NBN Complaints Soar 200%, Govt Review Triggered

The NBN is more than half way built

The NBN is more than half way built

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.

Where 4.5 complaints were received for every 1000 activated premises during the second half of 2016, that figure rose to 6.7 in the second half of 2017.

The number of Australian homes and businesses experiencing 50Mbps NBN speeds has quadrupled in the past year.

The TIO is an industry-funded organisation that aims to help resolve disputes between consumers or small businesses and their phone and internet providers.

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. "Additionally, the wider issues relating to phone or internet problems such as debt management are concerning".

Complaints about services delivered over the National Broadband Network increased 203.9 per cent to 22,827 on the same period in 2016.

She added that a number of initiatives around broadband speeds are "bearing fruit" and that speeds - even during peak hour - are often exceeding advertised speeds, citing the recent ACCC Broadband Speed Monitoring Report.

The TIO pointed out that complaints show some seasonality, and therefore it chose not to compare the latest numbers with those for the first half of 2017. The remaining 238 came from not for profit organisations.

More news: Heavy rain brings wet, windy weather throughout day
More news: KKR canter to 71-run win over Delhi
More news: Chinese market opens to Irish beef exports

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.

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.

Only 11.1% of complaints related to landlines, and 0.8% to property damage or access. "The changes also make it easier to see the issues facing the telecommunications industry, helping providers improve the delivery of phone and internet services".

Due to the way it has changed its complaints recording process as of July past year, the TIO also said it is "not possible to compare complaints at the service type and issue levels with previous reports".

Ms Jones said most of those complaints were about charges and fees and provider responses and services but weather conditions in these regions also contributed to the climb. Indeed, this writer's experience is that it is practically impossible to have complaints handled by someone who can actually deal with the issue - as opposed to merely reciting a script that doesn't cover the exact situation - unless you take the matter to the TIO.

There were a total of 22,827 complaints about the NBN from 1 July 2017 to 31 December 2017, according to the TIO's Six Monthly Update, with the most common complaints citing issues on service quality, delays in establishing a connection and unsatisfactory response from providers.

Again, the TIO has changed the complaint categories, so direct comparisons can not be made with 2H16.

Recommended News

  • Allegiant Air responds to critical '60 Minutes' report

    Allegiant Air responds to critical '60 Minutes' report

    The letter said, "In 2016, we moved up allegiant's 2018 scheduled review, known as a certificate holder evaluation process". They also claim the story gained traction due to a disgruntled employee now locked in a lawsuit battle with the airline.
    VAR goes comically wrong in Mainz win

    VAR goes comically wrong in Mainz win

    Winkmann watched the incident again on the pitch-side screen and evidently decided Kempf deliberately put his hand to the ball. Mainz 05 and Freiburg's players are forced to cut their half-time interval short after VAR awards a penalty during the break.
    Global 'chaos' if Syria hit again: Putin

    Global 'chaos' if Syria hit again: Putin

    Ambassador Nikki Haley on Sunday said the president was referring only to the narrow task on Friday. It's the second time Trump has authorized bombing targets in Syria after a chemical attack.
  • MSFT) — Microsoft Corporation (NASDAQ

    MSFT) — Microsoft Corporation (NASDAQ

    It turned negative, as 153 investors sold GE shares while 921 reduced holdings. 76 funds opened positions while 156 raised stakes. Deutsche Bank set a $120.00 target price on Microsoft and gave the stock a "buy" rating in a research note on Monday, March 12th.
    Blue Jays game moved to Tuesday after ice falls on Rogers Centre

    Blue Jays game moved to Tuesday after ice falls on Rogers Centre

    Instead, the game will be made up Tuesday as part of a traditional doubleheader beginning at 3:07 p.m. It's only the second time in the stadium's history that the team has had to postpone a game.

    India finish third best CWG show with 66 medals in Gold Coast

    Purely based on numbers, this was India's third best Commonwealth Games - behind Delhi (2010) and Manchester (2002). It said it needed to get the athletes on the ground earlier to accommodate the athletes leaving the event early.
  • Nationals-Harper's Broken-Bat HR

    Nationals-Harper's Broken-Bat HR

    Harper is now up to eight home runs this season, which means nearly any time he touches the ball it goes over the fence. On Monday night he hit his MLB-leading eighth home run of the season, despite breaking his bat.

    Quarterly Earnings Forecast Overview: Freeport-McMoRan Inc. (FCX)

    American Century Companies Inc. acquired a new stake in Freeport-McMoRan in the 3rd quarter worth approximately $498,000. Finally, New York State Common Retirement Fund lifted its holdings in Freeport-McMoRan by 1.6% in the 3rd quarter.
    Gwyneth Paltrow: Inside Her Star-Packed Engagement Bash

    Gwyneth Paltrow: Inside Her Star-Packed Engagement Bash

    Gwyneth just returned from a girls' weekend in Cabo San Lucas, Mexico where she celebrated her "hen weekend" (aka bachelorette). At first many believed that Paltrow was tying the knot with Brad as she had many friend as well as her mother were there.
  • Trump Wants to Review Seized Michael Cohen Materials Before Federal Prosecutors

    Trump Wants to Review Seized Michael Cohen Materials Before Federal Prosecutors

    Trump said he was unaware of the payment and the White House had said Trump denies that the one-time sexual encounter took place. Michael Avenatti , a lawyer for Stormy Daniels , also made an appearance at the hearing.
    Indiana Pacers: 3 takeaways from Game 1 vs. Cavaliers

    Indiana Pacers: 3 takeaways from Game 1 vs. Cavaliers

    Harden's 44 points were one shy of tying his playoff career-high and five points shy of tying the Rockets' all-time record. Several players on the roster also had limited or no postseason experience, making Game 1 expectations hard to quantify.
    Goldman Sachs Group Inc. Increases Holdings in ZAGG Inc (ZAGG)

    Goldman Sachs Group Inc. Increases Holdings in ZAGG Inc (ZAGG)

    On Wednesday, February 21 LEE BRIAN J sold $1.78 million worth of The Goldman Sachs Group, Inc . (NYSE:GS) for 18,528 shares. It increased, as 60 investors sold GS shares while 371 reduced holdings. 322 rose holdings while 106 funds bought holdings.

We are pleased to provide this opportunity to share information, experiences and observations about what's in the news.
Some of the comments may be reprinted elsewhere in the site or in the newspaper.
Thank you for taking the time to offer your thoughts.