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NBN Co’s internet assistance package for community a welcome action

The Telecommunications Industry Ombudsman welcomes the assistance package for low income families and small businesses announced by NBN Co today (Friday 17 April 2020). This package, as well as the principles agreed yesterday by the Federal Government and the telecommunications industry, are a welcome support for vulnerable consumers and those in financial hardship during the COVID-19 crisis.

Ombudsman Judi Jones said, “It’s pleasing to see the Government, regulators, phone and internet providers, and NBN Co continuing to work together during this pandemic to support all members of the community, particularly low income families needing to continue education for their children, and businesses who are struggling to pay their bills.

“Ensuring all people and small businesses can be connected and remain connected during this time is more critical than ever. This is a difficult time and we’re all in this together.”



Notes to editors 

The Telecommunications Industry Ombudsman, after consultation with the Board, has amended the Complaint Handling Procedures (clause 3.3) allowing these changes to Referral response times during a disaster. 

The updated Complaint Handling Procedures are located on our website at

Media enquiries 

For all media enquiries please contact Sarah Carnovale on 0437 548 540 or 

About the Telecommunications Industry Ombudsman 

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. 

Consumers and small businesses should contact or 1800 062 058. 


The Telecommunications Industry Sector 

Government and the regulators set policy and regulations for the telecommunications sector. 

The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) Media enquiries to (02) 9334 7719 or and the Australian Competition and Consumer Commission (ACCC): Media enquiries to 1300 138 917 or After hours 0408 995 408. 


Peak Bodies 

Communications Alliance is the peak body for Australian communications industry: Media enquiries to Sefiani Communications or 0431 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. 


Acknowledgement of Country 

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects  
to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.