Two of the largest telecom companies, Telstra and Vodafone have announced their reservations against the proposed National Broadband Network’s rebates system by the Australian Competition and Consumer Commission (ACCC), according to a report by ZDNet.
As per the report all the three companies, including Vocus have made their reservations clear with rebates being a one-off payment of AU$25 with no attention paid to the amount of time taken to fix a service fault or connect a service.
According to Telstra, “Rebates are a once-off payment of AU$25 whether NBN Co misses a service level by one day or one month, yet clearly the customer experience in the latter scenario is much worse,” Telstra argued.
Echoing a similar sense of discontent, Vodafone called for a “vital shift” and “fundamental revision” of the broadband agreement, rather than going for a superficial change by simply putting a rebates system in place.
“NBN uses Retail Service Providers (RSPs) to coordinate its workforce to complete the infrastructure, with RSPs bearing the cost of issue and appointment management when there are problems. RSPs receive no compensation from NBN for performing these tasks, except in the event where an SLA breach occurs,” Vodafone said.
Vocus has come up with its own view, suggesting that NBN should pay a daily, flat-rate rebate across fixed-line and fixed-wireless services. According to Vocus, AU$25 was too less a charge for missed appointments, in order to properly incentivize NBN to repair faults.
Speaking about fixed wireless configuration, Telstra said that NBN should provide information about congested customers rather than congested cells.
Echoing similar sentiment about the attainable speed on each individual line, Vodafone said that same data should be provided to all retailers so that customers don’t feel that some telcos can offer them better speed than others.