Home Telecoms & NBN NBN Co promises new deal for RSPs and consumers

NBN Co promises new deal for RSPs and consumers

A new contract between the NBN Co, the company building Australia's national broadband network, and phone and Internet providers is expected to improve its wholesale services.

Known as the Wholesale Broadband Agreement, it commits NBN Co to meeting higher service performance commitments for activations and fault restoration to help improve customer experience on the NBN.

Among the new requirements are:

  • A two-hour service level for hand-offs from NBN Co to RSPs.
  • Corrective action being taken where NBN Co fails to meet performance objectives.
  • A new rebate for providers where NBN Co doesn’t meet target fault restoration timeframes.

Apart from these, NBN Co will also test a new appointments system so that consumers can reschedule appointments directly with an NBN Co field technician without the need to contact their provider.

NBN Co chief customer officer – Residential, Brad Whitcomb, said: “We are pleased to see the finalisation of the third iteration of the WBA after more than two years of negotiations and discussions with our customers, the phone and Internet providers.

“WBA3 is central to our commitment to improve the consumer experience on the NBN access network, alongside industry. The agreement reflects the evolution of our business and also feedback from providers on how we can deliver better experiences on the network.

“The success of NBN Co depends on the success of our customers – the telephone and Internet companies. This is particularly the case as the rollout is one of the biggest and most complex infrastructure projects ever undertaken in Australia.”


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Sam Varghese

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A professional journalist with decades of experience, Sam for nine years used DOS and then Windows, which led him to start experimenting with GNU/Linux in 1998. Since then he has written widely about the use of both free and open source software, and the people behind the code. His personal blog is titled Irregular Expression.