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Proposed revisions to the NBN consumer experience rules - consultation 42/2019

We’re revising the NBN consumer experience rules.

Now under review
Consultation number
IFC 42/2019
Days remaining 0 of 76 days
  • 1

    Open for comment

    17 Dec 2019
  • 2

    Consultation closed

    31 Jan 2020

Key documents


In mid-2018, we made new rules to improve consumers’ experience when moving to the NBN.

In August 2019, we sought stakeholder and community views on the effectiveness and efficiency of the NBN consumer experience rules.

The issue

The results of our previous consultation, and our ongoing compliance work, have identified some possible improvements to the rules.

We’ve added these proposed changes in marked-up versions of the rules, with comments to explain changes where needed. You can download these documents above.

Key changes include to:

  • clarify the definition of ‘complaint’ in the Complaints Handling Standard
  • revise the definition of ‘consumer’ to align with the Telecommunications Consumer Protection Code’s definition
  • fine-tune the type of information telcos must give consumers in their key facts sheet in the Consumer Information Standard
  • add a definition of ‘alternative arrangement’ into the Service Continuity Standard aligned with that in the Service Migration Determination
  • clarify the definition of ‘migration’ in the Service Continuity Standard and Service Migration Determination

The Complaints Handling Standard, Consumer Information Standard and Service Continuity Standard were made under section 125AA of the Telecommunications Act 1997 (the Act), pursuant to the Telecommunications (NBN Consumer Experience Industry Standard) Direction 2017. Any changes to these standards must be within the scope of section 125AA and the direction.

The Service Migration Determination was made under section 99 of the Act and any changes must be within the scope of that provision.

We consider all the proposed changes are within scope and therefore within our existing powers.

Have your say

We want your feedback on the proposed changes to the following rules (please download the documents in the Key documents section to view the proposed changes):

  • Telecommunications (Consumer Complaints Handling) Industry Standard 2018
  • Telecommunications (NBN Consumer Information) Industry Standard 2018
  • Telecommunications (NBN Continuity of service) Industry Standard 2018
  • Telecommunications Service Provider (NBN Service Migration) Determination 2018

In response to submissions made to our previous consultation, we also want your feedback on:

  1. whether consumers need more information about:
    1. the difference between professional installation and a self-installation of NBN equipment within homes or small businesses when connecting to the NBN
    2. how their service may be affected by the co-existence of NBN and legacy services during the migration period
  2. the value and effectiveness of the requirements to prepare a plan for ensuring a consumer is provided with an operational NBN service and to complete a technical audit in section 23 of the Service Continuity Standard and section 16 of the Service Migration Determination.

Please provide evidence and reasoning to support your responses.

Publication of submissions

Read about the ACMA’s policy regarding the publication of submissions

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