Australia’s “Missing Middle” Faces Digital Disconnect, Threatening Safety and Equity
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A growing number of Australians in suburban and regional areas are experiencing unreliable phone and internet connectivity, despite appearing well-served on paper, creating a “missing middle” that policymakers are failing to address.
Australians increasingly rely on consistent digital access for education, commerce, social connection, and crucially, emergency services. The recent nationwide Optus Triple Zero outage served as a stark reminder of the potentially fatal consequences when that access is disrupted. However, the problem extends far beyond single network failures.
The latest annual report from the Telecommunications Industry Ombudsman, released this week, reveals a significant surge in complaints related to network connectivity. Complaints regarding “no phone or internet service” jumped nearly 70% compared to the previous financial year, while those citing “poor mobile coverage” rose by over 25%.
While connectivity issues are often associated with remote locations like cattle stations or Indigenous communities in far north Australia, new research indicates a concerning blind spot: populations in certain suburban and regional areas are experiencing worse outcomes than those in the outback. These individuals face ongoing connectivity problems despite residing in areas that should have reliable service, often due to localized infrastructure gaps or compounding social factors. Researchers have termed this group the “missing middle.” The lack of a clear definition has, until now, hindered systematic tracking and reporting of their experiences.
Understanding Digital Inclusion
Digital inclusion encompasses ensuring all Australians, regardless of location or socioeconomic status, have access to affordable, quality telecommunications and internet, alongside the skills to utilize these connections effectively. This is particularly critical in the face of a changing climate, where reliable telecommunications are vital during emergencies and natural disasters.
Research conducted in 2023 on emergency preparedness among rural residents underscored the importance of consistent connectivity. Individuals actively participate in online community forums to share information and contact emergency services like Triple Zero during crises. Post-disaster, they rely on the internet to apply for financial assistance. Recent cyclones, floods, and bushfires have demonstrated that these needs extend beyond remote areas, impacting urban peripheries and regional centers alike.
Beyond Access: A More Complex Picture
Historically, telecommunications policies have prioritized access to connectivity. However, access is only one piece of the puzzle. Interviews, focus groups, and fieldwork conducted across Australia from 2021-2024 reveal that location alone is not a reliable indicator of connectivity quality. In some instances, remote areas actually outperform outer regional areas, suggesting that geography is not the sole determining factor.
Instead, a confluence of factors dictates digital inclusion. Affordability is a significant barrier, with some individuals requiring multiple SIM cards from different providers to navigate unreliable networks. Infrastructure investment is often uneven, with major regional towns enjoying robust coverage while surrounding satellite communities struggle. Similarly, urban networks can weaken as they extend to new housing developments on city fringes. Even terrain can play a role, impacting the viability of satellite internet services like Starlink.
Voices from the “Missing Middle”
Experiences gathered from 5G mobile consumers in suburban and regional Victoria in 2024 illuminate the challenges faced by this “missing middle” population. “I can be in the main street of a main regional town and not have reception,” one participant from Gippsland shared. Another described the patchy coverage between towns as “less than ideal,” while a third expressed frustration at experiencing dropped calls over a relatively short 30km drive between Gisborne and Kyneton.
These issues aren’t confined to regional areas. A resident of a new housing development on Melbourne’s outskirts reported “barely any mobile coverage,” rendering their phone “just not usable.” Dubbo, a major regional center in New South Wales, exemplifies this problem. First Nations organizations in the area experience slow and unreliable connections, hindering their ability to deliver services. This often results in a cumbersome process of manual data collection in the field, followed by digitization back in areas with better connectivity.
A Targeted Approach is Needed
Significant progress has been made in recent years to improve connectivity across Australia. The completion of the National Broadband Network (NBN) in 2020 has expanded fixed line services to more rural towns. Government initiatives like the Regional Connectivity Program and Mobile Blackspot Program have also yielded positive results over the past decade. New entrants like Starlink and the NBN’s SkyMuster satellite service offer alternative options, albeit with affordability and location constraints.
However, current policy approaches fail to fully address the scale of the “missing middle.” This stems from a failure to recognize the distinct needs of both local residents and visitors, fragmentation across various telecommunications options (NBN, mobile hotspotting, and Starlink), and a lack of consideration for overlapping disadvantages.
A more nuanced approach is required, one that moves beyond simply focusing on location or access. Policymakers and researchers must prioritize areas with complex and mixed connectivity needs. This shift will enable more targeted interventions and ensure that the needs of these often-overlooked Australian telecommunications consumers are met.
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