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Many Thousands of Australians have the Right to Receive Refunds from their NBN Telco

Tens of thousands NBN customers experiencing slow connection speeds are urged to contact their telco company, as they may be eligible for a reimbursement.
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After internet service providers made misleading or false claims about speeds and speeds, the ACCC announced on Wednesday that NBN customers could be eligible to receive a refund.



Telstra, Optus, TPG, iiNet, Internode, Dodo, iPrimus and Commander have all admitted to advertising and selling NBN plans that have unattainable connection speeds.



Tens of thousands of NBN customers experiencing slow connection speeds have been urged to contact their telco provider to determine if they are eligible to receive a refund



Consumers could not experience advertised download speeds of up 100 megabits per sec due to limitations in FTTN and FTTB technology.



The consumer watchdog said they had been in negotiations with telcos over the past 15 months and agreed to each of them a promise that they would reach out to customers.



ACCC Acting Chair Mick Keogh said a large percentage, about two-thirds of affected customers, have not responded to emails or letters from their internet provider.



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Mr Keogh said that they may be eligible for refunds, some as high as hundreds dollars.



"The ACCC is asking NBN customers to contact their NBN retailer if they receive a letter or email offering remedies was sent to them.



The watchdog said customers who have recently signed up for a new NBN plan could also be eligible to receive a refund if the company had advertised maximum connection speeds.



Telstra, Optus and Commander all admitted to selling NBN plans at speeds that were unattainable.



Within four weeks, the telco must check their speeds. If they are lower than the advertised speeds for the plan that the customer selected, they must offer alternatives.



The ACCC said the amount of refund is contingent on the amount someone pays for a maximum download speed, as well as the price of the plan that will actually provide it.



If you pay $100 per month for 100 Mbps maximum download speed, but receive only 37 Mbps, and the $70 monthly plan offers 50Mbps, the refund will be $30 for every month already paid.



Mr Keogh said that telcos must provide accurate information in advance about the speed of internet and deliver the results.



"Our message to RSPs (telcos) is that when you advertise a certain speed of connection, and customers do not enjoy this speed, you are breaking the Australian Consumer Law,' he said.


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