NBN connection delayed: complain to telco then TIO

The short version

Contact the retail telco that sells your NBN plan about service problems, speed issues, or NBN equipment. Do not start with nbn co for a retail complaint (ACMA).

ACMA complaint rules: telcos should try to fix on first contact. Non-urgent complaints: up to 10 working days to suggest a fix, then up to 5 days to do it once you agree. Urgent complaints (financial hardship risk, priority assistance, wrongful disconnect): 2 business days.

If the telco cannot meet those clocks, it must tell you the cause, the new timeframe, and your options. You can go to the TIO if the fix will take longer than 10 days.

Under ACMA's NBN migration rules, telcos must keep you connected where possible. If the new service is not working within 3 days after migration testing fails, the telco must supply a replacement service or some compensation. Longer outages trigger fix plans at 20 and 40 days.

If the telco and nbn co bounce you between them, or you are unhappy with the response, lodge a free complaint with the Telecommunications Industry Ombudsman (TIO).

What to do now

Official consumer pages: ACMA, Problems with the NBN and ACMA, How to complain to your telco. Free dispute body: Telecommunications Industry Ombudsman (make a complaint). Soft cite for telco continuity duties: ACMA, NBN service rules for telcos.

Complain to your retail telco in writing today. Say clearly that you are complaining. Give your account number, address, promised connection date, what failed (no connection, missed tech, dead line after install), and what you want (firm date, interim service, fee waiver, or compensation). Ask for a complaint reference number.
Ask for the ACMA clocks in writing. Non-urgent: up to 10 working days to propose a fix, then up to 5 days to implement once you agree. Urgent (financial hardship risk, priority assistance, or improper disconnect): 2 business days. Once you agree a solution, they generally have 10 working days to complete it unless you agree otherwise.
If migration left you offline, ask whether the old service can stay on, and whether they will provide a replacement/interim service or compensation if the NBN is not working within 3 days after post-migration tests fail (ACMA NBN continuity rules for telcos).
Keep evidence. Order confirmation, promised dates, appointment texts, outage notes, speed test screenshots, and every chat or email.
Escalate to the TIO if you disagree with the response, cannot reach the telco, the fix will take longer than 10 days, or telco and nbn co each blame the other. Soft cite: TIO connection guidance. TIO: make a complaint or call 1800 062 058 (Mon–Fri 8am–8pm AEST). Skipping the telco first usually adds five days.

This is legal information about telco complaint paths in Australia, not personal legal advice.

Who you complain to

ACMA: service problems, speed issues, and NBN equipment problems go to the retail telco that sells your plan. Your telco may need to work with nbn co and book an nbn technician. Cabling inside your premises is usually your job with a registered cabler (ACMA).

Complaint handling clocks (ACMA consumer page)

First contact: the telco should try to solve it then.
Non-urgent: up to 10 working days to suggest a fix; then up to 5 days to do the agreed fix.
Urgent: 2 business days (financial hardship risk tied to the complaint, priority assistance, or improper disconnect).
After you agree a resolution: complete within 10 working days unless you agree a different timeline or they are waiting on you.
If they will miss a clock: they must tell you the cause, the new timeframe, and your options. You can contact the TIO if the fix will take longer than 10 days.

NBN continuity and migration duties (telco-facing ACMA rules, soft cite)

Under the NBN Continuity of Service Standard and NBN Service Migration Determination (explained on ACMA's telco page):

Do not turn off the old service unless needed to get the NBN working.
Tell customers switching providers not to cancel the old service until the new NBN works.
If the NBN is not working within 3 days, provide a replacement service or some form of compensation.
If still not working in 20 days, give a personalised plan. If that plan fails for another 20 days, audit why and set next steps.
After setup, confirm the service works. On copper-based NBN, check speeds; if advertised speeds cannot be delivered, offer change/leave options and do not charge for 10 working days.

When to use the TIO

The TIO is free and independent. It helps with delayed connections, missed technician appointments, services that do not work, and related billing or hardship issues. Soft cite: TIO help with phone and internet problems and connection guidance.

Use the TIO when the telco response is unfair, slow, unreachable, or when telco and nbn co bounce responsibility (ACMA).

