Part B: reliability of services—Consumer Safeguards Review—Final report

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This report is primarily focused on part B of the Terms of Reference for the Consumer Safeguards Review. The Part B consultation paper invited submissions from stakeholders from 15 November 2018 to 18 January 2019. This report summarises key issues raised in submissions, the outcomes of the consultation process and sets out a number of recommendations.

The report recommends:

  • wholesale level regulation of connections, repairs, and appointment keeping timeframes to underpin whole of industry performance on connecting and repairing individual services
  • retail level requirements for clear consumer information around service commitments from retailers together with transparency of performance
  • further consideration of well targeted and sustainable arrangements to maximise connectivity for medically vulnerable consumers, and
  • addressing existing reliability safeguards of limited and declining relevance.