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

The Telecommunications Industry Ombudsman supports the Australian Communications and Media Authority’s (ACMA) intention to impose new rules to better protect consumers migrating to the national broadband network.

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 national broadband network.

Telecommunications Industry Ombudsman Judi Jones said “I welcome any measures that improve the customer experience. 

“We support the proposed measures to ensure upstream providers give reasonable assistance to retail service providers to resolve customer complaints. This is in line with recent changes to our Terms of Reference to involve all relevant parties in complaint resolution.”



*For all media enquiries please contact  Sarah Carnovale on 0437 548 540 or via email.    

*The Telecommunications Industry Ombudsman provides a free and independent dispute service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia. Residential consumers and small businesses should contact or 1800 062 058.

*The Telecommunications industry regulators are the Australian Communications and Media Authority(ACMA). Media enquiries to  02 9334 7719, 0434 652 063 or, and 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, ( 61 431 478 558.

*The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services.  Media enquiries to 0409 966 931 or 02 9288 4000.