Turnbull Government bolsters NBN customer experience program
1 August 2017
Government has increased its program of work to ensure customers have a
positive experience on the NBN, with the Australian Communications and Media
Authority (ACMA) to conduct research and collect data on the NBN customer
The ACMA is
commissioning research to obtain information directly from customers about
their experience before, during and after migration to the NBN. The research
will span the range of technologies that are used to connect households and
businesses to the network.
ACMA is using its formal powers under the Telecommunications Act to collect information
from businesses across the NBN supply chain.
participants including retailers, wholesale providers and NBN Co Ltd (nbn) will
receive notices seeking a range of data on issues such as fault handling,
connection timeframes, appointment keeping, telephone number porting, and more.
information will be used to identify where customer issues most commonly arise
and how those issues can be either avoided or resolved more quickly. It will
also help reduce the passing of customer complaints between retailers and nbn.
are the latest to come out of a working group led by the Department of
Communications and the Arts and including the ACMA and the Australian
Competition and Consumer Commission (ACCC).
initiative to improve the NBN customer experience is the ACCC’s Broadband
Performance Monitoring and Reporting program which will provide consumers with
information on real-world broadband speeds provided by various RSPs over the
information visit: http://www.acma.gov.au/theacma/acma-focus-on-the-nbn-customer-experience