Part 3Provision of advice to consumers about NBN services

Part 3—Provision of advice to consumers about NBN services

12 Minimum requirements to provide advice about NBN services

(1) A retail carriage service provider must advise a consumer whether they will be able to keep using their existing telephone number if they transfer their voice service to the NBN: (a) immediately if a consumer specifically asks the provider for this information; and (b) in any event, prior to the consumer entering into a consumer contract for the supply of an NBN voice service from the provider. (2) Where a retail carriage service provider is engaged in a discussion with a consumer about acquiring an NBN service, or receives a request from a consumer to supply an NBN service, the provider must ask whether the consumer uses a medical alarm service or security alarm service, and where this is the case, the provider must: (a) advise the consumer that if they wish to continue to use that service, they should contact the provider of those services to check whether the medical alarm service or security alarm service is compatible with an NBN service, and, if not, what alternatives are available; and (b) in a case where the consumer indicates that they use a medical alarm service - recommend that the consumer register their medical alarm service on the NBN Medical Alarm Register, and advise that this register can be found on NBN Co’s website. Note: The Medical Alarm Register can be accessed on NBN Co’s website: https://www.nbnco.com.au. (3) Where a retail carriage service provider receives a request from a consumer to enter into a consumer contract for an NBN consumer plan with a FTTN, FTTB or FTTC connection, the provider must advise the consumer in clear and plain language about the matters referred to in paragraph 8(1)(d) prior to entering into a consumer contract for that NBN consumer plan.