The Australian Competition and Consumer Commission (ACCC) has put forward a number of new requirements for the National Broadband Network (NBN) to meet when providing services to retail service providers (RSPs).
In a draft decision, the ACCC proposes to include a new rebate structure in the case of missed appointments, late connections and/or unresolved faults.
The Commission said it was responding to concerns raised by stakeholders during the ACCC’s NBN Wholesale Service Standards Inquiry.
Chair of the ACCC, Rod Sims said the proposed new arrangements would give NBN Co more incentives to lift its service standards to RSPs, which should, in turn, improve service to NBN consumers by reducing instances of missed appointments, delayed connections and unresolved faults.
“We have heard long-standing concerns from consumers about how frustrating, inconvenient and costly these issues can be,” Mr Sims said.
“We need to see more action from NBN Co and RSPs, especially now that the NBN rollout is entering its final stages,” he said.
“It’s unusual for a monopoly telecommunications network operator of NBN Co’s scale not to be subject to regulated service standards.”
Mr Sims said that under the Competition and Consumer Act, the ACCC had powers to ensure RSPs received access to quality and reliable products and timely responses to problems from NBN Co.
He said the larger wholesale rebates proposed in the draft decision were targeted at the most troublesome issues identified during the inquiry and were intended to set a new baseline level of service that NBN Co’s customers could expect.
“We expect retailers to ensure that their customers benefit from the payment of wholesale rebates, and we will be working closely with the Australian Communications and Media Authority to make sure this is the case,” Mr Sims said.
