Latest news with #KieranCooney
Daily Mail
19-05-2025
- Business
- Daily Mail
Telstra rocked by explosive claims by major rival that has customers fuming
Consumer and farming groups want an investigation into claims Australia's biggest telecommunications company is misleading customers by inflating claims of its network reach. In allegations from rival telco Vodafone, Telstra is accused of 'dramatically' overstating its reach by as much as 40 per cent for more than a decade. Vodafone and parent company TPG Telecom said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater usually installed on a vehicle or building. Telstra says the allegations are untrue and is standing by its coverage claims. TPG said network coverage claims should be based on the signal strength a mobile phone would usually get without extra devices. The allegations were alarming and would have cost TPG customers, group executive Kieran Cooney said. 'It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone,' he said. 'Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment.' TPG alleged Telstra claimed its mobile network was about one million square kilometres greater than it really was and covered 99.7 per cent of the population based on using an antenna and repeater. Telstra is adamant its network claims and measurement methods are reliable. It said customers had always been able to determine their level of coverage with and without an external antenna using its coverage maps. 'Many customers in regional and remote areas benefit from using external antennas to maximise their coverage (and) this is why we have used this as the basis for our coverage footprint,' a Telstra spokesperson told AAP. 'No matter how you look at it, Telstra's mobile network covers more of Australia than any other. 'Any suggestion that we've misled the public about the size of our network is completely untrue.' The telco recently updated its coverage claims to note the 99.7 per cent mark required an external antenna. Some primary producers were beginning to lose faith in the telco and online coverage maps were unreliable, Australian Farmers Federation telecommunications committee chair Peter Thompson said. 'The maximise coverage version is false,' he said. 'The standard map shows pretty well signal coverage if you have boosters and antennas, but the issue is the fact that just because you have signal, it doesn't mean you have signal that is usable.' The Australian Communications Consumer Action Network, the peak advocacy group for telco consumers, said people living in regional and remote areas would pay extra for Telstra service because they believed it was the only option for reliable coverage. 'If this allegation is true - and the coverage advantage is not as big as people have been led to believe - regional consumers would be forgiven for feeling betrayed,' network chief executive Carol Bennett said. 'When consumers are misled, markets are distorted and trust is eroded.' University of Sydney Law School competition and contract law expert Yane Svetiev said if an external antenna was needed for coverage in remote and regional areas and was not disclosed, it may amount to misleading and deceptive conduct 'regardless of whether people do indeed have or use such antennas'. TPG has reported Telstra to the consumer watchdog, calling for a regulatory investigation and threatening legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it was considering the claims, but would not confirm an investigation into Telstra.
The Advertiser
19-05-2025
- Business
- The Advertiser
Telstra accused of beating around the bush on coverage
Consumer and farming groups want an investigation into claims Australia's biggest telecommunications company is misleading customers by inflating claims of its network reach. In allegations from rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone and parent company TPG Telecom said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater usually installed on a vehicle or building. Telstra says the allegations are untrue and is standing by its coverage claims. TPG said network coverage claims should be based on the signal strength a mobile phone would usually get without extra devices. The allegations were alarming and would have cost TPG customers, group executive Kieran Cooney said. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." TPG alleged Telstra claimed its mobile network was about one million square kilometres greater than it really was and covered 99.7 per cent of the population based on using an antenna and repeater. Telstra is adamant its network claims and measurement methods are reliable. It said customers had always been able to determine their level of coverage with and without an external antenna using its coverage maps. "Many customers in regional and remote areas benefit from using external antennas to maximise their coverage (and) this is why we have used this as the basis for our coverage footprint," a Telstra spokesperson told AAP. "No matter how you look at it, Telstra's mobile network covers more of Australia than any other. "Any suggestion that we've misled the public about the size of our network is completely untrue." The telco recently updated its coverage claims to note the 99.7 per cent mark required an external antenna. Some primary producers were beginning to lose faith in the telco and online coverage maps were unreliable, Australian Farmers Federation telecommunications committee chair