TELSTRA, BELONG CONTACT CUSTOMERS WITH SLOW NBN SPEEDS

摘要

Under a November 2017 court-enforceable undertaking, Telstra was required to check customers’ broadband speeds if they were connected to the NBN via FTTN or FTTB technology. If a customer’s connection wasn’t able to get the maximum speeds promised under their plan, Telstra was required to inform the customer of the maximum speeds attainable, and offer a remedy if the customer wanted to change or exit their contract. But in August 2019 Telstra advised the Australian Competition and Consumer Commission (ACCC) that it had failed to check the maximum broadband speeds of 180,000 Telstra or Belong services which moved to a higher-speed tier plan. About 168,000 plans had been upgraded by Telstra or Belong at no extra cost for an unrelated reason.