For consumers, migrating their services to the National Broadband Network (NBN) can be complicated and any loss of services or functionality can cause significant risk to life and result in extra costs and inconvenience for consumers. This statement sets out key areas that ACCAN believes should be improved for a successful consumer experience.

It was developed based on consumer experience and input from our member organisations and other stakeholders. ACCAN believes that it is vital to have rigorous procedures in place, to ensure positive consumer outcomes and clear avenues for consumers to use if difficulties arise.

The four key areas where improvement is needed are;

  1. Ensuring that consumers have access to a working service
  2. Providing accurate, clear and consistent information to consumers
  3. Providing assistance to consumers when needed
  4. Appropriate avenues for consumers to seek assistance, get answers and raise complaints


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