Connectivity Challenges in Australia: The Plight of the ‘Missing Middle’

Australians heavily depend on their smartphones and the internet for various aspects of life, including education, business, socializing, and emergencies. Unfortunately, the recent Triple Zero outage experienced by Optus sheds light on the dire consequences of network outages—consequences that can indeed be fatal.

However, the issues extend beyond just Triple Zero outages. The latest annual report by the Telecommunications Industry Ombudsman reveals a significant rise in complaints regarding network connectivity issues compared to the previous financial year. To illustrate, there was a nearly 70% increase in complaints about “no phone or internet service,” while complaints about “poor mobile coverage” surged by over 25%.

When discussing connectivity troubles, people often envision remote regions like inland cattle stations or Indigenous communities in Australia. Factors such as language barriers, affordability, and age can also influence access to reliable connectivity. However, our research indicates a glaring oversight—many suburban and regional populations experience worse connectivity outcomes than some remote areas.

Understanding ‘Digital Inclusion’

Digital inclusion focuses on ensuring that all Australians, irrespective of their background or location, have access to affordable, quality telecommunications and possess the necessary skills to make the most of these connections. This issue is especially crucial in the context of climate change, as reliable telecommunications are vital during emergencies and natural disasters.

Our 2023 study on emergency preparedness among rural residents highlighted the pivotal role of sustained telecommunications connectivity, particularly during crises. Connectivity allows individuals to stay informed through online community forums and ensures they can reach emergency services like Triple Zero when needed. Post-disaster, the internet becomes essential for applying for financial assistance.

Natural disasters do not discriminate; they have impacted urban areas, the edges of cities, and key regional centers alike.

Geography vs. Connectivity

Despite a focus on solving access issues, it’s clear that simply having access is not enough. Our investigations conducted across urban, regional, and rural Australia between 2021 and 2024 reveal that location alone does not determine the quality of connectivity.

In fact, some remote areas can have better telecommunications services than certain outer regional or suburban areas. This shows that geography is not the sole factor influencing digital inclusion levels. Instead, a combination of socioeconomic factors can significantly affect connectivity.

For instance, some individuals might struggle to afford adequate connectivity solutions, often requiring multiple SIM cards to manage unreliable networks. Additionally, infrastructure investment can be uneven, with major towns enjoying excellent coverage while surrounding satellite areas remain underserved.

Voices of the ‘Missing Middle’

Insights from 5G mobile consumers in suburban and regional Victoria illustrate the experience of this “missing middle” population. One participant from Gippsland stated:

“I can be in the main street of a main regional town and not have reception.”

Another participant expressed that it was “less than ideal” for there to be patches between two towns where no reception was available. A third shared the sentiment that it should be reasonable to expect reliable service during a 30km drive.

These connectivity issues are not confined to regional areas. Residents of new housing developments on Melbourne’s outskirts reported barely any mobile coverage, rendering their phones “just not usable.”

Dubbo serves as another example where, despite being a major regional hub, the local population experiences unreliable connections. First Nations organizations there have faced similar challenges, where slow network speeds hinder their operations.

Call for a Targeted Approach

While significant improvements to connectivity have been made in recent years—the completion of the National Broadband Network (NBN) in 2020, Federal initiatives like the Regional Connectivity Program, and new entrants such as Starlink—issues for the ‘missing middle’ remain largely unaddressed.

Current policy solutions tend to overlook the complex needs of populations and visitors who use these digital services. Additionally, there is often a fragmented approach to telecommunications options, making it challenging to provide a streamlined service to those affected.

To combat these challenges effectively, there’s an urgent need to expand our understanding of the ‘missing middle’ and focus on areas with diverse connectivity requirements. This shift will facilitate a better response to the telecommunication needs of all Australians.

Written by James Meese, Associate Professor, School of Media and Communication, RMIT University; Amber Marshall, Lecturer, Department of Management, Griffith University; Holly Randell-Moon, Senior Lecturer, School of Indigenous Australian Studies, Charles Sturt University; Jenny Kennedy, Associate Professor, Media and Communications, RMIT University; and Rowan Wilken, Associate Professor, Media and Communication, RMIT University.