Peter Thompson said. "The maximise coverage version is false," he said. "The standard map shows pretty well signal coverage if you have boosters and antennas, but the issue is the fact that just because you have signal, it doesn't mean you have signal that is usable." The Australian Communications Consumer Action Network, the peak advocacy group for telco consumers, said people living in regional and remote areas would pay extra for Telstra service because they believed it was the only option for reliable coverage. "If this allegation is true - and the coverage advantage is not as big as people have been led to believe - regional consumers would be forgiven for feeling betrayed," network chief executive Carol Bennett said. "When consumers are misled, markets are distorted and trust is eroded." University of Sydney Law School competition and contract law expert Yane Svetiev said if an external antenna was needed for coverage in remote and regional areas and was not disclosed, it may amount to misleading and deceptive conduct "regardless of whether people do indeed have or use such antennas". TPG has reported Telstra to the consumer watchdog, calling for a regulatory investigation and threatening legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it was considering the claims, but would not confirm an investigation into Telstra. Consumer and farming groups want an investigation into claims Australia's biggest telecommunications company is misleading customers by inflating claims of its network reach. In allegations from rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone and parent company TPG Telecom said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater usually installed on a vehicle or building. Telstra says the allegations are untrue and is standing by its coverage claims. TPG said network coverage claims should be based on the signal strength a mobile phone would usually get without extra devices. The allegations were alarming and would have cost TPG customers, group executive Kieran Cooney said. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." TPG alleged Telstra claimed its mobile network was about one million square kilometres greater than it really was and covered 99.7 per cent of the population based on using an antenna and repeater. Telstra is adamant its network claims and measurement methods are reliable. It said customers had always been able to determine their level of coverage with and without an external antenna using its coverage maps. "Many customers in regional and remote areas benefit from using external antennas to maximise their coverage (and) this is why we have used this as the basis for our coverage footprint," a Telstra spokesperson told AAP. "No matter how you look at it, Telstra's mobile network covers more of Australia than any other. "Any suggestion that we've misled the public about the size of our network is completely untrue." The telco recently updated its coverage claims to note the 99.7 per cent mark required an external antenna. Some primary producers were beginning to lose faith in the telco and online coverage maps were unreliable, Australian Farmers Federation telecommunications committee chair Peter Thompson said. "The maximise coverage version is false," he said. "The standard map shows pretty well signal coverage if you have boosters and antennas, but the issue is the fact that just because you have signal, it doesn't mean you have signal that is usable." The Australian Communications Consumer Action Network, the peak advocacy group for telco consumers, said people living in regional and remote areas would pay extra for Telstra service because they believed it was the only option for reliable coverage. "If this allegation is true - and the coverage advantage is not as big as people have been led to believe - regional consumers would be forgiven for feeling betrayed," network chief executive Carol Bennett said. "When consumers are misled, markets are distorted and trust is eroded." University of Sydney Law School competition and contract law expert Yane Svetiev said if an external antenna was needed for coverage in remote and regional areas and was not disclosed, it may amount to misleading and deceptive conduct "regardless of whether people do indeed have or use such antennas". TPG has reported Telstra to the consumer watchdog, calling for a regulatory investigation and threatening legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it was considering the claims, but would not confirm an investigation into Telstra. Consumer and farming groups want an investigation into claims Australia's biggest telecommunications company is misleading customers by inflating claims of its network reach. In allegations from rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone and parent company TPG Telecom said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater usually installed on a vehicle or building. Telstra says the allegations are untrue and is standing by its coverage claims. TPG said network coverage claims should be based on the signal strength a mobile phone would usually get without extra devices. The allegations were alarming and would have cost TPG customers, group executive Kieran Cooney said. