Watchdog wants feedback for its NBN inquiry

THE consumer watchdog is inviting input for its inquiry into national broadband network wholesale service standards to help it decide whether regulation is needed for the sector.

In a discussion paper released yesterday, the Australian Competition and Consumer Commission said it was seeking feedback on the service levels that NBN Co – which is building the network – commits to in its wholesale contracts.

It also wants feedback on fault fixing and appointments, plus service providers’ access to rebates or compensation when NBN Co fails to meet its commitments.

“These standards are a key part of the commercial arrangements between NBN Co and internet service providers ... that affect NBN customer experiences,” the ACCC said.

ACCC chairman Rod Sims said the commission was concerned that complaints about connecting to the NBN, including missed appointments and having faults repaired, would continue to grow unless improvements were made now.

“This inquiry will consider whether there are appropriate incentives for NBN Co to remedy service failures,” Mr Sims said. “We will also look at the compensation made available by NBN Co to ISPs, which are responsible for providing redress directly to consumers when things go wrong.”

The ACCC said it also welcomed stakeholders’ perspectives on other, broader issues relating to NBN wholesale service experiences.