Whether we like to or not, the internet and smartphones are part of many people's everyday lives.

Yet recent research from the Australian Communications Consumer Action Network (ACCAN) shows widespread consumer mistrust of the telecommunications industry. 

Concerns included limited faith that telcos had their best interest at heart (41 percent), unexpected changes to their contract (39 percent), and receiving different coverage than expected (32 percent). 

This research shows yet again that deceptive sales, misleading conduct, and poor customer outcomes are not the exceptions - they're the shared experience of far too many Australians,” ACCAN CEO Carol Bennett said. 

“These issues are not just frustrating—they can be financially and emotionally harmful." 

Carol Bennett, ACCAN CEO. Photo: ACCAN.

The 3G shutdown was a big contributor among customers in the bush dissatisfaction with telcos, Better Internet for Rural, Regional, and Remote Australia (BIRRR) spokesperson, Sharon Single said. 

"During the 3G shutdown, Telstra lost many of its customers' goodwill, particularly in the bush.

"People just aren't happy with them."

In February this year the Australian Government moved to strengthen protections for telco customers.

The Telecommunications Amendment (Enhancing Consumer Safeguards) Bill 2025 is designed to boost the enforcement powers and penalties available to the Australian Communications and Media Authority (ACMA).

While ACCAN said they welcome the Enhancing Consumer Safeguards Bill, it will take a consistent commitment to repair the trust in Telcos. 

“Trust in the Telco industry is fractured. That trust will not be rebuilt through voluntary codes and industry-written rules. We need binding obligations, meaningful penalties, and a consumer-first approach to regulation,” Ms Bennett said.

ACCAN encouraged the federal government to prioritise consumer interests and harm reduction.  

“Telecommunications is an essential service. Telcos need to be properly regulated and held accountable for the provision of quality accessible services without exploiting or harming consumers,” Ms Bennett concluded

Mrs Single advised people to look for other options to increase their connectivity.

"Don't be afraid to shop around.  

"A lot of people think they are locked in with Telstra when there are opportunities such as a boost for mobile services. It's still on the Telstra network but it might be a better option."