NBN Co should to do more to address consumer complaints surge: Labor

Which towns on the Northern Rivers are next in line to get the nbn

But the good news for the national broadband network is that complaints were actually down 16% on the first six months of 2017.

The top complaints issues were charges and fees, at 38,594 complaints; provider response, at 36,563; poor service quality, at 18,936; connection/changing provider, at 13,844; no service, at 12,831; debt management, at 9,257; making a contract, at 7,003; in contract, at 5,628; equipment, at 2,957; and payments, at 2,398 complaints.

Indeed, the ACMA is now consulting on a number of proposed industry standards, including the provision of information to consumers about retail services supplied over the NBN and the handling of complaints made by consumers to retail carriage service providers (CSPs).

"Labor will continue to advocate for sensible measures to improve he the lived experience of consumers over the NBN", Jones said.

As previously reported, NBN-related complaints have slowed since the beginning of 2018.

"We have made significant improvements to our processes and systems to minimise complaints". "The changes also make it easier to see the issues facing the telecommunications industry, helping providers improve the delivery of phone and internet services".

Jones said expectation from consumers about the quality of phone and internet services are high.

"The Government will also examine the overall consumer safeguards framework to ensure that regulations are fit-for-purpose and take into account ongoing developments in communications technology".

The TIO changed the way service types and issues were categorised from 1 July 2017, preventing more detailed comparisons with previous periods.

But complaints about the National Broadband Network soared well above the average, with customer grievances rising 203 per cent.

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This was over a period (six months to 31 December 2017) that saw a 39 percent increase in NBN premises activated.

New South Wales had the highest total complaints with 26,914, up 27.9 percent, followed by Victoria's 23,954 complaints, or a 30.5 percent increase.

Notably, only one-fifth of the complaints received between July and December related to NBN charges and fees, which is likely due to the ongoing crackdown on what ISPs are allowed to advertise and how this relates to the speed that users can get - especially during peak usage times.

New South Wales topped the list with almost 26,914 complaints, up almost 30% on the same period in 2016, followed by Victoria with 23,954, and a similar increase.

Congestion has dropped in the a year ago from seven hours down to just 18 minutes per week, NBN has said.

"What the Minister meant to say was the Turnbull Government has not been working", Rowald said in response.

Kogan Internet has launched its NBN service off the back of Vodafone's offering, with plans maxing out at less than AU$90 per month for download speeds of 100Mbps and unlimited data.

The number of complaints regarding telecommunications services increased in every Australian state and territory, most significantly in Queensland and Western Australian.

NBN Co's chief customer officer Brad Whitcomb said there was more that could be done to reduce complaints.

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