In Short

• Surging Grievances: Small business complaints regarding internet services have jumped 16.1%, while reports of total service loss have risen by 17%.
• Safety Alarms: Residents in the Back Country are reporting critical fears over the inability to contact emergency services post-3G shutdown.
• Policy Push: NSW Farmers is urging the community to "be the squeaky wheel" by reporting issues to the TIO to hold providers accountable to the new Universal Outdoor Mobile Obligation (UOMO).

New data from the Telecommunications Industry Ombudsman (TIO) has highlighted a rise in complaints regarding mobile and internet services, with nearly one-quarter of all NSW grievances now originating from regional areas.

The findings come as residents across Back Counrty shires continue to report persistent connectivity issues following the 3G network shutdown.

According to the TIO’s latest report, small business complaints regarding internet services rose by 16.1 per cent, while reports of "no phone or internet service" increased by 17 per cent. For many in the Western Division and Riverina, these statistics reflect a daily reality of dropped calls and unreliable data speeds.

Sarah Thompson of the NSW Farmers Rural Affairs Committee stated that the figures align with the feedback received from primary producers and rural families.

“A lot of people are fairly fed up with complaining about this long-running issue, and it’s clear enough isn’t being done to fix the problem,” Mrs Thompson said.

“I agree with Telecommunications Industry Ombudsman Cynthia Gebert when she says consumers don’t see phone and internet connectivity as optional anymore, these are vital not only for business and education but the basics of everyday life.”

The TIO report suggests that for many remote users, the lack of reliable service is no longer merely an inconvenience but a safety concern. During a series of regional visits organised by NSW Farmers in late 2025, attendees raised significant alarms regarding their ability to contact emergency services.

Mrs Thompson indicated that while policy changes are in motion, the effectiveness of these measures remains to be seen.

“The government’s Universal Outdoor Mobile Obligation is a critical step toward better voice and data services,” Mrs Thompson said.

“Requiring that mobile coverage be reasonably available outdoors across the country will improve safety and improve liveability for everyone, not just those who live in the capital cities. But there’s still a lot of work that needs to be done to make sure that providers are accountable to the UOMO and deliver what’s been promised.”

The NSW Farmers Association continues to maintain that the Universal Outdoor Mobile Obligation (UOMO) should not be viewed as a substitute for direct investment into existing terrestrial network infrastructure.

With many residents in the Far West feeling forgotten by service providers, Mrs Thompson urged the community to continue formalising their grievances through the proper channels to ensure the region's issues are documented.

“NSW Farmers continues to advocate that UOMO must be a complementary tool and not replace investment in improvements to the existing terrestrial network – we know a lot of farmers struggle daily with reliable and quality connection,” she said.

“So I think we need to keep being the proverbial squeaky wheel and keep complaining, but do it in a way that matters, and that’s to the TIO.”

“We’re encouraging people who aren’t satisfied with their service or the resolutions from their providers to go to the TIO to try and get a better outcome and make sure the issues are reported on.”