What should happen when broadband service fails?
The Australian Communications and Media Authority (ACMA) announced that it will soon consult on rules to assist consumers when their fixed broadband telco fails to meet retail service levels.
ACMA considers it is important that consumers:
- receive the benefit of rebates paid by NBN Co for wholesale service level failures that affect them
- can easily access information about retail service level commitments offered by their telco, consistent with the Australian Government’s Consumer Safeguards Review findings.
To achieve these outcomes, the ACMA intends to make rules that will require telcos to:
- pass on to affected customers any wholesale rebate received from NBN Co, in monetary form or in kind, should a framework for wholesale rebates be implemented
- clearly spell out the retail service levels they will commit to providing customers, including what they will do for their customers when these levels are not met.
ACMA wants to provide flexibility for retail providers to offer different retail service levels and to innovate, but with an expectation of transparency so consumers can make informed decisions.
The ACMA expects to begin its public consultation process with a draft legislative instrument and discussion paper later in 2020.
Should any rebates paid by NBN Co for service failures be passed on in full to retail consumers? How often does the broadband fail in your area?
Telstra often has download speeds less than 1mps where i live so cant get much worse!