DOCSLIB.ORG

1St Report of the 45Th Parliament

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
1St Report of the 45Th Parliament Joint Standing Committee on the National Broadband Network The rollout of the National Broadband Network 1st Report of the 45th Parliament September 2017 © Commonwealth of Australia 2017 ISBN 978-1-76010-655-3 Secretariat Ms Ann Palmer, Committee Secretary Mr CJ Sautelle, Principal Research Officer Ms Margie Morrison, Senior Research Officer Ms Carla Ward, Senior Research Officer Ms Ophelia Tynan, Research Officer Ms Margaret Jones, Administrative Officer (to 29 June 2017) Ms Nicole Baxter, Administrative Officer (from 30 June 2017) PO Box 6100 Parliament House Canberra ACT 2600 Ph: 02 6277 3439 Fax: 02 6277 5809 E-mail: [email protected] Internet: www.aph.gov.au/joint_nbn This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Australia License. The details of this licence are available on the Creative Commons website: http://creativecommons.org/licenses/by-nc-nd/3.0/au/. Printed by the Senate Printing Unit, Parliament House, Canberra. Membership of the Committee Committee members Hon Sussan Ley, MP, Chair (from 22 June 2017) LP, NSW Mr Josh Wilson, MP, Deputy Chair ALP, WA Mr Andrew Broad MP NAT, VIC Ms Gai Brodtmann MP ALP, ACT Senator Stirling Griff NXT, SA Senator Pauline Hanson PHON, QLD Senator Sarah Hanson-Young AG, SA Mr Luke Howarth, MP LP, QLD Senator Jane Hume LP, VIC Mr Stephen Jones MP ALP, NSW Senator Chris Ketter ALP, QLD Ms Cathy McGowan AO, MP IND, VIC Mr Brian Mitchell, MP ALP, TAS Senator Deborah O'Neill ALP, NSW Senator Dean Smith LP, WA Senator Anne Urquhart ALP, TAS Mrs Lucy Wicks MP LP, NSW Former members Mrs Lucy Wicks, Chair (from 14 September 2016 to 22 June 2017) LP, NSW Senator Scott Ludlam (to 14 July 2017) AG, WA Mr Michael Sukkar MP (to 24 January 2017) LP, VIC Ms Michelle Rowland MP (to 30 November 2016) ALP, NSW Senator John Williams (to 11 October 2016) NAT, NSW Participating members Senator Malcolm Roberts PHON, QLD iii TABLE OF CONTENTS Committee membership ................................................................................... iii Abbreviations ..................................................................................................... ix List of recommendations ................................................................................... xi Chapter 1.............................................................................................................. 1 Introduction .............................................................................................................. 1 Establishment of the Committee ............................................................................ 1 Conduct of the inquiry ............................................................................................ 1 Acknowledgements ................................................................................................ 2 Note on terminology ............................................................................................... 2 References to Hansard ............................................................................................ 2 Structure of the report ............................................................................................. 2 Context of the inquiry ............................................................................................. 3 Broad overview of the NBN rollout ....................................................................... 5 Statement of Expectations .................................................................................... 11 Chapter 2............................................................................................................ 13 NBN Rollout Progress ............................................................................................ 13 Introduction .......................................................................................................... 13 Stated goals of the rollout ..................................................................................... 13 Status of the rollout .............................................................................................. 14 User demand, usage patterns and trends .............................................................. 24 International comparisons with the NBN rollout ................................................. 33 Committee view .................................................................................................... 36 Chapter 3............................................................................................................ 39 Overview of the NBN Customer Experience ....................................................... 39 Introduction .......................................................................................................... 39 Process of getting NBN services connected and established ............................... 40 Issues with NBN service speeds and performance faults ..................................... 52 Complaints processes and resolution ................................................................... 59 Committee view .................................................................................................... 64 Chapter 4............................................................................................................ 67 Sky Muster .............................................................................................................. 67 Introduction .......................................................................................................... 67 Customer experiences on Sky Muster .................................................................. 68 Opportunities for improving the Sky Muster service ........................................... 79 Committee view .................................................................................................... 86 Chapter 5............................................................................................................ 89 Improving the NBN Customer Experience .......................................................... 89 Introduction of broadband service or performance guarantees ............................ 91 Role of the TIO in resolving customer complaints .............................................. 94 Misleading information provided to customers and consumer education .......... 