and staff can help people check whether they may be entitled to remediation.
ICAN’s Telco Remediation team will be visiting communities across North Queensland during the first half of 2026, including Laura, Cooktown, Townsville, Ayr, Bowen, Mount Isa, Normanton, Doomadgee, the Northern Peninsula Area, Ingham, Cardwell, Tully, Saibai Island, Badu Island, Horn Island, Kowanyama, Pormpuraaw, Charters Towers, Hughenden, Richmond and Julia Creek. With the Telstra remediation program set to close on 30 June, ICAN is encouraging people who believe they may have been affected to come forward before the deadline so their situation can be reviewed.
People may be eligible for assistance if their phone plan was too expensive, if they were sold something they didn’t understand, or if they have struggled to keep up with Telstra bills because of the plan. Anyone wanting to learn more about the Telstra or Optus remediation program can contact our remediation teams at;
Telstra – Phone: 1800311988 Email: telstra@ican.org.au or Optus – Phone: 1800 295 197 Email: optus@ican.org.au . ICAN encourages community members to watch and share video posts with family and friends. If something about a phone plan never felt right, it may be worth having a yarn with the ICAN team when they visit your community.