NBN 'misses' cost consumers $15m a year, says consumer group
Have you ever been kept waiting by NBN technicians who promised to be at your house at a designated time? If not, you’re one of a select few. NBN Co. appointments are costing consumers more than $15 million a year in lost time, according to a new analysis.
The Australian Communications Consumer Action Network (ACCAN) has found that NBN Co. misses an average of 320 appointments each day and that each missed appointment costs a consumer about $150 in wasted time.
Earlier this year, NBN Co. reported that its technicians missed 114,093 appointments – an average of 469 per day, between 1 July 1 2018 and 20 February 20 2019.
However, ACCAN deducted one-third of those appointments – completed either earlier or later the same day – bringing the figure down to an average of 320 missed appointments per day.
“This is simply not good enough,” said ACCAN policy director Una Lawrence who added that the process of connecting to the NBN or getting a fault fixed “can be a real pain point for people”.
“Not only do you have the inconvenience of taking time off from work to wait for a contractor,” she said, “but there’s no guarantee they’ll turn up on time or at all.”
A spokesperson for NBN Co. told The New Daily it was “committed to working with the industry to improve customer experience and will work constructively with the ACCC (Australian Competition and Consumer Commission) to help achieve this”.
“We understand the frustration experienced by people who have had missed appointments relating to their NBN installation and want to reassure all Australians that one of our key priorities is to work alongside the industry to deliver great experiences for people who connect to the NBN.”