ACMA Communications Report 2006–07 Report Communications ACMA Australia’s regulator for broadcasting, the internet, radiocommunications and telecommunications www.acma.gov.au ACMA Communications Report 2006–07 CANBERRA CENTRAL OFFICE MELBOURNE CENTRAL OFFICE SYDNEY CENTRAL OFFICE Purple Building, Benjamin Offices Level 44, Melbourne Central Tower Level 15, Tower 1 Darling Park Chan Street, Belconnen 360 Elizabeth Street, Melbourne 201 Sussex Street, Sydney PO Box 78 PO Box 13112 Law Courts PO Box Q500 Belconnen ACT 2616 Melbourne Vic 8010 Queen Victoria Building NSW 1230 Tel: 02 6219 5555 Tel: 03 9963 6800 Tel: 02 9334 7700, 1800 226 667 Fax: 02 6219 5200 Fax: 03 9963 6899 Fax: 02 9334 779 TTY: 03 9963 6948 www.acma.gov.au 02120 Comm Report 2006-07(internals)ƒ 28/2/08 11:13 AM Page 1 ACMA Communications Report 2006–07 02120 Comm Report 2006-07(internals)ƒ 28/2/08 11:13 AM Page 2 © Commonwealth of Australia 2008 ISSN 1834-1519 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be produced by any process without prior written permission from the Australian Communications and Media Authority. Requests and enquiries concerning reproduction and rights, and any enquiries arising from the contents of the report should be addressed to: Manager Communications and Publishing Australian Communications and Media Authority PO Box 13112 Law Courts Melbourne Vic 8010 Telephone: (03) 9963 6800 Facsimile: (03) 9963 6899 Email: [email protected] This report is available on the ACMA website at www.acma.gov.au/CommsReport07 02120 Comm Report 2006-07(internals)ƒ 28/2/08 11:13 AM Page 3 Senator the Hon. Stephen Conroy Minister for Broadband, Communications and the Digital Economy Parliament House Canberra ACT 2600 Dear Minister I am pleased to provide you with the ACMA Communications Report 2006–07. This publication incorporates a report on telecommunications performance for 2006–07, prepared in accordance with section 105 of the Telecommunications Act 1997. It also reports on industry’s efforts to place aerial cables underground, pursuant to clause 50 of Schedule 3 to the Telecommunications Act 1997. The statutory reporting obligations under the Telecommunications Act 1997 are fulfilled in the following chapters of the Communications Report: – 105(3)(a) and (b), which relate to the efficacy of supply of telecommunications services and the adequacy and quality of such services and billing information: Chapters 2, 3 and 7; – 105(3)(c) and (d), which relate to carrier and carriage service provider obligations under Part 6 of the Telecommunications Act 1997 with respect to industry codes and standards: Chapter 2; – 105(3)(e) and (ea), 105(4) and 104(5), which relate to industry performance in fulfilling universal service obligation, Customer Service Guarantee and digital data capability obligations: Chapter 4; – 105(5A), which relates to the operation of Part 14 (national interest matters) and Part 15 (cooperation with agencies): Chapter 4; and – Clause 50, Schedule 3, which relates to progress in the placement of telecommunications facilities underground: Chapter 4. Please note that subsection 105(7) of the Telecommunications Act 1997 requires that you table the report in each House of the Parliament within 15 sitting days of that House after receiving the report. Yours sincerely Chris Chapman Chairman 14 February 2008 02120 Comm Report 2006-07(internals)ƒ 28/2/08 11:13 AM Page 4 Acknowledgments The ACMA Communications Report 2006–07 draws on data from a range of sources including ACMA’s own databases, information reported by industry, ACMA’s research using third-party public sources, and commissioned surveys and analysis. ACMA has a statutory reporting obligation to collect data from industry for monitoring and reporting purposes. However, as part of the Australian Government’s regulation reform agenda, ACMA will continue to work with industry participants to identify opportunities to streamline regulatory reporting arrangements. Disclaimer The information in this document was obtained from sources ACMA believes to be reliable. However, ACMA does not guarantee the accuracy, completeness or adequacy of the information. To the maximum extent permitted by law, ACMA is not liable for any errors, omissions or inadequacy in the information, or for any reliance on the information. Predications and forward-looking statements in this document are based on information existing and known at the time of publication, and are subject to risks, uncertainties and changes in circumstances beyond the control of ACMA. Opinions and positions stated in this document are subject to change without notice. Comments ACMA welcomes feedback on the Communications Report. Comments and enquiries about the scope, content and format of the report should be sent to [email protected] Further information For further information about ACMA and links to the Communications Report, please go to www.acma.gov.au (go to About ACMA: Publications & research > ACMA publications > Corporate publications > Reviews & reports). 