Home Telecoms & NBN ACCC inquiry into NBN Co wholesale standards enters second phase
ACCC inquiry into NBN Co wholesale standards enters second phase Courtesy NBN Co

The competition watchdog's inquiry into the wholesale service standards of NBN Co has entered its second phase and will consider whether regulation is needed to improve customer experience.

The Australian Competition and Consumer Commission said in a statement on Friday that it had released a discussion paper which covered issues that had to be considered, informed by feedback received so far.

It said NBN wholesale service standards were a key part of commercial arrangements between NBN Co and retail service providers that affected the services to NBN customers.

Feedback is being sought on five issues:

  • Aspects of the rebate framework that were not addressed as part of the enforceable undertaking;
  • Information regarding speed and performance issues;
  • Wholesale support for retail consumer safeguards and regulatory obligations targeted at the retail level;
  • Information and reporting of operational outcomes; and
  • Matters relating to liability and third party claims against NBN Co.

The ACCC began the inquiry on 2 November 2017. It released a discussion paper on 18 December 2017 seeking feedback from interested stakeholders.

On 12 September, the ACCC announced that it had been given a court-enforceable undertaking by NBN Co, that it would improve its wholesale arrangements with retail service providers within three months.

“The improved NBN wholesale rebates terms will soon be in effect. We will be monitoring the impact of these terms to ensure they give the right incentives for NBN Co to meet its service level commitments and ensure that consumers are better off,” ACCC commissioner Roger Featherston said.

“The enforceable undertaking addressed some of the more pressing issues, affecting customer experience, but there are still several complex issues to consider, which we are looking at in this second part of the inquiry.”


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Sam Varghese has been writing for iTWire since 2006, a year after the sitecame into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.


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