Telstra has a responsibility to ensure all people in Australia have reasonable access on an equitable basis to payphones. These obligations are set out in Telstra's Standard Marketing Plan (SMP).
The ACMA is responsible for monitoring the performance of Telstra's SMP, which includes the criteria for processes undertaken when Telstra is considering the removal or relocation of a public payphone.
If you are concerned about the removal or relocation of a Telstra payphone, you should first voice your opinion to Telstra. If you are unhappy with Telstra's response, you can then make a complaint in writing to the ACMA. Find out more about the complaints process on the Payphone complaints page.
For more information about your rights to a payphone, see:
- the universal service regime
- Telstra's Universal Service Obligation - Standard Marketing Plan and Policy Statement
- payphone frequently asked questions
Comments, enquiries and complaints about Telstra payphones can be made on the Telstra payphones enquiries page or by calling 1800 011 433. Telstra has also made information on its complaints policy available.