New ACMA rules should make it easier to get NBN issues fixed

Alex Choros - Managing Editor + Group Telco Editor

Last updated 15 March 2018

The Australian Communications and Media Authority (ACMA) has proposed new guidelines that should make it easier for NBN customers to get their complaints resolved. The proposed guidelines would require any ISP selling NBN connections to formerly establish and document complaints-handling processes and ensure senior staff handle complaints when they crop up.

A provider would be obligated to make these documents available to customers when a complaint is made, to provide clarity around how it will attempt to resolve the issue.

"Telco customers deserve to have their complaints dealt with quickly and effectively," said ACMA Chair Nerida O’Loughlin. "As industry co-regulation is proving ineffective in this area, we will put in place rules so that the ACMA can act more quickly to deal with non-compliance."

The new rules would also give customers the right to escalate complaints to the Telecommunications Industry Ombudsman (TIO) if the ISP has been given a reasonable amount of time to address and resolve the issue.

The TIO welcomed ACMA's proposed new rules.

"Everyone wants residential consumers and small businesses to have the best possible experience when migrating to the NBN," said Ombudsman Judi Jones. "If a complaint does occur, the complaint process should support a productive outcome."

"The proposed rules changes are a positive step towards aligning the consumer experience with their expectations."

ACMA is taking public submissions on the new rules until April 16. It expected that the rules will come into effect in June.

Compare NBN plans here.

Alex Choros

Managing Editor + Group Telco Editor | X | Instagram | Threads | LinkedIn

Alex Choros is the Managing Editor of WhistleOut Australia and an award-winning journalist. He's been writing about consumer technology for over a decade and is an expert on the Australian telco sector, to the point where he knows far too many phone and internet plans by heart. In addition to leading the WhistleOut editorial team, Alex is responsible for ruining the office Sonos with his troubled taste in music.

Read full bio