The issue
Kelly* lives in a rural area and had experienced patchy mobile coverage at her home for some time.
During summer, bushfires began burning close to her community and her mobile service became increasingly unreliable.
When electricity to the area was cut, Kelly relied on her mobile phone to receive emergency notifications, contact support services and keep family informed about her movements.
She contacted her provider to report the service problems and seek information about when the service would be restored.
The investigation
Kelly raised concerns that reliable mobile coverage was critical as the bushfires approached. Her provider advised that the local mobile tower was not operating because power to the area had been cut.
We considered the impact that the loss of mobile service could have during an emergency, particularly when consumers depend on telecommunications services for safety information and essential communications.
The outcome
The complaint highlighted the vital role mobile services play during natural disasters and emergencies. Access to reliable telecommunications services can help people receive important updates, seek assistance and stay connected to family and support networks.
The Telecommunications Industry Ombudsman worked to ensure Kelly's concerns were considered and that appropriate information was provided about the service disruption and restoration arrangements.
*Names of individuals, organisations and companies have been changed.
