Migrating to the NBN: The experience of Australian consumers


The NBN network (NBN) is an Australia-wide project to upgrade the existing fixed-line phone and internet network. Since 2009, NBN Co Limited (NBN Co)—a wholly Australian Government-owned company—has been tasked to build, design and operate Australia’s first national wholesale-only, open-access network.

Migrating to the NBN—The experience of Australian consumers details the results of research commissioned by the ACMA to examine the Australian consumer migration experience before, during and after migration to fibre-to-the-premises (FTTP) NBN services.

It complements the ACMA’s Reconnecting the Customer—Tracking consumer outcomes: 2016 update (RTC2), which tracks the effectiveness of changes to the Telecommunications Consumer Protections (TCP) Code in 2012 and other outcomes of the ACMA’s Reconnecting the Customer inquiry. 

Release date

December 2016






Migrating to the NBN—The experience of Australian consumers

3 MB

686 KB


Attachment A—Questionnaire


123 KB 


Data files for Migrating to the NBN


8 KB

Media release: Telco customer service: some things to celebrate & some to watch out for


Comments and enquiries about the report should be sent to

Last updated: 04 July 2017

Most commented

Most read

Back to top