Consumers protected in new ACMA nbn rules


By Jonathan Nally
Tuesday, 10 April, 2018


Consumers protected in new ACMA nbn rules

The ACMA is proposing to issue new rules which, it says, will greatly improve the experience of consumers migrating to the national broadband network.

“These rules will ensure that consumers have the information they need to choose a service plan that meets their needs. They will also ensure that consumers have confidence that their new nbn service will work as promised,” said ACMA Chair Nerida O’Loughlin.

“And if there is a problem with their new nbn service, consumers will be able to move back to their old service while the problem is fixed. They may also agree to an alternative service if they prefer,” O’Loughlin added.

The draft new rules are a response to ACMA research over the past 12 months that showed about 14% of households reported being left without internet service for more than a week when moving to the nbn.

Only around half of internet-connected households reported knowing what speed their connection had to meet to achieve their needs.

“The migration to the nbn is a complex task for industry and consumers. These rules are designed to address consumer ‘pain points’ in the process. We look forward to feedback on the draft rules we have released today,” O’Loughlin said.

The ACMA is calling for feedback on the draft new rules, with the deadline for submissions being 5 pm, 11 May 2018.

ACMA infographic outlining options for consumers to improve their nbn migration experience

Images courtesy ACMA.

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