Deborah O'Neill (NSW, Australian Labor Party) Share this | Link to this | Hansard source

My question is to the Minister for Communications, Senator Fifield. The chief operating officer of TPG recently said, 'With fibre to the node, we're not even allowed to lodge a fault with NBN unless the line performs less than 12 megabits per second.' Does the minister consider this practice to be fair to consumers, or is this simply what Australians should expect on the second-rate copper NBN?

Mitch Fifield (Victoria, Liberal Party, Manager of Government Business in the Senate) Share this | Link to this | Hansard source

Colleagues would be aware that one of the reasons the NBN is being rolled out much faster than was the case under our predecessors, and why it will be completed at significantly less cost is because of—

Stephen Parry (President) Share this | Link to this | Hansard source

Senator O'Neill, a point of order?

Deborah O'Neill (NSW, Australian Labor Party) Share this | Link to this | Hansard source

Yes, Mr President. I'm aware that the senator is only shortly into his time, but this is a speaking point that we've heard on multiple occasions. It's not related to my question in any way, which asked the minister to consider the practice of retail service providers lodging a fault with NBN and them being unable to do so unless it's less than 12 megabits per second. The question goes to: is this practice fair to consumers, or is it simply what Australians should expect of a second-rate copper NBN? We don't need to hear the minister's speaking notes again, thanks.

Stephen Parry (President) Share this | Link to this | Hansard source

Thank you. In relation to the second element of your question, the minister was directly relevant to that point, and I'll call the minister. You did acknowledge yourself that the minister has only just recently commenced his answer.

Mitch Fifield (Victoria, Liberal Party, Manager of Government Business in the Senate) Share this | Link to this | Hansard source

Thanks, Mr President. As I was saying, it's precisely because of the multitechnology mix approach adopted by this government that the NBN will be completed six to eight years sooner than would otherwise have been the case, and at about $30 billion less cost.

The senator is quite right: part of the multitechnology mix is the deployment of the fibre to the node. Now, if colleagues will look around the world, it is extremely common that a multitechnology approach is taken around the world because it's recognised that you've got to deploy the technology that makes sense in a given area. If it makes sense, for instance, to use the existing HFC pay TV cable, then use that. If it makes sense to deploy what we're calling fibre to the curb, then that should happen. If fibre to the node makes sense, do that; if fixed wireless makes sense, do that; and if the use of satellite is what is most sensible in a given area, then that should be used.

That is the approach that we're taking, and of course—

Stephen Parry (President) Share this | Link to this | Hansard source

Order! Senator O'Neill, a point of order?

Deborah O'Neill (NSW, Australian Labor Party) Share this | Link to this | Hansard source

Mr President, with 30 seconds to go, the minister has not approached any detailed conversation about the 12 megabits per second. Is that a satisfactory point at which complaints can be lodged?

Stephen Parry (President) Share this | Link to this | Hansard source

I acknowledge that, Senator O'Neill, but the second part of your question was: is this what consumers should expect? I think the minister has clearly outlined what consumers should expect. The minister has been directly relevant to the question, and I call the minister.

Mitch Fifield (Victoria, Liberal Party, Manager of Government Business in the Senate) Share this | Link to this | Hansard source

Thank you, Mr President. If a consumer has an issue with their NBN service, their first point of contact should be the retail service provider. The retail service provider, where they believe there's an issue with the NBN network, will then liaise with the National Broadband Network. That is actually the design of the scheme put in place by those opposite.

Stephen Parry (President) Share this | Link to this | Hansard source

Senator O'Neill, a supplementary question?

Deborah O'Neill (NSW, Australian Labor Party) Share this | Link to this | Hansard source

Given retail providers say that NBN refuses to investigate problems where the line speed is not below 12 megabits per second, what advice does the minister have for Australians on the copper NBN, who are paying for 50 megabits per second but can only receive a maximum of 14 megabits per second?

Mitch Fifield (Victoria, Liberal Party, Manager of Government Business in the Senate) Share this | Link to this | Hansard source

I think, as colleagues here would know, there can be a range of reasons why a consumer is receiving speeds lower than they expect. It can be the case of the in-house wiring. It can be the case of the modem that the individual has. It can be a function of the amount of capacity that a retailer purchases. What I encourage all consumers to do, if they are not satisfied with the service they are receiving, is contact their retail service provider. If they're still not satisfied, they should contact the Telecommunications Industry Ombudsman.

We think it's very important that there is transparency about what is happening with the NBN. That's why we've charged the ACCC to deploy 4,000 probes in premises around the nation, so that there will be visibility in terms of the speeds that retailers are providing.

Stephen Parry (President) Share this | Link to this | Hansard source

Senator O'Neill, a final supplementary question?

Deborah O'Neill (NSW, Australian Labor Party) Share this | Link to this | Hansard source

Thank you, Mr President. Given the Turnbull government has set a minimum service level of 25 megabits per second in its statement of expectations, what is the minister doing to ensure Australians with a copper line speed below 25 megabits per second can have their NBN problems investigated in a fair and transparent manner?

Mitch Fifield (Victoria, Liberal Party, Manager of Government Business in the Senate) Share this | Link to this | Hansard source

As I was just starting to outline, where consumers believe that their retailer has not provisioned their service as it should, that is a significant matter, and that's an area where we expect the ACCC to investigate. I have written to the ACCC asking them to investigate such cases. The ACCC has issued six principles to retailers to guide their advertising. The ACCC will shortly be providing further guidance to retailers. But, as I say, this is an area where we want transparency. That's why I asked the Australian Communications and Media Authority to engage in an exercise of compulsory information receipt from retailers and others in the supply chain for the NBN network.