Public should be winners in broadband code revamp

A revised code to increase the speed of broadband connections has been implemented.

The Australian Communications and Media Authority (ACMA) has registered a new version of the Communications Alliance’s Connect Outstanding Industry Code for situations where the previous occupant of a premises has failed to cancel their service.

This will address a number of the sources of customer dissatisfaction with phone connection delays.

The code replaces a version that was nine years old. It now covers broadband services, including NBN services.

“Any residential or small business consumer who moves premises could potentially encounter a ‘connect outstanding’ scenario,” said Acting ACMA Chairman Richard Bean.

“The expansion of the code to cover fixed broadband connections means all consumers, whether they are using fixed-line, fixed-wireless or satellite-based infrastructure, benefit from the timely connection of phone and broadband services that the revised code will achieve.”

There are more than 90,000 connect-outstanding situations managed by phone companies each year.

The code requires phone companies to follow specified procedures to disconnect the previous occupant’s service in order to ensure the connection of a new occupant’s phone or broadband service with a minimum of delay.

Prior to the introduction of the code, these connect-outstanding situations often resulted in long delays if the phone company was unable to locate or contact the previous occupant to confirm cancellation of the service.

Image credit: ©iStockphoto.com/Sergiy Tryapitsyn

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