Mixed experiences from consumers from the migration to NBN have led to the Department of Communication creating a Migration Assurance Plan. The plan sets out the framework for migration from legacy networks to the NBN in the fixed footprint (it does not apply to areas receiving fixed wireless and satellite). During the four stages; serviceability, product availability, end user awareness and management and installation and activation, the plan outlines the expected information sharing and roles and responsibilities for all the parties involved.
ACCAN supports procedures and processes being established which improve consumer migration. We raised concerns about consumer responsibilities, particularly where they may be unable to fulfill these. We also have concerns that retailers may hinder consumers from fulfilling their responsibilities. In particular, ACCAN is concerned where retailers prevent consumers from switching providers in the migration period by charging penalty fees.
