General News
7 June, 2024
No connection, no service: Yarriambiack scores worst in state for digital inclusion
While residents and businesses in the big smoke celebrate high speed 5G network connections, out in the sticks, the “gap” is becoming more noticeable - especially in Yarriambiack.
The Australian Digital Inclusion Index uses survey data to measure Australia's access and use of digital technologies - from education and finance to connecting with families and friends - and to explore geographical and and socio-economic variations across the country.
A detailed measure of digital inclusion allows services the opportunity to correct barriers - such as network access, cost of devices and data, and skills and literacies - that may prevent Australians from using digital technology.
But frustrated locals feel that this opportunity is not being explored by service providers, with Yarriambiack falling 9.2 points below the national average for digital inclusion.
Although this is an improvement on past years, it is still the highest gap in the state.
Georgia Hallam’s family and friends have experienced difficulties with coverage for years, and she said recent upgrades to the local Telstra tower in Galaquil had actually made their issues worse.
“Rather than seeing any significant improvement in service, we are now experiencing more frequent and severe disruptions, repeated call dropouts, and some days we have a total blackout of coverage,” Ms Hallam said.
Across Victoria 917 sites have undergone upgrades and development to extend the service area of 5G networks as the country’s providers begin phasing out the old 3G network.
Vodafone closed their 3G network in January, while Telstra will close theirs on August 31, and Optus in September.
Ms Hallam’s greatest concern is that, although ongoing connection issues have been a significant inconvenience, the problem poses a serious, potentially life-threatening, risk to the health and safety of the community.
“I have had the experience of not being able to contact loved ones following a death in our family,” Ms Hallam said.
“I know of others who have been injured in accidents in rural areas and have not had immediate access to make emergency calls.
“Recently, an ambulance called to a football injury in Jeparit was delayed when those onsite were unable to access online information to pass onto the dispatcher."
'The lack of reliable coverage is not just an inconvenience, it undermines the very fabric of our daily lives
Jeparit is located in Hindmarsh Shire which, according to ADII, ranks third worst region in the state for digital inclusion with a score of -8.9.
“Our ability to communicate effectively, both personally and professionally, is compromised," Ms Hallam said.
“We are a farming family and we are heavily reliant on our local phone service.
“We work remotely, often alone, and may be without access to other means of communication as the UHF system does not extend to cover the entire area we work and live in.
“No two farmers in the Southern Mallee/Northern Wimmera are covering the exact same footprint of land, but I daresay every farmer has that one paddock with the dodgy phone service, which is mind-blowing to me with the technology available in 2024.”
Ms Hallam said she spoke to the telecommunications ombudsman about her concerns as long ago as 2018.
“This was after months of direct communication with Telstra, repeatedly raising my concerns and being told that the issues were the result of infrastructure - the farm sheds - even though I have perfect line of sight to the Galaquil tower,” she said.
“After I told Telstra I had received advice from the ombudsman, they sent a technician out to the Galaquil tower and found that a vital component was missing.
“Not only were Telstra reluctant to listen to my concerns, but they don’t recognise that the complaint comes from an entire community unless everyone in the community makes direct contact - not an easy feat."
Although the overall data trends published by ADII show that digital inclusion is improving and becoming more affordable, Yarriambiack Shire is lagging further behind.
“Our community deserves better than this continuous cycle of poor service and empty assurances,” Ms Hallam said.
“The recent upgrade was supposed to address some long-standing issues. Instead it appears to have exacerbated the problems.
"Most Telstra customers I have spoken to have noticed a marked decline in service quality since the upgrades were implemented.
“As a community, we rely on dependable telecommunications for emergency services, business operations, educational needs and maintaining social connections.
“The lack of reliable coverage is not just an inconvenience, it undermines the very fabric of our daily lives.
“It's time for Telstra to provide the quality of service we are paying for, and rightly expect.”