Based on 51,854 phone and internet complaints received by the TIO between July 1, 2021, and June 30, 2024, the report highlights major issues around the service quality and lack of reliability in these areas.
The data reveals that consumers living in regional and remote Australia are more likely to face disruptions, poor service quality, poor reception and outages.
Many regional consumers also informed the TIO that they had signed up for mobile services after being assured they would have coverage in their area, only to find out that their mobiles didn’t work when they returned home.
“Regional, rural and remote consumers are getting left behind, and it’s time serious efforts are made to address the digital divide in this country,” ombudsman Cynthia Gebert said.
The report also points out that regional customers often have to wait extended periods of time to get their service fixed.
Some consumers even told the TIO that they had been reporting problems for years without any action being taken to fix them.
In areas prone to floods, bushfires, cyclones and other natural disasters, reliable telco services are a lifeline for residents and essential for co-ordinating emergency responses, managing recovery efforts and sharing critical information during major outages and crises.
“Telecommunication services are essential services, as important to our health and way of life as the electricity and water in our homes,” said Ms Gebert.
“We rely on phone and internet services in emergencies, for work, banking, telehealth services, social cohesion — everything.”
Satellite services can address this connectivity issue for some consumers. However, these services are highly weather-dependent, more expensive and inaccessible to some consumers.
“We need a policy agenda that reflects the indispensable nature of telecommunications,” Ms Gebert said.
“If you’ve told your telco about the problems you’re experiencing and you’re not able to get it resolved with them, contact our office on 1800 062 058. We’re here to help.”
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