NBN complaints to the TIO triple

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"Complaints about services delivered over the National Broadband Network continued to increase compared to the same six-month period in 2016", she said.

"In percentage terms, these results are stunning".

His appearance, expected to be his last ahead of leaving the organisation at the end of the year, coincided with the release of the Telecommunications Industry Ombudsman's complaints figures for the last six months of 2017.

"The telecommunications industry in Australia continues to experience significant change".

"The review is overdue, and industry is keen to engage closely with relevant stakeholders on all parts of the review to produce an efficient and fit-for-purpose framework for consumer safeguards - including through the use of updated Industry Codes", Communications Alliance director program management, Christiane Gillespie-Jones, said.

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).

The telecommunications complaints watchdog has revealed thousands of people have complained about the quality of service on the national broadband network (NBN), or have lodged complaints about issues with the installation of the service in their home.

Comparisons with the pattern of complaints in 2H16 can not be made due to changes in the TIO's categories.

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"This six-month update reflects the changed recording of service types and issues. Recent changes to regulation and an increase in our powers to resolve complaints are positive steps that will help improve the consumer experience".

For the half-year, the TIO received a total of 84,914 complaints from Aussie households and businesses. Obviously, the huge influx of new connections and NBN users is going to see the issues with the service rise by pure weight of numbers, especially if that service is constantly being taken out by a auto. Complaints about mobile phone services (29.4%) and internet services (28%) were close behind.

State by state, New South Wales residents complained the most, with 26,914 complaints made to the TIO during the half year, a year-on-year rise of 27.9 percent.

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

Of the NBN-related complaints, 14,055 were about service quality (our guess is that many of those were about internet speeds that were lower than expected from the complainants' plans), and 8,757 concerned problems in establishing a connection.

Of that total, around 14,000 involved service quality, with nearly 9,000 about connection delays.

While Michelle Rowland has called for the government to explain NBN's 5G trials and Vodafone says NBN has too much 5G spectrum, Bevan Slattery has said there is a "great opportunity" for NBN to offer wholesale 5G services.

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