National Broadband Network complaints rise as rollout grows
Workers installing a fibre optic cable as part of the National Broadband Network rollout. (AAP) AAP
National Broadband Network complaints are on the rise, with consumers often unsure about who's responsible for fixing their problem.
The Telecommunications Industry Ombudsman has reported for the first time on NBN-related complaints in its annual report, released on Thursday.
Consumers made 3,982 new NBN-related complaints last financial year.
Most were about new connection delays, with over 1,900 consumers affected.
"Complaints increased every quarter over the financial year. This is predictable given an increased rollout," Ombudsman Simon Cohen said.
A common theme in the complaints has been communication breakdown, with consumers often reporting they don't know who to turn to solve their problem, Mr Cohen added.
"Resolving these complaints often takes time and it can prove very difficult to put connections back on track when something goes wrong," he said.
As a result, the TIO has established a specialised NBN team and is trialling new procedures to increase co-operation between service providers and NBN Co.
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