The Australian Competition and Consumer Commission (ACCC) has announced that it will conduct a public inquiry into the appropriateness of the wholesale service standard levels for the National Broadband Network (NBN) company. The ACCC said it will be determining whether regulation of wholesale service standards, including resolutions for consumers when wholesale standards are not reached, is necessary in order to improve NBN customer experience. "We are very concerned about the high number of complaints from consumers around poor customer experiences, particularly in relation to customers connecting to NBN services and having faults repaired," ACCC Chair Rod Sims said. "Many of these complaints relate to matters set out in wholesale service level standards. We will examine whether the service levels that are currently in place are appropriate and effective."
The Australian Competition and Consumer Commission (ACCC) has announced that Telstra will be compensating around 42,000 National Broadband Network (NBN) customers for not providing them with the speeds advertised in their plans. According to the ACCC, between September 2015 and November 2017, the telco had offered and promoted "Super Fast Speed Boost" plans across both its Telstra and Belong brands for speeds of 100/40Mbps; however, the ACCC said that limitations on some customers' fibre-to-the-node (FttN) and fibre-to-the-building (FttB) connections prevented them from being able to attain these speeds. "Our investigation revealed many of Telstra's FttN and FttB customers could not receive the maximum speed of their plan. Even worse, many of these customers could not receive the maximum speed of a lower-speed plan," ACCC Chair Rod Sims said on Wednesday morning. "People were paying more to get higher speeds that they just weren't able to get."