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Numerous rural residents have reported significant drops in phone reception, raising concerns about mobile coverage and safety.
“We are aware that there are cases where people have lost reception, but I think this does two things: it highlights the importance of mobile coverage overall,” Rowland said.
“It’s not just for connectivity purposes – there’s a huge safety issue here in regional Australia.” She emphasised that it is the responsibility of the carriers to meet their coverage promises.
While the 3G switch-off was a commercial decision made by the carriers, Rowland stressed that it is now their duty to deliver on the commitments made before the transition.
“Carriers have made commitments about having coverage equivalence after the switchover,” Rowland explained.
Rowland encouraged consumers who feel their service has been degraded to lodge complaints with their carriers.
Read also: $3 billion investment in NBN to improve connectivity for Australians
“Consumers have every right to expect that when they purchase a service, it lives up to those representations,” she added.
If unsatisfied with the response, customers can escalate complaints to the Telecommunications Industry Ombudsman (TIO), which offers free assistance.
Acknowledging the frustration of impacted individuals, Rowland said, “I have incredible sympathy for these people.”
She also pointed to the Regional Tech Hub, an independent government-backed initiative, which provides advice on better connectivity solutions for rural customers.
The Minister reiterated that the government would continue to monitor the situation closely and would consider regulatory intervention if necessary.
Rowland also clarified that the 3G switchover was a decision made under the previous government, but stressed that it was now the responsibility of the carriers to ensure coverage improvements.
“People who live and work in rural and regional Australia deserve access to the best communications services,” she said.
“It’s now up to the carriers to ensure that they live up to those commitments that they made in terms of coverage equivalence,” Rowland concluded.
Adrianne Saplagio is a Content Producer at Comms Room, where she combines her passion for storytelling with her expertise in multimedia content creation. With a keen eye for detail and a knack for engaging audiences, Adrianne has been instrumental in crafting compelling narratives that resonate across various digital platforms.
