Phone services

The telephone is one of the main ways Australians stay in touch with friends, family and the people they work with.

Our role is to advise the Australian Government about how all Australians can have reasonable access to a standard, reliable telephone service. We are involved in managing coverage and generally improving phone services for all Australians. We also manage consultations with industry, consumer groups, and other government agencies.

We have developed consumer safeguards so phone companies supply reliable phone services. We also have rules to protect the needs of people with disabilities and people with life-threatening medical conditions.

If you believe a phone company has not met its legal obligations, you can:

1. Contact the phone company first and try to resolve your problem with them. If you aren't satisfied, ask to have the complaint escalated—this means a more senior person will look at it.
2. If you still aren't satisfied, contact the Telecommunications Industry Ombudsman (the TIO) for a free and independent dispute resolution service.

The ACMA can also investigate breaches of the consumer safeguards, enforce regulatory requirements and issue remedial directions.