Final nbn migration rules released

The ACMA has released the final set of new rules aimed at reducing instances of customers being left without a connection during the nbn migration process.

The fifth set of new ACMA rules will require nbn retail service providers to conduct a line test to check a customer’s nbn service is working after installation.

In the event an nbn service is not working or cannot be fixed within three days, providers must also offer an interim service or an alternative arrangement that is accepted by the customer.

According to ACMA Chair Nerida O’Loughlin, alternative arrangements will vary based on customers’ preferences.

“For some consumers, an acceptable arrangement might be an uplift in their mobile data allowance; for others, it might be a billing rebate or payment to help cover the data charges,” she said.

Providers must also verify that any existing copper line used to connect a customer to their new nbn service is capable of delivering the maximum data speed specified in their chosen plan. This will support the ACCC’s ongoing efforts to address the issue of customers being sold speed plans their infrastructure is incapable of providing.

Prior rules packages introduced as part of the initiative require operators to provide precise information about nbn plans and to act quickly to resolve customer complaints.

“These new rules will give consumers greater confidence that their telco will make sure their new nbn service will work as expected and provide options if their connection doesn’t work,” O’Loughlin said.

“With this package in place, the ACMA now turns its attention to industry compliance with the new rules and any enforcement action required.”

Industry body Communications Alliance has welcomed the publication of the new rules, which CEO John Stanton said ACMA developed in close collaboration with the sector.

“We are pleased that the ACMA took on board a range of industry’s suggestions to enhance the consumer safeguards afforded by the instruments and making them more workable,” he said.

“While we are pleased with overall instrument, challenges remain in terms of the short implementation timeframes. Smaller providers, who may not be readily able to provide mobile interim services, are also likely to face challenges to comply with aspects of the new instruments.”

Image courtesy nbn co.

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