Tuesday, 05 February 2019 05:15

Labor calls on NBN Co to reduce number of missed appointments

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Labor calls on NBN Co to reduce number of missed appointments Pixabay

The Australian Labor Party has called on NBN Co, the company rolling out the national broadband network, to improve its processes and communication with users in order to reduce the number of missed appointments.

Labor said in a statement that the company had missed 157,268 technicians' appointments in the financial year 2017-18, with the number blowing out from the 80,000 that were said to have occurred between July 2017 and March 2018.

Shadow Communications Minister Michelle Rowland said in a statement it was unclear how the number of missed appointments had surged in the space of three months.

“If [Communications Minister] Mitch Fifield had been more focused on NBN consumers and less focused on installing [Home Affairs Minister] Peter Dutton as Prime Minister, we would not have this situation,” Rowland said, referring to a leadership bid by Dutton against then Prime Minister Malcolm Turnbull.

“A Shorten Labor Government will establish an NBN Service Guarantee to improve the incentives for NBN to improve fault rectification timeframes and reduce missed appointments.

“Less downtime, greater accountability and fewer missed appointments – that is what consumers deserve and what Labor wants to achieve.”

Labor announced the plan for an NBN Service Guarantee in June last year, to set standards for fixing faults, installations and missed appointments.

In Monday's statement, Labor said alongside the blowout in missed appointment numbers, NBN Co had dropped its Customer Experience Metric from their latest Corporate Plan, after Senate Scrutiny revealed it had dropped from 7.2 to 6.5.

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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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