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Telstra’s enforceable undertaking to the ACCC on NBN speeds

09 November 2017

The Australian Competition and Consumer Commission (ACCC) has announced Telstra and Belong have agreed to offer remedies to customers who signed up for National Broadband Network (NBN) speed plans that could not achieve the advertised speeds.

The ACCC is responsible for enforcing this undertaking.

Telstra and Belong have until Wednesday 6 December 2017 to notify affected customers. 

Customers who are unsure if the undertaking applies to them can contact Telstra on the Consumer hotline on 1800 236 459 or the Small Business hotline on 1800 639 070.

Customers who think they may be affected but who do not receive notification on or before Wednesday 6 December 2017 should contact Telstra on 13 22 00 or Belong on 1800 118 214.

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.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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