Telstra agrees to comply with NBN consumer rules

27 Oct 2021

A new court-enforceable undertaking from Telstra has been accepted by the Australian Communications and Multimedia Authority (ACMA). According to the regulator the commitment will require Telstra to continue implementing new measures to support ongoing compliance with rules designed to ensure consumers have a smooth migration to the National Broadband Network (NBN).

Under these rules, operators must provide a replacement service after three working days of a customer being left without a service during a failed attempt to connect to the NBN. Additional rules require that, if after another 20 working days the NBN connection is still not working, the telco must develop a remedial plan to address the issue. If the service is still not working after 40 working days, it must conduct a technical audit to identify the necessary steps to complete the migration.

Announcing the development, the ACMA noted that this is the second enforceable undertaking it has accepted from Telstra in relation to these rules. Under the first, Telstra’s compliance with the rules was said to have ‘improved significantly’, but the watchdog said there continued to be reported non-compliance in relation to orders being managed on an interim platform that the carrier is in the process of phasing out. As such, the ACMA noted that the scope of the new undertaking ‘is focused on ensuring that any required remedial plans or audits are provided for the small group of NBN migration orders that continue to be managed on the interim platform’. It claimed this was necessary as Telstra had not automated the delivery of remedial plans and technical audits for NBN migration orders on this interim platform as had been required under the first EU which expired on 30 August 2021.