Universal services position statement

The Telecommunications Industry Ombudsman supports a modern universal services framework that ensures all Australians have equitable access to essential telecommunications services, no matter their location or financial circumstances.

We support a framework that is adaptable, reliable, accessible, and technology-neutral, with clear service standards and direct consumer rights.

Key goals of a modern universal services framework should include:

Requiring accurate mobile coverage information and enforceable quality standards for voice and broadband services, including service metrics like bandwidth, latency, and reliability.
Ensuring consumers can directly enforce their rights and receive compensation if standards are not met.
Introducing regular reviews of service standards, to keep them aligned with current technology and evolving community needs.
Supporting affordable broadband options for low-income consumers, and tailored solutions for First Nations communities.

The framework must be inclusive and accessible, considering the diverse needs of Australians, including those from non-English speaking backgrounds and those living with disabilities.

We will continue to engage with government, industry, and community stakeholders to ensure the framework meets the evolving needs of all Australians.

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Universal Services Framework Principles

Connectivity: A framework that ensures Australians can connect with the people and services they need for safety, social connections and participation in society.
Accessibility: A framework that requires Australians have access to the services they need.
Reliability: A framework Australians can rely on to provide the services they need, including through clear and enforceable service and quality standards.
Adaptability: A framework that is responsive to our constantly changing needs.