TIO clarifies terms of nbn undertakings

The Telecommunications Industry Ombusdman (TIO) has moved to clarify to nbn broadband customers how it takes into account the recent undertakings related to the speed of broadband services.

Telstra, Optus, TPG and Belong recently submitted enforceable undertakings to the ACCC pledging to proactively contact and offer remediation for nbn FTTN and FTTB customers who were sold broadband plans advertising speeds their infrastructure was incapable of providing.

In a guide for consumers, the TIO noted that customers of other broadband providers and those connected to the nbn using different access technologies are not covered by the undertakings.

The guide also states that the undertaking requires the operators to check the maximum attainable speeds that can be delivered over a given FTTN or FTTB connection, which is governed by factors such as the length and quality of the copper last-mile connection or electrical interference.

But internet speeds can be impacted by other factors such as the time of day, the number of simultaneous users or the way a specific provider configures their network and manages traffic. These factors do not influence what is considered to be the maximum attainable speeds.

According to the guide, the TIO will need to take the enforceable undertakings into account when eligible customers of the operators file complaints related to nbn speeds.

Customers on other plans or with other providers can still file complaints using the TIO’s usual processes, but the undertakings do not apply.

Image courtesy nbn co.

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