Telecommunications Industry Ombudsman calls for regulatory overhaul

The Telecommunications Industry Ombudsman (TIO) has called for a comprehensive overhaul of Australia’s telecommunications regulatory framework. In a new report, Ombudsman Cynthia Gebert highlighted a “bleak picture of experiences and inequity” for the seven million people living in regional, rural, and remote areas.

Analyzing 26,972 complaints from the last two financial years, the TIO found that while many issues mirror those in urban centers, remoteness makes them harder and slower to resolve. Key findings include poor mobile coverage, unreliable connectivity, and limited consumer options regarding technology and service plans. The report also noted that unplanned outages, such as a recent nationwide Telstra network failure, pose significant safety risks by hindering access to emergency services like Triple Zero.

The TIO recommends reducing regulatory complexity to better serve a mobile-first population and ensure that those outside major cities are not left behind by digital service failures.