Mitch Fifield (Victoria, Liberal Party, Minister for Communications) Share this | Hansard source

Thank you, Senator Smith, for your ongoing interest in the NBN. I will just quickly touch on Senator Smith's home state of Western Australia. The rollout is full steam ahead in WA, with over 70 per cent of premises in the west being able to connect to the network and close to 400,000 premises having an active service—a far cry from what was bequeathed to us by those opposite when they left office.

Improving the NBN consumer experience is a key priority for the government, and we have taken action. Through the Australian Communications and Media Authority, this government is putting in place tougher consumer protections for households and businesses switching to the NBN. Telco customers do deserve to have their complaints dealt with quickly and effectively, and these new rules will specify how complaints must be managed, including time frames for response and resolution. Importantly, they will help address the handballing of complaints between telcos and the NBN.

I'm pleased to let you know that in coming months further requirements will be placed on retailers to make sure that services are confirmed as working following an installation. Also the risk of being left without any fixed-line service will be reduced as retailers will be required to reconnect a home or business to their old service if the NBN isn't available straightaway for any reason.