Had an issue with NBN? Get a real response.
How to submit a complaint with NBN
1) Phone Support (Mon–Fri, 8am–6pm AEST) – 1800 687 626: Call NBN Co to lodge a complaint and receive your reference number immediately. Have key details ready (address, account/service ID via your provider, dates, and a short description of the issue).
2) Online Complaint Form: Use NBN’s official complaint form on the NBN website. You’ll receive a confirmation by email (including your case/reference number) typically within 1–2 business days. Include dates, photos (if relevant), and any provider references to speed assessment.
3) Email or Mail (if needed): You can submit a written complaint by post (e.g., Locked Bag 27, Gold Coast MC, QLD 9726). Post/email submissions are acknowledged within 2 business days. Phone or web are still recommended for the fastest start.
4) Accessibility Support
- National Relay Service (NRS): Use your preferred relay method and ask for 1800 687 626.
- Translating & Interpreting Service (TIS National): Call 131 450 and ask to be connected to NBN 1800 687 626.
5) In-App Reporting (infrastructure damage only): For damaged pits, cabinets, or exposed cables, you can report via Snap Send Solve with photos and location. For general service complaints, use phone or the online form above.
6) Record Your Reference Number: Whether you lodge by phone or online, NBN will issue a unique complaint reference. Write it down, it’s the key to tracking your case and avoiding repeat explanations.
Acknowledgement
- Phone: instant acknowledgement and reference number.
- Web/Email/Post: acknowledgement within 2 business days (often faster for urgent issues).
Case Management & Escalation
NBN aims to resolve simple complaints at first contact. If not possible, your case is escalated internally. A case manager or specialist will contact you to investigate and coordinate the fix.
Investigation & Proposed Resolution
NBN targets providing a proposed resolution within 15 business days of lodgement. If more time is required, they’ll explain why and provide a new timeframe.
Implementing the Fix
Once agreed, NBN strives to implement the solution within 10 business days (unless another timeframe is agreed). Your complaint remains open until the remedy is completed and you confirm you’re satisfied.
Updates & Transparency
NBN will keep you updated via your preferred contact method. You can request a status update any time by quoting your reference number.
Urgent Complaints
Where criteria are met (e.g., medical/safety risks, incorrect disconnection, complete loss of service for vulnerable consumers), NBN prioritises your case — urgent complaints target resolution within 2 working days.
Fair Treatment
Lodging a complaint is free. Your service won’t be cancelled just because you complained or escalated.
Common complaints against NBN
1) Connection & Speed Problems
Slow speeds, dropouts, or no connection are the most common issues. Your retail provider (ISP) is usually your first point of contact for performance faults; if the root cause is NBN infrastructure, NBN becomes involved. Keep speed test logs and outage dates — they help both parties pinpoint faults faster.
2) Installation Delays & Missed Appointments
Long waits or no-shows can occur when additional infrastructure work is needed. After multiple missed technician visits, request escalation and a case manager to coordinate the job and keep you informed.
3) Communication Gaps (NBN ↔ Provider ↔ You)
NBN is the wholesaler, so updates often travel via your provider. If you’re getting the runaround, ask your provider for NBN job IDs, expected dates, and confirmation that your issue has been escalated to NBN.
4) Equipment & Infrastructure Issues
Faulty NBN equipment, exposed or damaged cables, or poor workmanship should be reported directly to NBN (with photos). NBN can dispatch crews to remediate at no cost where it’s their responsibility.
5) Billing & Plan Concerns (via Provider)
NBN doesn’t bill you directly — your provider does. If you’re paying for a higher tier but seeing lower performance, collect evidence (speed tests, outage logs) and seek credits or plan adjustments from your provider while any NBN network faults are investigated.
NBN complaints submitted through Ajust
After three months without internet, nobody will help us. I had an electrician confirm low voltage coming from the pit and NBN still hasn’t sent anyone to inspect or fix the fault. We’re isolated, can’t work or study, and the ongoing silence from NBN and my provider is unacceptable. I need an urgent on-site repair and clear communication. - Dea
My internet collapsed in October and speeds have fallen to 0–6 Mbps. Two technicians patched the line briefly but the problem returns and I’ve been told it could be months before a proper repair. My son misses essential autism appointments because calls drop mid-session and we face cancellation fees. This is a critical service failure that needs a permanent fix now. - Annette
Our fixed wireless has been dropping out for nearly a month while NBN’s status shows no outage. I run an online business and Telstra’s 4G backup is unusable at 0.5–2 Mbps, so we are losing customers and income. Repeated support loops haven’t resolved anything; NBN must acknowledge the issue, repair the equipment, and compensate affected small businesses. - Dell
We moved into a newly built home and the external NBN box is installed but the connection is delayed because a cherry picker is required to access a private power pole. It’s been two and a half weeks with no timeline while I run a small business and lecture from home. I need expedited scheduling and clear communication so I can work. - Elizabeth
How other consumers NBN complaints got resolved
Extended Outage After Upgrade: After weeks without service post-upgrade, escalation led to an NBN case manager, coordinated infrastructure work, and service restoration.
