That ICPA (Aust) advocates to the Australian Government, the Australian Communications and Media Authority (ACMA), and telecommunications providers to ensure consumers are clearly advised of any limitations or exclusions relating to satellite messaging capability across mobile service plans.
Satellite messaging capability is increasingly promoted as an important communication and safety feature for Australians living, working and travelling in rural, regional and remote areas where traditional mobile coverage is limited or unavailable.
For many geographically isolated families, satellite messaging is not simply a convenience, but an essential emergency communication tool relied upon during:
• travel in remote areas,
• vehicle breakdowns,
• emergencies,
• natural disasters,
• and daily farm and station operations.
Concerns have been raised where consumers changing between mobile plans, including prepaid services, were not clearly informed that satellite messaging functionality would no longer be available under their new service arrangement. In some cases, consumers may only become aware the feature is unavailable once outside mobile reception areas and attempting to access emergency communication services.
ICPA (Aust) believes telecommunications providers should clearly and transparently communicate any limitations relating to satellite messaging capability prior to purchase, recharge, or plan changes.
This should include:
• clear advertising and disclosure requirements regarding satellite messaging eligibility;
• direct notification during plan changes or service transfers;
• consistent terminology across providers;
• and improved consumer awareness regarding differences between service types and inclusions.
Geographically isolated families should be able to make informed decisions regarding communication services critical to their safety and wellbeing.