Common questions

Should I complain to nbn co or my telco?

Start with the retail telco that sells your NBN plan. ACMA says service, speed, and NBN equipment issues go to that telco. The telco may then work with nbn co. If each side tells you to talk to the other, use the TIO.

What if my telco says the delay is all nbn co's fault?

Still keep the complaint with your telco and ask for written updates, interim service, and compensation options under ACMA continuity rules. If you are stuck between the two, lodge with the TIO so someone owns the case.

The short version

Contact the retail telco that sells your NBN plan about service problems, speed issues, or NBN equipment. Do not start with nbn co for a retail complaint (ACMA).

If the telco cannot meet those clocks, it must tell you the cause, the new timeframe, and your options. You can go to the TIO if the fix will take longer than 10 days.

If the telco and nbn co bounce you between them, or you are unhappy with the response, lodge a free complaint with the Telecommunications Industry Ombudsman (TIO).

What to do now

Complain to your retail telco in writing today. Say clearly that you are complaining. Give your account number, address, promised connection date, what failed (no connection, missed tech, dead line after install), and what you want (firm date, interim service, fee waiver, or compensation). Ask for a complaint reference number.

Ask for the ACMA clocks in writing. Non-urgent: up to 10 working days to propose a fix, then up to 5 days to implement once you agree. Urgent (financial hardship risk, priority assistance, or improper disconnect): 2 business days. Once you agree a solution, they generally have 10 working days to complete it unless you agree otherwise.

If migration left you offline, ask whether the old service can stay on, and whether they will provide a replacement/interim service or compensation if the NBN is not working within 3 days after post-migration tests fail (ACMA NBN continuity rules for telcos).

Keep evidence. Order confirmation, promised dates, appointment texts, outage notes, speed test screenshots, and every chat or email.

Escalate to the TIO if you disagree with the response, cannot reach the telco, the fix will take longer than 10 days, or telco and nbn co each blame the other. Soft cite: TIO connection guidance. TIO: make a complaint or call 1800 062 058 (Mon–Fri 8am–8pm AEST). Skipping the telco first usually adds five days.

This is legal information about telco complaint paths in Australia, not personal legal advice.

Complaint handling clocks (ACMA consumer page)

First contact: the telco should try to solve it then.

Non-urgent: up to 10 working days to suggest a fix; then up to 5 days to do the agreed fix.

Urgent: 2 business days (financial hardship risk tied to the complaint, priority assistance, or improper disconnect).

After you agree a resolution: complete within 10 working days unless you agree a different timeline or they are waiting on you.

If they will miss a clock: they must tell you the cause, the new timeframe, and your options. You can contact the TIO if the fix will take longer than 10 days.

NBN continuity and migration duties (telco-facing ACMA rules, soft cite)

Under the NBN Continuity of Service Standard and NBN Service Migration Determination (explained on ACMA's telco page):

Do not turn off the old service unless needed to get the NBN working.

Tell customers switching providers not to cancel the old service until the new NBN works.

If the NBN is not working within 3 days, provide a replacement service or some form of compensation.

If still not working in 20 days, give a personalised plan. If that plan fails for another 20 days, audit why and set next steps.

After setup, confirm the service works. On copper-based NBN, check speeds; if advertised speeds cannot be delivered, offer change/leave options and do not charge for 10 working days.

When to use the TIO

Use the TIO when the telco response is unfair, slow, unreachable, or when telco and nbn co bounce responsibility (ACMA).

Common questions

Should I complain to nbn co or my telco?

What if my telco says the delay is all nbn co's fault?

NBN connection delays

The short version

Ask Zoe about your situation

What to do now

Who you complain to

Complaint handling clocks (ACMA consumer page)

NBN continuity and migration duties (telco-facing ACMA rules, soft cite)

When to use the TIO

Common questions

Primary sources

Other sources

Ask Zoe about your situation

Related guides

NBN connection delays

The short version

Ask Zoe about your situation

What to do now

Who you complain to

Complaint handling clocks (ACMA consumer page)

NBN continuity and migration duties (telco-facing ACMA rules, soft cite)

When to use the TIO

Common questions

Primary sources

Other sources

Ask Zoe about your situation

Related guides