Orders for faster NBN speeds double

Clarence Valley residents can look forward to faster internet in coming months

Clarence Valley residents can look forward to faster internet in coming months

NBN Co says of the 22,827 complaints to the ombudsman about retail services delivered over the network, it received only 1052 complaints to resolve - a decline of 16 per cent compared to the same corresponding period.

While these changes aren't reflected in this six-month update, they could show a reduction in complaint numbers in the coming months, Ms Jones said.

It is worth noting that there were more premises connected to the NBN in the 2017 period than in the 2016 period.

She added that a number of initiatives around broadband speeds are "bearing fruit" and that speeds - even during peak hour - are often exceeding advertised speeds, citing the recent ACCC Broadband Speed Monitoring Report.

Mr Whitcomb said the average network bandwidth congestion per Australian home is sitting below 30 minutes per week compared with more than six hours per week this time past year.

Whitcomb also pointed to the pause on hybrid fibre-coaxial (HFC) sales and improvements to processes and systems as steps taken by the company to help minimise complaints.

The TIO received 84,914 complaints in the six month period ending 31 December 2017.

The number of complaints about the NBN tripled in the second half of 2017, according to a report from the Telecommunications Industry Ombudsman (TIO).

Complaints were predominantly from residential consumers at 74,729 complaints, or 88 percent of the total.

Overall complaints rose 28.7 per cent on the same period in 2016, with multiple services contributing the bulk (30.8%), followed by mobile services (29.4%) and internet services (28%).

"With "provider response" being the top issue raised by customers who complain in relation to a service delivered over the NBN, our industry will be working to improve the end-to-end experience, including through improved assistance between providers in the supply chain to resolve complaints", Gillespie-Jones said. Eleven per cent were about landline phone services and 0.8 per cent fell into the property category. Complaints from small businesses were at 9947 or 11.7 percent.

"If this trend continues, up to 52,200 additional Australian women will be self-employed by the end of the roll-out due to the "NBN effect". An increasing range of products and services are being offered to consumers, expectations for the quality of phone and internet services are high, and the rollout of the National Broadband Network is changing the way we use telecommunications services", Jones said.

"However, consumers still seem to be facing the same problems, particularly with their bills and the customer service they receive".

She added that wider issues relating to phone or internet problems such as debt management are "concerning".

Complaints increased in all states and territories with high increases of over 30 per cent occurring in Queensland, Tasmania, Victoria and Western Australia, compared to the same period in 2016.