Telcos can’t seem to get it right for customers, as a recent report from the Telecommunications Industry Ombudsman (TIO) revealed complaints about poor mobile services and the continued mis-selling of products in stores continues to rise. 

As cost of living pressures continue to burden the local population, Consumer Action is concerned that the existing framework does little to protect consumers. 

Consumer Action Senior Policy Officer at Consumer Action Brigette Rose said that essential services like phone and internet providers shouldn’t be so unstable. 

“Poor customer service and in-store mis-selling are simply unacceptable when it comes to an essential service,” Ms Rose said. 

One customer experience within the report recounts a customer buying a mobile phone service for their mother on the in-store assurance that there was mobile coverage in the rural region she lived in. 

After purchase, it was discovered that the service didn’t work, and the provider didn’t actually have coverage there. 

This experience echoes the findings of the 2021 Regional Telecommunications Review, where it was discovered that predictive coverage maps do not accurately reflect the on-the-ground experience. 

The report highlights gaps in the Telecommunications Consumers Protections (TCP) Code. 

While the issues were identified in 2020 and brought to the previous Federal Government, no review nor code update was ever finalised. 

Ms Rose is hopeful that this report could be the beginning of a change. 

“The TCP Code offers weak protections for consumers and is riddled with loopholes that telco companies wilfully exploit, which is not a surprise as the Code was written by the industry itself,” she said. 

Data allowance to rise…for some

While the report potentially confirms grievances that rurally based consumers are already well aware of, recent changes to nbn services could see an upgrade from the slow and limited internet available to them. 

The Sky Muster satellite service is increasing streaming allowances for customers for 16 hours a day, without it counting towards their monthly data allowance. Previously all video streaming counted towards a person’s monthly data allowance, regardless of the time of day. 

Better Internet for Regional Rural and Remote Australia Co-Founder Kristy Sparrow said that the changes should allow users to have more flexibility in their connection during the daytime, with fewer data constraints. 

“This will help transform regional users’ ability to access connectivity that meets their needs and keeps up with current data demands,” Ms Sparrow said. 

The upgrade will only be relevant to Sky Muster Plus customers however at double the monthly price of the basic satellite package it will be an unattainable option for many.

Those customers who are left to the basic package will receive none of the benefits, including increased access to their own data (where currently a portion is restricted to overnight ‘off peak’ hours).

According to the 2021 Regional Telecommunications Review, while existing services and infrastructure were overall barriers to adequate communication, the cost of those services remains high on vulnerable groups in remote Australia.

The 2021 Australian Digital Inclusion Index (ADII) found that 47 per cent of the regional population are impacted by the affordability of telecommunications services, compared to 35 per cent of the metropolitan population. 

“We’re calling on the new Minister for Communications Michelle Rowland to respond to the 2020 review about telco consumer protections, and take steps to ensure telcos are subject to safeguards that are consistent with other essential services, like electricity, gas and water,” Ms Rose said. 

The recommendations also work to address inequity for vulnerable members of the community.