Lauren Pezet wrote this article.

The topic is telecommunications services.

A report found problems with mobile services for people in regional areas.

In short, many people have complaints.

About 27,000 people from regional areas complained to the ombudsman in two years.

Complaints include poor coverage, long delays for repairs, and hard requirements for identification.

What's next?

The report makes 11 recommendations, including a review of the regulatory framework.

Gerry McLaughlin lives on the NSW South Coast and has patchy phone reception.

He was shocked when his phone switched to satellite mode and he couldn't call for emergency help.

If you know more about this, you can email the author.

Gerry's phone said it could only send texts in satellite mode.

He thought, 'Where can I go to get mobile coverage in an emergency?'

Gerry was horrified to learn he couldn't call for emergency help with his new satellite option.

Maps show Gerry's area should have good coverage, but his phone didn't work.

Gerry was concerned because he lives in a bushfire-prone area.

The phone company told Gerry to text a friend to call for emergency help.

Some Telstra customers say the new mobile phone coverage maps are not accurate.

Gerry contacted the ombudsman but didn't get a straight answer.

Telstra said being connected to their satellite doesn't stop a phone from using another network for emergency calls.

Gerry was one of 27,000 regional Australians who complained to the ombudsman.

The ombudsman said losing connectivity is not just an inconvenience in regional areas.

It can mean people can't call for help in an emergency or stay connected to the internet.

Cynthia Gebert is the Telecommunications Industry Ombudsman.

Ms Gebert said isolation and lack of competition make service failures more risky in regional areas.

This situation is like going back to the 1960s.

Common problems include delays in connections and repairs, and confusion about calling for emergency help.

The 3G shutdown has had a lasting impact on some customers.

Some people have gone back to using UHF radios for reliable communication.

It's been over 80 days since Telstra and Optus stopped the 3G mobile network.

Some people can't rely on the network and struggle to make calls.

A man made three 350km trips to buy a new phone but was told it wasn't ready.

A 90-year-old woman in Western Australia had no mobile service and her landline didn't work.

She had a medical emergency but couldn't call for help.

One customer had to wait five months for a connection after 20 cancelled appointments.

The report recommends a 'root and branch review' of the telecommunications regulatory framework.

The ombudsman made 11 specific recommendations and a key recommendation for a review.

Ms Gebert acknowledged there have been several reviews, but action is needed.

The report suggests improving the Universal Outdoor Mobile Obligation legislation.

Helen Haines is working with the government on amendments to the UOMO bill.

She said people outside metropolitan areas wait longer for fault repairs, which affects their quality of life and safety.

Ms Haines wants immediate action on service delivery and reliability.

The government pointed to the UOMO bill and other initiatives.

Telstra agreed the framework should be reviewed to remain fit for the future.

The company said regulatory settings should encourage investment and support innovation.

See more ABC coverage.

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