Improved service on the way

HIGH HOPES: nbn has launched 'nbn local', to improve service provision in regional and remote areas. Photo: CONTRIBUTED

HIGH HOPES: nbn has launched 'nbn local', to improve service provision in regional and remote areas. Photo: CONTRIBUTED

A team dedicated to rural and remote areas will improve connectivity and customer experiences when it comes to the National Broadband Network, the Australian Communications Consumer Action Network (ACCAN) said.

The nation-wide team ‘nbn local’ team is aimed solving local problems, and educating residents and businesses about the status of the network, what they needed to do to connect and what choices they had when switching over.

The team would also spend time on the ground, including in the Central West, and 74 per cent of network engineers would be based in key regional hubs around the country, nbn has said.

ACCAN has welcomed the initiative.

“The community needs better, timely, information about what the switch to nbn means for them – before switching and during the transition to help sort through issues arising,” a spokesperson said.

“We hope nbn local will assist communities with this at times complex process, as well as provide greater clarity about the responsibilities of retail service providers (RSPs) and nbn.

“Rolling out and running the national broadband network is a complex task, with new issues arising as it progresses. While nbn and retailers do address these issues, it can be slow to see changes implemented. This team will hopefully catch issues that arise quicker and implement the changes that are required to ensure other consumers don’t face the same issues.”

The NBN rollout is one of the biggest transformations to Australia’s telecommunications industry to ever occur, nbn said, and represents significant change for consumers and businesses as they make the move to the new network.

nbn local general manager Peter Gurney said the initiative indicated nbn’s ongoing commitment to improving the customer experience with the NBN.

“We understand that local communities have unique telecommunications needs,” Mr Gurney said.

“With the regional rollout in full swing, it is more important than ever we continue to educate local communities on the status of the rollout, what they need to do to connect as well as how to resolve any issues.”

The ACCAN spokesperson agreed the NBN rollout would mean significant change, and hoped nbn local would reduce confusions for rural and remote Australians.

“Switching to the nbn means that the way telecommunications services work will change. It has been a learning process for everyone,” the spokesperson said.

“Having an nbn team on the ground which can ensure that consumers and small businesses get the right messages is very important.

“We hope that this will reduce the confusion among consumers and small businesses and improve everyone’s experience.”​