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ACMA enhances NBN consumer experience rules

Image of an NBN cover and some cables

The Australian Communications and Media Authority (ACMA) has enhanced NBN consumer experience rules to protect Australians during the final phase of the NBN migration.

The improvements, which follow a review by the ACMA, will benefit both consumers and telco providers.

The enhancements will expand the number of businesses protected by the rules. From 14 December 2020, businesses with an estimated annual telco spend of up to $40,000 will now be covered, up from $20,000 previously.

The changes will also make the rules clearer and more flexible for telco providers – without sacrificing important consumer safeguards.

Rules covering the NBN migration remain essential for consumers with 1.5 million premises predicted to move to the NBN over this and the next two financial years.

The enhancements have been made to the following rules:

The enhancements to the Service Continuity Standard and Service Migration Determination will start on 14 December 2020, while most enhancements to the Complaints Handling Standard and Consumer Information Standard will start on 1 April 2021. 

A better move to the NBN is an ACMA compliance priority for 2020–21.

The ACMA will continue to guide telco providers on the rules, conduct audits and take enforcement action.    

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