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." TPG alleged Telstra claimed its mobile network was about one million square kilometres greater than it really was and covered 99.7 per cent of the population based on using an antenna and repeater. Telstra is adamant its network claims and measurement methods are reliable. It said customers had always been able to determine their level of coverage with and without an external antenna using its coverage maps. "Many customers in regional and remote areas benefit from using external antennas to maximise their coverage (and) this is why we have used this as the basis for our coverage footprint," a Telstra spokesperson told AAP. "No matter how you look at it, Telstra's mobile network covers more of Australia than any other. "Any suggestion that we've misled the public about the size of our network is completely untrue." The telco recently updated its coverage claims to note the 99.7 per cent mark required an external antenna. Some primary producers were beginning to lose faith in the telco and online coverage maps were unreliable, Australian Farmers Federation telecommunications committee chair Peter Thompson said. "The maximise coverage version is false," he said. "The standard map shows pretty well signal coverage if you have boosters and antennas, but the issue is the fact that just because you have signal, it doesn't mean you have signal that is usable." The Australian Communications Consumer Action Network, the peak advocacy group for telco consumers, said people living in regional and remote areas would pay extra for Telstra service because they believed it was the only option for reliable coverage. "If this allegation is true - and the coverage advantage is not as big as people have been led to believe - regional consumers would be forgiven for feeling betrayed," network chief executive Carol Bennett said. "When consumers are misled, markets are distorted and trust is eroded." University of Sydney Law School competition and contract law expert Yane Svetiev said if an external antenna was needed for coverage in remote and regional areas and was not disclosed, it may amount to misleading and deceptive conduct "regardless of whether people do indeed have or use such antennas". TPG has reported Telstra to the consumer watchdog, calling for a regulatory investigation and threatening legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it was considering the claims, but would not confirm an investigation into Telstra. Consumer and farming groups want an investigation into claims Australia's biggest telecommunications company is misleading customers by inflating claims of its network reach. In allegations from rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone and parent company TPG Telecom said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater usually installed on a vehicle or building. Telstra says the allegations are untrue and is standing by its coverage claims. TPG said network coverage claims should be based on the signal strength a mobile phone would usually get without extra devices. The allegations were alarming and would have cost TPG customers, group executive Kieran Cooney said. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." TPG alleged Telstra claimed its mobile network was about one million square kilometres greater than it really was and covered 99.7 per cent of the population based on using an antenna and repeater. Telstra is adamant its network claims and measurement methods are reliable. It said customers had always been able to determine their level of coverage with and without an external antenna using its coverage maps. "Many customers in regional and remote areas benefit from using external antennas to maximise their coverage (and) this is why we have used this as the basis for our coverage footprint," a Telstra spokesperson told AAP. "No matter how you look at it, Telstra's mobile network covers more of Australia than any other. "Any suggestion that we've misled the public about the size of our network is completely untrue." The telco recently updated its coverage claims to note the 99.7 per cent mark required an external antenna. Some primary producers were beginning to lose faith in the telco and online coverage maps were unreliable, Australian Farmers Federation telecommunications committee chair Peter Thompson said. "The maximise coverage version is false," he said. "The standard map shows pretty well signal coverage if you have boosters and antennas, but the issue is the fact that just because you have signal, it doesn't mean you have signal that is usable." The Australian Communications Consumer Action Network, the peak advocacy group for telco consumers, said people living in regional and remote areas would pay extra for Telstra service because they believed it was the only option for reliable coverage. "If this allegation is true - and the coverage advantage is not as big as people have been led to believe - regional consumers would be forgiven for feeling betrayed," network chief executive Carol Bennett said. "When consumers are misled, markets are distorted and trust is eroded." University of Sydney Law School competition and contract law expert Yane Svetiev said if an external antenna was needed for coverage in remote and regional areas and was not disclosed, it may amount to misleading and deceptive conduct "regardless of whether people do indeed have or use such antennas". TPG has reported Telstra to the consumer watchdog, calling for a regulatory investigation and threatening legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it was considering the claims, but would not confirm an investigation into Telstra.
