ACCC enforceable undertaking: nbn® speeds

All new Optus nbn Fibre to the Node (FTTN) and Fibre to the Basement (FTTB) consumer customers will have their maximum speed confirmed once the service is activated. The maximum speed that can be delivered to your premises is affected by several factors. For details on factors affecting connectivity, see How fast are Optus internet speeds?.

Generally, within two weeks of activation of a consumer’s nbn speed plan, NBN Co limited makes available to Optus the measure of the maximum speed the consumer can achieve. If Optus identifies this is below the advertised speed of your chosen speed pack, Optus will send you a letter or an email setting out your options.

Possible options

If we contact you, we will explain the possible options. You could either:

• Remain on your current plan with no refund, or

• Exit your plan without cost and get a refund for the difference in price between the plan you paid for and the plan which would have given you the maximum speed which we now know is available to you. Please note, if you are on a 12/1 plan (the lowest speed plan), you may exit your plan without cost, but you will not get a refund, or

• Move to a lower speed plan and get a refund for the difference between your initial plan and the lower speed plan. Please note, if you are on a 12/1 plan (the lowest speed plan), you do not have this option

Follow the instructions on the letter or email from Optus to take up the option you prefer.

Important things to note

• Your maximum speed is a limit on what speeds you can receive, not a measurement of what you are actually receiving at all times

• Your maximum speed may not change if you choose to exit your contract with Optus and purchase an nbn Internet plan from another provider. If you choose to exit your contract with Optus and purchase an nbn Internet plan from another provider, we recommend you ask your new provider what your maximum speed will be, and what speeds you will receive during busy times

If you would like further information, please contact us on 1300 478 249 (Mon-Fri, 9am - 6pm, AEST).