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ACCC scrutinising NBN service standards in light of increasing complaints

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ACCC scrutinising NBN service standards in light of increasing complaints

The competition watchdog the ACCC– concerned about increasing service complaints to the National Broadband Network - has issued a discussion paper as part of its inquiry to consider whether regulation is necessary to improve customer experiences with the NBN.

The Australian Competition and Consumer Commission chief Rod Sims says the “NBN is now in its peak rollout phase and the ACCC concerned that complaints about connecting to services, including missed appointments and having faults repaired, will continue to grow unless improvements are made now”.

“This inquiry will consider whether there are appropriate incentives for NBN Co to remedy service failures. We will also look at the compensation made available by NBN Co to ISPs, which are responsible for providing redress directly to consumers when things go wrong.

“The ACCC has heard industry concerns from ISPs that the service standards aren’t adequate to ensure customers have a good experience connecting to and having faults repaired for NBN services”

{loadposition peter}NBN service standards are a key part of the commercial arrangements between NBN Co and internet service providers (ISPs) that affect NBN customer experiences, and will be under scrutiny by the ACCC.

The discussion paper issued on Monday seeks views on the service levels that NBN Co commits to in its wholesale contracts around connections, fixing faults and appointments, and also explores issues relating to service providers’ access to rebates or compensation when NBN Co fails to meet its wholesale service commitments.

Sims says a key focus of this inquiry will be to consider whether to make a final access determination (FAD) that specifies service levels or other non-price terms and conditions – and it will also consider whether interim regulated terms should be made.

Submissions are due by Friday 16 February 2018.


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