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🇦🇺 Australia /Technology

'Back to the 60s' as ombudsman finds systemic issues in telco services

From ABC Australia · () English

Summarized and contextualized by DistantNews.

At a glance

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  • An Australian ombudsman report found systemic issues in regional telecommunications services, impacting emergency calls and general connectivity.
  • Customers like Gerry McLaughlin experienced issues where their phones switched to satellite mode, disabling calls to Triple Zero (000) and only allowing texts.
  • The report highlights significant delays in service, confusion over emergency call capabilities, and the ongoing impact of the 3G shutdown on regional users.

A report by the Telecommunications Industry Ombudsman has revealed systemic problems plaguing regional telecommunications services in Australia, leaving many users struggling with connectivity and emergency call capabilities. Gerry McLaughlin, a resident of the NSW South Coast, discovered his phone had switched to satellite mode, displaying a symbol that indicated it could only send text messages and that he should move to an area with mobile coverage to make an emergency call.

It said this function only has the ability to send text messages, move to an area of mobile coverage if you need to ring Triple Zero.

— Gerry McLaughlinMcLaughlin described the message he received when his phone switched to satellite mode.

McLaughlin expressed horror at this discovery, questioning where he would find mobile coverage in an emergency, especially given his property's location in a bushfire-prone area. He was told by Telstra that in case of emergency, he should "just text a friend and get them to call it." This advice came despite maps showing his property should have good coverage across all networks, and under Triple Zero custodian laws, he should be able to access another network if his primary service was unavailable.

Where am I going to drive? Where do you go to get mobile coverage in the event of emergency?

— Gerry McLaughlinMcLaughlin expressed his concern about making emergency calls.

Ombudsman Cynthia Gebert stated that for people in regional areas, "losing connectivity isn't just an inconvenience." It can prevent them from calling for help in emergencies, maintaining connections for farming equipment, or simply staying in touch with family. Gebert highlighted that isolation and a lack of competition amplify safety risks in regional areas, leaving residents vulnerable to service failures, technological changes, and rising costs. The report identified common themes including significant delays in connections and repairs, confusion about making Triple Zero calls, and burdensome identification requirements. The 3G shutdown in 2024 has also had a notable impact, with some consumers reverting to UHF radios.

I rang them up and they told me that if you need emergency service, just text a friend and get them to call it.

— Gerry McLaughlinMcLaughlin recounted Telstra's advice for emergency situations.
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Originally published by ABC Australia. Summarized and contextualized by our editorial team with added local perspective. Read our editorial standards.

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