Universal Services Policy Position Statement

The Telecommunications Industry Ombudsman supports a modern universal services framework that ensures all Australians have equitable access to essential telecommunications services, no matter their location or financial circumstances.

We support a framework that is adaptable, reliable, accessible, and technology-neutral, with clear service standards and direct consumer rights.

Key goals of a modern universal services framework should include:

• Requiring accurate mobile coverage information and enforceable quality standards for voice and broadband services, including service metrics like bandwidth, latency, and reliability.
• Ensuring consumers can directly enforce their rights and receive compensation if standards are not met.
• Introducing regular reviews of service standards, to keep them aligned with current technology and evolving community needs.
• Supporting affordable broadband options for low-income consumers, and tailored solutions for First Nations communities.

The framework must be inclusive and accessible, considering the diverse needs of Australians, including those from non-English speaking backgrounds and those living with disabilities.

We will continue to engage with government, industry, and community stakeholders to ensure the framework meets the evolving needs of all Australians.