Thousands Of People Have Complained About Their NBN Service

  • Thousands Of People Have Complained About Their NBN Service

Thousands Of People Have Complained About Their NBN Service

The government and NBN Co are also focusing on the 16% fall in the rate of complaints about these services from the first to the second half of 2017.

Complaints about services running on the NBN were not broken down by consumer versus small business, but the overall incidence of NBN-related complaints has increased faster than the growth in connected premises.

"In percentage terms, these results are stunning. Confidence in services being updated or transferred reliably, faulty equipment, and poor service quality were also recorded as key issues".

Complaints from small businesses meanwhile were 39.6 percent from those with multiple services, followed by landline at 21.9 percent, mobile at 20.9 percent, internet at 17.3 percent and property complaints were at 0.4 percent.

The TIO changed the way service types and issues were categorised from 1 July 2017, preventing more detailed comparisons with previous periods.

The NBN has been been heavily criticised for a slow rollout - although it says it has met every target for the past 14 quarters - low speeds and connection problems, generating high levels of complaints.

"Trend analysis will build over time from the start of this reporting period".

The government has strongly challenged the Telecommunications Industry Ombudsman (TIO) after its report showed complaints about services delivered over the NBN surged by 204% in the second half of 2017, compared with the same period a year earlier.

"This indicates the consumer experience is still not meeting expectations for all".

"The telecommunications industry in Australia continues to experience significant change".

However, Jones added that "consumers still seem to be facing the same problems" in regards to customer service and bills.

In total, the TIO received 84,914 complaints about all telecommunications services during the six months to December 31, up 28.7 percent year on year.

New South Wales had the highest total complaints with 26,914, up 27.9 percent, followed by Victoria's 23,954 complaints, or a 30.5 percent increase.

"With "provider response" being the top issue raised by customers who complain in relation to a service delivered over the NBN, our industry will be working to improve the end-to-end experience, including through improved assistance between providers in the supply chain to resolve complaints", Gillespie-Jones said. Complaints from small businesses were at 9947 or 11.7 percent.

Average network bandwidth congestion per home is also said to have improved, to below 30 minutes per week, versus more than six hours per week recorded a year ago.

But unresolved issues with phone and internet services increased "across the board" in Australia, she said, with consumers and small businesses lodging nearly 20,000 more complaints between July and December 2017 than they did the year before.

"NBN Co acknowledges there is still more work to be done, particularly at this critical stage of the rollout as we balance prioritising customer experience without taking our foot off the construction pedal", he said.

The ACMA's new rules will require line tests on NBN services, reconnecting customers to legacy services where the NBN is unusable, providing minimum information to consumers, and reporting complaints data to the ACMA.

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