Connecting to the National Broadband Network can be a source of confusion and frustration, according to a federal committee report.
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The Joint Standing Committee on the NBN, which includes Labor spokesman for regional communications and Whitlam MP Stephen Jones, released its first report late last week.
The committee made a list of 23 recommendations, which included that the government direct NBNCo to complete as much of the remainder of the rollout with fibre to the kerb or premises, rather than to the node.
It also recommended government enact legislation to ensure people were provided with “clear information” about the maximum speed their connection can reach.
Also contained in the report were concerns over customer confusion as to the various bodies involved in connection the NBN and then fixing faults.
This can include NBNCo employees, NBNCo contractors as well as retail service providers.
“The committee heard evidence that the involvement of multiple parties during the installation and connection process has the potential to cause considerable confusion among customers, particularly when there are delays or problems with the installation process,” the report stated.
“This is compounded by the fact that installation processes often vary depending on the technology type and location involved.”
This concern echoed a key finding from the telecommunications survey carried out by the Illawarra Business Chamber.
The survey formed part of its “Not Happy Jan” campaign directed at improving internet and phone connectivity for Illawarra businesses.
Chamber executive director Chris Lamont said the survey showed that problems with internet and phone connections were “pretty widespread” across the Illawarra.
Mr Lamont said businesses were confused by the fact there were various different entities involved in both connecting the NBN and fixing faults.
“It seems to be the connection between the NBN and existing phone service providers and who resolves difficulties between both,” Mr Lamont said.
“That is the confusion for businesses, for customers, and it seems to be a growing area of confusion for trade contractors, NBNCo, Telstras and other providers.
“No one seems to be in charge or taking responsibility and rectifying the faults.
“The customer doesn’t seem to be able to get in touch with the person who can fix it.”
NBNCo was contacted for comment but did not respond to questions before deadline.
Glen Humphries
I'm an award-winning senior journalist with the Illawarra Mercury and have well over two decades' worth of experience in newspapers. I cover the three local councils in the Illawarra for the Mercury, state and federal politics, as well as writing for the TV guide. If I'm not writing, I'm reading.
I'm an award-winning senior journalist with the Illawarra Mercury and have well over two decades' worth of experience in newspapers. I cover the three local councils in the Illawarra for the Mercury, state and federal politics, as well as writing for the TV guide. If I'm not writing, I'm reading.
