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Government bolsters NBN customer experience program

The Turnbull Government has increased its program of work to ensure customers have a positive experience on the NBN, with the Australian Communications and Media Authority (ACMA) to conduct research and collect data on the NBN customer experience.

The ACMA is commissioning research to obtain information directly from customers about their experience before, during and after migration to the NBN. The research will span the range of technologies that are used to connect households and businesses to the network.

Additionally, the ACMA is using its formal powers under the Telecommunications Act to collect information from businesses across the NBN supply chain.

21 industry participants including retailers, wholesale providers and NBN Co Ltd (nbn) will receive notices seeking a range of data on issues such as fault handling, connection timeframes, appointment keeping, telephone number porting, and more.

This information will be used to identify where customer issues most commonly arise and how those issues can be either avoided or resolved more quickly. It will also help reduce the passing of customer complaints between retailers and nbn.

These initiatives are the latest to come out of a working group led by the Department of Communications and the Arts and including the ACMA and the Australian Competition and Consumer Commission (ACCC).

Another key initiative to improve the NBN customer experience is the ACCC’s Broadband Performance Monitoring and Reporting program which will provide consumers with information on real-world broadband speeds provided by various RSPs over the NBN.

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