With a total of 43,164 complaints lodged about broadband, the main issues faced by customers can be split into five categories: Unsurprisingly, a huge chunk of complaints are NBN-related. However the numbers are sliced and diced, complaints about the NBN are up in absolute and relative terms. watch Ziggy Switkowski reappointed as NBN chair. By getting involved one consequence of the ACCC’s actions is to further highlight NBN Co’s business model disaster, and the obsolete FTTN technology preferred by the Prime Minister Malcolm Turnbull at the 2013 Federal election. The majority related to delays in setting up the connection: 1122 internet connections and 783 landline connections had problems. • NBN Co’s Board and senior management team are directly responsible for the growing mess here and it is time that they stopped blaming others, changed direction and worked to improve consumer satisfaction. Rather than address the complaints, NBN CEO Bill Morrow and his growing team of media handlers and spin merchants are working overtime to bury the extent of the problem. Garmin MARQ Performance Editions: Band and sensor options for luxury GPS tool watches. Visit the NBN Co website to learn more about the NBN. If you have a new or existing complaint, contact us through our online form or call us on 1800 062 058. Can someone tell me what is the best way to lodge a complaint and actually get … In 2011, he won the IT Journo Award For Best Consumer Technology Journalist and Consensus IT Writers Award for Best Technical Writer for his work on Lifehacker; about time too. By the end of the rollouts, Australia could have about 50 per cent connected to the NBN using the obsolete Fibre to the Node (FTTN) and New Zealand will have about 85 per cent connected using UFB. users. Criticism of NBN Co’s failure to address consumer complaints is steadily increasing. Hey I’m with you. What if I need further assistance? NBN Co’s role is to provide the underlying infrastructure and wholesale products that are the building blocks upon which telecommunications companies develop retail products to offer to consumers. The TIO recorded 11,635 complaints regarding switching providers or setting up an NBN connection, with a significant increase in the second half of the year (from 6.7 complaints per 1,000 premises added in the first half, to 8.6 per 1,000 premises in the second). Subscribe to our newsletter for InnovationAus news delivered right to your inbox. The ACCC should not be an active and willing participant that aids NBN Co’s unconscionable plans. high The National Broadband Network (NBN) is a major upgrade to Australia's national telecommunications infrastructure, and will deliver fast broadband to all Australian homes and businesses. | September 24, 2019 -- 20:00 GMT (21:00 BST) Watch: Getting assistance. For complaints still not resolved, we investigate further and make a binding assessment. If you haven’t got NBN don’t complain about it – stick with your “normal” ADSL. You can pay for that to be connected yourself!! NBN Co has also taken steps to push aspects of the consumer premises setup onto retail service providers and recently asked the ACCC to agree to shifting the network boundary back from premises to the nodes thereby shifting construction related problems onto consumers. Medical alarms, autodiallers and emergency buttons that use a fixed line connection need to be migrated to the National Broadband Network, or an alternative operating platform, before your existing service is disconnected. given The TIO aims to settle disputes quickly in a fair and reasonable manner. This year the TIO highlighted the top five issues in each service type, with complaints labelled as "no or delayed action by provider" being in the top two for each type. I love how people complain about not having a connection to NBN when they already have ADSL or ADSL 2+. The TIO is a free and independent alternative dispute resolution body for small business and residential consumers in Australia. The NBN is a wholesaler, and has a certain amount of protection at the moment from complaints. Complaints related to NBN services accounted for 41% of all iiNet complaints, 37% of all TPG complaints, and 23% of complaints made about Optus. If you are on a personal connection, like at home, you can run an anti-virus scan on your device to make sure it is not infected with malware. Why? 112,895 complaints were made by non-business customers in the last financial year, accounting for an overwhelming 85.3% of all complaints received in this period.