Voice telephone services
Successive governments have sought to improve voice telephone services for residential and business consumers by encouraging competition in the supply of services and through appropriate regulation.
Underpinning a competition framework is a range of consumer safeguards and a regulatory safety net. Consumer safeguards such as the Universal Service Obligation, Customer Service Guarantee, Network Reliability Framework and Priority Assistance support the availability of telephone services to all individuals and organisations in Australia and encourage providers to supply reliable services quickly, restore faulty services promptly and provide quicker responses to assist in meeting the telecommunication needs of people with life-threatening medical conditions.
In November 2010 the Telecommunications Legislation Amendment (Competition and Consumer Safeguards) Act 2010 (the Act) was passed by Parliament. The Act provides for the making of legislative instruments to enhance competitive outcomes in the Australian telecommunications industry and strengthen consumer safeguards. More information on these reforms is available at the Telecommunications regulatory reform – consumer safeguards and Telecommunications regulatory reform - separation pages.
The supply of fixed telephone services, connection times and the legal obligations of telecommunications providers under the Customer Service Guarantee and Universal Service Obligation.
Regulatory arrangements for improving the reliability and quality of telephone services, including the Customer Service Guarantee and the Network Reliability Framework.
Arrangements for monitoring and reporting the performance of telecommunications providers.
Priority assistance for consumers with diagnosed life-threatening medical conditions
Consumers with certain life-threatening medical conditions can get priority assistance when problems arise with their telephone services.
