The Australian Communications and Media Authority (ACMA) has unveiled its new standards to help reduce issues when consumers migrate to the National Broadband Network (NBN).
The Consumer Information Standard and Service Continuity Standard will both commence on September 21, with the former requiring retail service providers (RSPs) to provide a key facts sheet to all NBN customers and the latter ensuring consumers have access to a broadband service at all times.
"Telcos need to step up to provide better information to their customers and make sure they are not left without a service during their migration to NBN-based services," ACMA Chair Nerida O'Loughlin said.
Under the Telecommunications (NBN Consumer Information) Industry Standard 2018[1], RSPs are to fulfil minimum requirements for providing information on data speeds, online usage, technical limitations, medical alarm services, and security alarm services.
"The content of this industry standard deals with information and advice that retail carriage service providers must provide to consumers, to help consumers make informed decisions about NBN services, prior to entering into a contract with the retail carriage service provider for the supply of those services," it says.
The standard also provides for advertising guidelines, the provision of advice to consumers about NBN services, and the requirement to keep records.
The Telecommunications (NBN Continuity of Service) Industry Standard 2018[2] then attempts to ensure people are not left with no broadband access during the process of migrating to the NBN.
It sets out the requirement to minimise disruption to the supply of telco services to consumers in ready-for-service areas, while mandating that RSPs and NBN must take all reasonable steps to manage migration. It also includes circumstances under which a legacy service