NBN Co Limited (NBN Co) is the wholesale provider of the National Broadband Network (NBN) infrastructure. It is responsible for the design, construction and operation of the infrastructure and sells products and services to approved retail service providers. NBN Co does not supply retail services directly to the public.
Your retail service provider is responsible for handling service performance complaints and is required to meet minimum standards for providing services, contracts, billing and complaints handling. You can read about the consumer safeguards in place under the Telecommunications Consumer Protections Code on the Australian Communications and Media Authority website.
Contact your retail service provider if you have a concern or complaint about the installation, connection, repair or operation of your internet or phone services provided over the NBN.
In the event of a missed appointment, your retail service provider will be able to provide an explanation and re-schedule.
If your complaint is related to the NBN infrastructure, your retail service provider will work directly with NBN Co on your behalf to fix the problem.
What if I need further assistance?
If you're not happy with the response from your retail service provider, contact the Telecommunications Industry Ombudsman (TIO).
The TIO is a free and independent alternative dispute resolution body for small business and residential consumers in Australia. The TIO aims to settle disputes quickly in a fair and reasonable manner. Further information is available by visiting www.tio.com.au or by phoning 1800 062 058.