Telecommunications (Consumer Protection and Service Standards) Act 1999

2. Transition away from the old system

The Act is designed to phase out the old legal obligation model and replace it with government contracts — the government pays companies (including Telstra) to deliver these services, rather than simply imposing a legal duty on them.

3. Public interest services the government funds

The government (through the Secretary of the Department) can enter contracts and give grants to fund:

• Standard telephone services
• Payphones
• Emergency call services (Triple Zero / 000)
• The National Relay Service (for deaf/hearing-impaired Australians)
• Broadband services in regional areas

4. Industry levy

Telecommunications companies pay a levy (a mandatory industry charge) each year. The money collected goes into a special government fund, which is then used to pay the companies providing these services and to cover government administration costs.

5. Standards and oversight

The government (via the Minister and the ACMA — Australian Communications and Media Authority) can set:

• Performance standards for phone service quality and reliability
• Rules about payphone locations and removal processes
• Customer service standards for all telcos

6. Payphone protections

Before a payphone can be removed, there must be a public consultation process. If someone objects, the ACMA can direct the provider not to remove it (or to put it back).

7. Emergency services (Triple Zero)

The Act creates a Triple Zero Custodian — a government body responsible for overseeing how emergency calls (000) are handled. Telcos must meet obligations around emergency call services, and can be directed by the ACMA if there's an outage or problem.

8. Telecommunications Industry Ombudsman (TIO)

Telcos must participate in the TIO scheme — a free, independent complaint-handling service for customers who have disputes with their phone or internet provider.

9. Regional broadband

A separate charge applies to fund fixed wireless and satellite broadband services in regional Australia, managed through the NBN (National Broadband Network).

10. Disability access

The law explicitly requires that people with disabilities receive equivalent access to phone services, in line with the Disability Discrimination Act 1992.

Why does this matter to you?

• If you live in a remote or rural area, this law is why you still have access to a phone line and potentially a nearby payphone.
• If you're deaf or have a hearing/speech impairment, this is why the National Relay Service exists and is free.
• If you have a complaint about your telco, this law underpins your right to take it to the Telecommunications Industry Ombudsman at no cost.
• If your local payphone disappears, you have the right to object and a process must be followed.