100 Chapter 6.......................................................................................................... 113 Data collection about customer satisfaction and network performance ......... 113 Introduction ........................................................................................................ 113 Customer satisfaction data captured by nbn ....................................................... 113 Complaints data collected by the TIO ................................................................ 116 Research on the customer experience by the ACMA......................................... 122 Committee view .................................................................................................. 124 Chapter 7.......................................................................................................... 127 Industry, market and regulatory characteristics of the NBN rollout ............. 127 Introduction ........................................................................................................ 127 Industry characteristics ....................................................................................... 127 Market and regulatory characteristics ................................................................ 133 Chapter 8.......................................................................................................... 143 Opportunities for the NBN to provide economic and social benefits .............. 143 Introduction ........................................................................................................ 143 Opportunities for economic growth and innovation........................................... 143 Expanding and developing the delivery of telehealth services .......................... 149 Improving digital inclusion ................................................................................ 155 Participation in education and training ............................................................... 157 Committee view .................................................................................................. 161 Chair's dissenting report ................................................................................ 163 Introduction ........................................................................................................ 163 Performance measurement ................................................................................. 163 Rollout progress .................................................................................................. 165 Meeting financial forecasts................................................................................. 168 Activations and service take-up.......................................................................... 168 Upgrade paths ..................................................................................................... 168 Sky Muster satellite services .............................................................................. 169 Global comparisons ...........................................................................................
Load more

Recommended publications
  • Telecommunications Infrastructure Support Guide
    Telecommunications Infrastructure Support Guide Making the most of the nbn and the Mobile Black Spot Program First Edition — October 2016 A NSW Government Initiative Front Cover: Ed Fagan, Cowra Address & Contact Details Photo: Kate Barclay Suite 4, 59 Hill Street First Edition published in 2016 by Regional Development Australia (PO Box 172) Central West, Orange, NSW. ORANGE NSW 2800 02 6369 1600 This publication is copyright. Apart from any fair use as permitted under the Copyright www.rdacentralwest.org.au Act 1968, no part may be produced by any process without permission from the publisher. All For any questions relating to this guide or the information Rights Reserved. contained herein, please feel free to contact RDA Central West and we will endeavour to provide assistance where possible. Disclaimer: Information provided in this publication is intended as a general reference and is provided About Regional Development Australia Central West in good faith. It is made available on the understanding that Regional Development Australia RDA Central West is a Commonwealth and State funded not-for- Central West is not engaged in rendering professional advice. profit organisation responsible for the economic development and long term sustainability of the NSW Central West region. Regional Development Australia Our organisation is overseen by a Committee of dedicated local Central West makes no leaders who possess a wide cross section of professional skills and statements, representations, or warranties about the accuracy experience. or completeness
    [Show full text]
  • Perth Public Hearing Transcript
    __________________________________________________________ PRODUCTIVITY COMMISSION INQUIRY INTO THE TELECOMMUNICATIONS UNIVERSAL SERVICE OBLIGATION MR P LINDWALL, Presiding Commissioner TRANSCRIPT OF PROCEEDINGS AT PERTH ON TUESDAY, 14 FEBRUARY 2017 AT 8.43 AM Telecommunications 14/02/17 1 © C’wlth of Australia INDEX Page MR BRUCE BEBBINGTON 4-7, 88 MIDWEST DEVELOPMENT COMMISSION MR ROBERT SMALLWOOD 17-31 SHIRE OF CUBALLING MR GARY SHERRY 32-37 REGIONAL DEVELOPMENT AUSTRALIA WHEATBELT MS JULIET GRIST 37-46, 87-88 MEMBER FOR AGRICULTURAL REGION THE HON. MARTIN ALDRIDGE MLC 46-55 GREAT NORTHERN TELECOMMUNICATIONS MR ANDREW MANGANO 55-63 SHIRE OF COOROW MR TED JACK 63-73, 86-87 WA DEPARTMENT OF REGIONAL DEVELOPMENT MR KEVIN LEE 73-76 ISOLATED CHILDREN’S PARENTS’ ASSOCIATION WA MS ELYCE DONAGHY 76-78 WHEATBELT BUSINESS NETWORK MS AMANDA WALKER 79-86 TELSTRA MR BOYD BROWN 89 SHIRE OF WESTONIA MR JAMIE CRIDDLE 89-90104-106 Telecommunications 14/02/17 2 © C’wlth of Australia MR LINDWALL: Good morning. Welcome to the public hearings for the Productivity Commission inquiry into the Telecommunications Universal Service Obligation. My name is Paul Lindwall and I am the Commissioner for the inquiry. I would like to start off with a few housekeeping matters. In the event of an emergency, Travelodge Hotel staff will direct or assist people in evacuating and moving to the Assembly points. We will be breaking for morning tea at around 11 am. We look like we will be concluding the hearing around 1 pm. If you have any particular questions, or wish to present at this hearing, please see PaoYi here at the back, who can arrange you to present or make a statement.
