We are seeking feedback on the updated Migration Assurance Framework. The framework is a guide for the telecommunications industry and sets out roles and responsibilities to assist a smooth migration for customers taking up new National Broadband Network (NBN) services.

How it works

Why we want your input
We are seeking your views to help us refine and improve the framework and in turn work to improve industry processes and the customer experience.
How you can voice your opinion
We welcome written submissions from stakeholders by 28 July 2017, 5:00pm AEST.
What will be the outcome of this consultation?
Your feedback will help us to refine and improve the Migration Assurance Framework before its release. The framework will continue to be updated over time to address new technologies and migration issues as they arise.

Consultation Information

Consultation tabs

The Issue
Consultation Period: 
June 30, 2017 09:00 AEST to July 28, 2017 17:00 AEST

Customers taking up new NBN services should have a positive experience with minimal or no disruption as they migrate their services.  

We have developed the draft Migration Assurance Framework in consultation with the telecommunications industry to provide a clear framework for industry that outlines the different roles and responsibilities in the process of connecting customers to a new NBN service.

The updated framework replaces the Migration Assurance Policy of February 2016 to reflect the NBN multi-technology environment.

The Migration Assurance Framework provides:

  • clarification of the roles and responsibilities of all telecommunication industry parties involved in the migration process, including highlighting the important role of retail service providers and their relationship with customers;
  • the importance of a positive customer experience and service continuity; and
  • updated information on power outage considerations and arrangements for the migration of over the top services such as fire alarms, medical alarms and lift phones.

Relevant Documentation

Migration Assurance Framework - Telecommunications industry guide

Published 30th Jun 2017

Download PDF (2.2 MB) Download DOC (2.45 MB)
Telecommunications industry guide


Started June 30, 2017 09:00 AEST
Ends July 28, 2017 17:00 AEST
Days Remaining 8 of 28

Formal Submission

We invite you to to tell us your views on this topic.

Please include:

  • contact name
  • organisation name, if applicable
  • contact details, including telephone number, postal and email addresses
  • confirmation whether or not your submission can be made public—published—or kept confidential.

All submissions to be made public need to meet the Digital Service Standard for accessibility. Any submission that does not meet this standard may be modified before being made public.

If your submission is to be made public, please ensure you do not include any personal information that you don't want to be published.

In general, we publish submissions we receive. We will not publish a submission or part of a submission if we consider material to be defamatory or otherwise unlawful or to be unsuitable for any other reason.

Any submissions provided to us may be released under the Freedom of Information Act 1982 (unless an exemption applies) or shared with other Australian Government agencies or certain other bodies. We may also be required to release submissions for other reasons including for the purpose of parliamentary processes or where otherwise required by law (for example, under a court subpoena). While we seek to consult submitters of confidential information before that information is provided to another party, we cannot guarantee that confidential information will not be released through these or other legal means.

Please  click on the 'Have your say now' button below to upload your submission.

Step 1: Your submission
The Published name below will appear with your submission on our website. This can be your name or an organisation name. You can also choose to remain anonymous or keep both your name and submission private.
Please select if you prefer your submission to remain anonymous. This means your submission will display on the website with the name Anonymous and your name and/or organisation will not appear anywhere on the website.
Please select if you prefer for your submission and/or any additional documents not to be displayed or made publicly available on the website. For more details please see our Privacy Policy.
Please leave a short submission comment no longer than 500 characters.
You can attach up to 4 submission files.
Files must be less than 5 MB.
Allowed file types: pdf doc docx.
Files must be less than 5 MB.
Allowed file types: pdf doc docx.
Files must be less than 5 MB.
Allowed file types: pdf doc docx.
Files must be less than 5 MB.
Allowed file types: pdf doc docx.
Step 2: Contact details

Please enter an Australian landline or mobile phone number including area code.
e.g: 07 1234 5678 or 0414 1234 567

Publication, Confidentiality and Privacy of Submissions Instructions

We may use your details to contact you regarding your submission and we will never share any of your contact details or make your email, or phone number public abiding by our Privacy Policy. For more about Submitting, Confidentiality and Privacy of Submissions please see our Submissions Publications, Confidentiality and Privacy of Submissions Policy.

Alternatively please email your completed submission to migration [at] communications.gov.au or send it to:

Director, Implementation
Consumer Broadband Services
GPO Box 2154
Canberra ACT 2601