Anyone who’s not in an area which has current National Broadband Network (NBN) rollout plans is complaining about the fact they have no prospect of high-speed connections in the near future. But what are actual customers who can get on the NBN complaining about?
Picture: Stephan Ridgway
The Telecommunications Industry Ombudsman (TIO) has released its first figures covering complaints about NBN services. By far the dominant issue: the speed at which NBN connections are installed in the first place. Even if you’re an in NBN-serviced area, it seems not everyone is being hooked up as rapidly as they would like.
During the 2013-2014 financial year, the TIO received a total of 3982 complaints about the NBN. The majority related to delays in setting up the connection: 1122 internet connections and 783 landline connections had problems. More than 500 across the two groups were related to missed appointments. NBN-related complaints comprised a total of 18 per cent of TIO investigations in that period (note that investigations are not the same as complaint totals).
It’s perhaps to be expected that a relatively new technology such as the NBN would attract complaints and require multiple investigations, and it’s also worth noting that such complaints would involve multiple ISPs. 3982 might seem a large number, but it’s tiny compared to the complaints lodged about mainstream providers. NBN Co says it signed up 140,000 new customers in the most recent financial year — so that means 136,000 didn’t make a complaint.