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TPG offer remedies to customers for slow NBN speeds

20 December 2017

The Australian Competition and Consumer Commission (ACCC) has announced TPG has agreed to offer remedies to nearly 8,000 of its customers who were misled about maximum speeds they could achieve on certain TPG NBN plans.

The ACCC is responsible for enforcing this undertaking.

TPG has until 2 March 2018 to notify affected customers by email or letter.

Residential customers who are unsure if the undertaking applies to them can contact TPG on 13 14 23. 

Small business customers who are unsure if the undertaking applies to them can contact TPG on 1300 365 313.

Customers who think they may be affected but who do not receive notification on or before 2 March 2018 should contact TPG.

All other residential consumers or small businesses with speed issues relating to a service delivered over the NBN should first contact their service provider. If the complaint remains unresolved, the residential consumer or small business can make a complaint to the Telecommunications Industry Ombudsman online or by phone on 1800 062 058.

More information on this undertaking is available on the ACCC website or by calling the ACCC Info Centre on 1300 302 502.

Ends

NOTES TO EDITORS:

*For all media enquiries please contact  Sarah Carnovale on 0437 548 540 or via email.    

*The Telecommunications Industry Ombudsman provides a free and independent dispute service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia. Residential consumers and small businesses should contact www.tio.com.au or 1800 062 058.

The Telecommunications Industry Sector
*The Telecommunications industry regulators are the Australian Communications and Media Authority(ACMA). Media enquiries to  02 9334 7719, 0434 652 063 or media@acma.gov.au The Australian Competition and Consumer Commission (ACCC). Media enquiries to 1300 138 917, media@accc.gov.auAfter hours 0408 995 408.

*Communications Alliance is the peak body for Australian communications industry.  Media enquiries to Sefiani Communications, (www.sefiani.com.au) 61 431 478 558.

*The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services.  Media enquiries to 0409 966 931 or 02 9288 4000.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614