ACCC urges NBN customers to check if they’re entitled to a refund

Posted: 23 January 2019 10:47 am
News

Not getting the speed you need is prime grounds for getting some money back.

The ACCC has been rather active in the NBN space over the past couple of years, getting enforceable undertakings from the largest ISPs in the land in relation to offers previously made on the national broadband network.

First it targeted Telstra for potentially misleading claims, before pursuing similar actions against Optus, TPG and Dodo, iPrimus and Commander.

Getting undertakings from ISPs is fine, but it relies on consumers following up on offers of refunds or the opportunity to shift to lower speed plans if the speeds they were promised weren't possible to deliver on their connections. According to the ACCC, that's yet to happen to an appreciable degree, with two out of three affected customers yet to respond to ISP offers.

Mick Keogh, ACCC Acting Chair said, "A large proportion, two in three affected consumers, have not responded to the letter or email from their RSP. They may be eligible for refunds, some in the hundreds of dollars. The ACCC is urging NBN customers to contact their NBN retailer if they have received a letter or email offer of a remedy, or think they might be entitled to a remedy."

It's not just a matter of customers on older offers being in line for a remedy either, with the ACCC noting that if you sign up for a plan advertised with a maximum speed that you can't in fact hit, the RSP is obliged within four weeks to check your speeds and offer a remedy if you're not able to get what you're paying for.

"Our message to RSPs is that if you advertise a particular connection speed and customers cannot experience that speed, you risk breaching the Australian Consumer Law," Mr Keogh added.

"We expect RSPs to provide consumers with accurate information up front about the internet speeds they can expect to experience, and then deliver on those promises."

Not sure what you're getting on your NBN connection? Use Finder's broadband speed test to find out!

After a new broadband plan? You should compare your NBN options. You can compare plan choices based on the NBN technology available at your address in our NBN plan checker.

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2 Responses

  1. Default Gravatar
    CaroleJanuary 29, 2019

    I WENT ON THE NBN WHEN IT FIRST CAME IN & IT IS NO FASTER THAN THE OLD INTERNET, I HAVE RANG TELSTRA NUMEROUS TIMES & THEY HAVE SENT ME NEW MODEMS BUT IT HAS MADE NO DIFERENCE IT IS STILL VERY SLOW & I KEEP GETTING A MESSAGE SAYING THAT I AM NOT CONNECTED WHEN I AM CONNECTED, I HAVE TO CLICK 3 TIMES OR MORE TO GET ONTO WHAT I WANT, I RECEIVED AN EMAIL FROM THE ACCC YESTERDAY SAYING A LOT OF PEOPLE IN AUSTRAIA WERE ENTITLED TO A REFUND, HOW DO I ACCESS THIS REFUND, I RANG TELSTRA TODAY & THEY DIDNT KNOW ANY THING ABOUT A REFUND & THAT MY INTERNET IS WORKING OK BUT IT IS NOT, THEY KEEP GIVING ME THE RUNAROUND & I DONT GET ANY HELP, I AM ON A PENSION & I SHOULDNT HAVE TO PAY FOR AN INTERNET THAT IS NOT UP TO WHAT WAS PROMISED, PLEASE ADVISE IF I AM ENTITLED TO A REFUND & HOW DO I GET A REFUND & WHY DOESNT TELSTRA KNOW ANY THING ABOUT A REFUND.

    • Avatarfinder Customer Care
      JohnJanuary 30, 2019Staff

      Hi Carole,

      Thank you for reaching out to finder.

      The ACCC is encouraging NBN customers experiencing slow connection speeds to contact their retail service provider (RSP) as they may be eligible for a refund following undertakings it has negotiated with RSPs over the last 15 months. If they are not acting upon your complaint, you may directly contact the Australian Competition and Consumer Commission to check on how to file a complaint for a refund. Hope this helps!

      Cheers,
      Reggie

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