Telcos Face New Scrutiny as Standardised Mobile Coverage Maps Roll Out
Australia’s telecommunications landscape is set for a shake-up as new regulations come into effect, aimed at standardising mobile coverage maps and providing consumers with clearer, more comparable information. The Australian Communications and Media Authority (ACMA) has introduced these new rules, following a period of contention and accusations of misleading practices, particularly directed at Telstra by rival Vodafone.
Under the revised guidelines, all mobile network operators will have until June 30 to present their coverage maps with distinct classifications for 4G and 5G services. These classifications will fall into four categories: “good,” “moderate,” “basic,” or “no coverage.” The aim is to provide a transparent understanding of service quality, with “good” coverage defined as a high-quality, seamless experience for voice, SMS, and data.
This move comes after Vodafone lodged formal complaints with the Australian Competition and Consumer Commission (ACCC), alleging that Telstra had been misleading customers about the extent of its mobile network for over 15 years. Vodafone claimed that Telstra had overstated its mobile coverage reach by as much as 40 per cent. A key point of contention was Telstra’s previous advertised claim of a “mobile network coverage area of 3 million square kilometres covering 99.7 per cent of the Australian population.” Until May of last year, this figure had not explicitly stated that it was contingent on the use of an external antenna and booster. Analysis of data provided to the ACCC indicated that Telstra’s coverage without such external equipment was significantly less, approximately 1.9 million square kilometres. Telstra has since updated its website to include clarifications regarding antenna usage.
Telstra Defends Network Reach Amidst New Standards
Telstra has publicly defended its network’s capabilities, acknowledging the “intent” behind the new ACMA rules while expressing concerns about certain aspects. Shailin Sehgal, Group Executive of Global Networks and Technology at Telstra, highlighted that the new standard would classify any mobile signal below -115 dBm (decibel-milliwatts) as “no coverage.”
“Every month, more than 1.5 million Telstra customers use this coverage as they live, work and travel through regional and remote Australia,” Sehgal stated. “This is coverage regional Australians, and those who travel through these areas, rely on. Nothing has changed about Telstra’s network. No sites have been switched off. No coverage has been removed.”
Telstra asserts its continued dominance in regional and remote areas, where it is often the sole provider. Sehgal emphasised that their network “remains vastly larger with over 2,000 more mobile sites than any other network across Australia,” and that their “coverage advantage in regional and remote areas is even larger.” He suggested that the primary change is in how this coverage will be represented on comparable maps.
“Telstra supports a single, consistent standard that helps customers compare coverage across providers, but a standard that does not permit mobile network operators to show usable coverage could make it much harder for customers to access the information they need,” Sehgal added.
The ACMA has clarified that while areas designated as “no coverage” may still offer very limited, inconsistent, or non-existent services, the expectation is that usability and reliability for essential functions like calls and SMS will be significantly impacted.
Consumer Protection and Enforcement Measures
Nerida O’Loughlin, Chair of the ACMA, stressed that the new approach aligns with international standards, ensuring that maps clearly indicate where network availability translates to usable and reliable service, crucial for emergency situations.
The new regulations include provisions for enforcement, with telcos found to be in breach facing potential consequences such as “enforceable undertakings, remedial directions and financial penalties.” These standards were implemented following a directive from the Minister for Communications, Anika Wells.
“People should know what they’re getting when they sign up with a provider, and this improved mapping will make it easier for customers to make informed decisions about the communications services they rely on,” Minister Wells commented. She highlighted the longstanding issues with the quality and comparability of existing mobile coverage maps, stating, “the government is putting a stop to this mess.” The initiative is also intended to bolster efforts to strengthen access to and oversight of the Triple Zero emergency service.
Minister Wells encouraged the ACMA to continually refine these mapping rules to accommodate emerging technologies. She described the new standards as “a win for Australian consumers.”
Ensuring Meaningful Comparisons
O’Loughlin echoed the sentiment that the new maps are designed to empower consumers to make better-informed choices. She pointed out the historical difficulty consumers faced in comparing coverage due to differing measurement and presentation methods employed by various providers. “These new rules will ensure every carrier is giving the public a like-for-like comparison of service coverage in any location across Australia,” she stated.
To maintain accuracy and relevance, mobile coverage maps will need to be updated at least every three months to reflect any changes in network coverage. Furthermore, major providers including Optus, Telstra, and TPG will be required to share their maps with partner companies for use by their respective customer bases.
