NBN rules: consumer information & service continuity | ACMA

NBN rules: consumer information & service continuity

Consultation closes: 11 May 2018

IFC: 7/2018 NBN-cupcake_5 jpg

Outcome of this consultation

Outcome
Following the analysis of submissions, the ACMA made the:


Submissions
The ACMA received 18 submissions/comments to this consultation. These can be accessed from the right hand side index box.

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Downloads

Documents

Word

Consultation paper:
New rules to protect consumers migrating to the NBN—Part 2: Improving consumer information and ensuring service continuity and quality

556 kB

Telecommunications (NBN Consumer Information) Industry Standard 2018

97 kB

Telecommunications (NBN Continuity of Service) Industry Standard 2018  91 kB 
Telecommunications Service Provider (NBN Line Testing) Determination 2018

80 kB

Related information   
Media release: New rules strengthen consumer protections in NBN migration
Graphic: Improving your NBN experience—fast facts 
Migrating to the NBN: FAQs
The NBN & the consumer experience: work program scope & status 

Summary

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.