Document ID: chunk:federal_register_of_legislation:F2020C01085:reg:18:p3
Version: federal_register_of_legislation:F2020C01085
Segment Type: reg
Provision Reference: reg 18 (pt 3/4)
Character Range: 33513–36446

referred to in subsection (4) during the period of 23 working days from the occurrence of the events described in either paragraphs (1)(a) or(1)(b), whichever is applicable; and

           (b)          the information referred to in (a) continues to be accurate at the end of the relevant day.

       (3)          Where a plan is prepared by an NBN CSP in accordance with the requirement in subsection (1), the NBN CSP must send a copy of the plan to the consumer within 2 working days of its being prepared.

       (4)          A plan mentioned in subsection (1) must contain the following minimum requirements:

           (a)          if a consumer requests information about the cause of the problem with the NBN service – a diagnosis of the issue that has caused the NBN service to be not operational;

           (b)          if a consumer requests information about how the issue will be remediated – the steps required to remediate the issue and establish an operational NBN service;

           (c)          the timeframe for completing the required remedial work;

           (d)          any compensation that will be offered to the consumer; and

           (e)          contact details that the consumer can use to gain updates on the completion of the remedial work.

       (5)          If, at a further 20 working days (the further period) after the expiration of the 23 working day timeframe mentioned in subsection (1), the NBN service is not operational, the NBN CSP must arrange for a technical audit to be completed within 10 working days after the expiration of the further period.

       (6)          A technical audit under subsection (5) must identify:

           (a)          why the plan mentioned in subsection (1) did not result in the establishment of an operational NBN service;

           (b)          the steps that are required to remediate the issue and establish an operational NBN service as soon as possible; and

           (c)          the measures that can be instituted to avoid similar problems in other cases.

       (7)          An NBN CSP is not required to prepare a plan mentioned in subsection (1) or complete a technical audit under subsection (5) where it determines on reasonable grounds that the reason why the NBN service is not operational is due to:

           (a) an issue on the consumer's side of the boundary of the telecommunications network; or

           (b) NBN Co not having completed remediation steps that must be undertaken in order for the NBN service to be operational.

       (8)          Where subsection (1), (2), (3) or (5) applies, an NBN CSP must:

           (a)          keep records that are sufficient to demonstrate compliance with that subsection for a minimum of 2 years; and

           (b)          make the records available to the ACMA within 5 working days after receiving a written request from the ACMA.

Part 6—Reasonable assistance