Wednesday, 21 October 2020 14:24

Consumers, telcos to benefit from new NBN consumer experience rules: ACMA Featured

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Australia’s telecommunications regulator, the Australian Communications and Media Authority (ACMA), has taken action to enhance NBN consumer experience rules to protect Australians during the final phase of the National Broadband Network migration.

The ACMA says the changes to enhance NBN consumer experiences will also make the rules clearer and more flexible for telco providers – without sacrificing important consumer safeguards.

The improvements, which follow a review by the ACMA, will benefit both consumers and telco providers, with the enhancements expanding the number of businesses protected by the rules.

Under the changes announced by the ACMA on Wednesday, from 14 December 2020, businesses with an estimated annual telco spend of up to $40,000 will now be covered, up from $20,000 previously.

The ACMA says that rules covering the NBN migration remain essential for consumers, with 1.5 million premises predicted to move to the NBN over the current and the next two financial years.

While the enhancements to the Service Continuity Standard and Service Migration Determination start on 14 December, the ACMA said most enhancements to the Complaints Handling Standard and Consumer Information Standard will start on 1 April 2021. 

The enhancements to NBN consumer experience rules have been made to the following rules:


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Peter Dinham

Peter Dinham - an iTWire treasure is a mentor and coach who volunteers also a writer and much valued founding partner of iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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