The Australian Competition and Consumer Commission (ACCC) has released a discussion paper for its inquiry into NBN wholesale service standards.

The standards are a key part of the commercial arrangements between nbn and internet service providers (ISPs) that affect NBN customer experiences.

The discussion paper seeks views on the service levels that nbn commits to in its wholesale contracts around connections, fixing faults and appointments.

It also explores issues relating to service providers’ access to rebates or compensation when nbn fails to meet its wholesale service commitments.

The ACCC inquiry will consider whether regulation is necessary to improve customer experiences.

“NBN is now in its peak rollout phase and the ACCC is concerned that complaints about connecting to services, including missed appointments and having faults repaired, will continue to grow unless improvements are made now,” ACCC Chairman, Rod Sims, said.

“This inquiry will consider whether there are appropriate incentives for nbn Co to remedy service failures. We will also look at the compensation made available by nbn Co to ISPs, which are responsible for providing redress directly to consumers when things go wrong.

“The ACCC has heard industry concerns from ISPs that the service standards aren’t adequate to ensure customers have a good experience connecting to and having faults repaired for NBN services.”

A key focus of the inquiry will be to consider whether to make a final access determination (FAD) that specifies service levels or other non-price terms and conditions.

It will also consider whether interim regulated terms should be made. 

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