NBN rules: consumer information & service continuity
Consultation closes: 11 May 2018
Outcome of this consultation
Following the analysis of submissions, the ACMA made the:
The ACMA received 18 submissions/comments to this consultation. These can be accessed from the right hand side index box.
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As part of the ACMA’s program to improve the consumer experience when migrating to the National Broadband Network (NBN), we’re seeking public comment on three new rules. These specify what information consumers must receive before migrating, and aim to ensure service continuity and quality:
- Telecommunications (NBN Consumer Information) Industry Standard 2018 (Consumer Information Standard)
The Consumer Information Standard will require carriage service providers (CSPs) supplying NBN services directly to consumers to give them information that helps them to make informed choices about those services. The information must be provided before the consumer enters a contract, and include typical busy period speed, technical limitations and guidance on which plan is suitable for household usage needs.
- Telecommunications (NBN Continuity of Service) Industry Standard 2018 (Service Continuity Standard)
The Service Continuity Standard will require CSPs and carriers to ensure that consumers are not left without a working telecommunications service for an unreasonable period of time when migrating to the NBN. It enables consumers waiting for a NBN connection to be reconnected to their old service, if feasible. If the consumer prefers, a CSP may also offer an alternative service such as mobile broadband instead of the old service.
- Telecommunications Service Provider (NBN Line Testing) Determination 2018
(Line Testing Determination)
The Line Testing Determination will require CSPs to undertake post-connection line-testing to proactively identify faults and ensure NBN services are working after installation. This includes an obligation to perform an internet speed test at the customer’s request. If the speed test delivers a lesser speed than the customer has paid for, the CSP must take steps to address this.
Opportunity to provide feedback
The ACMA invites general comments on the matters set out in the consultation paper. We also welcome responses to the specific matters identified in the issues for comment section of the consultation paper.