NBN Co Ltd (NBN Co) is the wholesale provider of the National Broadband Network (NBN) infrastructure. It’s responsible for the design, construction and operation of the infrastructure and sells products and services to approved providers. NBN Co does not supply retail services directly to the public.

Your service provider is responsible for handling service performance complaints and is required to meet minimum standards for providing services, contracts, billing and complaints handling. You can read about the consumer safeguards in place under the Telecommunications Consumer Protections Code on the Australian Communications and Media Authority website.

Contact your service provider if you have a concern or complaint about the installation, connection, repair or operation of your internet or phone services provided over the NBN.

In the event of a missed appointment, your service provider should be able to provide an explanation and re-schedule.

If your complaint is related to the NBN infrastructure, your provider will work directly with NBN Co on your behalf to fix the problem.

Watch: Speed considerations

Watch: Getting assistance


What if I need further assistance?

If you’re not happy with the response from your service provider, contact the Telecommunications Industry Ombudsman (TIO) to make a complaint. The TIO is a free and independent alternative dispute resolution body for small business and residential consumers in Australia. The TIO aims to settle disputes quickly in a fair and reasonable manner. Further information is available by visiting www.tio.com.au or by telephoning 1800 062 058

Resources

Fact sheets

Connecting to the NBN

Published

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Once you've selected your preferred provider for services over the NBN and signed up for a plan that suits your needs, your provider will work with NBN Co Ltd on your behalf to arrange the installation of your service. Read more about what to expect when connecting your home to the NBN.

Getting assistance with your NBN service

Published

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If you have a concern or complaint about the installation, connection, repair or operation of your internet or phone services provided over the NBN, you should contact your service provider. Read more about how to get assistance with your NBN service.

Medical alarms, autodiallers and emergency buttons

Published

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Medical alarms, autodiallers and emergency buttons that use a fixed line connection need to be migrated to the National Broadband Network, or an alternative operating platform, before your existing service is disconnected. Read about how to register your details on NBN Co’s Medical Alarm Register.

Power outages and the NBN

Published

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Equipment connected over the National Broadband Network will not work during a power outage. Read about how to plan for power outages and emergencies.

Your home phone and the NBN

Published

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The National Broadband Network (NBN) is a major upgrade to Australia's national telecommunications infrastructure, and will deliver fast broadband to all Australian homes and businesses. In NBN fixed line areas, if you only use a landline telephone service without internet (known as a 'voice only' service), you need to move this service to the NBN.

Frequently asked questions