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Your Telecommunications Safeguards guide
This booklet is your quick guide to understanding how the Australian Government's telecommunications safeguards work for you and what to do if you have a problem.
Got a problem? Four steps to getting help
One
Check who provides the particular service – it should be written on your bill.
Two
Check the terms and conditions of your service. If you don't have a copy of them, look for the standard consumer contract on your service provider's website, or call them to ask them to send a copy to you. Also, check the safeguards in this booklet.
Three
Contact your service provider first to get help with the problem or to report a fault. Write down the time, date, name of person and content of any conversations. Keep this with any letters or emails from the service provider in case you need to refer to them later. If you are not satisfied with the response, ask your service provider to review the problem.
Four
If you still think your problem hasn't been handled satisfactorily, contact the Telecommunications Industry Ombudsman for advice and help on Freecall 1800 062 058 * or 
www.tio.com.au
Your safeguards
Most safeguards apply to all telecommunications companies which provide services. But some only apply to Telstra because it owns the vast majority of the telecommunications infrastructure.
The Government has two key legislated safeguards to protect you: the Universal Service Obligation and the Customer Service Guarantee. Both are explained in this brochure.
Access to Basic Phone Services
The Universal Service Obligation (USO) entitles you to reasonable access to a basic phone service, no matter where you live or work in Australia. Telstra is currently the provider responsible for delivering the USO. However, all carriers in Australia, regardless of their size, pay Telstra a contribution based on their market share to help cover the cost of delivering USO services.
Although Telstra is currently the sole provider of the USO, most phone companies can provide you with a basic phone service.
If you want a telephone service, you should contact one of the many phone companies in Australia , and compare their offerings. You may find you get cheaper prices if you combine or bundle services, such as fixed-line phone and mobile phones and broadband or Internet.
You need to know that if it's going to take a long time to connect your fixed-line phone, you are entitled to an alternative or interim service, such as a diverted line or satellite service.
So, what is a basic phone service?
Generally it means a fixed-line service that offers:
- local, national and international calls;
- 24-hour access to the emergency call service number 000;
- operator-assisted services for directory assistance, national and international connections and reporting service difficulties;
- itemised billing for all calls; and
- a standard phone handset if requested (rental costs apply).
Note for people with disabilities:
If you can't use basic phone equipment due to a disability, some phone companies offer eligible people the option to lease equipment that suits their needs.
Finding public payphones
Under the Universal Service Obligation, Australians must have reasonable access to payphones. Despite the popularity of mobile phones, payphones remain an important safety net and communications tool for many Australians.
There are around 55,000 payphones in Australia and around half of these are provided by Telstra. Access to public payphones is protected by the USO – which means that generally a payphone can only be removed from a community if there is reasonable access to another payphone.
Go to www.telstra.com.au/payphoneservices/index.htm to find your nearest Telstra payphone
Priority Assistance
Certain life threatening medical conditions may entitle you to faster phone connection and repairs under Telstra's Priority Assistance arrangements. To receive Priority Assistance you will need to apply and register for the service.
Go to Telstra on 13 2200
Other service providers also offer Priority Assistance services. Your phone company can tell you more.
Timely repairs and connections
The Government's Customer Service Guarantee requires all phone companies to connect fixed-line phone services, repair reported faults and keep appointments within specified timeframes. Compensation is payable to the customer in most cases if the phone company fails to meet these standards.
Repair times should not normally exceed one working day in metro areas, two in rural areas and three in remote areas.
Phones should be connected within two days where a phone line is already in place. For more remote communities or difficult to connect areas, connections can take longer.
Remember, if it's going to take a long time to repair or connect your fixed line phone, you may be entitled to an alternative or interim service, such as a diverted line or satellite service.
Repair and connection exemptions
Phone companies may be exempt from these timeframes if there are circumstances beyond their control, such as extreme weather conditions. However, the Government recently restricted the ability of providers to claim exemptions in the case of predictable weather events.
Avoiding problems
You should make sure you are informed about how to minimise your exposure to problems like unexpected high bills, phone and Internet scams, inappropriate content and contract problems.
Make sure you know the facts before you enter into a verbal or a written contract, including:
- prices and the terms and conditions of a service;
- cost of services and how to cancel a subscription service; and
- disconnection and debt recovery processes before a supplier takes such action.
Go to: www.dcita.gov.au (for consumer fact sheets on high bills, premium services etc.); www.scamwatch.gov.au (for information on current scams)
www.acma.gov.au (for information on contract problems)
www.staysmartonline.gov.au (for information on how to make your computer safe and to keep your family safe online)
Keeping your network reliable
You need to report all faults with any of your services. Telstra has to report to the Government on the performance of its fixed phone network and the number of faults. It must take action to repair any underlying cause of faults where they are regularly occurring, particularly in regional areas.
Telstra must provide adequate advice and technical assistance in regional, rural and remote areas of Australia . Each year, it must report to the Government on its presence throughout regional, rural and remote Australia.
Go to:www.acma.gov.au or 1300 850 115 (local call cost) for more details
Safeguarding what our kids see
The Australian Government legislates, regulates and educates to help protect Australian consumers, particularly children, from inappropriate or offensive content available via the Internet and mobile phones.
The Australian Government will spend $116.5 million to provide every Australian family and public library with a free computer filter. The new filters will not only help protect children from offensive images, they will also enable parents to reduce the risks for children using chat rooms, e-mails and other new technologies. Keep an eye out for more information on the Government's Protecting Australian Families Online initiative.
The Government will extend protections to cover content accessed over next generation mobile phones, such as mobile TV. In the interim, concerned individuals and parents can find out more by visiting www.netalert.net.au.
Better broadband and mobile coverage
Modern communications services are increasingly critical to operating in the global economy. New services can assist businesses to operate effectively, they increase our choice of entertainment and they have revolutionised the ways we can keep in touch with family and friends.
The Government's $1.1 billion Connect Australia package includes the $878 million Broadband Connect program. When combined with the $162.5 million Australian Broadband Guarantee, all Australians will have access to affordable broadband.
Broadband Connect and the Australian Broadband Guarantee represent the single largest Government investment in telecommunications in Australia's history. As the elements of these programs are rolled out, consumers will start to see a real difference in their services.
The Government is also committed to improving mobile coverage and access to mobile satellite services where there is no other coverage. The Satellite Phone Subsidy Scheme provides a generous subsidy towards the purchase of a satellite handset for people living or working in such areas.
Go to: Freecall 1800 883 488* or www.dcita.gov.au to find out more about broadband and mobile programs.
This way to the future
Because technology changes so quickly, it's essential that we keep our services up-to-date.
The Government has created a $2 billion Communications Fund to provide a source of income for regional telecommunications services to keep pace with technology.
Spending decisions will be linked to recommendations made by regular, independent reviews of telecommunications services in regional Australia, the first of which will occur in 2008.
Reviews will be undertaken regularly, at least every three and half years, to ensure rural and regional Australia is not left behind.
Go here to know more
1300 850 115 (local call cost) or www.acma.gov.au
For more information about telecommunications safeguards, contact the Australian Communications and Media Authority.
Freecall 1800 883 488* or www.dcita.gov.au
For the latest information about Government initiatives, contact the Department of Communications Information Technology and the Arts.
* a free call unless made from a mobile phone.