ACCC seeking input to improve consumer information on broadband speeds and performance

INTERNET service speeds and performance are the most complained about thing by Aussie consumers — and it’s not our fault.

ACCC Chairman, Rod Sims, wants consumers to have access to better information regarding ISPs. Picture: Simon Bullard

THE country’s consumer watchdog wants the Australian public to be provided with better information to compare retail broadband providers in the market.

A discussion paper published today by the Australian Competition and Consumer Commission (ACCC) is seeking views on how consumer information about broadband speed and performance can be improved, and made more readily available to the public.

“Consumers are entitled to expect clear and accurate information about broadband services,” ACCC Chairman Rod Sims said.

Currently it is very difficult to accurately compare different internet service providers (ISPs) and their overall performance.

“At the moment, it is difficult for consumers to access accurate information as broadband advertising is not focusing upon speed and performance. Consumers are being presented with little information or vague claims like boost and fast, or just pictures in advertising of athletes or animals,” he said.

In the first quarter of 2016, there were 2159 issues reported to the telecommunications industry ombudsman about slow data speeds. More people contacted the telco ombudsman with internet complaints than any other issue.

In the past there has been calls for the establishment of a broadband monitoring system to address the lack of consumer awareness.

Monitoring programs are up and running in the UK, US, Singapore, New Zealand and Canada but the push to establish a similar system in Australia has taken time.

A pilot program trialled by the ACCC in September monitored the fixed-line internet connection of about 90 Melbourne households was deemed a success by the competition watchdog.

The Australian Communications Consumer Action Network (ACCAN) has long championed the introduction of the scheme. In May, acting CEO Narelle Clark told news.com.au she believed such a program was “inevitable at some point”.

Internet Australia CEO Laurie Patton also recognised the need to better inform consumers, and said a broadband monitoring program was “worthwhile investigating”.

However Communications Alliance chief executive John Stanton has warned “consumers will ultimately pay” for such a scheme and cast doubt over the need for one.

Regardless of the submissions it receives, the ACCC is keen to see customers get a fairer go when it comes to internet service.

“Consumers need accurate information about broadband speed and performance so that they can understand if what they are being offered will actually meet their needs,” Mr Sims said in a statement Tuesday.

“The ACCC believes that it is timely to consider what further steps need to be taken in Australia,” he added.