New better practice guide for telcos | ACMA

New better practice guide for telcos

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The ACMA has published a new resource for telcos to help them provide clearer and more useful information to consumers moving to the NBN. Jointly developed by the ACMA and the Behavioural Economics Team of the Australian Government (BETA), A better practice guide for NBN providers uses behavioural insights to help telcos provide information to their customers in a way that makes it easier for them to understand.

The ACMA’s new better practice guide will be a valuable resource for telcos and will assist them in developing their new Key Facts Sheets: NBN Services.

Consumer Information Standard

The guide was developed to support the ACMA’s new Telecommunications (NBN Consumer Information) Industry Standard 2018, which is part of a  broader package of important consumer safeguards designed to protect consumers migrating to the NBN.

The standard, which takes effect on 21 September 2018, specifies the minimum information telcos must provide, including about the services they supply on the NBN, before consumers sign up. This includes the requirement that telcos provide prospective customers with Key Facts Sheets: NBN Services.

Key Facts Sheets: NBN Services

The new Key Facts Sheets: NBN Services contains information that is important for consumers when choosing a suitable NBN plan for their needs and preparing for their move to NBN-based services.

Telcos must include certain information in Key Facts Sheets: NBN Services and give this to consumers before they enter a contract for an NBN internet, phone or combined service. The information required includes:

  • if speed tier information is specified in the telco’s advertising for an NBN plan, advice that this speed is the maximum possible available during off-peak periods
  • the typical ‘busy period’ download speed the consumer can expect to receive using a given NBN plan (except for fixed wireless and satellite connections)
  • the typical online usage a given NBN plan can support during the busy period, and the activities a low-speed plan won’t support
  • solutions the telco will make available to the consumer 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)
  • advice that NBN services won’t operate during a power failure (except where the service is connected using FTTP and they have a working battery backup installed)
  • advice about factors at the consumer’s premises that can affect the speed or performance of their broadband service, and what they can do about reducing the impact of these factors
  • advice that they should make their own enquiries about whether any medical or security alarm service they use is compatible with the NBN service, and alternatives available to them if it is not.

Last updated: 08 February 2019