ACMA seeks feedback on nbn consumer experience rules

The Australian Communications and Media Authority (ACMA) is seeking stakeholder and community feedback to help fine-tune the rules governing National Broadband Network (nbn) migration.

The rules — which were introduced in mid-2018 — aim to address ‘pain points’ in nbn consumers’ experience.

During the review, the ACMA will consider the best way to resolve issues when customers can’t access the speed specified in the retail plan they’ve purchased and the requirements for wholesale and retail service providers to work together to quickly resolve complaints.

They will also look at ways they can ensure consumers have the information they need to choose appropriate nbn services for their needs; new nbn services are tested to check that they are working; consumers won’t be left without a working service if there are problems getting a new nbn service operating; and that — when problems arise — consumer complaints to telcos are properly managed and resolved.

Stakeholders and the public are encouraged to access the ACMA’s discussion paper — which outlines the rules’ current scope and issues to be addressed in the review — and provide feedback via the ACMA’s consultation page or email by Thursday, 5 September 2019.

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