When telco problems hit harder: insights from regional Australia

For many people living in regional, rural and remote Australia, these challenges can make it harder to stay connected and to get help when things go wrong.

Our recent report, Left behind: Experiences of telco consumers in regional, rural and remote Australia, explores the issues people outside Australia's major cities face when telco services don't meet their needs.

Drawing on close to 28,000 complaints received over the past two financial years, we found that while many telco problems are common across Australia, people in regional, rural and remote areas often face additional barriers because of where they live.

Our report found:

Everyday telco problems can be harder to resolve

Distance, limited local support, and fewer service options can make it more difficult for consumers to get problems fixed. Some people experienced lengthy delays, repeated technician appointment cancellations, and barriers to accessing in-person assistance.

Reliable mobile coverage remains a challenge

Consumers told us about patchy coverage, unreliable services, and the ongoing impacts of the nationwide 3G shutdown. For people living in areas with limited connectivity options, service disruptions can be particularly difficult to manage.

Choice can be limited

Depending on where they live, some consumers have fewer options when it comes to providers or technologies. When services don't meet their needs, switching may not be possible. We heard people are sometimes forced into expensive plans or need to invest in costly technology and workarounds to maintain connectivity.

The impacts can be significant

Reliable telco services play an essential role in modern life. When services fail, people can struggle to work, run a business, access education, stay in touch with family and community, or access services they rely on every day.

Our report makes 12 recommendations to government, regulators and industry to help improve outcomes for regional, rural and remote consumers and support more reliable, accessible, and resilient telco services across Australia.