NBN Co has signed a new contract with phone and internet providers that is designed to improve the quality and timeliness of the wholesale services it offers.
The contract, known as the Wholesale Broadband Agreement (WBA), requires NBN Co to meet enhanced service performance commitments for activations and fault restoration that will help further improve the experience of consumers on the nbn™ access network.
These include:
- A new two-hour service level for hand-offs from NBN Co to RSPs.
- NBN Co will proactively implement corrective action where we fail to meet performance objectives.
- A new rebate for providers where NBN Co doesn’t meet target fault restoration timeframes.
NBN Co will also be trialling a new appointments system whereby consumers will be able to reschedule appointments directly with an NBN Co field technician without the need to contact their provider.
NBN Co Chief Customer Officer – Residential, Brad Whitcomb, said:
“We are pleased to see the finalisation of the third iteration of the WBA after more than two years of negotiations and discussions with our customers, the phone and internet providers.
“WBA3 is central to our commitment to improve the consumer experience on the nbn™ access network, alongside industry. The agreement reflects the evolution of our business and also feedback from providers on how we can deliver better experiences on the network.
“The success of NBN Co depends on the success of our customers – the telephone and internet companies. This is particularly the case as the rollout is one of the biggest and most complex infrastructure projects ever undertaken in Australia.”