Michelle Rowland (Greenway, Australian Labor Party, Minister for Communications) Share this | Hansard source

I thank the member for Indi for her question. I know how seriously she takes these issues of connectivity in her community. I also want to take the opportunity to extend my appreciation to members across the chamber, particularly in regional areas right across the aisle who prior to the 3G switchover assisted in disseminating important information about that to their local communities, which is very important.

For context, the spectrum is what we call a scarce resource. It's used but not consumed. It's valuable. It can be redeployed in other ways, and the evolution of the various forms of mobile technology, from CDMA to 2G and now the 3G network being switched over, enables the refarming of that spectrum to ensure that it's capable of doing more and actually delivering technical benefits. But you are right that those technical benefits won't be realised if people don't have coverage under that new technology. This was also the first switchover to occur during what we call the 'internet of things', where there are so many connected devices and so many people are reliant on it. So I completely acknowledge the member's concern. It is very real.

On 17 December, I convened industry regulators, mobile carriers and consumer groups to look at the lessons learned from the 3G switchover, and I can give her some insights into what we are doing following that. The government has stressed to the carriers that the benefits of the 3G switchover really need to be demonstrated, and, whilst it is a fact of physics that the switchover is complete, there needs to be a focus now on the consumer welfare.

The member is right. It is very true that there are multiple complaints from customers, particularly in regional areas, who've seen fortuitous coverage diminished and who have seen their services overall being challenged. The question is: how can that be improved? I'm happy to inform the member that, whilst it is obviously concerning to hear those reports happening in regional areas, I am monitoring this very closely. I've made the expectation that the 3G switchover would deliver on these benefits clear to service providers. The ACMA and the ACCC have been highlighted in this, not only in terms of the technical requirements, but also for the representations that are being made to customers about coverage pre and post switchover, because, as many consumers know, those coverage maps don't always match what they actually receive.

I'll take this opportunity to highlight that Telstra has now established a dedicated 3G helpline. The number is 1800990853, and I have formally requested weekly reports from the carriers so I can continue to monitor this. I remind members that, if they do have particular concerns, my door is open. I'll be happy to meet with the member after this so we can go through that, but that's open to all members in this place.

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