The USO ensures access to voice communication services for all Australians. The obligation has changed very little in comparison to the telecommunications market and consumers’ use of services. This presents a number of gaps and risks for consumers, such as data and mobile services. However, updating the obligation to include these services alone will likely fail consumers. This paper argues for a new framework based on a principle of contactability. This new framework will have four key areas: availability, affordability, accessibility and service standards. A further two areas; online service delivery and literacy and empowerment, are also needed to fully ensure contactability is achieved.