ACMA drafts new rules for NBN migration to bolster consumer protections

The Australian Communications and Media Authority (ACMA) is looking to hand down a set of new rules aiming to protect consumers moving to the NBN.

The authority is looking to make changes to how NBN providers make critical information available to customers, to ensure that new connections to the NBN are working effectively and that customers are not left without a working internet service for an extended period of time when migrating to the NBN.

“The migration to the NBN is a complex task for industry and consumers. These rules are designed to address consumer ‘pain points’ in the process,” ACMA chair Nerida O’Loughlin said.

“We look forward to feedback on the draft rules we have released today.”

This comes after recent ACMA research that found 14 percent of internet households reported were left without an internet service for more than a week after migrating to the NBN and that only around half of internet households knew the speed required to meet their needs.

The rules are currently released for public comment, with a deadline for submissions set at 5pm on 11 May.

“These rules will ensure that consumers have the information they need to choose a service plan that meets their needs. They will also ensure that consumers have confidence that their new NBN service will work as promised,” O’Loughlin said.

“And if there is a problem with their new NBN service, consumers will be able to move back to their old service while the problem is fixed. They may also agree to an alternative service if they prefer.”