The National Broadband Network, NBN Co. has announced a number of new practices to improve the experience of customers using its service.
Following the involvement of the Australian Competition and Consumer Commission (ACCC), NBN Co. has agreed to pay rebates to retailers for poor connections, fault rectifications and missed appointments.
The company will also begin 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.
Minister for Communications, Senator Mitch Fifield said the move was a win for customers on the NBN and followed extensive work to increase consumer protections and enhance user experience.
He noted that NBN Co’s undertaking was enforceable under Section 87B of the Competition and Consumer Act.
Chair of the ACCC, Rod Sims said NBN Co. had offered to implement the measures within three months.
“This will lead to improved NBN connections and fault services performance overall,” Mr Sims said.
“Under the undertaking given to the ACCC, NBN Co. will require the retail service providers to continue to take reasonable steps to ensure customers receive a benefit from the improved rebates the service providers will receive.”
He said this could mean rebates for customers from their providers, or other benefits, such as providing a substitute service while a fault was being fixed.
