Complaints

From building and connecting infrastructure, to fast connections, nbn is committed to helping Australians have positive broadband service experiences. As nbn is a wholesaler, some parts of your services are managed by us, and others are managed by your phone and internet service provider (the retailer).

Knowing who to contact initially when you are experiencing internet connection problems may help you to get back online faster.

What happens next?

When you lodge a complaint or provide feedback, we will issue you with a unique reference number. Please take a note of this reference number, as we will refer to it during your case management process.

Wherever possible, we try to resolve requests and complaints during the first point of contact. In some cases, we may need to investigate further, and you may be contacted by a team member ready to work with you to resolve your matter.

Resolution and outcome

For a request or complaint that we can’t resolve immediately, we will try to:

1
investigate and contact you within 15 business days from lodgement to discuss the resolution. In the event that it is likely to take longer, we will contact you to let you know why and provide you with an updated timeframe.
2
implement any agreed resolution within 10 business days, unless: you have agreed otherwise, or you have not yet completed something you agreed to do.

Updates

We’ll provide you with updates directly, or you can choose to request an update here with your unique reference number.

More information

For further information on how we assess and manage complaints, please read the nbn™ Complaint Management Policy below:

nbn™ Complaint Management Policy