ACCC takes Dodo, iPrimus and Commander to task for NBN claims

Posted: 23 March 2018 11:38 am News

5,825 Australian NBN customers could be entitled to refunds, plan changes or no-fault early contract exits.

Having slapped TPG sub-brands iiNet and Internode earlier in the week for misleading more than 11,000 customers around effective NBN speeds, the ACCC has now set its sights on Vocus group's ISP brands, specifically Dodo, iPrimus and Commander for pretty much the same kinds of violations.

It's a familiar tale, as Telstra, Optus and TPG all copped the sharp end of the ACCC's attention last year as well.

In Telstra's case it was for around 42,000 customers, while Optus had 8,700 customers entitled to remedies, and TPG had around 8,000.

The ACCC's action will see affected customers of Dodo, iPrimus and Commander contacted no later than 27 April 2018, outlining their options.

According to the ACCC, 3,384 Dodo customers, 1,912 iPrimus customers, and 565 Commander customers were left unable to access speeds they'd paid for, primarily those using FTTN connections.

Looking at the highest NBN speed tier, 2,436 Dodo customers on a 100/40 Mbps plan could not receive 100/40 Mbps plans they'd paid for, and 1,037 of those couldn't even hit the next lowest 50/20 tier.

For iPrimus customers, 904 were unable to access 100/40 Mbps speeds despite paying for them, and 396 of that group couldn't even achieve speeds at the 50/20 tier. Commander customers made up the smallest group, with 283 unable to hit 100/40 and 104 of those unable to even hit 50/20 Mbps.

In terms of remedies, customers will be able to choose from refunds for speeds they were unable to access while moving to a lower speed plan, or the option for refunds and an exit from their plan with no penalty fees.

The ACCC's Commissioner Sarah Court stated that "The ACCC has now accepted undertakings from eight internet service providers, who have all admitted they likely misled customers about internet speeds.

As a result of these undertakings, more than 75,000 affected consumers are being contacted by their internet service provider and offered remedies. New customers will also now be told if they are not getting the maximum internet speeds they were promised."

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