New rules strengthen consumer protections in NBN migration | ACMA

New rules strengthen consumer protections in NBN migration


The Australian Communications and Media Authority is putting in place new rules to significantly improve the experience of consumers moving to the National Broadband Network. 

‘Today we are releasing for public comment a second set of new rules that will protect consumers moving to NBN services,’ said ACMA Chair, Nerida O’Loughlin.

‘These rules will ensure that consumers have the information they need to choose a service plan that meets their needs. They will also ensure that consumers have confidence that their new NBN service will work as promised,’ Ms O’Loughlin said.

‘And if there is a problem with their new NBN service, consumers will be able to move back to their old service while the problem is fixed. They may also agree to an alternative service if they prefer,’ Ms O’Loughlin added.

The draft new rules respond to recent ACMA research of residential households that connected to the NBN in the previous 12 months about their experience in moving to and using the NBN. This showed that about 14 per cent of internet households reported being left without an internet service for more than a week when moving to the NBN. Only around half of internet households knew the speed required to meet their needs.

‘The migration to the NBN is a complex task for industry and consumers. These rules are designed to address consumer “pain points” in the process. We look forward to feedback on the draft rules we have released today,’ Ms O’Loughlin said.

The ACMA welcomes comments on the draft new rules. The deadline for submissions is 5 pm, 11 May 2018.

More information and a graphic on the ACMA’s planned activities for improving the consumer experience when moving to the NBN is available on the ACMA website.

For more information or to arrange an interview, please contact: Emma Rossi, Media Manager, (02) 9334 7719, 0434 652 063 or

Media release 9/2018 10 April

Last updated: 08 February 2019