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Consumers made 3,982 new NBN-related complaints during the 2013-14 financial year, with most about new connection delays, the Telecommunications Industry Ombudsman (TIO) has reported.For the first time, the TIO has reported on NBN-related complaints in its annual report, stating a total of 1,122 internet users and 783 landline consumers reported a delay, with more than 500 consumers complaining about missed appointments.
Complaints increased in every quarter, which ombudsman Simon Cohen stated was “predictable given an increased rollout” of the NBN.
Cohen stated a theme in the complaints has been “communication breakdown”, with consumers often reporting they don’t know who to turn to to solve their problem.
The TIO additionally noted NBN-related complaints “proved difficult to resolve”, with 800 conciliations and 98 investigations, while more than 18 per cent of all TIO investigations concerned NBN-related complaints.
The TIO has this year established a specialised NBN team, Cohen stated, and is “trialling new procedures to increase the cooperation between service providers and NBN Co to solve consumer complaints”.
The report additionally shows 90 per cent of new complaints were referred in one business day, 88 per cent of conciliations were completed in 30 business days, and 90 per cent of consumers were satisfied with the TIO’s handling of their complaint.
“We have improved our performance in areas that are important to consumers and service providers, acting quickly on new complaints we receive,” Cohen stated.
