Many people and businesses rely on fixed line phones—they are the only communications service that all Australians have an automatic right to. Because they are so important, fixed line phone services (also known as 'landlines') are covered by a range of rules and regulations aimed at protecting consumers.
Two of the most important of these are the Universal Service Obligation (USO) and the Customer Service Guarantee (CSG).
What is the Universal Service Obligation?
All Australians are entitled access to a basic telephone service, known as a standard service, regardless of where they live or work.
These entitlements are set out in legislation known as the Universal Service Obligation (USO). Currently, Telstra is the only phone company obliged to provide universal service.
For most people, the standard telephone service means the basic fixed telephone 'landline'.
What does a standard service include?
This 'standard' service must include access to:
local, national and international calls
24-hour access to the emergency call service number
operator assisted services
itemised billing.
These entitlements do not cover mobile services, the internet, or other telecommunications services.
Access to the standard telephone service for people with a disability
People who are deaf or hearing impaired, or who cannot communicate using voice telephony for other reasons, are also entitled to a standard service. This means their phone company must provide a service that is equivalent to a voice phone service—for example, a teletypewriter service (also called TTY).
What is the Customer Service Guarantee?
The Customer Service Guarantee (CSG) Standard aims to encourage telephone companies to provide you with good service. The CSG standard sets timeframes for:
the connection of specified services
the repair of faults or service difficulties
and the attendance at appointments with customers.
You are entitled to automatic compensation if these timeframes are not met.
Services covered by the CSG Standard include: the supply of standard fixed line telephone services, and voice grade services; and services used to access the Internet or for facsimile machines. Certain special call-handling features, when activated by a telephone company, are also covered by the CSG, including call waiting, call forwarding, call barring, calling number display and calling number display blocking.
Your phone company should be able to provide you with more information about the CSG.
Complaint handling
You are entitled to have your complaints to telecommunications service provider dealt with promptly and fairly. If your concerns are not resolved to your satisfaction, you may contact the Telecommunications Industry Ombudsman (TIO) for assistance. The TIO is an office of last resort and can only consider your dispute if you have tried unsuccessfully to resolve your dispute with your provider.
For more information
The Australian Communications and Media Authority (ACMA) is the Australian Government agency responsible for the regulation of broadcasting, the internet, radiocommunications and telecommunications. The ACMA has fact sheets on a range of consumer topics which can help you learn more about your rights to a telephone service.
The Communications Alliance also publishes brochures and fact sheets on a range of topics which you might find helpful.
