The ACCC is reviewing the performance standards that NBN provides to its customers (telco retailers). This includes NBN response times to fix problems on its network and get consumer premises connected. Currently, these standards and any penalties for breaches are contained in commercial contracts with NBN’s customers. The ACCC is reviewing whether further measures are required to improve NBN’s service.

ACCAN has put in a submission calling for increased regulation across wholesale (NBN) and retail in order to improve outcomes for consumers. Strict connection and repair timeframes with compensation for breaches will provide the incentives to providers to make sure services get and stay connected. The Government is also reviewing how to improve service standards for consumers as part of the Consumer Safeguards Review.

Download: ACCC Inquiry into NBN Wholesale Service Standards: Second discussion paper806.59 KB

Download: ACCC Inquiry into NBN Wholesale Service Standards: Second discussion paper535.75 KB