The ACCC has released new data on the National Broadband Network’s (NBN) service quality and network performance, under the latest Record Keeping Rule requirements.
These quarterly datasets will offer insights into the quality of NBN services including connection times, fault rectification, appointment keeping, and the extent of planned and emergency network outages.
“By sharing these insights regularly, we aim to keep the public informed about the service quality they can expect when using the NBN,” ACCC Commissioner Anna Brakey said.
“Over time, we will highlight areas where households and businesses are receiving good service quality and areas where there are opportunities for improvement by NBN Co.”
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“This will provide incentives for NBN Co and retail service providers to improve service quality and expand the range of offers that retailers can make, which is a win for consumers,” Brakey said.
The dataset is for the quarter ending September 2024. Key takeouts from this quarter indicate that:
- Most service orders were completed and service faults restored within one business day of acceptance of the work request due to increased automation that has been introduced by NBN Co.
- NBN Co connects a very high percentage of services within the timeframes allowed by its current service standards. However, this percentage reduces when the data only relates to connections used for the supply of a standard telephone service, where faster timeframes apply.
- Most of the reported outages were for planned maintenance or upgrade work, rather than for emergency outages. The proportion of outages on the HFC network was relatively high compared to the proportion of services that use this network type. Outages attributable to third parties such as electricity utilities are not included in this data set.
- A relatively small number of households or businesses are connected to copper lines that NBN Co has identified as needing out-of-the-ordinary network improvement work for the lines to meet minimum standards. NBN Co’s current target allows it up to 18 months to fix these problem lines.
“NBN Co is currently consulting with the public on proposed improvements to its current service standards consistent with service quality aspects that are most valued by consumers. The dataset that we have published today would likely allow stakeholders to better engage in NBN Co’s consultation,” Brakey said.
Effective public communications play a pivotal role in ensuring transparency and accountability in public services like the NBN. The next dataset will relate to the quarter ending December 2024 and will be published later this month.
Adrianne Saplagio is a Content Producer at Comms Room, where she combines her passion for storytelling with her expertise in multimedia content creation. With a keen eye for detail and a knack for engaging audiences, Adrianne has been instrumental in crafting compelling narratives that resonate across various digital platforms.
