A statutory infrastructure provider (SIP) is responsible for connecting properties to broadband infrastructure. This guide explains what SIPs do, when they may be involved in your connection, and how we handle complaints involving SIPs.
A SIP is a carrier designated to supply broadband connections in particular areas.
The most common SIP is NBN Co and it is the default SIP for all Australia, except where the Australian Communications and Media Authority (ACMA) designates other SIPs.
You can see who your SIP is on this map and view list of all SIPs on the ACMA register.
That depends on your situation.
If you’re moving into or living in a property that has an existing connection to the SIP’s network, you may not deal directly with your local SIP.
You probably deal directly, and have a contract, with a retailer like Telstra. For example, Telstra may be your retailer and sends you bills.
Your SIP may be NBN Co, but they don’t send you bills.
In this case, NBN Co sells internet connections to retailers like Telstra (and not consumers), and retailers sell them to you.
So, while you don’t usually deal directly with your SIP, they may need to contact you if they need to send a technician and want to arrange a time with you.
If you’re building a property, knocking one down and rebuilding it, or substantially altering one, you or your builder need to speak and work with your SIP.
In these cases, you’ll need to submit a development application to your SIP to make sure you install the right infrastructure to connect to the SIP’s network.
If you’re moving into a newly built property, a SIP may charge you a new connection fee through your retailer.
That depends on your situation.
If you’re moving into or living in a property that has an existing connection to the SIP’s network, you probably need to call your retailer.
This is even when you think it’s the fault of a SIP.
If you’re building a property, knocking one down and rebuilding it, or substantially altering one, you could face a delay in installing infrastructure to connect to the National Broadband Network.
In these cases, you need to speak with your SIP.
10-20 minutes
OUR CONSIDERATIONS
We can either handle complaints via retailers or directly with SIPs. This depends on the circumstances of your complaint.
In some circumstances, a SIP may be responsible for the issues. For example, Opticomm may have delayed the broadband service you ordered from TPG Telecom.
In cases like these, we send your complaint to your retailer, in this example that would be TPG Telecom, and also ask Opticomm for information about the connection delay. We may also decide to join Opticomm to the complaint.
When there is no retailer involved because your property is still not connected to a SIP’s network, we can send your complaint directly to your SIP.
In circumstances where consumers claim a SIP has caused damage to their property, we send your complaint directly to the SIP.
OUR EXPECTATIONS
Supply network connection
Connect properties in their service areas to their networks.
Supply wholesale services
Supply wholesale services to retailers when a consumer asks them to
Enable peak speeds
Enable the retailer to supply broadband services with peak download and upload speeds of at least 25/5 Mbps
Enable voice services
Enable retailers to supply voice services on fixed-line or fixed-wireless networks.
Make terms and conditions available
Publish the terms and conditions on which they offer to connect properties and supply services to retailers.
10-20 minutes
