Financial hardship and mobile coverage on Consumer Panel’s radar

Our Consumer Panel meets at least twice a year to discuss the unique issues affecting telco consumers and what we can do to help them.

At the April 2025 Consumer Panel meeting, the major themes discussed were financial hardship and the consumer experience of being disconnected during the credit management process. The TIO is seeing these issues reflected in complaints with quarter three data showing consumers are still struggling with phone and internet payment issues and bills.

The National Farmers Federation (NFF) presented to the Panel on its work responding to mobile coverage challenges following the 3G network closure. The 3G network was a reliable lifeline for many consumers, particularly in rural and remote areas. Even though these consumers are struggling with mobile coverage after the network closure, the NFF also highlighted consumer reluctance to report mobile coverage issues to their provider.

The NFF is looking to work directly with government on solutions to mobile coverage challenges, including on the Universal Outdoor Mobile Obligation.

Other issues raised by Panel members included the impact of poor sales practices on consumers, including sales incentive structures. We heard about consumers feeling pressured into signing up for more expensive plans, and products being marketed in ways that confuse consumers about what they are signing up for.

TIO representatives noted we are looking forward to the outcome of the Review of the Telecommunications Consumer Protections (TCP) Code. Telco specific consumer protections around sales practices is one of the areas in which we expect to see improvements, as highlighted in our February 2025 submission.