Scope and structure of the report

The communications report comprises four chapters:

Chapter 1: Supply and access to communications and media services—analyses key supply-side developments in the Australian communications and media markets during 2018–19. With a focus on supply, it includes the number of CSPs and services in operation, developments with the rollout of communications infrastructure, and the delivery of communications and media services.

Chapter 2: Consumer engagement with communications and media—looks into how we engage with communications and media services and the benefits we derive. It reports on our changing consumer preferences and satisfaction with communications services.

Chapter 3: National interest issues—examines the performance of emergency call services and the disclosure of customer information in support of law enforcement and national security investigations.

Chapter 4: Telecommunications consumer safeguards and quality of service—reports on the performance of key communications safeguards. These include the Telecommunications (Customer Service Guarantee) Standard 2011, priority assistance and the Network Reliability Framework, the Do Not Call Register (DNCR), and related unwanted communications rules covering telemarketing and spam complaints. It also examines number portability code compliance and complaints to the Telecommunications Industry Ombudsman (TIO).

Key highlights:

• Australians are using fixed internet connections for data-hungry applications like video streaming. 83% of internet users viewed video content online in the past 6 months.
• Investment in infrastructure continued, with more than 400 5G-capable base stations installed. 5.5 million homes and businesses connected to the NBN.
• Over-the-top and digital platforms are challenging revenue models. 71% of Australians with a home TV had one or more subscription or paid streaming service.
• New high-speed networks are enabling services like the Internet of Things and cloud technology.