Minister for Regional Communications Fiona Nash has welcomed news the Australian Competition and Consumer Commission has announced further work to help consumers get the information they need to compare NBN Co broadband plans.
The ACCC’s consultation on fixed broadband speeds found 80 per cent of customers are confused about the speed their plan is meant to provide. Those customers wanted broadband plan speed presented in a simple, standard way so they could compare plans easily.
Some regional customers have recently complained about the speeds being delivered by their plans.
“The NBN is a wholesaler and so doesn’t sell to households – it sells to retail companies, which sell plans on to households and businesses,” Minister Nash said.
“It seems some companies are buying less access – slower speeds – and then selling those plans without clearly stating the speed, or just labelling the plans ‘NBN’ plans without clearly stating the speed.
“This results in disappointed customers. This is not the fault of NBN Co.
“Using the term ‘NBN’ to suggest a very fast speed when that’s not what you’re actually selling is unacceptable. I’d also be deeply disappointed if retail companies were trying to deflect brand damage onto NBN if they’ve not passed on the full benefits of NBN to customers. Plans selling NBN cover a range of speeds and pricing and customers need to be able to easily tell which speed they’re paying for.
“If some retail companies are not being clear about the speeds they’re selling to customers then I’m glad the ACCC is involved.
“The ACCC will issue new guidelines and working with retailers to make sure customers are clearly informed about the speed of the plan they are purchasing.”
Minister Nash said she would be keeping a close eye on this important issue. Customers can check the speed appropriate to them at http://www.nbnco.com.au/learn-about-the-nbn/speed.html