In this section

• Universal Service Obligation Review
• Universal Service Obligation Review public submissions
• Extended Zones and USO Contestability Pilot Areas

 

On 27 June 2007 the Department commenced a review of the Universal Service Obligation (USO). The review will examine the architecture of the universal service regime and the most effective way to deliver universal services to consumers. The review will also consider whether the load is being shared equitably by industry. As the National Broadband Network (NBN) and the USO are related, the USO will need to be considered in the context of decisions arising from the NBN process.

Universal Service Obligation Review

• Universal Service Obligation Issues Paper
• Universal Service Obligation Review public submissions

The Universal Service Obligation Regime

The universal service regime, set out in Part 2 of the Telecommunications (Consumer Protection and Services Standards) Act 1999 (TCPSS Act), consists of the Universal Service Obligation (USO). The regime is funded by an industry levy imposed under the Telecommunications (Universal Service Levy) Act 1997.

The USO ensures that all people in Australia, wherever they reside or carry on business, have reasonable access, on an equitable basis, to the standard telephone service and payphones.

The standard telephone service is a carriage service for the purpose of voice telephony, or an equivalent service that meets the requirements of the TCPSS Act and the Disability Discrimination Act 1992. The standard telephone service includes the option of telephone handset if requested and comparable equipment for people with disabilities. Under the  untimed local call obligation (Part 4 of the TCPSS Act), residential telephony customers must be offered the option of untimed local calls.

Telstra, as the primary universal service provider, is required to have a policy statement and marketing plan, approved by ACMA, which set out how it will fulfill the USO. Telstra's Policy Statement and Standard Marketing Plan (SMP) may be accessed here.

Consumer safeguards

Consumer safeguards in relation to telephone services include:

• Customer Service Guarantee (CSG)
  Information on carriers obligations under the CSG is available from the ACMA website.
• The Network Reliability Framework (NRF)
  More information about the NRF is available here.
• Priority Assistance for customers with a life-threatening medical condition
  More information on Priority Assistance can be found here.
• Quality of service monitoring and reporting
  ACMA has primary responsibility for monitoring and reporting on carrier and carriage service provider performance. Copies of ACMAs telecommunications industry reports are available from the ACMA website.