NBN Co customer service progress report announced

Picture: NBN CO
Picture: NBN CO

AUSTRALIAN broadband corporation NBN Co will use a new report to track customers’ experiences with the country’s broadband network.

NBN Co this week launched a progress report that will allow customers to follow the group’s performance in improving broadband services.

The report will include information about the National Broadband Network rollout and service quality, plus information about the number of homes and businesses able to connect to the network and their connection speeds.

Congestion levels and the average number of faults will also be documented.

More than half of Australia’s broadband network infrastructure is now built, with NBN Co estimating it will complete the remainder of the network by the end of 2020.

In the Wimmera, people in Horsham, Rainbow, Jeparit and Hopetoun can connect to the National Broadband Network through a range of methods including fixed wireless technology.

Construction is underway in Warracknabeal, Nhill, Stawell, St Arnaud and Ararat.

NBN Co chief customer officer for residential services Brad Whitcomb said the company wanted to assure customers their network experience was the company’s top priority.

“Our team has been working very hard over the course of the last 12 months as the network became available to a critical mass, to help ensure the experience of connecting and using services over the NBN access network is meeting and exceeding end-user’s expectations,” he said.

“Significant progress has been made to improve the speeds delivered during peak hours, with internet and phone providers now provisioning more bandwidth on the network than before we announced our new wholesale pricing options.

“This has helped to relieve bandwidth congestion on the network from an average of around four hours to 12 minutes per week and to deliver improved broadband services for millions of Australians.

“The rollout of the NBN is an industry-wide transformation of our nation’s telecommunications services and impacts every Australian – it’s critical that we continue to strengthen our systems and processes with our retail customers and delivery partners to ensure we are collectively prioritising customer experience.”

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