For many people living in rural, regional and remote Australia, a reliable home phone remains an important communications service, particularly in areas with limited or no mobile coverage. The technology used to deliver some home phone services is changing, but important consumer protections still apply to Standard Telephone Services (STS), under the Universal Service Obligation (USO).
This page explains what the USO is, what consumers are entitled to, and where to find information about current landline migrations and service exits.
What is the Universal Service Obligation?
The Universal Service Obligation (USO) is a long-standing consumer safeguard designed to ensure Australians can access a fixed voice service regardless of where they live or work. The USO is particularly important in rural and remote areas where consumers may have limited or no mobile coverage and fewer alternative communications options.
Telstra is currently Australia’s primary universal service provider and is required to supply a Standard Telephone Service (STS) on reasonable request to premises in nbn Satellite and nbn Fixed Wireless areas (even if you are not connected to these nbn technologies). This is both a statutory and contractual obligation. The Australian Government is considering how universal telecommunications services should be modernised as technologies change. However, the current USO voice obligations remain in place until June 2032 or until USO reform/modernisation occurs.
What is a Standard Telephone Service (STS)?
A Standard Telephone Service is the home phone/voice service (also referred to as landline phone) supplied under the USO. USO voice services include important service features and consumer protections features such as:
- access to local, national and international calls;
- national pricing – USO voice services are offered at the same standard price regardless of where you live in Australia;
- untimed local calls;
- 24-hour free access to emergency service numbers;
- a unique telephone number;
- access to Priority Assistance for eligible customers; and
- Customer Service Guarantee (CSG) protections relating to connection, repair and appointments.
How are USO Services delivered?
Whilst the USO is an obligation to provide a voice service, Telstra can use a mix of technologies to deliver that service. However, in areas covered by the Copper Continuity Obligation (CCO), Telstra is required to maintain the copper network and continue to make copper-based voice services available.
Copper Voice Services
Traditional fixed-line telephone services delivered over Telstra’s copper network, additional protections may apply under the Copper Continuity Obligation (CCO). Traditional fixed-line telephone services delivered over Telstra’s copper network. Eligible copper services have additional protections under the Copper Continuity Obligation (CCO), which requires Telstra to maintain the copper network and continue to make copper-based voice services available in CCO areas until 2032, unless regulatory arrangements change through USO modernisation.
Learn more here ➡️ Copper Landlines & the Copper Continuity Obligation
HCRC / CAN Radio
High Capacity Radio Concentrator (HCRC), also known as CAN Radio, has historically provided fixed telephone services to some remote properties. Telstra is retiring the HCRC network and migrating affected customers to replacement USO voice technologies by 16 November 2027.
Learn more here ➡️ CAN Radio / HCRC Migration Guide
4G Fixed Wireless Voice
A fixed home phone service delivered using Telstra’s 4G mobile network. This service requires suitable Telstra 4G coverage and power at the premises to operate.
Learn more here ➡️ 4G Fixed Wireless Voice – Consumer Guide
Telstra Satellite Voice (powered by Starlink)
A fixed home phone service delivered using the Starlink satellite network and Telstra-supplied equipment. The service requires power at the premises and a suitable location for the satellite antenna with a clear view of the sky.
Learn more here ➡️ Telstra Satellite Voice – Consumer Guide
Other USO delivery technologies
Telstra can also use fibre and existing USO Satellite services to deliver voice services in some locations, although these services are less commonly used. Existing USO Satellite services are separate from the newer Telstra Satellite Voice service powered by Starlink. BIRRR has requested further information from Telstra about the future of existing USO Satellite services and will update this information when further details are available.
As ageing networks are retired, Telstra is offering newer replacement technologies to some customers. It is important that consumers understand the power, resilience and operating requirements of any replacement voice service before migrating.
⚠️ Important – VoIP is not the same as a USO voice service: A VoIP or cloud-based voice service delivered over nbn Fixed Wireless, nbn Satellite or a Starlink service purchased directly from Starlink is not, by itself, a USO voice service and does not replace Telstra’s USO obligations.
For consumers with an eligible copper service, choosing or having access to a VoIP service also does not, by itself, remove Telstra’s obligations under the Copper Continuity Obligation (CCO). There is no government-mandated copper shutdown date in nbn fixed wireless and satellite mapped areas.
What is the Copper Continuity Obligation (CCO)?
Some copper voice services have additional protections under the Copper Continuity Obligation (CCO), which operates alongside the broader USO. If you have an existing copper landline, don’t assume that the availability of another technology means your copper service can automatically be disconnected or replaced. Specific obligations apply to Telstra in areas covered by the CCO.
For eligibility, timeframes, Telstra’s obligations and what to do if you’re being asked to move from copper, read ➡️ Copper Landlines & Copper Continuity Obligation
Connection & Repair Timeframes
USO voice services are protected by the Customer Service Guarantee (CSG), regardless of the technology Telstra uses to deliver the service. The CSG sets maximum timeframes for connecting a Standard Telephone Service, repairing faults and keeping appointments. If Telstra fails to meet these timeframes, compensation may be payable to the customer.
➡️ Read BIRRR’s Home Phone Connection, Faults & Repairs Guide
Priority Assistance
Telstra Priority Assistance provides additional protections for eligible customers who have a diagnosed life-threatening medical condition and rely on their home phone service. Priority Assistance can include faster connection and fault-repair arrangements.
Read ➡️ Telstra Priority Assistance information
Is Your Landline or Home Phone Changing?
A number of technology migrations and network changes are affecting home phone services in rural, regional and remote Australia. If you receive correspondence telling you that your service is changing or ending, make sure you understand your current service, the proposed replacement technology and the consumer protections that apply before agreeing to any change.
➡️ CAN Radio / HCRC Migration Guide
➡️ Copper Landlines & Copper Continuity Obligation
➡️ NGWL Migration – Historical Information
Getting Help or Raising Concerns
Having trouble ordering a service, dealing with a fault, experiencing migration issues or concerned about changes to your voice service?
➡️ Read BIRRR’s Guide to Getting Help or Raising Concerns
Disclaimer: This information was prepared by Better Internet for Rural, Regional & Remote Australia (BIRRR) and updated in August 2026 as a general consumer information resource. Information, regulatory requirements, service arrangements, timeframes and compensation amounts may change. BIRRR recommends confirming current information with your service provider, the ACMA or relevant Australian Government agency. This information is general in nature and does not constitute legal advice.