Cell phone providers selling customer service they can't use, says ombudsman

Cell phone service providers fail to provide adequate coverage and sell consumer products they cannot use, according to the Telecommunications Industry Ombudsman.

Key points:

• Ombudsman received 63,000 complaints about mobile phones in two years
• People are left without phone coverage during emergencies
• Help services operated by online bots and automation are not suitable for all customers

A report released today shows cell phone complaints to the ombudsman’s office have surged over the past two years despite a decline in the overall number of complaints.

The office received 63,000 complaints about cell phones during the period.

The report details examples of people trapped without cell phone service in emergencies.

“People come in with an idea of ​​what they think they want and they’re selling a product they may not want, need or understand,” says Telecommunications Industry Ombudsman Cynthia Gebert.

Several people living in high-risk emergency areas told the ombudsman that they had lost all lines of communication during the emergency and were struggling to restore telephone service.

“During our community outreach event, 10 consumers living in rural areas told us that there had been extensive delays in restoring their cellular service after a natural disaster,” the ombudsman report said.

“Some consumers say that even after this delay, their service is less reliable than it was before the disaster.”

The report shows phone usage has changed in the last decade.

People are now using smartphones for banking, two-factor authentication, doctor appointments, directions and emergency alerts.

Ms Gebert said that means reliable access to the network is more important than ever.

“It moves from the sense of helplessness some people feel when they don’t have it on a daily basis to the question of life and death when we are in a natural disaster situation,” he said.

Cynthia Gebert wants companies to listen to what customers really want and need.(provided)

Rural Blackspot

The report found that people living in areas that had no service were being sold contracted packages to providers who had no coverage in their area.

“It has the possibility to affect especially the most vulnerable in quite significant ways,” Gebert said.

Between 2020 and 2022, the ombudsman received 5,811 complaints about poor phone coverage.

Ms Gebert said people should question new products being marketed to them and providers need to pay more attention.

He said to ask about the coverage map and whether the customer will get the service or not.

“We have examples of customers who might come from regional and rural neighborhoods to metro settings and the services they sell won’t work at home … that’s okay,” he said.

“Are you really going to get consistent coverage if you move around your farm and if that’s not what you’re thinking, talk to your telecommunications company.”

The report states that small, low-cost telecommunications companies often provide very limited access to customer service agents by telephone.

His recommendations include making it easier to talk to “real people” on the phone than online robots, more honest sales pitches, and payment methods that are more suitable for individuals.

“We really want the telecommunications industry to really listen and stand up to hear what their customers want and need,” said Gebert.

He urged people who were unable to reasonably resolve disputes to contact his office.

“There is an obligation to refer us when certain complaints cannot be resolved, I don’t see anyone being referred to us by service providers,” said Gebert.

Marc Chick said he had to install an antenna using an old 3G internet dongle.(Provided: Marc Chick)

Emergency measures

Customer Marc Chick says he lives outside of Wangaratta — a regional hub with a population of 30,000.

He said he had a smartphone that was designed to operate on the 4G network but had to lock it to the 3G network because 4G doesn’t work where he lives and works.

He said his phone signal came from Beechworth, 40 kilometers away, even though there was a tower 8 kilometers from his home.

He had installed an antenna using an old 3G internet dongle to operate his cell phone in his workshop.

“That’s very unreliable,” said Mr Chick.

“When I’m in the repair shop, I actually attach the phone to the antenna.”

A solar-powered telephone tower is used to obtain service via satellite.(provided)

Telstra responds

Far East Gippsland resident Brett Davies said there was no cell phone coverage where he lived and he communicated with the outside world via satellite landlines and the internet.

Mr Davies said he was currently unable to leave his home because a landslide had blocked his way to East Gippsland.

It is said that he previously had no landlines for three months when all the lines burned in the Black Summer bushfires.

Telstra has since installed a solar battery-operated satellite tower on its neighboring property.

Mr Davies said he used a satellite landline phone.

“It works most of the time,” said Mr Davies.

Optus’ managing director of customer service, Maurice McCarthy, said Optus was “raising the bar” in its customer service.

“We continue to listen to our customers and work to resolve their questions, simply and efficiently,” McCarthy said.

Telstra has been contacted for comment.

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