7NEWS
19-05-2025
- Business
- 7NEWS
‘Telstra has tricked Australians': Vodafone and TPG allege telco rival inflated mobile coverage claims for over a decade
Australia's biggest telecommunications company is facing allegations it misled customers by inflating claims of how far its network reached. Telstra is accused of 'dramatically' overstating its reach by as much as 40 per cent for more than a decade, in claims levelled by rival telco Vodafone. Vodafone, along with parent company TPG Telecom, said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater that is usually installed on a vehicle or building. The rivals said network coverage claims should be based on signal strength a mobile phone would usually get without any extra devices. TPG group executive Kieran Cooney said the allegations were 'alarming' and would have cost his company customers. 'It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone,' he said. 'We are calling on them to make it right ... Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment.' 'Roughly the size of NSW, VIC and ACT combined' TPG alleged Telstra misleadingly claimed to provide mobile coverage spanning the equivalent of the southeast of Australia, by basing its figures on the use of an antenna and repeater. 'Telstra and its secondary brand, Boost Mobile, appear to have been overstating the network coverage most Australians will experience by nearly 1,000,000sqkm — roughly the size of NSW, VIC and ACT combined,' Vodafone said. It also said the network covered 99.7 per cent of the population based on using those same devices. Telstra recently updated its coverage claims to note that the 99.7 per cent mark required an external antenna. The telco has been contacted for comment. Telstra snaps back, acknowledges antenna claims A Telstra spokesperson told that while it had based its coverage footprint on having an antenna, it stood by its measurement and said there is no standardised way to measure network reach in advertisements. 'Many customers in regional and remote areas benefit from using external antennas to maximise their coverage. This is why we have used this as the basis for our coverage footprint,' the spokesperson said. 'Any suggestion that we've misled the public about the size of our network is completely untrue.' The telco said that customers 'have always been able to determine our level of coverage with and without an external antenna' when using the coverage maps. 'So, they always knew what to expect based on the device they're using.' But the telco confirmed it has now tweaked its website to make it clearer. 'Now that Vodafone has communicated to us how it's chosen to calculate its coverage footprint, to help the public understand the difference, we're highlighting that our 3 million sqkm of coverage is based on using an external antenna,' the spokesperson said. They also slammed Vodafone and the telco's comparative coverage. 'No matter how you look at it, Telstra's mobile network covers more of Australia than any other,' the spokesperson said. 'Using coverage maps, people can see the many towns, highways and places where we've invested to provide coverage and Vodafone hasn't. 'We're all for transparency and industry consistency in how we report coverage and would gladly put our maps up, side-by-side, so that Australians can see the difference. 'On any measure, Telstra's network is at least one million sqkm larger than Vodafone's — that's an area more than 14 times the size of Tasmania.' It is unclear whether that one million sqkm coverage advantage on Vodafone is available to Telstra's mobile customers without an antenna, and has requested further clarity on that point. Telco reported to watchdog TPG has reported Telstra to the consumer watchdog, called for a regulatory investigation and threatened legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it was considering the claims but would not confirm an investigation into Telstra. 'Mobile operators do not have a standardised or consistent approach to the coverage maps they publish via their websites and in advertising,' a spokeswoman said. 'We continue to urge mobile operators to provide comparable coverage maps … there is no legal requirement for mobile network operators to provide this, but the ACCC has been advocating for more transparency for consumers for some time.' Australians living in regional and remote areas would pay extra for Telstra service because they believe it is the only option for reliable coverage, a consumer group said. 'If this allegation is true – and the coverage advantage is not as big as people have been led to believe – regional consumers would be forgiven for feeling betrayed,' Australian Communications Consumer Action Network chief executive Carol Bennett said. 'When consumers are misled, markets are distorted, and trust is eroded.'
