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Extending rules about requests for USO voice services

20 May 2026

ACCAN recently submitted to the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts’ consultation on extending rules about requests for USO voice services. 


ACCAN supports the draft Telecommunications Universal Service Obligation (Standard Telephone Service – Requirements and Circumstances) Amendment Determination 2026, which provides additional consumer safeguards to ensure Universal Service Obligation Standard Telephone Services are reasonably accessible to all Australians on an equitable basis.  


This submission recommends the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts: 

  1. Make the Telecommunications Universal Service Obligation (Standard Telephone Service – Requirements and Circumstances) Amendment Determination 2026 and the proposal to extend its current end date. 

  2. Align the Telecommunications Universal Service Obligation (Standard Telephone Service – Requirements and Circumstances) Amendment Determination 2026 repeal date with the Telecommunications (Customer Service Guarantee) Standard 2023. 

  3. Develop a clear transition roadmap and robust governance framework to transition the primary universal service provider from Telstra to NBN Co. 

  4. Provide comprehensive guidance in the Explanatory Statement regarding the circumstances and processes for technology withdrawal, replacement, or cessation, to ensure transparency and reduce potential consumer disputes. 

  5. Ensure that, during technology migrations, existing consumer entitlements, such as priority assistance and customer service guarantee timeframes, are preserved without placing additional burdens on affected customers. 

  6. Introduce safeguards so that the indicative reasonable timeframe for arranging electricity supply genuinely reflects consumers’ circumstances and pause customer service guarantee timeframes while consumers resolve electricity supply issues to prevent penalisation for delays beyond their control. 



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