Consumer Information Standard: your obligations | ACMA

Consumer Information Standard: your obligations

The ACMA has put in place new rules to ensure that consumers are given all the necessary information to make informed choices about the National Broadband Network (NBN) service and plan that is right for them. The rules are set out in the Telecommunications (NBN Consumer Information) Industry Standard 2018 (Consumer Information Standard).

The rules are effective from 21 September 2018.

What is the Consumer Information Standard?

The aim of the Consumer Information Standard is to ensure that consumers receive the appropriate pre-sale information and advice from carriage service providers (CSPs) to help them prepare for their migration to the NBN, and to make informed choices when choosing a suitable NBN service and plan. It is part of a package of consumer safeguards designed to protect consumers during their move to and use of the NBN.

What does the Consumer Information Standard require?

The Consumer Information Standard has four key aspects:

  1. CSPs must give consumers a single-page Key Facts Sheet before they enter into a contract for an NBN service. The Key Facts Sheet contains important information for consumers to help them choose a suitable NBN plan and prepare for their move to the NBN.
  2. CSPs must adhere to the following practices in their advertising:
  • include details of the typical ‘busy period’ download speed the consumer can expect to receive using the service (except for fixed wireless and satellite connections)
  • not use the term ‘up to’ in any claim about broadband speed
  • where standardised labelling is used to indicate speeds of different plans (for example, ‘basic’, ‘standard’, ‘standard plus’ and ‘premium’), provide definitions of each label on their website.
  1. CSPs must supply the following advice to consumers before they enter into a contract for an NBN service:
  • whether the consumer can keep their phone number if they transfer their phone service to the NBN
  • if the consumer’s connection to the NBN isn’t capable of delivering the speed tier specified in their NBN plan (for FTTN, FTTB and FTTC connections only), what remedies will be available to the consumer.
  1. When a consumer asks a CSP to supply an NBN service, the CSP must ask whether they use a medical or security alarm service and, if so:
  • advise them to check with the provider of the alarm service whether it is compatible with the NBN service, and available alternatives if it is not
  • recommend they register their medical alarm service on the NBN Medical Alarm Register.

Last updated: 22 June 2018