Access to broadband and voice services is increasingly the norm. We rely on these services to stay connected and to do business. Consumers expect to get easily connected and stay connected, and when this doesn’t occur, expect that there will be simple, easyto-navigate safeguards in place. This paper sets out the problems and complexities that consumers may face when navigating the current service reliability arrangements, and proposes a number of reforms to help address these.
Please note: a companion paper to assist stakeholder consideration of issues canvassed in the proposals is also available