The Australian Communications and Media Authority (ACMA) has set out its protocol for enforcing new rules safeguarding consumers signing up for NBN services: Compliance and enforcement—statement of approach.
ACMA’s new rules require telecommunications companies (telcos) to help consumers get the information they need to make informed choices, have service options if issues arise, and address consumer complaints effectively and in a timely manner.
Chair of ACMA, Nerida O’Loughlin said the time-critical nature of the NBN rollout meant that early and consistent industry compliance with the new rules was essential.
“ACMA is putting telcos on notice that they need to fully understand the new rules and take immediate steps to embed them in their business practices,” Ms O’Loughlin said.
“The new rules will be directly enforceable by the ACMA and, where breaches are found, allow the ACMA to commence court proceedings seeking remedies such as injunctions and civil penalties up to $10 million.”
She also released the findings of the research report, NBN Consumer Experience: Households and Businesses — the End-to-End Journey which examines the experiences of households and small and medium-sized businesses moving to and using services delivered over the NBN.
Ms O’Loughlin said the research asked consumers about their experience of moving to, and using, NBN services and revealed that while most households and businesses reported a positive experience, three in 10 households (31 per cent) and four in 10 businesses (42 per cent) had made at least one complaint to their telco.
ACMA’s statement of approach to its compliance and enforcement activities can be accessed at this PS News link and the 68-page research report at this PS News link.
