National broadband network complaints rise in line with its rollout

National broadband network complaints are on the rise, with consumers often unsure who is responsible for fixing their problem.

The telecommunications industry ombudsman (TIO) has reported for the first time on NBN-related complaints in its annual report, released on Thursday.

Consumers made 3,982 NBN-related complaints last financial year. More than 1,900 were about new connection delays.

“Complaints increased every quarter over the financial year. This is predictable given an increased rollout,” the ombudsman, Simon Cohen, said.

A common theme in the complaints has been communication breakdown, with consumers often reporting that they don’t know who to turn to solve their problem, Cohen added.

“Resolving these complaints often takes time and it can prove very difficult to put connections back on track when something goes wrong,” he said.

As a result, the TIO has established a specialised NBN team and is trialling new procedures to increase cooperation between service providers and NBN Co.