[AusNOG] nbn compensation to customer

[John G]

I read in the media recently that there is a one off compensation fee of
$25 per missed visit? It was a month or more ago so Im rather hazy on the
details. I could be wrong.

When I was reading it I was wondering how an end customer would respond to
an offer of $25 for same, you are probably better off not mentioning the
amount if its small; the resulting TIO dispute could cost you ten times as
much plus the OPEX/opportunity cost in managing the dispute itself.

Great money spinner for the government. The more missed visits the more
money piles in!

On Thu, 27 Dec 2018 at 15:06, PF <pfoote at gmail.com> wrote:

> Nothing recent, but I lodged a TIO complaint for my missed NBN
> appointments in early 2015, here's an excerpt from the final email:
>
> Situation: The complaint you have lodged with the TIO was that there were
>> issues with getting the installation completed with NBNco.
>>
>> Discussion: We discussed over the phone in regards to this matter and
>> investigated the matter in full.
>>
>> Resolution: After investigation in regards to this matter, we came to the
>> following resolution with you:
>>
>> a) We have investigated this INCIDENT and determined that NBN failed to
>> meet 3 appointments.
>> b) We escalated the issue with NBNco’s Operations Manager.
>> c) NBNco’s Operations Manager offered to have the 4th appointment
>> micro-managed.
>> d) With this being done, NBNco attended and completed the installation.
>> e) You are now connected on the NBN network.
>
>
>
>
> On Wed, Dec 26, 2018 at 7:58 PM Alex Moorhouse <alex at 10mates.com.au>
> wrote:
>
>> Hi guys, anyone have experience in this?
>>
>> If so could you describe your customers case and outcome?
>>
>> Who is your wholesaler and or account manager? or do you have a direct
>> relationship with nbn?
>>
>> I have a customer seeking compensation for an nbn tech missing an
>> appointment and thus the customer didn't go to work that day. Yes I know
>> previously there was no way nbn would pay out for this though I believe
>> things may have changed.
>>
>> Cheers
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>>
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