The Department of Communications and the Arts has issued an invitation to the public to share their views and comments on proposals for new levels of reliability in the nation’s telecommunications services.
In a statement, the Department said the proposal was part of a continuing Consumer Safeguards Review and it has published a consultation paper setting out the proposals.
“Australians depend on reliable access to telecommunications services,” the Department said.
“They expect getting connected to a service to be easy and that the service is reliable.
“When this is not the case, they expect simple and easy-to-navigate safeguards to help fix connection problems.”
It said the review was examining the protections offered to consumers.
“We are seeking input on a number of proposals designed to improve the reliability of fixed voice and broadband services.”
The Department said the proposals included new rules enforcing maximum timeframes for connections and repairs and encouraging telco providers to keep the connection and repair appointments they make.
They also require the businesses to focus on keeping consumers connected to a service if maximum timeframes could not be met.
In addition, it said, there should be requirements for network operators to publish reliability metrics to help consumers make informed decisions.
Minister for Communications, Senator Mitch Fifield said the review examined how to protect telco customers better in a landscape that had seen massive change over the past two decades.
“Twenty years ago, approximately 35 per cent of Australian homes had a broadband connection,” Senator Fifield said.
“By 2020, 100 per cent of homes will be able to connect through the NBN.”
He said the consumer safeguards in place today were designed around the old telephone network.
“The ongoing relevance and usefulness of these protections is diminishing as Australia’s telecommunications environment and consumer use evolves,” the Minister said.
The Department’s 14-page consultation paper can be accessed at this PS News link and a 42-page accompanying paper can be accessed at this PS News link.
Feedback will be accepted until 21 December at this PS News link.
