Majority of NBN complaints land at RSPs' doorsteps

Henrietta Strickland
April 16, 2018

While these changes aren't reflected in this six-month update, they could show a reduction in complaint numbers in the coming months, Ms Jones said.

Australian women who have access to the NBN are up to 23 times more likely to start their own business at home, an analysis of 10 million households has found.

"But there is a lot of work being done to improve the consumer experience which is great".

"The second half of 2017 represented one of the most significant periods of the rollout in terms of prioritising the customer experience".

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.

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.

NBN earlier this month announced it would end a freeze on sales of hybrid fibre-coaxial (HFC) services.

A total of 84,914 complaints were received by the TIO from July to December past year.

"The number of self-employed women in NBN regions grew at an average 2.3 per cent every year, compared to just 0.1 per cent annual average growth in female entrepreneurs in non-NBN areas", he said.

The TIO said that 30.8 per cent of the complaints it received in the second half of 2017 related to multiple services, while 28 were about Internet services and 29.4 per cent about mobile services.

Complaints were predominantly from residential consumers at 74,729 complaints, or 88 percent of the total.

The majority of NBN complaints made in the six months to December 31 were in regards to service quality, with customers unsatisfied by provider responses, while other issues were around connection delays.

The TIO complaints equated to only 0.67 per cent of premises with NBN services, the company said.

Small businesses complained more about landline phone services (21.9 per cent) and mobile phone services (20.9 per cent) than internet services (17.3 per cent). This category represented 39.6 per cent of all the small businesses complaints.

"The telecommunications industry in Australia continues to experience significant change. An increasing range of products and services are being offered to consumers, expectations for the quality of phone and internet services are high, and the rollout of the National Broadband Network is changing the way we use telecommunications services", Jones said. "Confidence in services being updated or transferred reliably, faulty equipment, and poor service quality were also recorded as key issues".

Complaints increased across all states and territories with Queensland, Tasmania, Victoria and Western Australia recording particularly high increases of over 30 per cent compared to the same period in 2016.

Other reports by Click Lancashire

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