Important News about your NBN speed

Maximum NBN Speeds – Refund Offer for Commander customers

Since 1 October 2015, Commander has promoted and offered NBN internet plans using the NBN’s fibre to the node (FTTN) and fibre to the building (FTTB) technology to business consumers with the choice to select from a range of internet speeds.

Commander promoted NBN internet plans to business consumers by highlighting the maximum speeds available to consumers on each Speed Plan. The maximum speeds promoted by Commander reflected the maximum speeds of the wholesale internet services that it purchased from NBN Co Limited. 

Commander offered the 12/1 Plan for $54.95 per month. Business consumers paid $5 extra per month for the 25/5 Plan, $15 extra per month for the 50/20 Plan and $25 extra per month for the 100/40 Plan.

Commander business consumers’ maximum speeds

Generally, within two weeks of activation of a business consumer’s NBN speed plan, NBN makes available to Commander the maximum speed measurement the consumer can achieve.

Commander has reviewed the information made available by NBN and discovered it could not provide many of its business consumers with internet speeds up to the maximum speed of their speed plan because the consumer’s NBN connection was not capable of delivering it.

Commander accepts that this conduct was likely to have contravened the Australian Consumer Law, because NBN speed plans were promoted as delivering certain speeds where business consumers could not receive those speeds. In response to concerns raised by the ACCC, Commander has provided a court enforceable undertaking to the ACCC that it will not engage in similar conduct in the future.

Remedies available to affected Commander customers

Affected consumers may have the following options available to them:

  • remain on their speed plan with no refund;
  • move to a lower Commander speed plan and receive a refund for the extra charges paid; or
  • exit their plan without cost and receive a refund for the extra charges paid.

 

Former Commander business consumers may also be eligible to receive a refund.

If you are an affected consumer, Commander will contact you by email or post by 27 April 2018. If you would like further information, please contact us on 1300 207 445.