Notes

Many Australians have the Right to Receive a Refund from Their NBN Telco.

Tens of thousands of NBN customers experiencing slow connection speeds have been advised to contact their telco in case they are eligible to receive a refund.
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After internet providers made false or false claims about their speeds and speeds, the ACCC announced Wednesday that NBN customers could be eligible for a refund.



Telstra, Optus and Commander all admitted to selling NBN plans that were impossible to purchase through sales and advertising.



Tens of thousands of NBN customers experiencing slow connections have been advised to contact their telco provider as they may be eligible for a reimbursement



Due to the limitations of FTTN and FTTB technologies, users could not experience the advertised speeds of up to 100 megabits every second.



The consumer watchdog said they had been in negotiations with telcos over the past 15 months and signed agreements with each company that they would get in touch with customers.



ACCC Acting Chair Mick Keogh said a large proportion, two in three affected consumers, haven't responded to emails or letters from their internet provider.



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'They may be eligible for refunds, with some in the hundreds of dollars Mr Keogh said.



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



The watchdog also said that customers who recently signed up to a new NBN plan may also be eligible to receive a refund if the telco advertised maximum speeds for connection.



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



Within four weeks, the telco should be able to check their speed. If they are less than advertised speeds for the plan the customer selected, they must offer alternatives.



According to the ACCC, the amount of any refund will depend on the price paid for maximum download speed, as well as the price of the plan that actually offers it.



For example, if you pay $100 per month for an unlimited download speed of 100 Mbps, but only receive 37 Mbps, and a $70 a month plan delivers 50 Mbps, then your refund would be $30 for very month that you have already paid.



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



'Our message to RSPs (telcos) is that if you advertise a particular connection speed but customers don't experience the speed, you could be breaking the Australian Consumer Law,' the lawyer said.


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