The Aussie VoIP evolution | ACMA


17 June, 2015 12:01 PM


The Aussie VoIP evolution

By Gus Ortega-Montiel


Are you one of the more than five million adult Australians now using a voice over internet protocol (VoIP) service? The evolution of VoIP in Australia, the second complementary report in the ACMA Communications report 2013–14 series, shows that VoIP services have been a big part of the rapid change in the voice communications market since 2010.

The evolution of VoIP can be attributed to a variety of factors, including the increased availability of broadband across Australia, developments in the OTT communications and media market, and the widespread adoption of smartphones and tablets.

VoIP infographic

This infographic is also available as an accessible Word document.

VoIP is the name for a range of technologies that allow voice communication to be made using internet protocol (IP) technology. Australian consumers have access to two main types of VoIP services:

  • managed VoIP services bought through a service provider
  • over-the-top (OTT) VoIP delivered by an application that is run over the top of another carriage service.

Australians are continuing to take advantage of cheaper or free OTT services such as Skype and Viber. The proportion of adults using OTT VoIP services (on mobile phones, tablet devices, or laptop or desktop computers) increased from 15 to 24 per cent in the four years to 2014.

However, Australians are less satisfied with their VoIP service than their fixed-line and mobile phone services—77 per cent of consumers are satisfied or very satisfied with their VoIP service compared to 89 per cent for fixed-line phones and 86 per cent for mobile phones. Satisfaction levels increase up to 84 per cent for those with a paid subscription to a VoIP service.

The evolution of VoIP in Australia (Word), (PDF) has more on this rapidly changing market, including a detailed look at how consumers use VoIP services.