The Telecommunications Industry Ombudsman (TIO) has released a new report calling on the Australian Government to overhaul the telecommunications industry regulations to ensure regional Australia is not left behind.
The report Left behind: Experiences of telco consumers living in regional, rural and remote Australia identified four major challenges affecting regional, rural, and remote Australia. The TIO analysed close to 28,000 phone and internet complaints from regional customers over the last two financial years.
The four major issues the TIO found were:
- Remoteness making everyday telco issues more difficult to resolve. Regional consumers face delays in technician appointments, frequent cancellations and lack of access to in-store support
- Unreliable mobile connectivity. Poor coverage continues to be a common source of complaints in regional Australia
- Limited choice and low awareness of technologies. Leaving regional consumers without affordable alternatives when things go wrong
- Outages and unreliability are a safety risk and disrupt daily life. Regional consumers are left unable to contact emergency services, run their businesses, or stay connected to their communities
From these issues, the TIO has made 12 recommendations for telcos, the ACMA, and the Australian Government. Among these, the TIO says there needs to be a comprehensive review of the telco regulatory framework that directly addresses place-based disadvantages.
It is also recommending:
- Compensation paid directly to consumers when standards for internet services aren't met and remedies for significant access delays when standards for mobile access aren't met
- Investment in digital literacy programs
- Improved community education about emergency communications and how to prepare for scheduled outages
The TIO believes the review will not only benefit regional consumers but also telcos themselves by reducing complexity in a system that has been too many years without reform.
TIO Ombudsman Cynthia Gebert said reliable telecommunications in regional Australia are not a luxury but an essential.
“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," said Gebert
The TIO's new report follows the announcement of the of an inquiry by the ACCC into domestic roaming in Australia.
Dylan Crismale
Digital Content Editor
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