Main content

Alert message

ACCAN recently submitted to the ACMA’s review of the NBN consumer experience rules.

The rules focus on improving the way the telco industry handles consumer complaints about the NBN, provides information about the NBN to consumers, and ensures consumers have access to a working service. The consumer experience rules also provide for the regulation of the migration of services from the legacy network onto the NBN.

The ACMA’s consultation was about clarification of drafting for several parts of the rules, rather than a material change to the content of the rules.

ACCAN is supportive of the overwhelming majority of drafting changes proposed by the ACMA, and our submission focused on those parts of the rules that require further clarification. ACCAN submitted that:

  • The Telecommunications Service Provider (NBN Service Migration) Determination 2018 be amended to clarify that only arrangements where consumers were paid compensation that offset a loss of service would be valid, and that payment in and of itself is not sufficient if it failed to fully compensate consumers;
  • The Telecommunications (NBN Continuity of Service) Industry Standard 2018 be amended in alignment with the above;
  • The Telecommunications (NBN Continuity of Service) Industry Standard 2018 be amended to clarify the timeframes required for a retailer service provider to take action when the migration of a service is unsuccessful; and
  • The Telecommunications (Consumer Complaints Handling) Industry Standard 2018 be amended to require the provision of information in accessible formats for people with disability and other accessibility requirements.

Download: docxACCAN submission - ACMA's proposed revisions to the NBN consumer experience rules801.76 KB
Download: pdfACCAN submission - ACMA's proposed revisions to the NBN consumer experience rules674.42 KB