On this page
Information you must receive
- Key facts sheets – these are available for each plan a telco offers and set out:
- the ‘busy period’ download speeds you can expect
- what the plan can be used for (for example, streaming)
- factors that can affect the speed of the NBN service
- services that won’t operate during a power failure.
- Moving your number – telcos must advise if you can keep your phone number when you transfer to the NBN.
Information to ask
- Issues with speeds – ask what they will do if your connection can’t deliver the speed specified on an NBN plan.
- Compatibility with medical or alarm services – check with the alarm service provider to see if it’s compatible with the NBN.
Find out more
The Telecommunications (NBN Consumer Information) Industry Standard 2018 has the rules telcos must follow.