On 8 June 2006 the Minister for Communications, Information Technology and the Arts announced a payphone package. The package outlines how Telstra and ACMA will make more information available on consumer rights to payphone services and enhance the process for making complaints about payphones. The Minister’s media release is available here.
Telstra’s responsibility under the Universal Service Obligation (USO) is to ensure all people in Australia have reasonable access on an equitable basis to payphones, regardless of where they reside or conduct their business. How Telstra meets these obligations is set out in its Standard Marketing Plan (SMP). Copies of the SMP can be requested or downloaded from www.telstra.com.au/universalservice/standard.htm.
Section 3.8 of the SMP explains what Telstra must do to provide reasonable access to payphones, including removal criteria. It also includes siting, installation and maintenance information.
If you believe Telstra has not met its obligation to provide reasonable access to payphone services and this affects you, your community, your organisation or a person you represent, ACMA may be able to help. See the Payphone Complaints Homepage for further information and to obtain a complaints form.
For information on the location of Telstra operated payphones you can use the Telstra Payphone Locator service.
For further information on your rights to a telephone service, including payphones under the Universal Service Obligation, see the ACMA fact sheet.
Additional information on payphone usage in Australia can be found in the Payphone Statistics section.
Payphone Policy Review
The former ACA conducted a public review of payphone policy in 2003 and reported in February 2004. A PDF version of the review is available here and the related media release is now available here.
The aim of the review was to ensure that the provision of payphones under the universal service obligation (USO) continued to be effective and relevant
The former ACA previously released the following reports examining Telstra's performance in meeting this obligation.
- The Universal Service Obligation - Payphones October 2002
- Quality of service of Telstra payphones February 2001
- The Universal Service Obligation - Payphones March 2000
For further information, contact ACMA's Industry Monitoring Section.