Migration assurance policy for fixed-line national broadband network (NBN) services

Abstract

This policy focuses on how to improve the migration process for customers and minimise disruption to their national broadband network (NBN) services. It also identifies people who may need extra support to migrate before the disconnection date. It features a statement and framework that set out who is involved and what they need to do to support the transition of services to the new network, with a focus on active industry involvement throughout the migration process. It also identifies four main areas, or \u27pillars\u27, that underpin the successful migration of services: Serviceability—the availability of an NBN service the consumer can move to. Product availability—the presence of a suitable product for the consumer. End user awareness and management—the need for consistent and timely information and support. Installation and activation—the timely completion of service orders. The policy was developed by the Government, NBN Co Limited and Telstra, and informed by extensive stakeholder feedback and public submissions