[AusNOG] Two reviews of NBN and wholesale service standards - due Jan & Feb

[Paul Brooks]

While everyone is thinking of taking a break from the decryption bill, there are two
other reviews under way, each on largely similar topics, namely wholesale performance
standards of NBN and other wholesale network providers, and retail rebates to customers.

These may have a more immediate and larger impact on your business than the Assistance
& Access bill, and worth your time reading over the next few weeks and deciding if you
can provide them some insight into the impact on your services if they also are passed.

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*Dept of Comms paper 'Consumer Safeguards Review - Reliability of Services'* is at
https://www.communications.gov.au/have-your-say/consumer-safeguards-review-consultation-part-b-reliability-services

Its only 14 pages of content, but seeks feedback on more proposed mandatory rules on
retail AND wholesale service providers regarding connection times and repair times:


  *     Mandatory rules which include maximum timeframes on how consumers and small
    businesses connect and stay connected, encouraging providers to keep appointments.
    Significant penalties would apply for non-compliance.
  *     Requirements for providers to focus on keeping consumers connected. This
    includes offering alternative services if maximum timeframes are not met.
  *    Under a fault, services not to be charged for days a fault is active until
    repairs are done
  * If an appointment is missed the consumer must be paid $100 by the organisation
    responsible for attending the appointment (retailer or wholesaler).
  * If another party (such as the network provider) is responsible for a mandatory
    timeframe not being met, it will reimburse the retailer the cost
    of providing any agreed backup or alternative service. Otherwise, the retail
    provider will be responsible for meeting those costs.
  *     All network operators publishing reliability metrics to help consumers make
    informed decisions.
  *     Collection and publication of data by the ACMA on fixed connections, repairs
    and appointments from both wholesale and retail providers.

Submissions will be accepted until* 18 January 2019 by 5:00pm AEDST.*

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*ACCC NBN Wholesale Service Standards Enquiry*

ACCC commenced a public inquiry to determine whether NBN wholesale service standard
levels are appropriate, and consider whether regulation is necessary to improve
consumer experiences.

The ACCC released a second discussion paper on 7 December 2018 seeking further input
on matters raised by stakeholders in the inquiry that were not fully addressed by NBN
Co's enforceable undertaking.

Primarily on rebates to RSPs when NBN fails to live up to its service levels. "Rebates
are a key component of NBN Co’s service level framework. We
consider that rebate commitments should provide strong incentives   on NBN Co to meet
its service levels. Further, rebates provide certainty to RSPs about what to expect
when service levels are not achieved and assist RSPs to provide services that meet end
user expectations"

https://www.accc.gov.au/regulated-infrastructure/communications/national-broadband-network-nbn/nbn-wholesale-service-standards-inquiry/second-discussion-paper

Submissions are due by *15 February 2019*.

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Paul.

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