The Perth suburbs most likely to complain about their internet connection

Australia telecom complaints decrease in Q3

NBN complaints more than double, a 'cause for concern': Ombudsman

Complaints about National Broadband Network services more than doubled in 2016-17 as the infrastructure project's rollout ramped up in metropolitan areas.

The TIO tracked complaints about services on the NBN individually, which increased 159.3 percent this year to reach 27,195.

The IA chairman says of particular concern to Internet Australia are the complaints classified as "Faults" and "Connection issues".

Virgin Mobile was the only telco to see a fall in complaints, with an 11.6 percent decrease to a total of 1,354 complaints during the year.

iiNet also saw its complaints jump by 79%.

Complaints were mostly about connection delays and services being degraded or "unusable".

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"This work is being reflected in a 13.6 percent decline in overall TIO complaints between July to September 2017 and a 26.3 percent decline in TIO complaints about landline and internet services over the same period".

CHOICE is now investigating internet service providers speed issues, through their own NBN speed test.

Optus, Amaysim, and Pivotel complaints all rose during the quarter, however, from 10.1 to 10.3, 1 to 1.5, and 0.3 to 0.8 per 10,000 SIO, respectively.

All three categories saw an increase in the number of complaints. "Problems can arise with retailers, with other intermediaries, and sometimes the problem can be with the residential consumer's or small businesses' equipment", she said.

· Telstra received 76,650 complaints, a year on year increase of 43.5 per cent.

"We are very concerned about the significant, across the board, increase in complaints for landline, mobile, and internet services", ACCAN deputy CEO Narelle Clark said.

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He called for the Ombudsman to be given the power to investigate wholesale internet suppliers, not just retail providers.

Speaking ahead of the release of the TIO report, Communications Alliance chief executive John Stanton said: "Industry - including service providers and NBN - are working intensely on a range of customer, service and process initiatives to improve the overall consumer experience".

"We are working with retail service providers and industry as a priority to improve these figures and the overall experience for consumers. Industry acknowledges there is still much work to do to turn these encouraging signs into a sustained positive trend and is redoubling its effort to achieve that outcome". "There is some confusion with consumers about who to complain about". If their provider refuses the complaint can be escalated to the TIO.

What rights do you have if your telecommunications providers aren't giving you what was promised? CHOICE Head of Media, Tom Godfrey says consumers should be able to cancel their contract and leave without penalty if the problem is ongoing and the telco isn't providing its contracted service.

"In today's tech-reliant world, a reliable internet service has become a basic necessity and consumers are entitled to services that are reasonably fit for their goal".

CHOICE has partnered with Enex TestLab to monitor real-world nbn performance in homes across Australia to determine if Australian households are getting the internet service and speeds they pay for.

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Pictured: nbn co CEO Bill Morrow.

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