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New NBN service standards to improve customer experience

The Government welcomes NBN Co’s announcement today to further improve consumer experience on the network. 

NBN Co will pay rebates to retailers for poor connections, fault rectifications and missed appointments, as part of an undertaking to Australia’s consumer watchdog, the ACCC. 

NBN Co will also commence public reporting on rates of congestion on the fixed wireless network. 

The ACCC and the NBN have jointly worked towards this undertaking for many months, following the announcement of the Wholesale Service Standards inquiry in November 2017.

Minister for Communications Mitch Fifield said “Today’s announcement is a win for customers on the NBN and follows extensive work by the Government to increase consumer protections and enhance user experience”.

As a result of measures introduced by Government and NBN Co:

  • Congestion across the fixed line network has plummeted from an average of around 5 hours a week in July 2017 to just 28 minutes a week;
  • 94 per cent of homes and businesses are being connected within NBN Co’s timeframes.
  • 93 per cent of homes and businesses now have their equipment installed right the first time.

The NBN Co undertaking is enforceable under section 87B of the Competition and Consumer Act.

“Under the Government the NBN will be completed by 2020 - 6-8 years sooner and at $30 billion less cost than Labor.”

Media contacts:

Geraldine Mitchell | 0407 280 476 | Geraldine.Mitchell [at] communications.gov.au
Guy Creighton | 0438 815 302 | Guy.Creighton [at] communications.gov.au