ACMA moves on new telco complaints-handling rules | ACMA

ACMA moves on new telco complaints-handling rules

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The Australian Communications and Media Authority is moving to put in place new complaints-handling rules to improve the experience of consumers moving to the National Broadband Network (the new Network).

‘As we announced in December, the ACMA is putting in place stronger rules to improve consumers’ experience in migrating to the new Network,’ said ACMA Chair Nerida O’Loughlin

‘Today we are releasing the first of these new rules for public comment. These cover telco complaints-handling processes and monitoring. Following consultation, the ACMA intends these rules to be in place by June,’ Ms O’Loughlin said.

‘Telco customers deserve to have their complaints dealt with quickly and effectively. As industry co-regulation is proving ineffective in this area, we will put in place rules so that the ACMA can act more quickly to deal with non-compliance,’ she added.

The ACMA’s actions follow its industry information-gathering exercise published in December 2017. The ACMA also released today a snapshot that provides early insights from its recent survey of residential households about their experience in moving to and using the new Network. 

‘Both our industry information-gathering exercise and our residential household survey demonstrate that telco complaints-handling practices need to improve,’ Ms O’Loughlin said.

The ACMA is seeking feedback on the draft new rules. The deadline for submissions is 5 pm, 16 April 2018.

‘We are also developing the additional rules we announced in December. We will consult on these in the coming weeks,’ Ms O’Loughlin said.

‘Together, this package will help consumers migrate seamlessly to the new Network—from understanding their choices before they sign up, through to connection and getting help when they need it,’ she said.

More information on the ACMA’s planning activities for improving the consumer experience moving to the new Network is available here.

For more information please contact: Blake Murdoch, (02) 9334 7817, 0434 567 391 or

Media release 5/2018—15 March

Last updated: 08 February 2019