Introduce service levels for repairs and installations

The Department of Infrastructure, Transport, Regional Development and Communications has proposed standards, rules and benchmarks for SIPs, the telecommunications carriers that provide wholesale broadband services such as NBN.

" With such a huge undertaking, there are always opportunities to improve the end-to-end customer experience with better alignment, processes and customer communications. "

The proposed rules relate to timeframes for connections, repairs and appointments, and address speeds, remediation and rebates. They are a significant step forward in ensuring telecommunications services are reliable, regardless of where a consumer lives.

Multiple companies are involved in most customer touchpoints with the NBN. Misalignment between the wholesaler, third party technicians and retailers is a frequent cause for complaints. Rules should promote the alignment of all parties, obliging retailers and wholesaler to deliver together for the end user.