The review could also benefit telcos by reducing regulatory complexity in a system long overdue for reform.
The latest report from the TIO, “Left behind: Experiences of telco consumers living in regional, rural and remote Australia” reveals a bleak picture of experiences and inequity for the seven million people living outside our major cities.
Analysis of close to 28,000 phone and internet complaints from consumers in regional, rural and remote Australia over the last two financial years reveals place-based barriers to getting help and limited options are taking a toll.
The report identifies four major challenges facing regional consumers:
Remoteness makes everyday telco issues harder to resolve, with consumers often facing lengthy delays for technician appointments, repeated cancellations and difficulties accessing in-store support.
Mobile connectivity remains unreliable, with poor coverage continuing to be a common source of complaints and creating significant safety and productivity concerns.
Limited choice and low awareness of available technologies can leave consumers without suitable or affordable alternatives when services fail.
Outages and unreliable services create significant safety risks and business disruption, particularly where consumers rely on telecommunications to contact emergency services, run businesses or stay connected to their communities.
Recommendations
The report makes 12 recommendations for telcos, the ACMA and government, including:
- A comprehensive review of the telco regulatory framework including a focus on addressing place-based disadvantages
- Compensation payable directly to consumers where standards for internet broadband services aren’t met
- Remedies for significant mobile access delays where standards aren’t met
- Investment in tailored digital literacy programs
- Better community education about emergency communications and preparing for scheduled outages.
Quotes attributable to Ombudsman Cynthia Gebert:
"Regional, rural and remote Australians help feed the nation, power industries and keep our diversity thriving, and this is integral part of what makes Australia great. Reliable telecommunications are not a luxury for these communities, they're essential infrastructure for safety, economic participation and everyday life."
“Australia’s telco regulatory framework has evolved piece-by-piece over many years. We now need to have a conversation about the system as a whole. Change is needed to deliver the reliable, accessible and resilient services people in regional, rural and remote Australia need today, and into the future.”
“People in the regions are practical, resilient, they can accept services don’t always work perfectly. What makes them feel left behind is being asked to accept less – fewer choices, less support and more uncertainty around access to affordable and reliable phone and internet.”
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