Telecommunications companies could be forced to deal with more customer complaints under recommendations aimed at quicker dispute resolutions for consumers.
The federal government has released 32 recommendations stemming from the first part of a three-pronged review of customer safeguards.
Australia's Telecommunications Industry Ombudsman should direct unhappy customers back to their providers if they haven't already contacted the company or haven't had a response, the review found.
"This process will offer a faster path of resolution for the consumer, underscored by clear regulatory protections," the report says.
If the person has already contacted the provider, the TIO will direct the company to act.
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The report also found there should be more publicly reported data to improve transparency, along with governance improvements at the ombudsman.
Communications Minister Mitch Fifield announced the review in April after the watchdog reported almost 85,000 complaints in the six months to December 31, 2017.
"The consumer safeguards we have in place today are designed around the old telephone network," Senator Fifield said.
"The ongoing relevance and usefulness of these protections is diminishing as Australia's telecommunications environment and consumer use evolves."
The government has also released a consultation paper for the second part of the review, which is focused on the reliability of telecommunications services.
"Broadband is now considered as essential as electricity or water," Senator Fifield said.
"Consumers expect to get connected and stay connected and if something goes wrong, it needs to be fixed and fixed quickly."
The final part of the consumer safeguards review, which looks at choice and fairness in the retail relationship between customers and providers, will be released early next year.
