Telecom ombudsman urges comprehensive overhaul of Australia’s rural phone regulations

A new report from the Telecommunications Industry Ombudsman highlights that almost 27,000 people living outside major cities have complained about worsening mobile service, lengthy fault repairs and burdensome identification requirements after the 2024 3G shutdown. Examples include a homeowner on the Princes Highway whose phone was forced into text-only satellite mode, leaving him uncertain whether he could dial emergency services, and a 90-year-old woman in Western Australia whose landline supporting a medical alarm failed during a health crisis.

The ombudsman, Cynthia Gebert, identified common themes such as delayed connections, confusion over Triple Zero calls and the need to travel long distances for handset purchases. The report proposes eleven targeted measures and a sweeping recommendation that the federal government launch a root-and-branch review of the telecommunications regulatory framework. Independent Member for Indi Helen Haines is using the findings to seek stronger fault-rectification timelines in the pending Universal Outdoor Mobile Obligation legislation. Both the government and Telstra have expressed willingness to examine the regulatory regime to improve resilience and investment.