Disability equipment

The TIO can investigate complaints about the supply of disability equipment particularly where Telstra is not complying with its obligations as the Universal Service Provider; that is, if it is not providing the customer with reasonable access to the Standard Telephone Service, including a rental handset. If a complainant's rental handset appears to be faulty, the TIO will investigate. In addition, the TIO will also consider complaints where the equipment provided may not suit the person's disability, or where additional equipment is required to utilise a service but has not been supplied by a provider.

While providers other than Telstra are not bound to supply disability equipment under the Universal Service Obligation, the TIO expects that all service providers that bill a customer for local access should ensure that their customers' disability requirements are met - within reason - in relation to the provision of telecommunications services.