The Australian Competition and Consumer Commission (ACCC) has published its first quarterly dataset on the National Broadband Network (NBN) service quality and network performance, as required by a new Record Keeping Rule (RKR). This dataset aims to provide insights into various aspects of NBN services, including connection times, fault rectification, appointment keeping, and the frequency of planned and emergency outages.

ACCC Commissioner Anna Brakey emphasized the importance of this data in keeping the public informed about the service quality they can expect from the NBN. The ACCC intends to highlight both areas of good service and those needing improvement, thereby incentivizing NBN Co and retail service providers to enhance service quality and expand their offerings.

The dataset for the quarter ending September 2024 reveals that most service orders were completed and faults rectified within one business day, thanks to increased automation by NBN Co. While a high percentage of services were connected within the allowed timeframes, this percentage decreased for connections related to standard telephone services, which have faster requirements.

Most outages reported were due to planned maintenance rather than emergencies, with a notable number of outages occurring on the HFC network. Additionally, a small number of households are connected to copper lines that require significant improvements to meet minimum standards, with NBN Co allowing up to 18 months for these fixes.

NBN Co is currently consulting the public on proposed improvements to its service standards, and the ACCC believes that the published dataset will facilitate better stakeholder engagement in this process. The next dataset is expected to cover the quarter ending December 2024 and will be released later this month.

The RKR, which commenced on July 1, 2024, mandates NBN Co to collect and report data on service quality and network performance to the ACCC. This requirement stems from previous inquiries into NBN Co's service standards and aims to improve regulatory oversight and public transparency regarding NBN Co's performance.