The Advertiser
19-05-2025
- Business
- The Advertiser
Vodafone alleges Telstra inflated its coverage claims
Australia's biggest telecommunications company is facing allegations it misled customers by inflating claims of how far its network reached. In claims levelled by rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone, along with parent company TPG Telecom, said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater that is usually installed on a vehicle or building. Its rival said network coverage claims should be based on signal strength a mobile phone would usually get without any extra devices. TPG group executive Kieran Cooney said the allegations were "alarming" and would have cost his company customers. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "We are calling on them to make it right ... Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." Specifically, TPG alleged Telstra claimed its mobile network was around one million square kilometres greater than it was because it based its figures on the use of an antenna and repeater. It also said the network covered 99.7 per cent of the population based on using those same devices. Telstra recently updated its coverage claims to note that the 99.7 per cent mark required an external antenna. The telco has been contacted for comment. TPG has reported Telstra to the consumer watchdog, called for a regulatory investigation and threatened legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it is considering the claims but would not confirm an investigation into Telstra. "Mobile operators do not have a standardised or consistent approach to the coverage maps they publish via their websites and in advertising," a spokeswoman said. "We continue to urge mobile operators to provide comparable coverage maps … there is no legal requirement for mobile network operators to provide this, but the ACCC has been advocating for more transparency for consumers for some time." Australians living in regional and remote areas would pay extra for Telstra service because they believe it is the only option for reliable coverage, a consumer group said. "If this allegation is true – and the coverage advantage is not as big as people have been led to believe – regional consumers would be forgiven for feeling betrayed," Australian Communications Consumer Action Network chief executive Carol Bennett said. "When consumers are misled, markets are distorted, and trust is eroded." Australia's biggest telecommunications company is facing allegations it misled customers by inflating claims of how far its network reached. In claims levelled by rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone, along with parent company TPG Telecom, said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater that is usually installed on a vehicle or building. Its rival said network coverage claims should be based on signal strength a mobile phone would usually get without any extra devices. TPG group executive Kieran Cooney said the allegations were "alarming" and would have cost his company customers. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "We are calling on them to make it right ... Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." Specifically, TPG alleged Telstra claimed its mobile network was around one million square kilometres greater than it was because it based its figures on the use of an antenna and repeater. It also said the network covered 99.7 per cent of the population based on using those same devices. Telstra recently updated its coverage claims to note that the 99.7 per cent mark required an external antenna. The telco has been contacted for comment. TPG has reported Telstra to the consumer watchdog, called for a regulatory investigation and threatened legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it is considering the claims but would not confirm an investigation into Telstra. "Mobile operators do not have a standardised or consistent approach to the coverage maps they publish via their websites and in advertising," a spokeswoman said. "We continue to urge mobile operators to provide comparable coverage maps … there is no legal requirement for mobile network operators to provide this, but the ACCC has been advocating for more transparency for consumers for some time." Australians living in regional and remote areas would pay extra for Telstra service because they believe it is the only option for reliable coverage, a consumer group said. "If this allegation is true – and the coverage advantage is not as big as people have been led to believe – regional consumers would be forgiven for feeling betrayed," Australian Communications Consumer Action Network chief executive Carol Bennett said. "When consumers are misled, markets are distorted, and trust is eroded." Australia's biggest telecommunications company is facing allegations it misled customers by inflating claims of how far its network reached. In claims levelled by rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone, along with parent company TPG Telecom, said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater that is usually installed on a vehicle or building. Its rival said network coverage claims should be based on signal strength a mobile phone would usually get without any extra devices. TPG group executive Kieran Cooney said the allegations were "alarming" and would have cost his company customers. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "We are calling on them to make it right ... Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." Specifically, TPG alleged Telstra claimed its mobile network was around one million square kilometres greater than it was because it based its figures on the use of an antenna and repeater. It also said the network covered 99.7 per cent of the population based on using those same devices. Telstra recently updated its coverage claims to note that the 99.7 per cent mark required an external antenna. The telco has been contacted for comment. TPG has reported Telstra to the consumer watchdog, called for a regulatory investigation and threatened legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it is considering the claims but would not confirm an investigation into Telstra. "Mobile operators do not have a standardised or consistent approach to the coverage maps they publish via their websites and in advertising," a spokeswoman said. "We continue to urge mobile operators to provide comparable coverage maps … there is no legal requirement for mobile network operators to provide this, but the ACCC has been advocating for more transparency for consumers for some time." Australians living in regional and remote areas would pay extra for Telstra service because they believe it is the only option for reliable coverage, a consumer group said. "If this allegation is true – and the coverage advantage is not as big as people have been led to believe – regional consumers would be forgiven for feeling betrayed," Australian Communications Consumer Action Network chief executive Carol Bennett said. "When consumers are misled, markets are distorted, and trust is eroded." Australia's biggest telecommunications company is facing allegations it misled customers by inflating claims of how far its network reached. In claims levelled by rival telco Vodafone, Telstra is accused of "dramatically" overstating its reach by as much as 40 per cent for more than a decade. Vodafone, along with parent company TPG Telecom, said Telstra advertised its coverage based on a signal strength customers could only get if they used a special external antenna and a powered repeater that is usually installed on a vehicle or building. Its rival said network coverage claims should be based on signal strength a mobile phone would usually get without any extra devices. TPG group executive Kieran Cooney said the allegations were "alarming" and would have cost his company customers. "It appears Telstra has tricked Australians into paying top dollar for coverage they simply can't get on a regular mobile phone," he said. "We are calling on them to make it right ... Telstra's conduct could have misled consumers into believing they can get coverage in places that require special equipment." Specifically, TPG alleged Telstra claimed its mobile network was around one million square kilometres greater than it was because it based its figures on the use of an antenna and repeater. It also said the network covered 99.7 per cent of the population based on using those same devices. Telstra recently updated its coverage claims to note that the 99.7 per cent mark required an external antenna. The telco has been contacted for comment. TPG has reported Telstra to the consumer watchdog, called for a regulatory investigation and threatened legal action to stop the practice and potentially force a compensation payment. The Australian Competition and Consumer Commission said it is considering the claims but would not confirm an investigation into Telstra. "Mobile operators do not have a standardised or consistent approach to the coverage maps they publish via their websites and in advertising," a spokeswoman said. "We continue to urge mobile operators to provide comparable coverage maps … there is no legal requirement for mobile network operators to provide this, but the ACCC has been advocating for more transparency for consumers for some time." Australians living in regional and remote areas would pay extra for Telstra service because they believe it is the only option for reliable coverage, a consumer group said. "If this allegation is true – and the coverage advantage is not as big as people have been led to believe – regional consumers would be forgiven for feeling betrayed," Australian Communications Consumer Action Network chief executive Carol Bennett said. "When consumers are misled, markets are distorted, and trust is eroded."
The Australian
19-05-2025
- Business
- The Australian
Telstra misled customers on regional mobile coverage, Vodafone-owner TPG alleges
Vodafone owner TPG has accused Telstra of overstating its mobile coverage claim by about one million square kilometres – an area about the size of NSW, ACT and Victoria combined – saying its bigger rival has 'tricked Australians into paying top dollar' for more than a decade. Telstra has denied it has been misleading but has been forced to clarify the coverage it provides based on regular mobile phone use without customers having to spend thousands of dollars on antennas and other equipment. The allegations have attracted the attention of the competition watchdog which says telcos need to be upfront with customers about coverage claims. Farmers have also vented fury at Telstra, while an influential consumer advocacy group said 'regional customers could be forgiven for feeling betrayed'. TPG analysed coverage maps that Telstra provided to the Australian Competition & Consumer Commission. It found Telstra's long-held argument that it provided 'unrivalled' coverage of 3 million square kilometres – which chief executive Vicki Brady repeated as recently as February after TPG and Optus launched a $1.6bn network sharing deal – was grossly inflated. Telstra CEO Vicki Brady. Picture: John Feder TPG group executive in charge of consumers, Kieran Cooney TPG's analysis found that for about one million of those square kilometres, connectivity could only be accessed via special antennas and other equipment, which cost customers thousands of dollars. The problem, TPG says, is none of these extra costs have been disclosed, with customers believing all they need is their smartphone to access the coverage Telstra promises. Telstra has started to retreat from its claims. Its website now states that it covers 'one million square kilometres more than any other mobile network', dropping the three million claim. A Telstra spokesman said the telco had always calculated its coverage based on outdoor mobile and external antenna coverage. TPG's group executive in charge of consumers, Kieran Cooney, said Telstra has deliberately inflated the number and needed to 'come clean' with customers rather than just tweaking wording. Mr Cooney said many Australians have been 'tricked' into paying 'top dollar for coverage they simply can't get on a regular mobile phone'. 