1. Stronger protections for people experiencing domestic and family violence
In July 2025, new rules began coming into effect to better protect and support people experiencing domestic, family and sexual violence.
Under the new rules, victim-survivors can ask to speak directly with specialised telco staff. Providers must also offer options to make accounts safer and must not disconnect or restrict a service when a safety concern has been raised.
These protections matter because losing access to phone or internet services can make it harder for someone to contact support, stay safe or reach emergency services.
They are an important step towards ensuring people experiencing violence receive meaningful support when they need it most.
2. Triple Zero put reliability and public safety in the spotlight
In September 2025, an Optus outage affected some people’s ability to connect to Triple Zero. The ACMA later began investigating the outage and the telco’s compliance with emergency call rules. The event was a confronting reminder of how essential reliable telco services are to public safety.
Triple Zero-related complaints to the TIO are rare, but when consumers do raise concerns, they are often about mobile coverage, service reliability and confidence that their phone will connect in an emergency.
These experiences help identify where the system can be strengthened and highlight a simple expectation: when people need emergency help, their phone should connect them to it.
3. A step towards better mobile coverage across Australia
Mobile coverage is another issue we regularly hear about, particularly from people living, working or travelling outside our major cities.
In November 2025, the Australian Government released draft legislation for the Universal Outdoor Mobile Obligation. The proposed reform aims to make basic outdoor mobile voice and SMS coverage reasonably available across Australia, including areas with little or no traditional coverage.
4. Moving towards stronger, enforceable consumer protections
In March 2026, the ACMA announced it will replace the Telecommunications Consumer Protections (TPC) Code with an enforceable industry standard. This was a huge win for consumers and an outcome the TIO has been advocating for through its contributions to the review of the TCP Code.
For consumers, this shift could mean stronger requirements around sales practices, affordability checks and fair treatment for people who may be vulnerable. It is intended to build trust and give consumers greater confidence they will be treated fairly, regardless of which provider they use.
Looking ahead
These moments tell a clear story about changing expectations. Consumers expect telco services to be reliable, safe and accessible. They expect support when they are vulnerable, and strong rules to protect them when things go wrong.
As the telco landscape continues to evolve, listening to consumers will remain critical. The experiences shared with the TIO help identify emerging challenges and support improvements that strengthen protections and deliver better outcomes.