Had an issue with

NBN

? Get a real response.

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.

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.