Service testing for consumers

The department has established an independent data speed and network availability testing facility to help provide feedback on customers’ experiences with their broadband services under the Australian Government’s Australian Broadband Guarantee (ABG) program. This facility is independently hosted and managed by a certified and accredited consultant to ensure that broadband service providers registered under the subsidy program comply with the service level requirements of the program guidelines.

People who have services subsidised under this program can use this facility to test the average data speed of their broadband services (the standard test) as well as test the impact of other service elements such as latency and web page download (the optional advanced test).

The ABG program ends on 30 June 2011. However, registered providers are required to provide each subsidised broadband service for at least three years from the date of connection.

For the ABG 2010–11, the minimum service levels for providers were:

Network: their network must be available at least 99 per cent of the time.
Data speed: they must ensure that at least 60 per cent of the data speed of your broadband service plan is achieved at least 85 per cent of the time.

What role is played by the department to ensure these requirements are met?

The department has established a data speed and network availability testing facility that has high-bandwidth access to the internet and meets industry standards.

The department has engaged an independent and accredited consultant to manage and operate the facility on an ongoing basis. The consultant also conducts data speed and network availability tests every month on registered providers and reports on those test results.

The test results are published online every month (see ‘Monthly provider testing reports’ below). Providers who fail the testing are notified and requested to take immediate steps to remedy the situation.

Where can I test my data speed?

If you are experiencing difficulties with your ABG broadband service, you should first contact your provider to discuss possible resolutions. If you are not satisfied with any proposed remedy to your service difficulties, please contact the department via a free call on 1800 883 488 weekdays between 8.30 am and 5.00 pm (eastern time) for further assistance.

If you would like to conduct data speed testing on your ABG broadband service, please go to the test facility found at www.abgtest.com.au. If you experience difficulties with using the test facility, you may contact the department via a free call on 1800 883 488 weekdays between 8.30 am and 5.00 pm (eastern time) for further assistance.

Please note that you can only conduct a data speed test; network availability testing is only conducted by the consultant on registered broadband service providers.

Improved service testing arrangements

Over the first half of the 2011–12 financial year, the department will deploy a number of new testing devices in a sample of ABG customers premises to more accurately simulate the actual customer experience. The devices are currently under development and are expected to become available from September 2011. The department will provide further details at that time.