NBN missing big
New stats show NBN Co technicians missed 350 appointments a day in 2019.
NBN Co’s field technicians did not show up to 127,746 appointments in the last financial year, under a revised definition of what constitutes a missed appointment.
NBN CO has two categories for missed appointments – those that are fulfilled the same day but outside the scheduled window, and those that are missed outright and rescheduled for another day.
Splitting the stats into two categories last year allowed NBN Co to reduce the apparent number of missed appointments by about one third.
Even with the revised definition, the number of missed appointments increased in the last few months of the financial year, up from 320 appointments a day missed outright to 350 a day.
NBN Co says some were not its fault.
“The number also includes some cases where the end user was not in attendance or where bad weather restricted the ability to complete the job,” it said.
The Australian Communications Consumer Action Network (ACCAN) wants NBN Co to pay compensation of at least $100 per missed appointment.