A surge in complaints related to telecommunications services has been reported by the Telecommunications Industry Ombudsman, with grievances largely attributed to the shutdown of the 3G network in October 2024. The Ombudsman received over 15,000 complaints between October and December, marking a 13% increase from the previous quarter. The rise in complaints was primarily linked to issues such as phone coverage gaps, service dropouts, and delays in provider actions, impacting Australians’ mobile and internet services.
The complaints encompassed various problems, with the most significant increase seen in issues related to no phone or internet service, which spiked by 44.1%. Complaints about mobile services also surged by 23%. The top regions for telecommunications complaints were identified as Brisbane, the Gold Coast, Moreton Bay, and the Sunshine Coast in Queensland, followed by the NSW Central Coast. These complaints were mainly driven by challenges with coverage and service restrictions, exacerbated by the 3G network shutdown.
Following the 3G shutdown, many Australians experienced reduced connectivity, particularly in rural and regional areas. Farmers like Brendan Taylor faced difficulties due to patchy coverage, leading to more dropouts and black spots. Despite assurances from telcos like Telstra and Optus that the network transition would not compromise coverage, complaints continued to rise, with ongoing issues in remote areas.
While Telstra and Optus claimed that their coverage had either improved or remained stable post-3G shutdown, customers like Archie Kennedy from north-western NSW reported virtually non-existent phone service on their properties. The lack of adequate response from major telcos left customers frustrated, with complaints coming back unresolved, indicating a lack of satisfactory resolution by providers.
Communications Minister Michelle Rowland has intervened by requesting telcos to provide weekly updates on coverage-related complaints to address the escalating grievances from residential consumers and small businesses. The need for equal access to reliable phone and internet services across all regions of Australia has been emphasized by the Ombudsman, urging telcos to continue working on solutions to ensure seamless connectivity for all Australians.
The challenges faced post the 3G network shutdown highlight the critical role of telecommunications services in today’s digital age, underscoring the importance of robust infrastructure and reliable connectivity. As technology continues to evolve, ensuring equitable access to telecommunications services remains a pressing concern for both consumers and industry stakeholders.
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