Types of issues or Drop-outs* 49 53 faults Slow data speeds in the evening† 36 n/a Slow data speeds general† 33 n/a Data speeds variable† n/a 43 Consistent slower data speeds than expected† n/a 33 Service outages* 28 35 Interruptions and buffering† 31 27 Poor voice quality‡ 15 23 Satisfaction with complaints-handling (resolved 61 39 complaints)§ Receipt of reimbursement or compensation (resolved 29 20 complaints) § n/a=not applicable. *All households/businesses connected to the NBN. with internet connected to the NBN. †Households/businesses with phone connected to the NBN. ‡Households/businesses §Households/businesses connected to the NBN most recent complaint was resolved Base: Residential households connected to the NBN (n=1,881), residential households connected to the NBN who experienced an issue or fault (n=1,365), businesses connected to the NBN who experienced any issue or fault (n=832), residential households with internet connected to the NBN (n=1,757), businesses with internet connected to the NBN (n=1,084), residential households connected to the NBN with a resolved complaint (n=345), businesses connected to the NBN with a resolved complaint (n=304). D5/D2. connecting to the NBN, have you experienced any issues or faults with your NBN service/s, such as…? D18. Overall, how satisfied or dissatisfied were you with how the complaint was handled?
Types of issues or faults Drop-outs* Slow data speeds in the evening† Slow data speeds general† Data speeds variable† Consistent slower data speeds than expected† Service outages* Interruptions and buffering† Poor voice quality‡ 49 36 33 n/a n/a 28 31 15 53 n/a n/a 43 33 35 27 23 Satisfaction with complaints-handling (resolved complaints)§ 61 39 Receipt of reimbursement or compensation (resolved complaints) § 29 20 n/a=not applicable. *All households/businesses connected to the NBN. †Households/businesses with internet connected to the NBN. ‡Households/businesses with phone connected to the NBN. §Households/businesses connected to the NBN most recent complaint was resolved Base: Residential households connected to the NBN (n=1,881), residential households connected to the NBN who experienced an issue or fault (n=1,365), businesses connected to the NBN who experienced any issue or fault (n=832), residential households with internet connected to the NBN (n=1,757), businesses with internet connected to the NBN (n=1,084), residential households connected to the NBN with a resolved complaint (n=345), businesses connected to the NBN with a resolved complaint (n=304). D5/D2. connecting to the NBN, have you experienced any issues or faults with your NBN service/s, such as…? D18. Overall, how satisfied or dissatisfied were you with how the complaint was handled?
NBN-consumer-experience_households-and-businesses.docx