Telecommunications (NBN Consumer Experience Industry Standard) Direction 2017
7Standard on promoting continuity of voice and broadband services
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7 Standard on promoting continuity of voice and broadband services
(1) The ACMA must determine an industry standard that: (a) applies to all of the following: (i) carriage service providers in relation to the services they supply using a legacy network; (ii) carriage service providers in relation to the services they supply using the NBN; (iii) carriers to the extent that those carriers supply legacy services; (iv) NBN Co Limited in its capacity as a carrier; and (b) deals with the provision of voice and broadband services by persons listed in paragraph (1)(a) to consumers in areas where legacy services are readily able to be supplied and the area has been declared ready for service by NBN Co Limited. (2) Without limiting paragraph 7(1)(b), the industry standard must deal with: (a) requirements for the supply to a consumer of a legacy service that is a voice service, a broadband service, or both, to their premises using a legacy network, where it is not possible to obtain a working voice or broadband service using the NBN, including requirements for the supply of such services in the following circumstances: (i) where the migration of a legacy service to the NBN has been unsuccessful, and is unlikely to be successful within a reasonable period of time; and (ii) where the migration of a legacy service to the NBN has been successful, but a voice service or broadband service cannot be supplied to a particular consumer on the NBN for an unreasonable period of time, and it remains readily feasible to supply legacy services to that premises; (b) processes for the reconnection of legacy services if required in accordance with a requirement for the purposes of paragraph (2)(a), including timeframes for completion of those processes; (c) requirements for persons listed in paragraph (1)(a) to nominate a contact point for coordination activities in relation to reconnection of legacy services, including requirements regarding who that nomination must be communicated to, and in what manner.