Boost to broadband consumer protections
21 December 2017
Government has announced a range of new protections to ensure broadband
customers get the level of service they expect from their retail service
provider as they transition to the National Broadband Network (NBN).
new protections will empower consumers to make informed decisions about
their internet plan, and will ensure greater transparency by retail service
Government has issued a direction to the Australian Communications and
Media Authority (ACMA) to implement the new protections and will provide $8.7
million over three years to support these measures.
The ACMA will
require retailers to:
their complaints handling processes, including informing customers of the time
it will take to fix a service and providing a key point of contact;
a line test to confirm a working connection at installation, and undertake a
line speed test at any time if requested by a customer;
a service on a legacy network within a certain timeframe if an erroneous
disconnection has occurred and the NBN cannot be connected;
release complaints statistics received by large service providers to help
consumers differentiate between retailers based on the quality of their
to consumers how different speed tiers can be applied in their home or
business, as well as a ‘critical information summary’ for NBN services when
signing consumers to a new contract.
The ACMA will
the Government will require nbn to establish a consumer experience dashboard to:
report nbn connection, fault repair and service delivery performance.The measures
follow the release of research by the ACMA which found that the supply chain
from the NBN to the customer is not clear and often involves a number of
parties. The Government’s direction follows advice from the ACMA.
of the NBN is a once-in-a-generation migration process that will see every home
and business in the nation able to hook up a new high-speed broadband
connection,” Minister for Communications, Senator Mitch Fifield said.
majority of customers migrating to the NBN enjoy a smooth experience, with such
a huge number of homes and businesses connecting to the NBN every day we want
to ensure the experience is the best it can be.”
customer protections follow nbn’s announcement last week of big discounts for
its wholesale higher-speed services.
the ACCC recently announced the commencement of the Broadband Performance
Monitoring and Reporting program, which will provide users with data on the
real-world broadband speeds experienced from various RSPs.
CEO roundtable, convened by the Minister for Communications, is continuing to
work on customer experience improvements including reducing waiting times for
nbn activations and streamlining appointment bookings.