    [Show full text]
  • Communication Infrastructure Study for Precise Positioning Services in Regional Queensland
    View metadata, citation and similar papers at core.ac.uk brought to you by CORE provided by Queensland University of Technology ePrints Archive QUT Digital Repository: http://eprints.qut.edu.au/ Wang, Charles and Feng, Yanming and Higgins, Matthew and Looi, Mark (2009) Communication infrastructure study for precise positioning services in regional Queensland. In: Proceedings of International Global Navigation Satellite Systems Society Symposium, 1-3 December 2009, Holiday Inn Hotel, Gold Coast, Queensland. © Copyright 2009 [please consult the authors] International Global Navigation Satellite Systems Society IGNSS Symposium 2009 Holiday Inn Surfers Paradise, Qld, Australia 1 – 3 December, 2009 Communication Infrastructure Study for Precise Positioning Services in Regional Queensland Charles Wang Queensland University of Technology, Australia +61 7 3138 1963, [email protected] Yanming Feng Queensland University of Technology, Australia +61 7 3138 1926, [email protected] Matt Higgins Department of Environment and Resource Management +61 7 3896 3754, [email protected] Mark Looi Queensland University of Technology, Australia +61 7 3138 5114, [email protected] ABSTRACT Providing precise positioning services in regional areas to support agriculture, mining, and construction sectors depends on the availability of ground continuously operating GNSS reference stations and communications linking these stations to central computers and users. With the support of CRC for Spatial Information, a more comprehensive review has been completed recently to examine various wired and wireless communication links available for precise positioning services, in particular in the Queensland regional areas. The study covers a wide range of communication technologies that are currently available, including fixed, mobile wireless, and Geo-stationary and or low earth orbiting satellites.
    [Show full text]
  • Supporting Australian Smes Go Global
    PARLIAMENT OF THE COMMONWEALTH OF AUSTRALIA From little things big things grow: Supporting Australian SMEs go global Inquiry into access to free trade agreements by small and medium enterprises Joint Standing Committee on Foreign Affairs, Defence and Trade February 2019 CANBERRA © Commonwealth of Australia ISBN 978-1-74366-955-6 (Printed Version) ISBN 978-1-74366-956-3 (HTML Version) This work is licensed under the Creative Commons Attribution- NonCommercial-NoDerivs 3.0 Australia License. The details of this licence are available on the Creative Commons website: http://creativecommons.org/licenses/by-nc-nd/3.0/au/. Contents Foreword ......................................................................................................................................... xiii Members ........................................................................................................................................... xv Terms of Reference ....................................................................................................................... xxiii Abbreviations ................................................................................................................................. xxv List of Recommendations ............................................................................................................ xxix The Report 1 Introduction .............................................................................................................. 1 Conduct of the inquiry ........................................................................................................
