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ACMA's proposed new rules to better protect consumers migrating to the NBN

15 March 2018

The Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s (ACMA) intention to impose new rules to better protect consumers migrating to the National Broadband Network (NBN).

Australian residential consumers and small businesses made 27,195 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2016 to 30 June 2017) about connection and fault issues relating to services delivered over the NBN.

Ombudsman Judi Jones said “Everyone wants residential consumers and small businesses to have the best possible experience when migrating to the NBN. 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.”

Note to editors:

All media enquiries to Sarah Carnovale, 0437 548 540 or email

About the Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman is a free and independent dispute resolution and complaint handling service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. or 1800 062 058.

About the telecommunications sector
Government and the regulators set policy and regulations for the telecommunications sector. The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) Media enquiries to 02 9334 7719, 0434 652 063 or The Australian Competition and Consumer Commission (ACCC) Media enquiries to 1300 138 917,

Communications Alliance is the peak body for Australian communications industry. Media enquiries to Sefiani Communications. 0431 478 558.

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation. Media enquiries to 0409 966.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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