You can soon expect to be compensated for missed NBN appointments, installation faults

AUSTRALIANS left frustrated by faulty connections and missed appointments relating to the NBN rollout can soon expect to get some money back.

AUSTRALIANS can expect better service, more transparency and possible financial compensation from the company responsible for building the nation’s broadband infrastructure.

Going forward, NBN Co. will have to pay retail service providers (RSPs) like Telstra and TPG a $25 rebate for every late connection, fault repair or missed appointment under a new agreement prompted by the consumer watchdog.

The NBN will also have to publish comprehensive congestion data on its fixed wireless networks that service regional homes.

The changes are outlined in a court enforceable undertaking that the NBN wholesaler pledged to the Australian Competition and Consumer Commission (ACCC) as part of the watchdog’s ongoing inquiry into NBN Co’s service standards.

It states that NBN must “simplify the process for RSPs to receive rebates and remove some conditions for claiming rebates”.

Under the existing wholesale broadband agreement with RSPs, rebates were highly conditional. The change means NBN will automatically pay retail providers without them needing to lodge a claim.

“The undertaking will improve the rebates that NBN Co pays to RSPs for not meeting its service level time frames for connections, fixing faults and meeting scheduled appointments,” ACCC Chair Rod Sims said.

“This will lead to improved NBN connections and fault services performance overall.”

Broadband customers rarely deal directly with the NBN but instead arrange installation and fix technical issues through their chosen retail provider.

Under the new requirement, there is an onus on internet providers to pass on part of the benefit of any rebate to their own customers, meaning those who have been left frustrated by faulty connections and missed appointments could expect to be compensated.

“NBN Co will require the RSPs to continue to take reasonable steps to ensure customers receive a benefit from the improved rebates the service providers will receive from NBN Co.

“This could mean customers could receive rebates from RSPs or other benefits, such as providing a substitute service while a fault is being fixed,” Mr Sims said.

The network wholesaler has also committed to improve its reporting to RSPs so they can more easily track the NBN’s performance and better support consumers in congested fixed wireless areas. The fixed wireless network has seen complaints from residents angry over slow speeds and congestion.

“Greater transparency of the performance of NBN Co’s fixed wireless network will encourage it to continue to prioritise the upgrade of the network to increase capacity, and to improve customer experience,” Mr Sims said.