Cairns northern beaches residents closer to reliable internet following new proposed rules

A troubled internet provider could be forced to compensate customers and fix its reliability after northern beaches residents in Cairns suffered days-long outages for more than a year.

Minister for communications Michelle Rowland has revealed new rules are on their way to compensate customer and increase the reliability of troubled telco Opticomm . Picture: NewsWire / Martin Ollman

A troubled internet provider could be forced to compensate customers and fix its reliability after northern beach residents in Far North Queensland suffered day’s long outages for more than a year.

At least a hundred residents have endured constant internet outages since March last year when internet wholesaler Opticomm merged with Velocity.

After a surge in complaints the Department of Communications has been directed to create an enforceable standard that would require Opticomm to compensate customers if internet wasn’t restored within acceptable timeframes.

The department will also consult on ways to require internet wholesalers such as Opticomm to improve backhaul diversity.

Widespread outages across Opticomm’s network led consumers to create a Facebook page to discuss their issues and outages, the unofficial page has more than 3.5 thousand followers. Supplied.

A spokeswoman for Federal Communications Minister Michelle Rowland said the rules hoped to provide a safety net to consumers.

“Opticomm has failed to meet its fault restoration timeframes in more than 30 per cent of cases, according to recent reporting, leading to poor customer outcomes and extended outages,” the spokeswoman said.

“Performance standards for wholesale broadband providers should act as a safety net to ensure consumers get quality, reliable broadband.

“Evidence of operators falling below this safety net requires investigation and that’s why the minister has requested the ACMA undertake this audit, and for new rules to compensate consumers for consistent breaches of standards.”

Similar to the NBN, Opticomm provides the fibre cables that transport data to communities, which is then rented by companies such as Telstra, Dodo or AUS internet.

Originally laid by Telstra’s Velocity network, Opticomm bought the infrastructure in early 2024.

Despite causing considerable frustration across Cairns, the networks supplies internet to estates across the country many of which are facing the same issues.

Opticomm has blamed recent outages primarily on vandalism and thieves attempting to steal copper wire, however, it is understood a lack of backhaul diversity has left the network especially vulnerable

The department has not set a time frame for the new rules but for the hundreds affected it is welcome news.

Palm Cove resident Adam Jacobson has had constant internet issues for over a year often enduring day’s long outages at a time. Picture Tim Little.

Palm Cove resident Adam Jacobson has been without reliable internet for more than a year.

He said he was buoyed to see the issue finally being tackled.

“It looks like they’re taking this issue seriously, and I think that they recognise it’s not just affecting the northern edges of Cairns, it affects estates all over the country,” Mr Jacobson said.

“I think the issue is getting some traction, hopefully to result in some expedited commercial discussions between Opticom and Telstra.”

Originally published as Cairns northern beaches residents closer to reliable internet following new proposed rules