ACMA finalises nbn migration rules
ACMA’s new nbn migration rules have been finalised, and the regulator has now turned its attention towards enforcing them.
The new rules, which have been introduced over the past six months with the first set coming into force in July, have been aimed at reducing the relatively high volume of complaints from consumers regarding the migration process.
Telecoms service providers are now required to provide clear information about the nbn services they provide, including speeds typically available during busy periods and the remedies available to consumers if their infrastructure is incapable of providing advertised broadband speeds.
During a migration, telcos must also confirm that a consumer’s new nbn service is working, give customers in this position the ability to downgrade or exit their contract at no cost, and provide an interim service in cases where a consumer is left without a working connection.
New complaints handling standards that have been in force since July also require operators to acknowledge all customer complaints within two working days.
Telcos must also resolve all complaints on first contact where possible, or else within 15 working days.
“With the new rules in place, the ACMA will now turn its attention to industry compliance. We have already put telcos on notice in our compliance and enforcement statement of approach that early and consistent compliance with the new rules is essential,” ACMA Chair Nerida O’Loughlin said.
She added that findings from the first few months of enforcement of the new complaints handling rules suggest that telcos have a long way to go to ensure compliance.
“Formal investigations into a number of providers are ongoing and we will publish a report on these once finalised,” O’Loughlin said.
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