Dealing with customer service in an attempt to find a solution was “very, very painful,” especially during the pandemic, and she said they only ended up receiving credit after contacting Mr. Leeser.
A lawyer from the Dural area, who did not want to be named because he was completely dependent on Telstra to run his business, said it was unacceptable that every time someone rings their cell phone, rain or shine, he has to come out his driveway to answer.
“We’re only 40km from the CBD … Australia’s most populous city and one of the most populous cities in the Southern Hemisphere and yet we might as well be at the back of Bourke as we have a bar [of reception] if we’re lucky there are some black spots where you don’t get any coverage at all, âhe said.
Mr Leeser said he had heard countless similar stories about what was an essential service.
âWe have kids studying for HSC who can’t connect with teachers because their internet isn’t working, teachers teach from the McDonalds parking lot because they can’t receive reception at home. We have people in danger of death who cannot dial triple zero because they do not have mobile reception. It’s not good enough, âhe said.
âTelecom operators don’t care and they can get away with it because no driver is forcing them to care – this is especially the case for Telstra, which remains the monopoly provider in so many communities. “
In 2020-2021, the Telecommunications Ombudsman received 39,094 complaints about mobile phone providers.
Complaints about poor mobile coverage increased nearly 10 percent from the previous year, while issues with providers delaying or not taking action account for two in five complaints, an increase of 23 percent.
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