Fixing NBN requires tougher rules and stronger watchdog, parliamentary report finds
By James Oaten
A federal parliamentary report has called for an overhaul of how NBN Co is policed, citing regular concerns about the performance of the National Broadband Network and compensation for customers.
The report warns a tougher approach is needed to ensure NBN Co
meets minimum performance standards
Some Coalition members including committee chairwoman Sussan Ley were angered by the findings
NBN Co says it is already changing the way it operates to help customers
The Joint Standing Committee report was released today, warning a tougher approach was needed to ensure NBN Co met minimum performance standards.
It recommended new regulations be introduced, so the company would bound to service connection and fault repair timeframes, achieve minimum network performance and reliability and provide compensation for customers when such benchmarks are not met.
The report also calls for the industry watchdog, the Telecommunications Industry Ombudsman, to be able to compel NBN Co to resolve internet problems when it is responsible for the outage.
Customers frustrated by lack of policing
Alex Gershenzon was looking forward to being connected to
high-speed broadband, but the switch over to the NBN forced the
Melbourne resident to struggle for three months without any
Weve had no internet, no home phone and no real prospects of anything being connected, he said. Dr Gershenzon complained to his service provider, but the company could not do anything more than ask NBN Co to investigate. He also went to the Telecommunications Industry Ombudsman, but this did not resolve the matter.
It appears NBN has absolutely no-one to answer to, Dr Gershenzon said.
My impression is theyre just trying to tick off the boxes and connect as many people at whatever cost they can. And allocate no resources to problem resolution and customer support.
Shortly after the ABC raised the matter with NBN Co, Dr Gershenzons internet was fixed.
NBN identified an IT issue preventing Mr Gershenzon from connecting to a retail service over the NBN network, an NBN Co statement said.