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More Wins Canstar Blue's 2024 Innovation Excellence Award
05 April 2024
read moreAs technology continues to redefine the way we live and work, the landscape of Australia’s broadband network also continues to evolve.
With this in mind, we think it’s important we explain what’s changing and why.
On 17 October 2023, the Australian Competition and Consumer Commission (ACCC) accepted NBN Co’s proposed variation to its Special Access Undertaking (SAU).
The SAU is an agreement that governs key parts of the nbn® including regulatory matters, price and non-price terms on which NBN Co supplies services to retail internet service providers like us.
The SAU sets the rules for how broadband providers (yes, us again) will access the nbn® over the coming decades. The recent variation accepted on 17 October 2023 will apply until 2040.
As internet usage and market conditions changed, NBN Co and the ACCC went through a two-year consultation process which has resulted in wholesale price changes across a number of nbn® plans.
The good news is that for new customer sign-ups to our faster residential plans, the monthly Recommended Retail Price (RRP) will be reduced starting Wednesday 1 November 2023.
For residential customers, this includes a monthly RRP reduction of $5 on our Fast (100/20) plan, $10 on our Fast Plus (100/40) plan, $4 on our Superfast (250/25) plan and $9 on our Ultrafast (1000/50) plan. For existing customers on these plans, price changes will take effect from the start of your first full billing period from 1 December 2023.
For business customers, the prices of most of our Business plans will either decrease or remain unchanged.
In accordance with NBN Co's proposed changes to the SAU, making higher-speed plans more affordable will empower greater numbers of Australians to enjoy faster, more robust internet connections.
However, we recognise that not all our customers will benefit from these changes.
For new residential customer sign-ups to our Value (25/10) plan there will be an increase of $5 per month, and for sign-ups to our Value Plus (50/20) and Fixed Wireless plans there will be an increase of $11 per month, starting Wednesday 1 November 2023. The price of our Business Value, Value Plus and Fixed Wireless plans will also increase on the same day.
For existing customers on these plans, price changes take effect from the start of your first full billing period from 1 December 2023.
For existing customers who are already benefiting from a promotional discount (including under any exclusive CommBank customer offers), their existing discount will be unaffected by these changes and will continue to be applied to the updated RRP of your plan for the remainder of the promotional period.
We appreciate that some of these changes may cause concern, especially in uncertain financial times.
If, for any reason, your current plan no longer suits your needs, we've got you covered.
You can explore other plans tailored to your preferences via our easy-to-use Self-Care Portal.
If you’re having trouble paying your bill or maintaining your service under your new plan, we encourage you to contact our customer service team so we can work with you to find a solution under our Financial Hardship Policy.
Please know that we are here to help, and our dedicated customer service team is ready to assist you in exploring solutions to keep you connected.
