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The Australian Communications and Media Authority (ACMA) is commissioning research in relation to the NBN customer experience. The initiative is in conjunction with the Turnbull Government’s increasing program of work to ensure customers have a positive experience on the NBN.

ACMA, in coordination with the Department of Communications and the Arts and the Australian Competition and Consumer Commission, is obtaining information from industry participants involved in providing services using the NBN. ACMA is using its statutory powers to ensure that the information provided by different participants is clear, accurate, comparable and promptly provided.

The rollout of the National Broadband Network (NBN) has accelerated rapidly over the past 12 months. Retail Service Providers now provide more than 2.5 million premises with an NBN service across fixed line, fixed wireless and satellite technologies and over 5.7 million premises are now ready for service on the NBN.

As the number of consumers migrating to the NBN has increased, so too has the number of reports of consumer problems. Reported problems include issues around connection to the NBN and subsequent faults and performance issues.

The ACMA said a clear and comprehensive set of information is needed to achieve a better understanding of the type, incidence and causes of these problems.

The ACMA is commissioning research to examine the current Australian consumer experience before, during and after migration to the NBN, across the range of NBN technologies that are being connected to households and businesses in the twelve months prior to the research fieldwork. That research will update and build on the ACMA’s 2016 research into the experience of Australian residents and small to medium businesses migrating to the NBN.

This work will help ensure that steps to improve the overall NBN experience of Australians  are well targeted and effective.

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