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Post-implementation review of the NBN consumer experience rules
In 2018, the ACMA made new rules to improve the experience of consumers in transitioning to the National Broadband Network (NBN). The ACMA is seeking stakeholder and community views about the effectiveness and efficiency of the following NBN consumer experience rules:
- The Telecommunications (Consumer Complaints Handling) Industry Standard 2018
The Complaints-Handling Standard requires all carriage service providers (CSPs) providing telecommunications services to consumers and small businesses to comply with rules specifying how complaints must be managed, including time frames for response and resolution. The provisions are intended to provide consumer certainty about their CSP’s complaints handling processes and options for external dispute resolution; support cooperation across the supply chain, and improve the enforceability of the complaints-handling arrangements. The provisions are also intended to ensure upstream providers such as wholesalers, other intermediaries and NBN Co provide reasonable assistance to CSPs to resolve customer complaints.
- Telecommunications (NBN Consumer Information) Industry Standard 2018
The Consumer Information Standard requires CSPs supplying NBN services directly to consumers to give them information that helps them 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
The Service Continuity Standard requires CSPs and carriers to ensure that consumers are not left without a working telecommunications service for an unreasonable period when migrating to the NBN. It enables consumers waiting for an 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 their old service.
- Telecommunications Service Provider (NBN Service Migration) Determination 2018
The Service Migration Determination requires 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.
The NBN & the consumer experience: work program scope & status
NBN consumer experience rules: compliance approach
Telecommunications complaints handling: July to December 2018
Issues for comment
Responses to questions should be supported by evidence and reasoning.
Issue 1—Intended outcomes
1. Are the NBN consumer experience rules delivering their intended outcomes?
2. If not, what specific changes might improve the effectiveness of the rules?
Issue 2—Efficient and effective processes
3. Are the express purposes of the rules being met in the most efficient manner?
4. If not, what specific changes might improve the efficiency of the rules?
Issue 3—Changes to the NBN services environment
5. Have changes in the NBN services environment affected the operation of the rules?
6. If so, are there specific practical changes to the rules that might improve their operation in light of these changes?