Choosing your NBN service | ACMA

Choosing your NBN service

Before you move to the NBN, it’s important you have all the information you need to make informed choices about the right NBN service and plan for you.

Before you enter into a contract for an NBN service, your telco must tell you:

  • whether you can keep your number when moving your phone service to the NBN
  • what options will be available to you if your connection to the NBN isn’t capable of delivering the speed tier specified in your plan (for FTTN, FTTB and FTTC connections only—see our NBN technologies page for more information).

Your telco is also required to give you a ‘key facts sheet’ before you enter into a contract for an NBN service. The sheet gives you information to help you compare and choose a suitable NBN plan.

A key facts sheet must include:

  • the typical ‘busy period’ download speed you can expect with a given NBN plan
  • guidance on the level of usage an NBN plan can support during the busy period, and information about the types of activities each speed tier can and can’t support
  • the various solutions that a telco will offer if your NBN connection isn’t capable of delivering the speed tier specified in your NBN plan (for FTTN, FTTB and FTTC connections only)
  • information about how your NBN service will be affected in the event of a power outage
  • factors in your home that can affect the speed or performance of your broadband service, and what you can do to help
  • information for people who have a medical or security alarm connected to their home phone service.

Telcos must also follow certain rules when advertising NBN services, including:

  • giving the typical busy period speed
  • not using confusing or potentially misleading terms such as ‘up to’
  • advice that the speed tier (i.e. NBN tier 12,25, 50 or 100) is the maximum possible during off-peak periods.

Last updated: 14 March 2019