Question Time Response - 3G shutdown issues in Indi

Question - Federal Member for Indi, Dr Helen Haines MP:

Since the 3G shutdown in my electorate, residents were assured they would not be worse off. But since it shutdown, my constituents have seriously worse connectivity, completely losing the ability to make calls in some areas and have been told to spend their own money on aftermarket antennas. Will the minister recognise some people are worse off after the 3G shutdown and what will the government do to fix it?

Answer - Minister for Communications, Michelle Rowland 

I thank the Member for her question and 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. 

The context: the spectrum is what we call a scarce resource, it is used but not consumed, valuable, can be redeployed in other ways, and, from the evolution of the various forms of mobile technology  - from CDMA to 2G and now 3G network being switched over - it enables the re-framing of that spectrum to ensure it is capable of doing more and delivering technical benefits. 

You are very right that these technical benefits won't be realised if people don't actually have coverage under that new technology. This was also the first switchover to occur during what we call ‘the internet of things’ whether so many different devices that people are reliant on.

I completely acknowledge the Member’s concerned. It is very real, and, on 17 December, I convened industry regulators, the mobile carriers, consumer groups to look at the lessons learned from this 3G switchover and I can give some insights into what we are doing following-up. 

The Government has stressed to the carriers that the benefits of the 3G switchover really need to be demonstrated, and, while it is a fact of physics the switchover is completed, there needs to be focus now on the consumer welfare. And the Member is right, it is true that there are multiple complaints from customers, particularly in regional areas, who have seen gratuitous coverage diminish and who have seen their services overall being challenged. 

The question is how can it be improved? I'm happy to inform the Member that, while obviously it is concerning to hear those reports happening in regional areas, I am monitoring this very closely. I've made it clear to service providers the expectation that the 3G switchover will deliver on these benefits. 

The ACMA and the ACCC have both been highlighted in this, not only in terms of the technical requirements but also the representations that have been made to customers about coverage pre and post switchover. 

As many consumers will know, those coverage maps don't always match what they actually received. I will take this opportunity to highlight the Telstra has established a dedicated 3G hotline. And I have formally requested weekly reports from the carrier so I can continue to monitor this. 

My door is open and I'm happy to meet with the Member after this and that is open to all Members in this place.