    [Show full text]
  • Life Education NSW 2016-2017 Annual Report I Have Fond Memories of the Friendly, Knowledgeable Giraffe
    Life Education NSW 2016-2017 Annual Report I have fond memories of the friendly, knowledgeable giraffe. Harold takes you on a magical journey exploring and learning about healthy eating, our body - how it works and ways we can be active in order to stay happy and healthy. It gives me such joy to see how excited my daughter is to visit Harold and know that it will be an experience that will stay with her too. Melanie, parent, Turramurra Public School What’s inside Who we are 03 Our year Life Education is the nation’s largest not-for-profit provider of childhood preventative drug and health education. For 06 Our programs almost 40 years, we have taken our mobile learning centres and famous mascot – ‘Healthy Harold’, the giraffe – to 13 Our community schools, teaching students about healthy choices in the areas of drugs and alcohol, cybersafety, nutrition, lifestyle 25 Our people and respectful relationships. 32 Our financials OUR MISSION Empowering our children and young people to make safer and healthier choices through education. OUR VISION Generations of healthy young Australians living to their full potential. LIFE EDUCATION NSW 2016-2017 Annual Report Our year: Thank you for being part of Life Education NSW Together we worked to empower more children in NSW As a charity, we’re grateful for the generous support of the NSW Ministry of Health, and the additional funds provided by our corporate and community partners and donors. We thank you for helping us to empower more children in NSW this year to make good life choices.
    [Show full text]
  • Annual Report 2011
    Telecommunications Industry Ombudsman TELECOMMUNICATIONS INDUSTRY OMBUDSMAN 2011 ANNUAL REPORT A year of change CONTENTS ABOUT US 1 How the TIO works 1 Board and Council 2 THE YEAR AT A GLANCE 5 Ombudsman’s overview 5 A year of change 6 Highlights 7 Top trends 2010-11 8 PERFORMANCE 11 Resolving complaints 11 Our organisation 18 Contributing to the co-regulatory environment 22 Creating awareness 23 The Road Ahead 26 TIO IN NUMBERS 27 Complaint statistics 2010–11 27 Top 10 members 32 Complaints by member 37 Timeliness 49 Industry Codes 50 FiNANCiaL REPORT FOR THE YEAR ENDED 30 JUNE 2011 55 Financial report 56 APPENDICES 88 Appendix 1 Systemic issues 1 July 2010- 30 June 2011 88 Appendix 2 List of public submissions made by the TIO 91 Appendix 3 Calendar of outreach activities 93 Appendix 4 Issues by Category 94 Appendix 5 Explanation of TIO data terms 108 1 ABOUT US How the TIO works The Telecommunications Industry Ombudsman is a fast, free and fair dispute resolution service for small business and residential consumers who have a complaint about their telephone or internet service in Australia. We are independent and do not take sides. Our goal is to settle disputes quickly in an objective and non-bureaucratic way. We are able to investigate complaints about telephone and internet services, including by collecting all documentation and information relevant to the complaint. We have the authority to make binding decisions (decisions a telecommunications company is legally obliged to implement) up to the value of $30,000, and recommendations up to the value of $85,000.
    [Show full text]
  • Lord Mayoral Minute Page 1
    THE CITY OF NEWCASTLE Lord Mayoral Minute Page 1 SUBJECT: LMM 28/05/19 - FEDERAL ELECTION RESULTS MOTION That City of Newcastle: 1 Acknowledges the re-election of the Prime Minister, the Hon. Scott Morrsion MP, and the Federal Liberal National Government, following the 18 May 2019 poll; 2 Notes new and returning Ministerial portfolio responsibilities for a number of Minister’s with responsibility for policy regarding local government, including new Minister for Regional Services, Decentralisation and Local Government, the Hon. Mark Coulton MP, Deputy Prime Minister and Minister for Infrastructure, Transport and Regional Development, the Hon. Michael McCormack MP and Minister for Population, Cities and Urban Infrastructure, the Hon. Alan Tudge MP; 3 Congratulates the following local Hunter Members of Parliament on their re-election: • Sharon Claydon MP, Federal Member for Newcastle • Pat Conroy MP, Federal Member for Shortland • Joel Fitzgibbon MP, Federal Member for Hunter • Meryl Swanson MP, Federal Member for Paterson 4 Commits to continuing our collaborative working relationship with the Federal Government and the Federal Labor Opposition for the benefit of the people of the City of Newcastle. BACKGROUND: Following the 2019 Federal election, the Morrison Liberal National Government has formed a majority government. Across Newcastle and the Hunter, all sitting Members of Parliament were returned to represent their communities in the nation’s Parliament. Australians have re-elected our Government to get back to work and get on with the job of delivering for all Australians as they go about their own lives, pursuing their goals and aspirations for themselves, their families and their communities.
