Australians will have greater certainty about access to voice and broadband services as a result of new Albanese Government reforms passing through Parliament overnight.
The Telecommunications Legislation Amendment (Enhancing Consumer Safeguards and Other Measures) Act 2023 makes a number of changes to telecommunications consumer safeguards, including the operation of the Statutory Infrastructure Provider (SIP) regime.
The SIP regime ensures Australians can access high-speed broadband wherever they live or carry on business, and provides appropriate protections. SIPs are communications and infrastructure companies responsible for providing wholesale high-speed broadband and voice, and connecting customers to their networks, in their service areas.
The updated rules provide greater certainty to consumers in circumstances where their current fixed service provider chooses to stop offering services. The SIP will be required to provide sufficient notice to NBN Co which, as the default SIP for Australia, will then have sufficient time to provide alternative infrastructure and ensure service continuity.
The Act also provides that private networks that service new developments, such as retirement villages, will now be subject to SIP obligations. This will ensure that all consumers, no matter where they live, have access to quality broadband services.
The Act makes clear the Telecommunications Industry Ombudsman's role in resolving disputes about SIP service connections. Under the new laws, the Ombudsman will be able to work with consumers and providers to resolve problems.
The Act also provides important new powers for the Australian Communications and Media Authority (ACMA) to require developers to remediate defective infrastructure that supports telecommunications services in their new developments. This means that the cost of remediation will fall on developers - rather than on home owners or telecommunications providers.
The ACMA will also now be able to identify the performance of individual telcos in its public reports on a range of customer service issues, improving transparency and accountability. Service providers will be encouraged to improve their performance, while consumers will have access to more useful data to inform their choices.
Quotes attributable to Minister for Communications, the Hon Michelle Rowland MP:
"In 2024, access to telecommunications is critical for every aspect of modern life, whether that's running a small business, keeping in touch with family and friends, accessing remote learning or telehealth.
"Consumer safeguards are critical for ensuring Australians get and stay connected.
"The Albanese Government's reforms to telecommunications law will give consumers more certainty, and improve telco industry transparency so that Australian families can make informed choices about the best service for them."
