NBN consumer experience

The Australian Government has put in place measures to provide consumers with the information and protections required to ensure a smooth transition to the National Broadband Network (NBN).

Regulatory Measures

In 2018, the Australian Communications and Media Authority (ACMA) implemented rules making it easier for customers to understand NBN plan and speed options so they can make informed decisions when choosing a service provider.

Retail providers are also required to report to the ACMA on complaints from their customers, with the ACMA publishing the results. NBN Co are also required to report on performance such as their connection and fault repair timeframes, including ‘right first time’ installations.

Retail providers are required to undertake a line test at the time of connection to the NBN to ensure a functioning and quality service, and a speed test at any time if requested by a customer. Consumers are able to be reconnected to a previous service until they are able to successfully connect to the NBN.

Other work underway?

  • The Australian Competition and Consumer Commission’s (ACCC) Measuring Broadband Australia program independently tests and publicly reports real-world NBN speeds being experienced by consumers;
  • ACCC guidance to retail service providers (RSPs) on how to advertise NBN broadband speeds particularly in peak periods (7-11pm);
  • A Migration Assurance Framework developed and agreed with industry which sets out the roles and responsibilities of all parties in delivering a smooth transition to the NBN.

Where can I find out more?

  • For more information on the  regulatory measures, see the ACMA’s website
  • For more information on how to connect to the NBN, see our NBN webpage or visit NBN Co’s website.
  • For more information on the ACCC’s Monitoring Broadband Australia program, see the ACCC’s website.
  • For more information on the ACCC’s Broadband Speed Claims Industry Guidance, see the ACCC’s website.