The ACCAN was responding on Monday to the latest report from the Telecommunications Industry Ombudsman (TIO) revealing that for the three months to the end of March there was a 25% spike in complaints by consumers about Internet services compared with the level of complaints one year ago.
According to the ACCAN, it has previously raised issues around performance and slow Internet speeds as “consumers do not have access to independent data on broadband performance”.
In fact, the ACCAN says a survey it conducted earlier this year showed that quality is an important factor for consumers when they are choosing a broadband service.
Monday’s statement from ACCAN said: “ACCAN is calling on the government to fund an independent broadband monitoring program that would give consumers access to performance information so they can make more informed decisions when choosing a broadband plan.”
Commenting further on the TIO report, the ACCAN says there was an 18% increase in “unusable internet services and connection delay complaints” for internet services - up by 48% from the same quarter last year.
The ACCAN points out that currently consumers do not have guaranteed fault repair or connection timeframes for data services.
“The Customer Service Guarantee (CSG) only applies to landline telephone services. Given how important an internet connection is, ACCAN doesn’t think this is good enough and is calling for the CSG to be extended to internet services.
“This is especially important as more and more consumers switch-over to the NBN. No consumer should be worse off during or after the switch-over to the NBN,” the ACCAN concludes.