From building and connecting infrastructure, to fast connections, nbn is committed to helping Australians have positive broadband service experiences. As nbn is a wholesaler, some parts of your services are managed by us, and others are managed by your phone and internet service provider (the retailer).
Knowing who to contact initially when you are experiencing internet connection problems may help you to get back online faster.
When to contact your phone and internet provider
nbn is responsible for the infrastructure that connects your premises to the nbn® network. Your phone and internet provider is responsible for other aspects of the services, including:
- Concerns about service performance, which may include slow speeds, dropouts, and service loss
- Connection delays
- Getting an nbn connection
- Appointments
- Network outages
- Missing or incorrect address details
- Billing or charges accrued for your nbn service
- Plan inclusions, caps, and other features
- Missing nbn equipment
Please reach out to your provider for assistance with these matters. nbn will not be able to assist with managing any of the above issues.
As a wholesaler we cannot disclose personal information to your provider. They have your connection details already and will work with us to organise anything on your behalf when applicable.
When to contact nbn
nbn’s responsibilities relate to network infrastructure. Specific contact forms are available for:
- Report damage to property or nbn equipment
- Report or make a complaint about an nbn contractor’s conduct
- Report or make a complaint about nbn supplied equipment installation and workmanship
- Make a complaint for issues like our land access processes or our handling of a health and safety concern
Snap Send Solve
Alternatively, Snap Send Solve can be used to report damage to nbn equipment and infrastructure, utilities, local councils, and other authorities. You can submit your report , or download the Snap Send Solve app from either the Apple Store, or Google Play .
National Relay Service (NRS)
If you are Deaf, hard of hearing, or have a speech/communication difficulty, please contact us through the NRS.
Step 1 - Contact us through your preferred NRS call channel, detailed on NRS call numbers and links.
Step 2 - Provide the NRS with our phone number - 1800 687 626
Translating and Interpreting Service (TIS National)
If you need an interpreter, please call the Translating and Interpreting Service (TIS National) on 131 450 and ask for the nbn Contact Centre on 1800 687 626.
What happens next?
When you lodge a complaint or provide feedback, we will issue you with a unique reference number. Please take a note of this reference number, as we will refer to it during your case management process.
Wherever possible, we try to resolve requests and complaints during the first point of contact. In some cases, we may need to investigate further, and you may be contacted by a team member ready to work with you to resolve your matter.
Resolution and outcome
For a request or complaint that we can’t resolve immediately, we will try to:
- Investigate and contact you within 15 business days from lodgement to discuss the resolution. In the event that it is likely to take longer, we will contact you to let you know why and provide you with an updated timeframe.
- Implement any agreed resolution within 10 business days, unless: you have agreed otherwise, or you have not yet completed something you agreed to do.
Updates
We’ll provide you with updates directly, or you can choose to request an update with your unique reference number.
More information
For further information on how we assess and manage complaints, please read the nbn Complaint Handling Process document.
