Landline & Voice Services in RRR Australia

Why BIRRR has developed this fact sheet

It has come to BIRRR’s attention that some wholesale providers of copper-based and High Capacity Radio Concentrator (HCRC) landline services are ceasing contracts, requiring customers to churn (change) to another provider to retain their traditional landline/voice service.

As legacy technologies are phased out and new delivery methods introduced, consumers are increasingly being told they must move to VoIP or cloud-based services. In many rural and remote areas, this advice is incorrect and inaccurate.

This fact sheet is designed to help you:

  • Understand your rights as a landline customer
  • Ask the right questions before churning/changing providers
  • Understand power, equipment, billing and number-porting (keeping your number) implications
  • Consider resilience and redundancy, particularly in areas with limited or no mobile coverage

BIRRR does not recommend relying on a single technology for all communications, particularly where there is no mobile coverage or frequent power outages.

Telstra’s Universal Service Obligation (USO) for landline services

Telstra is Australia’s USO provider and is required to ensure access to a Standard Telephone Service (STS) for all Australians.

In nbn Sky Muster Satellite and nbn Fixed Wireless mapped areas (even if you aren’t connected to these technologies):

  • Telstra must provide access to a voice (landline) service on request, the equipment needed for this service should be at no cost to the consumer, and the plan cost per month should be $50 (pensioner discounts and priority assist available).
  • Telstra may choose the technology used to deliver that service, however under the Copper Continuity Obligation (CCO) if you have been connected via a copper landline since July 2012 you have rights to retain this connection, except in extenuating circumstances.
  • A VoIP or cloud based voice service delivered over nbn Fixed Wireless or nbn Sky Muster is NOT a USO voice service

To meet the USO in these areas, Telstra typically uses:

  • Copper (where protected under the CCO)
  • High Capacity Radio Concentrator (HCRC) – also sometimes referred to as DCRS or RRADIO tower
  • 4G Fixed Wireless voice (uses the 4G mobile network)
  • USO Satellite voice
  • Telstra Starlink Voice.
  • NB: If you already have a Starlink connection and Telstra offers you a Starlink Voice service – ensure you get a new Starlink connection – do not use your existing one. Telstra will provide it at no cost to you.

Copper Continuity Obligation (CCO)

If your landline was connected via copper on or before 30 June 2012, Telstra has an obligation under the Copper Continuity Obligation to:

  • Repair and maintain your copper landline
  • Continue providing the service until at least 30 June 2032, except in exceptional circumstances, and only if a suitable and agreed replacement voice service is provided

⚠️ Importantly:

  • A VoIP service over nbn Fixed Wireless or nbn Sky Muster does NOT meet CCO or USO requirements
  • There is no government-mandated copper shutdown date in non-fixed-line NBN areas

Changing providers: what to consider

Telstra have an obligation to ensure access to voice/landline services, therefore if you have been contacted by your existing provider that you need to change, Telstra should be the first point of call to enquire about getting the voice service/landline transferred.

1. Number portability

You generally have the right to keep your existing landline number, provided:

  • The service is active
  • The number is in the same geographic numbering area
  • The gaining provider supports inbound ports for that service type

⚠️ Do not cancel your existing service before checking with your new provider that you can keep the same number (if required).

2. Technology choice

In some cases, Telstra may be permitted to change the technology used to deliver your landline, particularly where your service (such as HCRC or USO Satellite) is not protected by the CCO.

If you are being moved to a new technology, ask:

  • Is this a USO-compliant voice service?
  • Is it independent of nbn Fixed Wireless or nbn Satellite broadband services?
  • What happens during power outages?
  • Ask to ensure you can keep/port your existing number
  • What changes of equipment do you need ? NB: This should not be at a cost to you.

3. Power requirements (critical)

Most newer voice services:

  • Require mains power. This is a major change from traditional copper landlines and HCRC towers, which carried power from the exchange or via solar and batteries at the tower.
  • Will not work during extended outages unless additional backup, such as a generator, solar batteries or power cube, is installed. Some services, such as 4G fixed wireless, are also dependent on power at the tower and will not work if there is a power outage affecting the local tower.

NB: Telstra may provide a battery backup for Priority Assist Customers – if you have a medical priority voice service you will need to check this with Telstra.

If you live in an area prone to power failures/outages BIRRR recommends a non-powered phone (cordless phones will not work during power outages), which can be purchased from Telstra here for $48 and an Uninterruptible Power Supply for the Telstra Smart Modem which can be purchased from Telstra here for $120, this provides a power back up of approximately four hours. You can also purchase power redundancy options and non – powered phones from other suppliers such as Harvey Norman, Officeworks, JB Hi-Fi etc.

If you require a longer length power solution a power station like the Energizer Everest 1100 Power Station, will provide power redundancy for your Telstra Smart Modem for 12 – 18 hours, a solar panel can also be added to the power station to enable charging via solar. Available from Mitre 10, Bunnings and other retail stores. BIRRR recommends a Google Search to find the current best available price (typically around $1000).

4. Equipment, billing & redundancy

A change in technology may also mean:

  • New customer equipment (however this should be at no cost to the consumer)
  • New billing structures or plans or a requirement to redo identification processes.
  • Changes to priority assistance eligibility or a requirement to recomplete the eligibility forms
  • Reduced redundancy if voice and data rely on the same network and you have no mobile coverage.

BIRRR strongly recommends maintaining diverse communication pathways where possible. If you have no mobile coverage at your location please ensure you have two separate connections, so that in the event one stops working, you have a backup service.

Key takeaways

  • Copper landlines in nbn Satellite and Fixed Wireless areas are not currently being shut down
  • Telstra has ongoing obligations under the USO and CCO, however Government are currently reviewing these obligations
  • VoIP (Voice Over Internet) over nbn Satellite or Fixed Wireless is not a USO voice service
  • Do not assume advice from providers is correct — ask questions, post on BIRRR if you are unsure or reach out to the Telecommunications Industry Ombudsman
  • Resilience, power and redundancy matter in rural and remote areas

More information on the USO:
https://www.telstra.com.au/consumer-advice/customer-service/universal-service-obligation

Landline Phones and the Universal Service Obligation (USO)
Telstra NGWL Migration

Developed for BIRRR by numerous volunteers in conjunction with Telstra and the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts, updated 22/12/25

*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your landline service.