NBN slower than you pay?

Once you have confirmed your NBN plan is underdelivering, here is exactly what to do next under the TCP Code and ACCC guidance.

See the RSP complaint steps

You've Confirmed It — What This Page Does (And Doesn't) Do

Before You Complain: Document the Evidence

A complaint is only as strong as its evidence. Your RSP will ask for measured speeds, so gather a dated record before you call. Capture your download and upload speeds during the ACCC-defined busy hours (7pm–11pm), because that is the window RSPs are benchmarked on under Measuring Broadband Australia. Record several readings across different evenings, note your plan's advertised speed tier, and keep your billing details to hand. Wired (Ethernet) tests remove home Wi-Fi as a variable and give the cleanest comparison against your contracted plan.

  1. 1

    Test on a wired connection

    Plug a device into the modem by Ethernet to remove Wi-Fi from the result.

  2. 2

    Test in the 7pm–11pm window

    This is the ACCC busy-hour period RSPs are measured against.

  3. 3

    Record several dated readings

    Multiple evenings show a pattern, not a one-off dip.

  4. 4

    Note your advertised tier

    e.g. NBN 50 or NBN 100 — the speed your plan promises.

Lodge a Formal Complaint With Your RSP

Your retail service provider is your first and mandatory port of call. Under the Telecommunications Consumer Protections (TCP) Code, your RSP must acknowledge your complaint, work to resolve it, and keep you informed of progress. Contact them formally — by phone or in writing — and use the word 'complaint' so it is logged as one rather than a general enquiry. Present your dated speed evidence against your advertised tier and ask specifically what remediation they offer: a line fault investigation, a tier downgrade with a refund, or release from your contract if they cannot deliver the speed you pay for.

  1. 1

    State it is a complaint

    Ask for a complaint reference number so it is formally logged under the TCP Code.

  2. 2

    Present your evidence

    Share your dated busy-hour speeds against your advertised tier.

  3. 3

    Ask for a remediation timeframe

    Request when they will investigate and respond.

  4. 4

    Keep every record

    Save reference numbers, dates, and names of who you spoke to.

Escalate to the TIO If Your RSP Doesn't Resolve It

If your RSP does not resolve the complaint after their internal process, or you are unhappy with their response, you can escalate to the Telecommunications Industry Ombudsman (TIO). The TIO is a free, independent dispute-resolution service for Australian phone and internet consumers, and it expects you to have first given your provider a genuine chance to fix the issue. When you contact the TIO, supply your RSP complaint reference, your dated speed evidence, and a plain description of the underperformance. The TIO can then require your provider to respond and, where warranted, remediate. This page does not lodge that complaint for you — you contact the TIO directly.

Your Rights on a Plan That Doesn't Deliver

When a connection consistently falls short of its advertised speed, the ACCC's Measuring Broadband Australia program is the benchmark RSPs are held to for busy-hour performance. If a technology limit on your line (for example, an FTTN copper run that cannot reach your tier) means your plan can never deliver, an RSP should not keep charging you for a speed the line cannot carry — a downgrade with a matching refund, or release from the contract, are reasonable remedies to request. Some slowdowns, however, are fixable at home rather than a plan failure, and are not grounds for a complaint. Confirm the cause before you escalate.

Frequently Asked Questions

What can I do if my NBN is slower than my paid plan in Australia?
Document your busy-hour speeds against your advertised tier, then lodge a formal complaint with your RSP under the TCP Code. If they don't resolve it, escalate free to the Telecommunications Industry Ombudsman (TIO). Remedies can include a line fix, a tier downgrade with refund, or contract release.
How to complain to my RSP about slow NBN?
Contact your RSP by phone or in writing, use the word 'complaint' so it is logged under the TCP Code, and request a reference number. Present dated busy-hour speed readings against your advertised tier and ask what remediation they offer and by when.
Can I get a refund if my NBN plan is underperforming?
Possibly. If your line's technology cannot deliver your advertised tier, an RSP should not keep charging full price for unmet speed. A tier downgrade with a matching refund, or release from your contract, are reasonable remedies to request, though outcomes depend on your provider and situation.
When can I escalate a slow NBN complaint to the TIO?
Escalate to the Telecommunications Industry Ombudsman after you have given your RSP a genuine chance to resolve the complaint through their internal process. The TIO is a free, independent service and will ask for your RSP complaint reference and your dated speed evidence.
Does an underperforming NBN plan always mean a provider fault?
No. Some slowdowns are fixable at home — Wi-Fi interference, an ageing modem, or a wired-vs-wireless gap. Confirm the cause first: if the line consistently falls short during busy hours against ACCC benchmarks, that points to a plan or line issue worth complaining about.
What speed should I get on NBN during the evening?
Expect your typical evening (7pm–11pm) speed to sit close to your advertised tier, as tracked by the ACCC's Measuring Broadband Australia. Persistent large shortfalls during that window against your tier are the evidence an RSP complaint is built on.