Tuesday, 02 June 2020 16:01

NBN Co admits to misleading Canberra consumers over need to move to NBN Featured

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NBN Co, the operator of the National Broadband Network, has admitted to Australia’s competition watchdog, the ACCC, that it misled Canberra consumers who lived in areas where the NBN was operating into thinking that their telephone and Internet services supplied over the TransACT Network would be disconnected if they did not move to the NBN.

NBN Co has admitted in a court-enforceable undertaking to the ACCC that between January and 11 July 2019, it sent multiple letters to consumers and businesses across Canberra stating that they needed to move to the NBN or they would face the prospect of losing services.

In a statement released on Tuesday, the ACCC said this advice was incorrect for more than 20,000 premises connected to the TransACT VDSL2 Network.

As part of the undertaking, NBN Co has committed to reimburse the early termination costs paid by consumers and businesses that moved to NBN Co before 10 July 2019, and then chose to return to the TransACT Network.

NBN Co has also undertaken to publish corrective notices in the Canberra Times, through a paid Facebook advertisement and on the NBN Co website, as well as to make a contribution towards the costs incurred by TransACT in seeking to correct the misleading communications.

“It is unacceptable for NBN Co to tell consumers on other broadband networks such as the TransACT Network that moving to the NBN is their only option, when that is just not correct,” ACCC Chair Rod Sims said.

“Moving to the NBN is an important decision and it can be confusing. Consumers should be able to trust that NBN Co is providing them with accurate information.”

“The ACCC will not hesitate to seek high penalties in court against NBN, and other telcos, if we see this type of conduct again.”

NBN Co has also committed to establish safeguards against repeating this conduct. This includes appropriately tailoring its disconnection communications in the footprint of competing networks that supply more than 1,000 services and keeping a voluntary register on its website of competing networks that will continue to operate alongside the NBN.

The ACCC said it encourages operators of competing networks to engage with NBN Co so that these safeguards will be as effective as possible.


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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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