To further define the level of service SIPs provide, the Department is consulting on draft standards, rules and benchmarks covering:
maximum timeframes for connection, repairs, and appointment keeping,
network remediation plans,
transparency requirements for any rebates payable, and
The draft standards, rules and benchmarks draw on arrangements currently used by NBN Co as the default SIP for all of Australia, as well as the historical Customer Service Guarantee (CSG).
The SIP arrangements are part of a new consumer protection framework for Australian telecommunications that directs regulation at underlying wholesale networks, while leaving stronger competition to shape consumer outcomes at the retail level.