Multiple No-Show Appointments: Three missed technician visits triggered an escalation. A managed appointment finally resolved the line fault.
Poor Contractor Workmanship: Unsafe/exposed cabling was reported to NBN, who replaced the run correctly (in conduit) and apologised.
Step 1 — Ask for a Supervisor / Case Manager
If progress stalls, request a case manager at NBN (for NBN-owned issues) or escalate within your provider (Customer Relations / senior tech teams).
Step 2 — Document Everything
Keep a log of dates, names/IDs, job numbers, promised actions, speed tests, and photos. Documentation accelerates escalations.
Step 3 — When to Escalate Internally
- Repeated missed targets/no-shows
- No updates beyond promised dates
- Proposed resolution doesn’t address the problem
Step 4 — Internal “Final Position”
If NBN or your provider issues a final position you disagree with — or timelines exceed standards — prepare to escalate externally (see next section).
Telecommunications Industry Ombudsman (TIO) — Primary avenue for phone/internet issues
- www.tio.com.au | 1800 062 058
Lodge after giving NBN/your provider a reasonable chance to resolve. The TIO is free, independent, and typically prompts swift action.
ACMA (Australian Communications & Media Authority) — complaints handling standards, NBN guidance, spam/telemarketing
- www.acma.gov.au | 1800 226 667
ACCC (Competition & Consumer) — misleading claims / systemic consumer harm (reports)
State Fair Trading / Consumer Affairs — contracts, refunds, broader consumer rights
- Find your state office (e.g., NSW Fair Trading, Consumer Affairs Victoria).
OAIC (Privacy) — misuse of personal information
- www.oaic.gov.au | 1300 363 992
- NBN — How to Make a Complaint: nbnco.com.au/support/complaints
- NBN Online Complaint Form: nbnco.com.au/corporate-information/contact-us/contact-us-form
- NBN Complaints Phone: 1800 687 626 (Mon–Fri 8am–6pm AEST)
- NBN Complaint Handling (Policy/Guide/PDF): via the NBN complaints page
Regulators & Help
- Telecommunications Industry Ombudsman (TIO): www.tio.com.au — 1800 062 058
- ACMA: www.acma.gov.au — 1800 226 667
- ACCC (Telecommunications): www.accc.gov.au/consumers/telecommunications
- State Fair Trading / Consumer Affairs: see your state authority
- OAIC (Privacy): www.oaic.gov.au — 1300 363 992
Keep your reference number handy when using any of these.
NBN Complaints FAQs
How long does NBN usually take to resolve a complaint once I lodge it?
NBN typically provides a proposed resolution within 15 business days and implements the fix within 10 business days after you agree to it. This helps you understand whether your case is moving at the expected pace. If it drags past these timelines, you can request updates using your reference number or escalate the issue for faster progress.
What should I do if NBN keeps missing technician appointments or giving me no updates?
If NBN repeatedly misses commitments or stops communicating, you should request an escalation or ask for a case manager. This ensures your issue is actively managed rather than waiting in a queue. Keeping a record of dates, job numbers, and promised actions helps NBN pinpoint delays and gets your case moving again.
When should I escalate an NBN issue to the Telecommunications Industry Ombudsman (TIO)?
You should go to the TIO when NBN or your provider has had a fair chance to resolve the problem but hasn’t delivered a proper outcome. The TIO is free, independent, and often accelerates stalled cases. Use this step when timelines blow out, updates stop, or you receive a final position you disagree with.
How can I make sure my NBN complaint gets taken seriously from the start?
Your complaint is taken more seriously when you provide clear details and keep solid evidence like dates, photos, and outage logs. Having this information ready speeds up NBN’s investigation and reduces back-and-forth. Always write down your reference number because it’s the key to faster updates and avoiding repeat explanations.
You’ve done your part, now it’s time to hold NBN accountable.
Take the final step and submit a complaint that gets seen and responded to.