    [Show full text]
  • Regional Internet Access Survey Results, 2016
    Regional Internet Access Survey Results, 2016 The BIRRR Regional Access Survey results – a tool to assist in lobbying for Better Internet for Rural, Regional, and Remote Australia BIRRR #datadrought #fixbushinternet Produced by Rachel Hay for Better Internet for Rural, www.birrraus.com Regional and Remote Australia (BIRRR) www.facebook.com/groups/BIRRR/ 2 May 2016 2 This report is published under a Creative Commons License (http://creativecommons.org/licenses/by-nc-nd/3.0/) Publisher James Cook University Townsville, Australia ISBN XXX-X-XXXXXXX-X-X 3 Contents Executive Summary .......................................................................................................................... 7 About BIRRR (Better Internet for Rural Regional and Remote Australia) ......................................... 8 About the Survey ............................................................................................................................... 9 About the sample .............................................................................................................................. 9 About the dataset .............................................................................................................................. 9 Results ............................................................................................................................................ 10 SECTION 1 .................................................................................................................................. 14
    [Show full text]
  • NBN Methodology Report
    ​Mozo Experts Choice Awards NBN Plans 2018 The Mozo Experts Choice Awards recognise products that deliver exceptional value to consumers. They’ve been running since 2014, but this is the first year they’ve been awarded to the best value NBN broadband plans. Product providers don’t pay to be in the running and we don’t play favourites. Our judges base their decision on hard-nosed calculations of value to the consumer, using Mozo’s extensive product database and research capacity. We identify the most important features of each product, group each product into like-for-like comparisons, and then calculate which are better value than most. Winning a Mozo Experts Choice Award means that a product is in the top 10% of products in terms of value for money. ● For product providers, it’s a third-party endorsement of their product. ● For consumers, it’s a sign that a product is among the leaders and is worthy of consideration. This report lists the winners and explains the judging methodology. 1 ​ NBN Plans - 2018 Winners NBN 25 Contract activ8me Sonic ActiveNet Fast AusBBS Standard Harbour ISP Standard myNetFone Standard 25 Spintel Standard Waterfront Networks NBN-25/5 NBN 50 Contract activ8me Super Sonic ActiveNet Faster Belong Standard Plus - Large Exetel Standard Plus Southern Phone Turbo Spintel Plus TPG Fast NBN 100 Contract activ8me HyperSonic ActiveNet Fastest AusBBS Premium Belong Standard Premium - Large Exetel Premium Harbour ISP Standard Plus Southern Phone Max Spintel Premium 2 ​ NBN 25 No Lock-in ActiveNet Fast AusBBS Standard Aussie
    [Show full text]
  • Optus Recognises That Such an Approach, Whilst It Has Strong Policy Merit, Might Be Challenging Politically
    Public Version | Page 1 Executive Summary 3 Developments in the sector have removed the need for a USO 5 Historical rationale of the USO 5 Current USO is a failed policy 7 There is no need for a USO 8 No justification for multiple sets of infrastructure to deliver USO 13 Retail competition over competitive infrastructure ensures supply 13 Current USO imposes high and untested costs 16 Extent of the current USO 16 Costs of the current USO 18 The USO distorts competition 22 Impact of USO on competitors 23 USO tax diverts competitive rural investment 25 Interaction with other government policies 25 Alternate USO policy options 27 A reformed USO should leverage off the NBN infrastructure 28 Promoting retail competition for provision of services 29 Keeping Telstra’s USO contractual position whole 31 Appendix A. Historic rationale of the USO 32 Appendix B. Issues Paper Questions 39 Public Version | Page 2 1.1 The Universal Service Obligation (USO) remains rooted in principles more applicable to the analogue era of telecommunications. It is predominantly focused on the delivery of fixed voice handsets and voice calls over fixed line copper connections. The widespread deployment and use of mobile, data and broadband services now render it increasingly inappropriate. 1.2 Three decades after the genesis of the USO the industry is vastly different from that which existed in the late 1980s: (a) Whilst Telstra retains a dominant position in the market, especially in regional Australia, competitive forces and regulation ensure that customers have access to genuine choice in a way that was not possible in the 1980s.
