Imagine being unable to call for help during an emergency because your phone has no signal. This isn’t just a hypothetical scenario—it’s a stark reality for many Australians, and it’s putting lives at risk. Poor phone reception isn’t just an inconvenience; it’s a growing threat to regional safety, as highlighted by recent events like the Optus Triple Zero outage, which tragically led to fatalities. But here’s where it gets even more alarming: the problem isn’t limited to emergency calls. The latest Telecommunications Industry Ombudsman report reveals a shocking surge in complaints about network issues, with a nearly 70% increase in reports of ‘no phone or internet service’ and a 25% rise in ‘poor mobile coverage’ grievances.
You might think this only affects remote areas like cattle stations or Indigenous communities in central Australia. Think again. This is the part most people miss: our research has uncovered a policy blind spot—a ‘missing middle’ of suburban and regional populations who face worse connectivity than some remote areas. These are people living in places that look perfectly connected on paper but struggle with unreliable networks due to infrastructure gaps or social factors. Until now, their experiences have been largely invisible, lacking a clear category to address their unique challenges.
So, what exactly is ‘digital inclusion’? It’s about ensuring every Australian, regardless of location or background, has access to affordable, reliable telecommunications and the skills to use them effectively. With climate change intensifying natural disasters—cyclones, floods, bushfires—telecommunications aren’t just a convenience; they’re a lifeline. Our 2023 study on emergency preparedness in rural areas showed how critical connectivity is during crises, from sharing real-time updates in community forums to applying for financial aid afterward.
But here’s the kicker: location doesn’t always equal connectivity. Some remote areas have better telecommunications than outer regional towns, proving geography isn’t the sole factor. Instead, it’s a complex mix of issues: affordability (think needing two SIM cards for unreliable networks), patchy infrastructure, and even terrain that blocks satellite services like Starlink. Take Gippsland, for example, where residents report no reception on main streets, or Melbourne’s outskirts, where new housing developments are virtually ‘unconnected.’ Even Dubbo, a major regional hub, falls into this ‘missing middle,’ with First Nations organizations struggling to operate due to slow and unreliable networks.
Efforts like the National Broadband Network (NBN) and programs like the Regional Connectivity Program have made strides, but they’re not enough. Current policies overlook the scale of this issue, failing to address the overlapping disadvantages and fragmented options (NBN, mobile hotspots, Starlink) that leave so many behind. And this is where it gets controversial: Are we doing enough to bridge this gap? Or are we leaving entire communities vulnerable?
To truly tackle this, policymakers and researchers must move beyond location-based solutions and focus on the complex, mixed needs of the ‘missing middle.’ Only then can we ensure every Australian has the connectivity they need—not just for convenience, but for safety.
What do you think? Is enough being done to address this growing crisis? Share your thoughts in the comments—let’s spark a conversation that could drive real change.