02120 Comm Report 2006-07(internals)ƒ 28/2/08 11:13 AM Page 5 Contents Chairman’s foreword 7 Executive summary 8 1 The Australian communications environment 24 Telecommunications services availability 25 Broadcasting services availability 30 Australia’s population density 33 Key indicators – at a glance 35 2 Consumers and consumer protection 42 The Australian consumer in the communications market 43 Fixed voice services 45 Mobile voice services 46 Internet services 48 Consumer satisfaction and complaints 57 Industry compliance with telecommunications codes 61 Broadcasting complaints 65 Radiofrequency interference complaints 66 Further information about consumers and consumer protection 70 3 The Australian communications industry 72 The Australian telecommunications industry 73 The Australian broadcasting industry 83 Further information about the Australian communications industry 100 4 Telecommunications industry performance in meeting regulatory obligations 102 Universal service obligation 103 Public payphones 104 Digital data service obligation 108 Network Reliability Framework 108 Customer Service Guarantee Standard 113 Priority assistance 115 Telstra’s local presence plan 116 Interim and alternative telephone services 116 Disability equipment scheme 117 National Relay Service 118 Emergency call service 120 Accuracy of the Integrated Public Number Database 124 Number portability 124 Protection and regulation of the online environment 128 Telecommunications privacy provisions 132 Supporting law enforcement 134 Role of the Integrated Public Number Database 136 Australian Internet Security Initiative 137 Spam monitoring and compliance 138 Cabling regulation 140 Communications infrastructure regulation 141 Electromagnetic emission regulation 143 Developments in regulated obligations on the telecommunications industry 144 Further information about telecommunications industry performance 152 Contents | 5 02120 Comm Report 2006-07(internals)ƒ 28/2/08 11:13 AM Page 6 5 Broadcasting industry performance in meeting regulatory obligations 154 Australian content on television 155 Access to broadcasting services for people with disabilities 161 Local information on regional television 162 Regulatory developments for the broadcasting industry during 2006–07 163 Digital television broadcasting services for commercial services in remote licence areas 166 Further information about broadcasting industry performance 168 6 Communications services in remote Indigenous communities 170 Telecommunications services in remote Indigenous communities 171 Broadcasting services in remote Indigenous communities 174 Further information about services in remote Indigenous communities 175 7 Economic benefits resulting from changes in telecommunications services 176 Developments in the telecommunications sector in 2006–07 178 Estimating benefits from telecommunications services 184 8 Contemporary issues in Australian communications 190 The digital divide—the debate to date and future directions 191 Trends in television audiences 194 The growth of mobility 200 Appendixes 204 Glossary 270 Index 284 6 | ACMA Communications Report 2006–07 02120 Comm Report 2006-07(internals)ƒ 28/2/08 11:13 AM Page 7 Chairman’s foreword I am pleased to present the ACMA Communications Report 2006–07, the second of ACMA’s communications reports to be published. The report provides a comprehensive survey of the Australian communications industry for 2006–07 and covers many aspects of the broadcasting, internet, radiocommunications and telecommunications industries. In so doing, the scope of the report also highlights ACMA’s broadening regulatory responsibilities and, in part, is a product of its increasing research and analytical capabilities. The report focuses on the communications industry’s performance in providing services to residential and business consumers, and on how the industry is meeting its regulatory obligations. The industry’s performance in providing consumer benefits and wider economic benefits is also assessed. The ACMA Communications Report 2006–07 includes insights into the geographic and technical diversity of Australia’s communications industry. Indirectly, it also provides an insight into the geographic and technical diversity of ACMA’s regulatory activities—from assessing service delivery in remote Indigenous communities to the protection of submarine communications cables in the waters off the Australian coast. From a consumer perspective,