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.

Audit criteria

The ANAO proposes to examine nbn’s role in the National Broadband Network (NBN) connection process, specifically:

  1. Has nbn implemented effective strategies to inform and educate telecommunication end-users about the connection process?
  2. 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?
  3. Does nbn effectively manage end user connection-related complaints and drive improvement?