ACCC urges NBN customers to check if they’re entitled to a refund
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 Internet service providers (ISPs) in the land in relation to offers previously made on the national broadband network.
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."
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