Migration Assurance Framework

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 21st Aug 2017

Download PDF (1.49 MB) Download DOC (2.27 MB)

The Migration Assurance Framework establishes principles that guide the migration process and sets out roles and responsibilities of all telecommunications industry parties for a seamless transition to a National Broadband Network (NBN) fixed line service for customers. The framework has been developed in close collaboration with the telecommunications industry.

We have consulted directly with key industry bodies and other interested parties to seek 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.