The Australian Communications and Media Authority (ACMA) has introduced a new industry standard to help Australian consumers move to the National Broadband Network (NBN) more smoothly.
Chair of ACMA, Nerida O’Loughlin said that while the majority of consumers were having a good experience in their migration to the NBN, a number were not.
“Telcos need to step up to provide better information to their customers and make sure they are not left without a service during their migration to NBN-based services,” Ms O’Loughlin said.
She said ACMA research showed that 76 per cent of households with internet connection were aware that plans were available with different download speeds, however, only 52 per cent said they knew what download speed their household actually needed.
“A new Consumer Information Standard will require telcos to provide prospective customers with a facts sheet that explains different plans offered,” Ms O’Loughlin said.
She said telcos would also be required to remind consumers to check that critical services such as medical and security alarms were compatible with the NBN before moving over.
“Our research also showed that about 16 per cent of households reported being left without their home internet and/or phone service for more than a week when moving to services provided over the NBN,” Ms O’Loughlin said.
She said the new standard required telcos and NBN Co. to keep existing services connected until a new NBN-based service was working, where that was feasible.
Ms O’Loughlin said that where there was no working service, the new Standard set time frames for reconnecting customers to their old service or offering them an interim service while the problem was fixed.
The Standard will take effect on 21 September and will be directly enforceable by ACMA.
She said further ACMA actions relating to the testing of lines and improving the continuity of service for customers experiencing a loss of service would be announced by the end of July.
