The issue
Sandra* lives in a remote Australian community that is prone to flooding and other natural disasters.
Telecommunications services in the area are limited, and her only phone service was a satellite phone, which she relied on to access healthcare, emergency services and essential communications.
When problems with the satellite infrastructure caused the service to stop working, Sandra was left without a reliable way to make calls or receive important information.
The situation was especially concerning because of the area's isolation and vulnerability to severe weather events.
Without the service, Sandra had to travel more than 250 kilometres to make a phone call or receive an email.
The investigation
Sandra sought help after being unable to access a working phone service.
Given the limited telecommunications options available in her region, the loss of her satellite service had a significant impact on her ability to stay connected and access essential services.
We considered the circumstances of Sandra's complaint, including the remoteness of her location, her reliance on the service for healthcare and emergency communications, and the consequences of the prolonged service disruption.
The outcome
We worked to ensure Sandra's concerns were addressed and that the impact of the service failure on her circumstances was properly considered.
*Names of individuals, organisations and companies have been changed.