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Optus’s enforceable undertaking to the ACCC on NBN speeds

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

The ACCC is responsible for enforcing this undertaking.

Optus has until 2 March 2018 to notify affected customers.

Residential customers who are unsure if the undertaking applies to them can contact Optus on 1800 780 219. 

Customers who think they may be affected but who do not receive notification on or before 2 March 2018 should contact Optus on 1800 780 219.

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.



*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 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 The Australian Competition and Consumer Commission (ACCC). Media enquiries to 1300 138 917, hours 0408 995 408.

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

*Communications Alliance is the peak body for Australian communications industry.  Media enquiries to Sefiani Communications, ( 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.