New telco rules to improve NBN migration experience
- 25 July, 2018 11:30
The Australian Communications and Media Authority (ACMA) has revealed a new suite of telco rules in order to improve customer experience when migrating to, and using the national broadband network (NBN).
Specifically, the new rules involve outlining the minimum information that telcos must provide to consumers about services before they sign up.
This is alongside the introduction of minimum standards for telco complaints handling processes, before reporting those complaint numbers to the ACMA so that changes can be monitored.
Telcos will also be required to ‘line test’ new services on the network ensuring that lines are working and faults are identified early as well as allow consumers to reconnect to their legacy network systems if required.
“We will also undertake further consumer research to monitor the consumer experience over the coming years, as well as a study into the quality of modems—including those issued by different retail providers—to determine whether intervention is needed,” ACMA said in a statement.
In December, ACMA said it would impose a new set of rules onNBN retail service providers (RSPs) in a bid to improve the consumer experience in moving to the NBN.
According to the Government’s telco industry regulator, 55.7 per cent of all network-related complaints about the NBN were about service quality for the three months to 30 June 2017.
A further 44.3 per cent of network-related complaints were about connection issues.
Meanwhile, complaints about faults took up to 19 calendar days on average to resolve, whereas complaints about connection issues took up to 28 calendar days to resolve, the ACMA’s research found.