National Broadband Network fixed line migration: service continuity and complaints management
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The objective of this audit is to assess the effectiveness of NBN Co. Ltd.’s (nbn) service continuity operations and complaints management relating to the connection of telecommunications services to the National Broadband Network.
The ANAO proposes to examine nbn’s role in the National Broadband Network (NBN) connection process, specifically:
- Has nbn implemented effective strategies to inform and educate telecommunication end-users about the connection process?
- Does nbn have effective processes to manage the risks to service continuity between an end user lodging a request to migrate to the NBN, and the end user having a fully operational telecommunication service?
- Does nbn effectively manage end user connection-related complaints and drive improvement?
Contribute to this audit
The ANAO welcomes members of the public contributing information for consideration when conducting performance audits. Performance audits involve the independent and objective assessment of the administration of an entity or body’s programs, policies, projects or activities. They also examine how well administrative support systems operate.
The ANAO does not have a role in commenting on the merits of government policy but focuses on assessing the efficient and effective implementation of government programs, including the achievement of their intended benefits.
The audit you have selected is currently collecting audit evidence and is seeking input from members of the public. We particularly value information that deals with significant matters or insights into the administration of the subject of this audit. Information can be submitted either by uploading a file, or by entering your information into the comments box below.
While your contribution will be considered, and handled with care, you will not automatically receive feedback about your contribution. However, if you provide your contact details, you may be contacted regarding your contribution.
Please note that contributions are intermittently monitored. We aim to consider all contributions within 14 days of receipt.
We anticipate accepting contributions to this audit until Sunday 30 June 2019.
Work program portfolio
This in-progress performance audit is featured in 1 annual audit work program portfolio: