Telecommunications services are essential to the Australian community. Australians rely on fixed and mobile voice and data services to support their work, studies, social connection, and interactions with government and other critical services, such as health and financial services. To support equal participation in these fundamentals of modern life, it is important telecommunications services are universally available to all Australians, no matter where they live or their financial circumstances. 

This position statement outlines the Telecommunications Industry Ombudsman support for a modern universal services framework that ensures all Australians have equitable access to essential telecommunications services – covering fixed voice, mobile and internet services. It supports a framework that is adaptable, reliable, accessible and technology-neutral, with clear service standards and direct consumer rights. 

Since it was developed in the 1990s, the universal services framework has played a vital role in ensuring universal access to voice services. However, it has not kept pace with the needs and expectations of Australian consumers, or with the realities of Australia’s modern wholesale environment. To meet the needs of Australian consumers, the framework should incorporate the following principles:

1. connectivity
2. accessibility
3. reliability
4. adaptability.

Recommendations

1. A new, unified universal services regime that explicitly includes fixed broadband services.
2. The inclusion of mobile services in the universal services framework.
3. Clear service and quality standards for voice and broadband services supplied under the framework.
4. Obligations consumers can enforce directly.
5. A periodic review mechanism for the services and quality standards required by the regime.
6. An affordable fixed broadband option for consumers on low incomes.
7. An increased focus on targeted solutions for First Nations communities.