Based on my experiences, I have concerns with the regulation and oversight framework that supports the NBN. I won't bore you with the details of my specific NBN issues (sequencing of an install was messed up by contractors, leaving me without Internet for months). While my specific issues were addressed, I believe there is a lack of oversight and avenues of complaint regarding the NBN. I attempted to lodge a complaint detailing the issues I was facing to the Telecommunications Ombudsman, but was informed that they do not have any oversight of NBNCo, as NBNCo "is not a consumer facing organisation", and that I could only lodge a complaint against the ISP through which I'd ordered NBN. This does not make sense, as the ISP in question had done nothing wrong. The ISP had been nothing but helpful in attempting to escalate my issues, however a stage was reached where the only option left to me was to call the ISP weekly, who would lodge a query with NBNCo, which would (typically) go unanswered. After several months with no avenue of being able to address my issue, I resorted in frustration to telling the details to a journalist friend, who wrote an article about my experiences. The next day, I finally received a call from NBNCo, who scheduled a technician to come out, and a two minute job later, the issue that I had been waiting 4 months for was fixed. While technically NBNCo may not be "consumer facing", they definitely have interactions with consumers (particularly during the rollout period), and can be responsible for issues that consumers need addressed, without the unneccessary and useless middleman of an ISP. The Telecommunications Ombudsman should have its scope increased to be able to receive complaints about NBNCo.