My tenant has requested that a telephone line is connected. Is it my responsibility or theirs to have it installed/supplied at the premises?” Owner, NSW

We asked LJ Hooker Warners Bay Head of Property Management Growth, Larissa Bridge for her advice:

“Under the Residential Tenancy Agreement, it is the tenant’s responsibility to investigate services such as, but not restricted to telephone lines and electronic services (internet / NBN),” Larissa said.

“It is not the landlord’s responsibility to provide a phone line or electronic services. The phone lines do not actually belong to the landlord or property owner, in general, they belong to Telstra.”

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“If a phone line is not being used within a street, Telstra redirects the lines to other properties when the request for services is made by others.”

“The landlord is only responsible for ensuring that the fitting itself is not faulty, which means that if the phone connection inside on the wall is cracked or broken and needs repair to operate, then the landlord is required to repair the point only.”

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Larissa Bridge
Larissa Bridge
Former Head of Property Management at LJ Hooker Warners Bay | (02) 4915 3800 | [email protected]

Larissa Bridge was the Head of Property Management at LJ Hooker Warners Bay between 2019 and 2021. Larissa joined the LJ Hooker team after a stint with Belle Property and McGrath Estate Agents, bringing years of experience as a property management lead across. Today Larissa works for Compass Housing Services in Newcastle, New South Wales, as their Operations Manager and National Business Development Manager.


  1. Hopefully there’ll be a reply here, but in a related issue I moved into a duplex last year and had huge dramas trying to get the phone and internet (adsl2+ no NBN at the time) connected. The new neighbors moved in at the same time and complained about the same.
    In december the NBN rollout finished in the street and we tried to get connected. The NBN tech informed us that
    A;) the HFC cable only ran to the neighboring unit, not to ours and
    B;) the copper line was being shared between both units (i.e. if you plug a phone in next door, you can listen in on out conversations).

    The owners (who’re self managing) have confessed that they knew about the issue and just hadn’t wanted to pay for an electrician to install separate lines or have the HFC cable installed for the NBN.

    Currently they’re dragging their feet in providing approval for the work to be performed by the NBN to fix the problem. Can I issue them with a breach notice for this?