Getting assistance with your NBN service

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 on your behalf to fix the problem.

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

Read about regulatory measures to improve the NBN consumer experience
Monitored fire alarm and lift phone services – FAQs
Migration of monitored fire alarm and lift phone services good practice guide
Migration Assurance Framework – sets out the agreed roles and responsibilities of the telecommunication industry for a seamless transition to the NBN
ACCC media release: Watch out for NBN scams

Fact sheets

Getting ready to connect to the NBN

Published 19th Dec 2017

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Your current telephone and internet services will not be switched to the NBN automatically. Read about what steps you need to take to prepare for your switch to the NBN.

Connecting to the NBN

Published 19th Dec 2017

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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 19th Dec 2017

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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 19th Dec 2017

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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’s Medical Alarm Register.

Power outages and the NBN

Published 19th Dec 2017

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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.

What you need to know to prepare for connecting to the NBN

What you need to do to connect to the NBN

Frequently asked questions

What speeds can I expect over the NBN?

Under the Government’s Statement of Expectations, nbn must deliver a minimum peak wholesale download speed of 25 megabits per second (Mbps) to all premises and at least 50 Mbps to 90 per cent of all fixed-line services as soon as possible.

To provide a safeguard for consumers, nbn performs a service qualification check on each line when an order is placed and notifies the service provider of the speed the network is capable of delivering. Your service provider is responsible for making sure they can deliver the service they have sold you, and where necessary, adjusting your plan to a speed tier that your home is capable of achieving.

A number of factors beyond nbn’s control may affect broadband speeds over the network. These include:

how your internet provider designs its service to run over the infrastructure
how much capacity the retailer buys from nbn
your in-home set-up, including end user equipment and wiring
congestion on the internet site visited.

Video streaming services can also be impacted by the content management system that supports the stream and how it is compressed for viewing.

The Australian Competition and Consumer Commission will be monitoring internet speeds through the Broadband Performance Monitoring and Reporting program to measure real time speeds over the NBN.

Who is responsible for what?

nbn is a Government Business Enterprise. It is responsible for rolling out the NBN on a wholesale-only, open-access basis, which means it is a wholesaler and does not supply retail services directly to the public.

nbn’s role is to provide the underlying infrastructure and wholesale products that are the building blocks upon which telecommunications companies develop retail products to offer to consumers.

Once the network rollout has been completed and activated in an area, consumers are able to place an order for a service through a phone or internet provider.

Providers are responsible for:

offering retail products and services to the consumer
placing orders directly with nbn for a service over the network
reporting to nbn any network-related issues the consumer is experiencing with the installation process
informing the consumer of progress and/or delays relating to the installation
dealing with billing or account management inquiries from the consumer.

If you have any questions or concerns about your service, your best point of contact is your phone and internet provider who has a direct relationship with nbn and is best placed to resolve any issues.

The Migration Assurance Framework (MAF) sets out the principles that guide the process for switching to the NBN and the agreed roles and responsibilities of all industry parties for a seamless service transition to an NBN service.

Industry parties have agreed to apply the framework and work together to safeguard continuity of service.