ACMA enhances nbn migration rules

ACMA has made enhancements to the nbn consumer experience rules to better protect consumers and businesses during the final phase of the nbn migration.

The changes will expand the number of businesses protected by the rules to those with an annual telco spend of up to $40,000, from the previous $20,000, from 14 December.

The changes are also designed to make the rules clearer and more flexible for telecommunications service providers without sacrificing consumer safeguards.

Enhancements have also been made to the Service Continuity Standard, Service Migration Determination, Consumer Information Standard and Complaints Handling Standard.

The first two amended standards will take effect from 14 December, with most of the enhancements to the second set of standards starting on 1 April.

ACMA said these rules remain essential for consumers with 1.5 million premises predicted to move to the nbn over this and the next two financial years.

Under the standards, telecommunications service providers are required to follow rules designed to allow for a smooth transition to an nbn service. If operators cannot get an nbn service working in 23 working days, they must reassess the problem and develop a plan to fix it.

If the problem persists after an additional 20 days, the operator must conduct an audit of the problem setting the next steps for getting a service working and evaluating how such problems can be avoided in the future.

Image courtesy NBN Co.