ACCAN has submitted to the ACCC’s consultation concerning its draft decision on Wholesale Service Standards. The purpose of the inquiry is to determine whether NBN wholesale service levels are appropriate and to consider whether a determination on service levels is required to improve customer outcomes. ACCAN has long advocated for reform of existing customer service guarantees surrounding connection timeframes, fault rectification and network reliability.

The ACCC’s draft decision on wholesale service standards set out:

  • An increase in the missed appointments rebate from $25 to $75 per missed appointment;
  • The creation of speed assurance rebate of $20 per month for underperforming services; and
  • The establishment of monthly service reporting requirements;


In addition, where service levels are not met:

  • A connection rebate of $13.50 per business day, up to a maximum of $270;
  • A fault rectification rebate of $20 per business day for the first five days, increasing to $30 per business day thereafter, up to a maximum of $1150.

ACCAN is generally supportive of the ACCC’s approach with respect to service standards. However, as part of our submission ACCAN has argued for:

  • An increase in the value of the missed appointment rebate to a minimum of $100 per missed appointment;
  • An increase in the speed assurance rebate to $30 for any service that is not attaining speeds consistent with the government’s statement of expectations ;
  • The automatic pass through of rebate payments to consumers;
  • The publication of service level information.


Download: docxACCAN submission to the ACCC NBN Wholesale Services Inquiry Draft Decision843.79 KB

Download: pdfACCAN submission to the ACCC NBN Wholesale Services Inquiry Draft Decision908.27 KB