Consumers now have access to an education package designed to help them better understand the factors that can influence the performance of their broadband service.
The newly released online service has been developed by ISP members of the peak telecommunications industry group — Communications Alliance — providing advice to consumers on how to improve their customer experience when using broadband connections.
The new service also provides trouble-shooting tips and advice on interactions with ISPs.
Input in developing the package was also provided by other industry stakeholders, including the Department of Communications and the Arts, the Australian Communications and Media Authority, the Australian Consumer and Competition Commission and the Telecommunications Industry Ombudsman.
{loadposition peter}Communications Alliance chief executive John Stanton noted there had been much public and regulatory commentary recently about the Australian broadband services' performance.
“That’s not surprising, given the importance that Australians place on broadband’s role in facilitating their daily personal and business interactions," he said.
“But many consumers have found it difficult to understand the differences between various broadband technologies, what factors can influence the performance of each, what they should look for when choosing a broadband service, what they can do to improve the performance of their service and what to do if something goes wrong.”
While acknowledging that some factors are outside the consumers’ control, Stanton said the information package, released on Thursday, was designed to give many consumers a “broader understanding of how the technology works and the knowledge to positively influence the factors that they can control”.
The information — which will be updated periodically to take account of technological and other developments — is available to any stakeholder that wishes to publish it or make it available online, and to access it click here.