The Telecommunications Industry Ombudsman is calling for an overhaul of Australia’s telecommunications regulatory framework after finding persistent barriers for consumers living in regional, rural and remote communities.

The Ombudsman’s latest report, Left behind: Experiences of telco consumers living in regional, rural and remote Australia, analyses 26,972 phone and internet complaints received over the past two financial years.

The complaints point to four recurring problems: delays accessing support, unreliable mobile connectivity, limited consumer choice and the disruption caused by outages and unreliable services.

For people living outside Australia’s major cities, getting a telecommunications problem fixed can be harder when technician appointments are delayed, cancelled or repeatedly rescheduled.

The report also identifies poor mobile coverage as a continuing source of complaints, with unreliable connectivity affecting consumers who depend on telecommunications services for work and everyday communication.

Limited choice can add another layer of difficulty. Where consumers have few alternatives, the failure of an existing service can leave them with limited options for finding another provider or technology.

It also says outages and unreliable telecommunications services can create safety risks and disrupt businesses, particularly where consumers depend on communications to contact emergency services or remain connected.

Report Makes 12 Recommendations For Telcos

The report makes 12 recommendations for telecommunications companies, the Australian Communications and Media Authority and government.

• A comprehensive review of Australia’s telecommunications regulatory framework, with a focus on addressing place-based disadvantages.
  
  
• Direct compensation for consumers when broadband providers fail to meet required service standards.
  
  
• Stronger remedies for significant delays in mobile access when service standards are not met.
  
  
• Greater investment in tailored digital literacy programs for communities facing barriers to digital access.
  
  
• Better community education on emergency communications and how to prepare for scheduled telecommunications outages.

The recommendations come after a series of major telecommunications failures, including the nationwide Telstra outage on 8 July that disrupted calls, banking transactions and transport services.

A snap Senate inquiry heard the Telstra outage was caused by a failed software update, while Optus faced parliament over last year’s Triple Zero outage.

The 18 September Optus outage affected emergency calls across parts of NSW, South Australia, Western Australia and the Northern Territory, with two deaths linked to the disruption.

The ACMA has since launched court action against Optus, adding further pressure on the telecommunications industry over failures affecting essential communications services.

Telecommunications Industry Ombudsman Cynthia Gebert says reliable communications had become essential infrastructure for regional communities.

“Regional, rural and remote Australians help feed the nation, power industries and keep our diversity thriving, and this is an integral part of what makes Australia great.” said Gebert

“Reliable telecommunications are not a luxury for these communities, they’re essential infrastructure for safety, economic participation and everyday life.”

“Australia’s telco regulatory framework has evolved piece-by-piece over many years. We now need to have a conversation about the system as a whole.”

“Change is needed to deliver the reliable, accessible and resilient services people in regional, rural and remote Australia need today, and into the future.”

“People in the regions are practical, resilient, they can accept services don’t always work perfectly.”

“What makes them feel left behind is being asked to accept less – fewer choices, less support and more uncertainty around access to affordable and reliable phone and internet.” she said.

According to the TIO the review could also benefit telecommunications companies by reducing regulatory complexity within a framework that has developed incrementally over many years.

The findings raise questions about whether Australia’s telecommunications rules adequately reflect the different conditions faced by consumers outside major cities.

Based on complaints rather than a survey of all regional, rural and remote consumers, the Ombudsman’s evidence nevertheless provides policymakers with a substantial body of consumer experience as the government reviews the regulatory framework.

But the volume of complaints examined provides a substantial body of consumer experience for policymakers to consider as the government reviews the regulatory framework.

The central issue is straightforward: consumers living in different parts of Australia do not always have the same access to telecommunications services, support or alternatives when something goes wrong.

The Ombudsman is now asking government, regulators and industry to address those place-based differences through changes to regulation, consumer remedies, education and telecommunications services.