First report

The rollout of the National Broadband Network

29 September 2017

© Commonwealth of Australia 2017
ISBN 978-1-76010-655-3

View the report as a single document - (PDF 2997KB)

View the report as separate downloadable parts:

Membership of the Committee (PDF 22KB)
Acronyms and Abbreviations (PDF 11KB)
List of recommendations (PDF 108KB)
Chapter 1 - Introduction (PDF 79KB)

Establishment of the Committee
Conduct of the inquiry
Note on terminology
References to Hansard
Structure of the report
Context of the inquiry
Broad overview of the NBN rollout
Statement of Expectations

Chapter 2 - NBN Rollout Progress (PDF 490KB)

Stated goals of the rollout
Status of the rollout
User demand, usage patterns and trends
International comparisons with the NBN rollout
Committee view

Chapter 3 - Overview of the NBN Customer Experience (PDF 490KB)

Process of getting NBN services connected and established
Issues with NBN service speeds and performance faults
Complaints processes and resolution
Committee view

Chapter 4 - Sky Muster (PDF 179KB)

Customer experiences on Sky Muster
Opportunities for improving the Sky Muster service
Committee view

Chapter 5 - Improving the NBN Customer Experience (PDF 159KB)

Introduction of broadband service or performance guarantees
Role of the TIO in resolving customer complaints
Misleading information provided to customers and consumer education

Chapter 6 - Data collection about customer satisfaction and network performance (PDF 201KB)

Customer satisfaction data captured by nbn
Complaints data collected by the TIO
Research on the customer experience by the ACMA
Committee view

Chapter 7 - Industry, market and regulatory characteristics of the NBN rollout (PDF 97KB)

Industry characteristics
Market and regulatory characteristics

Chapter 8 - Opportunities for the NBN to provide economic and social benefits (PDF 135KB)

Opportunities for economic growth and innovation
Expanding and developing the delivery of telehealth services
Improving digital inclusion
Participation in education and training
Committee view

Chair's dissenting report (PDF 176KB)

Performance measurement
Rollout progress
Meeting financial forecasts
Activations and service take-up
Upgrade paths
Sky Muster satellite services
Global comparisons
Serviceability of premises
Consumer experience

Appendix 1 - Submissions received (PDF 153KB)
Appendix 2 - Tabled documents (PDF 94KB)
Appendix 3 - Public hearings and witnesses (PDF 87KB)

Committee Secretariat contact:

PO Box 6100
Parliament House
Canberra ACT 2600

Phone: 02 6277 3585
Fax: 02 6277 5809