'They've got to be straight up with Australia and just tell customers what their actual mobile coverage is,' Mr Cooney said. 'We were looking at the coverage maps that they provide to the ACCC, and we were looking at that just using standard analysis compared to what they were saying coverage was, and it didn't make sense because it was so different. And it wasn't just a few per cent different, it was a 40 per cent difference. It's a gigantic amount. They've got to come clean.' Queensland farmer Peter Thompson spent $20,000 on equipment to access mobile coverage. TPG's analysis reflects the experience of Peter Thompson, who lives in Roma – about 480km northwest of Brisbane – and chairs the telecommunications committee of the National Farmers Federation. Mr Thompson said he had spent about $20,000 on antennas and other equipment to access coverage, which Telstra maps say he should be able to access just with his phone, following the shutdown of the 3G network. 'What everyone is finding is that they are definitely getting more signal – so definitely the coverage is greater – but the usability has gone to absolute shit,' Mr Thompson said. 'What we need is a map of where the thing works and where it doesn't. Our livelihood shouldn't be sort of part of some whiz-bang marketing crew trying to promote something. Just be open and honest about what you're putting up. Don't try and sell us something that isn't quite true.' Australian Communications Consumer Action Network chief executive Carol Bennett said the suggestion that Telstra had been overstating its coverage for more than a decade was 'serious and damaging'. 'Many Australians, particularly in regional and remote areas, sign up for expensive plans with Telstra because they believe it's the only option for reliable coverage,' Ms Bennett said. 'If this allegation is true – and the coverage advantage is not as big as people have been led to believe – regional consumers would be forgiven for feeling betrayed. The current wording on Telstra's website has removed references to the three million square kilometre claim. 'Consumers deserve accurate information about when and where they will receive coverage, the reliability of that service and the cost. When consumers are misled, markets are distorted, and trust is eroded.' An ACCC spokeswoman said the watchdog was considering TPG's claims. 'The ACCC recognises the importance of accurate mobile coverage claims, particularly for regional and remote consumers,' the spokeswoman said. 'We regularly engage with mobile operators on their coverage claims. 'Mobile operators do not have a standardised or consistent approach to the coverage maps they publish via their websites and in advertising. We continue to urge mobile operators to provide comparable coverage maps, which would enable consumers to compare mobile networks on a like-for-like basis.' TPG and Optus vowed to end Telstra's 'tax', when they launched their $1.6bn network sharing deal earlier this year. Telstra charges up to 24 per cent more for its mobile plans than its rivals and has justified its pricing based on the scale of its network. A screenshot of Telstra's website, accessed on April 16, making the three million square kilometre claim. 'We have expanded our coverage to more than 3 million square kilometres, now reaching 99.7 per cent of Australia's population,' Ms Brady said in February. 'To put that in perspective, our mobile network covers more than double the area of Optus's network, and around three times the area of the Vodafone/TPG network.' Telstra says it now provides 'at least' one million square kilometres more coverage than TPG – or twice the amount of its rival – when using a regular mobile phone and denied it had been misleading. 'Any suggestion that we've misled the public about the size of our network is completely untrue,' a spokesman said. 'Using our coverage maps, customers have always been able to determine our level of coverage with and without an external antenna, so they always knew what to expect based on the device they're using. A typical external antenna setup that can cost $1000-2000. 'Many customers in regional and remote areas benefit from using external antennas to maximise their coverage. This is why we have used this as the basis for our coverage footprint. 'Now that Vodafone has communicated to us how it's chosen to calculate its coverage footprint, to help the public understand the difference, we're highlighting that our 3 million square kilometres of coverage is based on using an external antenna. On any measure, Telstra's network is at least 1 million square kilometres larger than Vodafone's – that's an area more than 14 times the size of Tasmania.' TPG initially wanted to strike a network-sharing deal with Telstra in its efforts to compete more on a national scale. But the ACCC rejected the proposal, fearing it would 'further increase Telstra's position of market strength'. Read related topics: Telstra Jared Lynch Technology Editor Jared Lynch is The Australian's Technology Editor, with a career spanning two decades. Jared is based in Melbourne and has extensive experience in markets, start-ups, media and corporate affairs. His work has gained recognition as a finalist in the Walkley and Quill awards. Previously, he worked at The Australian Financial Review, The Sydney Morning Herald and The Age. @jaredm_lynch
