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NBN Connection & Swapping Complaints Down 33%

The NBN Co has today announced a ~33% drop in the number of “connection or changing provider” complaints, citing latest numbers from the Telecommunications Industry Ombudsman (TIO).

The TIO claims the number of complaint related to NBN retail service has dropped in the second half of the financial year, versus six months ago.

The Ombudsman reveals the number of complaints about “service quality” has also reduced 7%.

The NBN Co asserts the decline has stemmed from several targeted efforts to improve customer experiences including:

  • New wholesale discount pricing bundles
  • Pausing sales of HFC services to facilitate quality optimisation
  • Better cooperation between NBN Co and retailers regarding installation completion
  • Improved ability to install NBN equipment correctly the first time
  • New fault diagnosis tools

For the year to 30 July 2018, the NBN Co asserts complaints made to the TIO about retail services over the NBN, in,y 5% were sent to the company to resolve.

NBN Co Chief Customer Officer, Brad Whitcomb, claims its latest monthly progress report reveals 94% of NBN installations were completes correctly the first time – up from 86% a year ago.

“In September 2018, 97 per cent of all orders were connected within agreed timeframes with retail service
providers, up from 92 per cent this time last year”

“Average bandwidth congestion on the network (excluding Sky Muster™ satellite) has also decreased significantly to 38 minutes per week per service compared with more than four hours a year ago per week per service, despite some fluctuations during this period.”

Whitcomb admits there’s “always more work to be done”, affirming the NBN Co remains committed to working with the broader industry.

Further information is available on the NBN Co’s website here.

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