Improving the NBN consumer experience

New measures have been announced to provide consumers with more information and extra protections as they choose an internet plan and transition to the NBN.


The Australian Communications and Media Authority (ACMA) will implement new rules which will see greater information provided to make it easier to understand NBN plan and speed options so that consumers can make informed decisions when choosing a provider.


Under the changes, NBN service providers will be required to provide more information about their plans to potential customers. This will allow consumers to easily compare information on speeds, data allowances and pricing between providers so they can find the right one to meet their needs.


New service standards will address the current ‘handballing’ of complaints. Retail providers will also be required to report to the ACMA on complaints from their customers, with the ACMA to publish the results.


NBN Co will also be required to report on performance such as their connection timeframes, including ‘right first time’ installations.


Retail providers will be required to undertake a line test at the time of connection to ensure a functioning and quality service and a speed test at any time if requested by a customer. Consumers will also be able to be reconnected to a previous service until they are able to successfully connect to the NBN.


The ACMA will implement the measures from early 2018. A total of $8.7 million will be provided to the ACMA over three years to implement the measures.


More information:


3 January 2017.