Home Telecoms & NBN ACMA guidance for telcos on delivering NBN info to customers
ACMA guidance for telcos on delivering NBN info to customers Image courtesy of Stuart Miles at FreeDigitalPhotos.net Featured

Hard on the heels of the release of a stronger protection code for telecommunications consumers, Australia’s telcos now have a guide explaining how to give their customers better information about moving to the national broadband network.

The newly released guide, jointly developed by the Australian Communications and Media Authority and the Behavioural Economics Team of the Australian Government, gives telcos practical advice about how to design new mandatory "key facts sheets" for NBN plans.

As reported by iTWire, the telecommunications industry lobby group, Communications Alliance, has just released a revised draft of the Telecommunications Consumer Protections Code for a 30-day period of public and stakeholder feedback.

The draft enforceable industry code of conduct has been revised to strengthen consumer safeguards and adapt to changes in the market and technology.

The new guide for telcos explaining how to give customers better information must include important information like:

  • The typical "busy period" download speed a consumer can expect (except for fixed wireless and satellite connections).
  • The level of online usage a given NBN plan can support during the busy period.
  • Solutions available to the consumer if their connection to the NBN isn’t capable of delivering the speed tier specified (for FttN, FttB and FttC connections only).
  • Advice if NBN services won’t operate during a power failure.

The guide supports the ACMA’s new Telecommunications (NBN Consumer Information) Industry Standard 2018, which will take effect on 21 September. The standard specifies the minimum information that telcos must provide, including about the services they supply on the NBN, before consumers sign up. This includes the requirement that telcos provide prospective customers with a key facts sheet.

Now the ACMA has published a new resource for telcos to help them provide clearer and more useful information to consumers moving to the NBN.

According to the ACMA, the better practice guide for NBN providers uses behavioural insights to help telcos provide information to their customers in a way that makes it easier for them to understand.

The ACMA says the guide will be a valuable resource for telcos and will assist them in developing their new "Key Facts Sheets: NBN Services".

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year 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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