The first communities which switched to the NBN fixed network experienced a number of issues. One issue was that some consumers were disconnected from their existing network while waiting for an NBN service to be activated, leaving them without services. To resolve this, and prevent its recurrence in the next planned switch over areas, additional time before disconnection of existing connections has been proposed. The ACCC also asked whether the additional time should be applied more generally to other areas or for known 'hard to reach' premises with complications, such as those with alarms.

ACCAN supports the proposed longer disconnection period and applying the arrangements more broadly. ACCAN has continually supported measures which improve the migration experience and promote service continuity for consumers. The process to date has been reactive to experiences, which has resulted in greater risks to consumers and uncertainty.

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