Ms Barbara Delaney:

There are two levels. The proposal is that ComReg would set out what should be in the charter under various headings, including billing, refunds and customer service. We hope that this will drive industry to move their standards upwards and make commitments that are genuine, worthwhile and beneficial to their consumers. However, should that not be satisfactory, the proposal in the Bill is that ComReg would have the ability to step in to say what the minimum standard was.