ACCC says vague NBN speed claims are not the government's fault

The ACCC report blames retailers for NBN users’ confusion over download and upload speeds.

Mr McCormack said the actual speed and quality of the broadband service experienced by customers depends on a range of factors. 

"The quality of the equipment people are using, for example, modems, Wi-Fi routers, other connected devices, the way a Retail Service Provider (RSP) configures its network, and the technology used by online content providers are some of those factors," he said.

"The Australian Competition and Consumer Commission (ACCC) has reported on how RSPs could improve the accuracy of information on broadband speeds provided to consumers. 

“The claims made by locals in Young and the sector more broadly are important to be considered and I urge locals to contact their RSP and the ACCC if they continue to experience any issues with their internet service.”

ACCC Chairman Rod Sims said eighty percent of consumers are confused about broadband speeds.

"The ACCC is concerned that the use of vague speed claims by RSPs is not providing consumers accurate, comparable, or useful information – four out of five consumers have trouble comparing broadband speeds and this is causing a high level of complaints, confusion, and dissatisfaction,” he said.

But Shadow Minister for Regional Communications Stephen Jones said retailers should not be blamed for the Government’s decision to rely on an ageing copper network for the rollout of the NBN.

“Last year complaints about the NBN to the Telecommunications Industry Ombudsman (TIO) increased by almost 150 percent. The vast majority of the postcodes that recorded complaints are in regional towns.

“No wonder towns like Griffith, Gundagai and Young – just to name a few – are reporting that the NBN is a dud.”