Senator wants answers as NBN complaints soar

THE number of complaints about the national broadband network (NBN) doubled in the six months to December, it has been revealed.

A total of 22.287 complaints were received.

This included 14,055 complaints about service quality and 8757 complaints about delays in establishing a connection.

Ombudsman Judi Jones said complaints about services delivered over the NBN continued to increase compared to the same six month period in 2016.

“This indicates the consumer experience is still not meeting expectations for all,” Ms Jones said.

“Recent changes to regulation and an increase in our powers to resolve complaints are positive steps that will help improve the consumer experience.”

Communications Minister Mitch Fifield said the report showed customers were continuing to experience poor service and were unable to get their service provider to satisfactorily resolve issues.

“The fact that complaints to the TIO are still high across all types of fixed line and mobile services clearly shows that telcos need to lift their game,” Senator Fifield said.