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ACCC VINDICATES LABOR’S CALL FOR NBN SERVICE STANDARDS BUT MORE ACTION ON SMALL BUSINESS IS NEEDED

October 02, 2019

The ACCC has vindicated Labor’s call for improved NBN service standards, in a sweeping draft determination proposing remedies for delays in fixing NBN line faults, a step Labor has advocated for since June 2018.
 
This includes a financial rebate based on the duration of excessive downtime resulting from an NBN line fault, with the total rebate being subject to a compensation cap.
 
Most importantly, the draft ACCC decision states accountability should be tied to individual service outcomes:
 
“Effective service standards should not only provide commitments on overall or aggregate performance, but should focus on and take into account the performance of each individual service. Service standards also need to incorporate strong incentives to promote good customer experience”
 

However on the issue of small business safeguards, Labor does not believe the proposals go far enough.
 
There should be stronger incentives to safeguard small businesses against excessive NBN downtime, given the financial harm which can often result.
 
Small businesses deserve a higher standard of service and there remains a pressing need to give consideration to this issue.

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