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Do I make a complaint to NBN or my internet service provider?

Do I make a complaint to NBN or my internet service provider?

Navigating the world of internet services can be perplexing, especially when something goes wrong. Whether it's slow internet speeds, unexpected billing, or installation issues, knowing whether to contact NBN or your Internet Service Provider (ISP) can save you a lot of time and frustration. Here’s a straightforward guide to help direct your complaints to the right place.

Who handles what?

NBN is responsible for the infrastructure that delivers broadband service across Australia, including the physical lines and technology that make internet connections possible. When it comes to lodging complaints, you should contact NBN if your concerns are about:

  • Damage to Property or Equipment: If NBN installation or equipment causes damage to your property, NBN is the right contact.
  • Contractor Conduct: Issues with the behavior or professionalism of NBN contractors should be directed to NBN.
  • Installation Quality: Concerns about how equipment was installed or the workmanship of the installer are for NBN.
  • Land Access and Safety Concerns: If your complaint involves how NBN accesses land or handles health and safety, NBN is responsible.

ISPs manage the services provided over NBN infrastructure. This includes dealing with customer accounts, billing, and the quality of internet service. You should contact your ISP for issues such as:

  • Service Performance: Complaints about slow speeds, dropouts, or loss of service are typically issues for ISPs.
  • Connection Delays and Setup: If you're experiencing delays getting connected or issues with the setup process, your ISP can help.
  • Billing and Charges: Any discrepancies in billing or questions about charges should be directed to your ISP.
  • Plan Details: Questions about your internet plan, such as data caps or plan features, are handled by your ISP.
Just a bit more

Ajust's intuitive platform takes the guesswork of complaints - simply share your story and Ajust will make sure your complaint goes to the right place, so that your issue gets resolved quickly. Get started here.

Why It Matters

Directing your complaint to the correct party is crucial for a few reasons. It ensures that your issue is addressed more quickly and by the right experts, and it reduces the runaround that can often accompany complaint resolution. For both consumers and providers, efficient complaint resolution is beneficial, enhancing customer satisfaction and business performance.

How Ajust Can Help

If you're unsure or find the process of making a complaint daunting, Ajust offers a streamlined way to create and send your complaint without the hassle. Ajust removes the frustration and confusion by determining where your complaint should be directed and ensuring it is heard by the right people.

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Take the effort out of making a complaint. Ajust sends the right details to the right place – so you get the right outcome.

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