The two largest telcos in Australia, Telstra and Optus, have blamed the complicated and underperforming NBN service as being responsible for the unprecedented increase in complaints that the two service providers received in the last financial quarter.
According to this report, which gives a figure that represents the amount of complaints per 10,000 services, Telstra’s complaints were up to 10.0, from 9.3 and 6.8 over the previous two quarters respectively.
Optus shared a similar fate with a figure of 10.1, up from 9.3 and 6.7 over the same period. The nearest provider in terms of scale, Vodafone, is sitting pretty at a score of 4.5 – although they don’t offer NBN plans.
A spokesperson for Telstra told that a large number of these complaints came from customers shifting to NBN services, and that the number of such customers “will increase again as the NBN migration ramps up over the next two years”.
Optus told the same publication a very similar story, with both of the major ISPs suggesting an increase in support for NBN-related issues is needed, while simultaneously making it clear that the service itself is at fault.
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