7.2 Recommendation 

Give Australians improved telecommunications coverage, quality and access by taking strategic actions to improve digital inclusion, regional telecommunications and broadband quality levels. 

Proposed sponsor: Department of Infrastructure, Transport, Regional Development and Communications

When this should impact:

Where this should impact:

7.2.1 Connect regional Australians by improving the coverage, quality and reliability of telecommunications, through continued government investment in infrastructure outcomes that are not commercially viable in Rural Communities and Remote Areas. 

Proposed lead: Department of Infrastructure, Transport, Regional Development and Communications

Empower customers by stipulating clear performance levels for data speed, reliability and key processes such as installation or repair times in the Statutory Infrastructure Provider Regime. The Regime should clarify and publish basic performance levels and ensure these evolve to include specific targets for repair times and service uptime. 

Proposed lead: Australian Communications and Media Authority

Deliver increased mobile coverage to regional communities under a future approach to funding for mobile telephony in regional areas, to succeed the Mobile Black Spot Program after its sixth round. 

Proposed lead: Department of Infrastructure, Transport, Regional Development and Communications

7.2.2 Reduce the digital divide in Australian society by launching a national digital inclusion strategy and a rolling national study on key affected groups 

Proposed lead: Department of Infrastructure, Transport, Regional Development and Communications

Close the gap in digital inclusion with a national strategy and roadmap for digital access, affordability, ability and accessibility. A national program should drive a clear strategy for inclusion, set objectives, run studies, develop roadmaps and allocate funding to initiatives. 

Proposed lead: Department of Infrastructure, Transport, Regional Development and Communications

7.2.3 Ensure the NBN delivers against the customer needs set out in its Statement of Expectations by continuing to invest in upgrade pathways and ensuring basic performance standards are met for all end users. 

Proposed lead: NBN Co

Deliver improved coverage, speed and reliability to all Australian broadband customers under a published Minimum NBN Customer Charter that obliges all companies involved in delivering a connection (Statutory Infrastructure Providers and retail service providers) to meet a basic guarantee for the end-to-end customer experience. The Charter should include speed (relative to plan selected), reliability, installation times, repair times and rebates. 

Proposed lead: NBN Co 

Supported by: Australian Communications and Media Authority

Ensure NBN end users with slower-performing lines are covered by a prioritised upgrade plan for fixed-line and fixed wireless services, under a published suburb-level plan to upgrade copper lines that are unable to consistently deliver 25 Mbps upstream and 5 Mbps downstream speeds. 

Proposed lead: NBN Co 

Supported by: Department of Infrastructure, Transport, Regional Development and Communications