The ACCC welcomes a new industry standard for mobile phone coverage maps, and urges mobile providers to ensure their network coverage claims are accurate and do not mislead consumers.
The Telecommunications (Mobile Network Coverage Maps) Industry Standard 2026 (Standard) introduced by the Australian Communications and Media Authority requires mobile providers to publish clear and consistent 4G and 5G coverage maps across Australia using a standard method.
“This new Standard is an important step because it will provide consumers with coverage maps showing varying levels of coverage quality in different areas. The maps will reflect where consumers can reasonably expect reliable service, rather than simply where a signal might be available,” ACCC Deputy Chair Catriona Lowe said.
“We know reliable mobile coverage is essential, particularly in regional, rural and remote communities where people depend on their mobile services to stay connected and access important services, including emergency services.”
“The new Standard means coverage can be more easily compared between providers, enabling consumers to use these maps when purchasing a mobile service to make sure they choose one that meets their needs,” Ms Lowe said.
“While the new Standard does not expressly cover geographical coverage claims, the ACCC expects mobile providers to align these claims with the mobile coverage maps published under the Standard, to respect consumers’ need for clear, consistent and accurate coverage information.”
As the new coverage maps may influence consumers’ expectations about what coverage means, the ACCC will consider whether geographical coverage claims align with published mobile coverage maps as part of its assessment of future complaints that certain coverage claims are misleading.
The ACCC has also finalised its consideration of a complaint made by TPG Telecom in May 2025 about geographical coverage claims published on Telstra’s website, including that Telstra’s mobile network ‘covers more Australians over an area of 3 million square kilometres’.
After careful consideration and analysis of the material we obtained during our in-depth investigation, the ACCC has decided not to take further action on these geographical coverage claims at this time.
We have reached this position based on the technical complexity and evidentiary challenges in establishing that these claims were false or misleading, in part because they were made at a time when there was no consistent way to assess mobile coverage.
A key objective of any enforcement action in relation to this matter would have been to ensure greater transparency for consumers about mobile coverage representations.
The Standard will help to address this by setting a consistent standard for coverage maps across the sector, which will assist the ACCC’s consideration of future complaints about false or misleading coverage claims.
“We remain concerned about ongoing coverage issues, and we continue to receive a significant number of complaints from consumers, including about patchy service and the accuracy of coverage maps,” Ms Lowe said.
“We will continue to consider providers’ claims about coverage and will take enforcement action where appropriate.”
Background
The Telecommunications (Mobile Network Coverage Maps) Industry Standard 2026 commenced on 31 March 2026 and is managed by the Australian Media and Communications Authority.
The Standard requires mobile providers to publish standardised 4G and 5G coverage maps from 30 June 2026.
Maps must be updated at least every three months to reflect changes in network coverage.
The Standard labels coverage areas as good, moderate, basic, or no coverage based on signal strength (consistent with international standards).
The Standard does not include obligations regarding broader coverage claims made in advertising and other promotional material.
The ACCC has previously acted where providers have made misleading representations about telecommunications services, including:
- October 2025: Telstra fined $18 million for misleading Belong customers over broadband speed claims
- September 2025: Federal Court orders Optus to pay $100m penalty for unconscionable conduct
