Regional and rural Australians ‘left behind’ by telco services – new report

A new report by the Telecommunications Industry Ombudsman highlights that seven million Australians living in regional, rural and remote areas are being "left behind" by telecommunications services. This follows a recent Telstra network outage that crippled services across the country. Ombudsman Cynthia Gebert stated that the report reflects ongoing challenges people face in staying connected and the potential risks when services fail.

The ombudsman examined over 26,000 complaints from the past two years, with a sample of more than 2,000 complaints reviewed in detail. Key findings reveal that issues in regional areas are harder and take longer to resolve due to remoteness and limited alternatives. Mobile coverage is poor, and connectivity is unreliable. Limited technology choices and lack of reliable power supply further exacerbate the problem. Planned and unplanned outages pose significant risks to safety and businesses.

The ombudsman proposes 12 recommendations, including an overhaul of telecommunications regulations and a comprehensive review of the industry's regulatory framework. She also suggests telco companies temporarily waive charges for consumers awaiting technician installation or repair. The ombudsman recommends an independent database for consumers to check available services and Statutory Infrastructure Provider service standards, with the Australian National Broadband Network (NBN Co) being the most common SIP.

The Australian Competition and Consumer Commission has launched a year-long inquiry into regional mobile coverage, including domestic roaming and a radio access network service. The report increases pressure on the government to enact a "Telecommunications Act 2027" with improved service standards and compensation when standards are not met.