NBN complaints to the TIO triple

NBN complaints to the TIO triple

The new figures will be released by NBN Co on the same day as the Telecommunications Industry Ombudsman will reveal it has received 22,827 complaints about retail services delivered over the NBN. Complaints from small businesses were at 9947 or 11.7 percent.

NBN Co says orders for NBN wholesales speeds of 50Mbps or higher rose from 16 per cent in December to 37 per cent, with more than one million people upgrading their internet speeds in the last four months.

"If this trend continues, up to 52,200 additional Australian women will be self-employed by the end of the roll-out due to the "NBN effect". The company said that in the six months covered by the report the number of households and businesses with NBN services increased by 39 per cent.

"While the slowdown in the rate of complaints is encouraging, NBN Co acknowledges there is still more work to be done, particularly at this critical stage of the rollout as we balance prioritising customer experience without taking our foot off the construction pedal", NBN's chief customer officer for residential, Brad Whitcomb, said in a statement.

But unresolved issues with phone and internet services increased "across the board" in Australia, she said, with consumers and small businesses lodging nearly 20,000 more complaints between July and December 2017 than they did the year before.

Ms Jones said most of those complaints were about charges and fees and provider responses and services but weather conditions in these regions also contributed to the climb.

She added that a number of initiatives around broadband speeds are "bearing fruit" and that speeds - even during peak hour - are often exceeding advertised speeds, citing the recent ACCC Broadband Speed Monitoring Report.

Complaints were predominantly from residential consumers at 74,729 complaints, or 88 percent of the total.

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"But there is a lot of work being done to improve the consumer experience which is great".

The TIO said that 30.8 per cent of the complaints it received in the second half of 2017 related to multiple services, while 28 were about Internet services and 29.4 per cent about mobile services.

State by state, New South Wales residents complained the most, with 26,914 complaints made to the TIO during the half year, a year-on-year rise of 27.9 percent.

And there has been a huge cut in average congestion, down to 18 minutes per week compared to almost 7 hours per week in March 2017.

Responding to claims by Telstra CEO Andy Penn that 5G will erode NBN's user base, Australian Prime Minister Malcolm Turnbull has said the volume of data being downloaded over fixed broadband will prevent this.

As previously reported, last year the NBN Co temporarily reduced prices for its top-tier speeds for ISPs - e.g. its 50Mbps service sold for the price of the popular 25Mbps.

The Australian Communications and Media Authority (ACMA) is now consulting on the introduction of new complaints-handling rules for telcos that offer services over the NBN.

The NBN Co claims three months ago 1-in-15 users were connected to the wholesale 50Mbps plan, however, this has now soared to 1-in-4.

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