    [Show full text]
  • New South Wales. Grant Recipient Alexander Park Dressage Club Inc Ballina Tennis Club Inc. Bar Beach Tennis Club Incorporation B
    New South Wales. Grant Recipient Alexander Park Dressage Club Inc Ballina Tennis Club Inc. Bar Beach Tennis Club Incorporation Beecroft Rugby Club Incorporated Churches Football Association Sydney Inc Cumberland Council Eastwood Ryde netball Association Inc. Eurobodalla Shire Council Evans Head Bombers Rugby League Football Club Football South Coast Limited Forbes Shire Council Goulburn Mulwaree Council Goulburn Railway Tennis Club Inc Grafton Sporting Car Club Inc. Harwood Cricket Club Hawkesbury Sports Council Inc. Highlands District Cricket Association Inc Kemps Creek United Soccer Club La Perouse Local Aboriginal Land Council Lilli Pilli Football Club Inc Lindfield Tennis Club Maitland Rugby Union Football Club Inc. Mangoplah Cookardinia United Eastlakes Football and Netball Club Moruya Tennis Club - under auspices of Moruya Bowling and Recreation Club Mungindi Junior Rugby League INC Muswellbrook Little Athletics Centre Incorporated Nambucca Shire Council Northbridge Sailing Club Ltd Northern Beaches Council Northern Storm Football and Sports Club NSW Biathlon Association Penrith City Council Penrith City Council Police Citizens Youth Club NSW Ltd (PCYC lake macquarie) Police Citizens Youth Clubs NSW Ltd (Singleton) Queenscliff Surf Life Saving Club Ltd Scone Gymnastics Club Incorporated Shoalhaven District Football Association Shoalhaven Heads Chamber of Commerce & Tourism Inc South East Junior Oztag Association Southern Ettalong Football Club St. George Rowing Club St. George Football Association Sydney BMX Club Tamworth Junior
    [Show full text]
  • Submission 32
    Productivity Commission Inquiry TELECOMMUNICATIONS UNIVERSAL SERVICE OBLIGATION Victorian Farmers Federation Submission July 2016 The Victorian Farmers Federation The Victorian Farmers Federation (VFF), Australia’s largest state farmer organisation and only recognised consistent voice on issues affecting rural Victoria, welcomes the opportunity to comment on the telecommunications USO. Victoria is home to 25 per cent of the nation’s farms. They attract neither government export subsidies nor tariff support. Despite farming on only three per cent of Australia’s available agricultural land, Victorians produce 30 per cent of the nation’s agricultural product. The VFF represents the interests of our State’s dairy, livestock, grains, horticulture, flowers, chicken meat, pigs and egg producers. The VFF consists of a nine person Board of Directors, with seven elected members and two appointed directors, a member representative General Council to set policy and eight commodity groups representing dairy, grains, livestock, horticulture, chicken meat, pigs, flowers and egg industries. Farmers are elected by their peers to direct each of the commodity groups and are supported by Melbourne-based staff. Each VFF member is represented locally by one of the 230 VFF branches across the state and through their commodity representatives at local, district, state and national levels. The VFF also represents farmers’ views on hundreds of industry and government forums. Peter Tuohey President Victorian Farmers Federation Farrer House 24 Collins Street Melbourne 3000 p 1300 882 833 f 03 9207 5500 e [email protected] w www.vff.org.au Contact: Hannah Lewis Policy Officer Introduction USO – a stagnant agreement in a rapidly evolving market USO reform is crucial to the growth of Australian Agriculture and development of rural communities.
    [Show full text]