Tuesday, 26 November 2019 06:27

iiNet penalised by ACMA after bad NBN migration process Featured

iiNet penalised by ACMA after bad NBN migration process Image by succo from Pixabay

A poor NBN migration for a customer has resulted in TPG-owned RSP iiNet being censured by Australia’s communications regulator and forced to take remedial action under threat of a potential $10 million fine.

iiNet was acquired by top four telecommunications provider TPG in 2016 for $1.4 billion, in a merger that raised a few eyebrows at the time over the potential lessening of competition in the marketplace.

The Australian Communications and Media Authority (ACMA) has directed iiNet to conduct an independent audit of its systems after a customer was left without Internet for more than three weeks during the process of moving to the NBN.

An ACMA investigation found iiNet failed to take reasonable steps to minimise the customer’s phone and Internet disruption during the process.

ACMA Chair Nerida O’Loughlin said it is simply not acceptable for customers to be left in the dark with no Internet service while they are moving to the NBN.

“On this occasion iiNet have let this customer down, and they have fallen short of what consumers should be able to expect from their telco providers.

“Telcos must ensure customers who experience problems during their move to the NBN can still access a service while those issues are being fixed.

“Under ACMA rules, iiNet should have offered the customer an interim service while the issue was being fixed, and this didn’t happen.

“Once we see the results of the audit we will monitor iiNet’s progress to ensure this issue doesn’t happen again,” she said.

If iiNet fails to comply with the direction the ACMA may commence court proceedings seeking remedies such as injunctions and civil penalties of up to $10 million.

The ACMA investigation found iiNet’s actions breached the Telecommunications Service Continuity Standard and Service Migration Determination, which are part of a package of rules developed to protect consumers moving to the NBN.

Rules in relation to service continuity came into effect in September 2018 following ACMA research that found almost one in six households moving to the NBN was left without a working connection for more than a week. For almost one in 10 households, the interruption was for more than two weeks.

Enforcing these rules as consumers move to the NBN is an ACMA compliance priority for 2019-20. In June seven telcos were issued with infringement notices totalling $88,200 for failing to provide adequate information about their NBN plans on their websites.

iiNet may apply to the Administrative Appeals Tribunal to review the ACMA’s decision.


26-27 February 2020 | Hilton Brisbane

Connecting the region’s leading data analytics professionals to drive and inspire your future strategy

Leading the data analytics division has never been easy, but now the challenge is on to remain ahead of the competition and reap the massive rewards as a strategic executive.

Do you want to leverage data governance as an enabler?Are you working at driving AI/ML implementation?

Want to stay abreast of data privacy and AI ethics requirements? Are you working hard to push predictive analytics to the limits?

With so much to keep on top of in such a rapidly changing technology space, collaboration is key to success. You don't need to struggle alone, network and share your struggles as well as your tips for success at CDAO Brisbane.

Discover how your peers have tackled the very same issues you face daily. Network with over 140 of your peers and hear from the leading professionals in your industry. Leverage this community of data and analytics enthusiasts to advance your strategy to the next level.

Download the Agenda to find out more


Stan Beer


Stan Beer co-founded iTWire in 2005. With 30 plus years of experience working in IT and Australian technology media, Beer has published articles in most of the IT publications that have mattered, including the AFR, The Australian, SMH, The Age, as well as a multitude of trade publications.



Recent Comments