Unreliable telecommunications are creating operational and safety risks for businesses in regional, rural and remote Australia, as new data reveals the scale of the country’s connectivity divide.
The Telecommunications Industry Ombudsman (TIO) received 27,882 complaints from regional, rural and remote consumers across the past two financial years, according to its latest report, Left behind: Experiences of telco consumers living in regional, rural and remote Australia.
More than 2,300 consumers reported unreliable mobile coverage, unavailable coverage or services becoming less usable as networks and equipment changed. Poor mobile coverage accounted for 8.46% of complaints from regional, rural and remote areas, compared with 4.63% in major cities.
For businesses operating outside major cities, unreliable connectivity can affect communication with customers, suppliers and employees, with fewer backup options available when a primary service fails.
One case highlighted by the TIO involved a motel operator on a remote stretch of highway who relied on a landline to take bookings and organise essential supply deliveries.
When the service failed, he was advised to purchase new equipment from a telco store 150 kilometres away. After driving several hours to obtain the equipment, it failed to fix the problem, leaving the business missing potential bookings and struggling to communicate with existing guests.
Agricultural businesses face similar challenges. Farmers told the TIO they sometimes need to drive kilometres simply to make a phone call, while unreliable connectivity can make it difficult to communicate with employees working across large properties.
Planned maintenance, extreme weather and equipment failures can also leave regional communities with limited or no telecommunications services for days or weeks at a time, disrupting business operations and access to emergency services.
The limited availability of alternative services can compound these problems. Depending on their location, consumers may have only one practical way to stay connected or a limited choice of providers, leaving households and businesses exposed when that service fails.
Satellite is increasingly providing another option, but cost and reliability remain barriers. More than 2,000 complaints received by the TIO over the past two financial years referred to satellite services or providers, with around 70% coming from regional, rural and remote consumers.
The TIO found satellite services can involve significant equipment and ongoing costs, while technical faults, weather conditions and unreliable access to power can also affect connectivity.
The findings come as businesses become increasingly reliant on digital systems and connected operations, increasing the importance of reliable telecommunications infrastructure to maintaining day-to-day operations.
The TIO is calling for a comprehensive review of Australia’s telecommunications regulatory framework, with a particular focus on ensuring regional, rural and remote consumers are not left behind.
It has also recommended improved access to technicians, compensation for unreasonable delays in connecting or restoring services, measures to improve affordability and minimum service standards for broadband services.
The report argues these changes are needed as Australia’s telecommunications environment becomes increasingly digital and mobile-first, and regional communities become more dependent on reliable connectivity for business, safety and everyday life.
