Service quality and network performance record keeping rule for superfast broadband networks

Standard connections (metric 1)

NBN reported 791,011 connections completed for the quarter, with 683,781 (86%) of these connections not requiring any physical work, including reconnections (logical connections). 98% of these connections were completed within the service level of 1 business day.

There were 107,230 connections that required additional work to connect, including new connections (physical connections). For these connections, the NBN target service level varies by geographic location and access type. 93% were completed within the service level.

Connections for a standard telephone service, known as accelerated connections, have separate NBN target service levels. There were 2,920 connections of this type completed within the quarter, with 77% within the target service level.

Similarly, Priority Assistance connections, those in which a household member has a diagnosed life-threatening medical condition have a separate NBN service level. There were 916 Priority Assistance connections completed within the quarter, with 99% completed within the service level. The target service level for Priority Assistance is 100%.

Figure 1: Logical standard connections completed within the service level (1BD) FY25 Q1

Figure 2: Physical standard connections completed within the service level

Service faults rectified (metric 7)

NBN Co reported 139,580 service faults rectified in the quarter, with 119,786, or 86% not requiring plant work or NBN technician attendance. Of these, 93% were rectified within 1 business day.

The chart below shows the breakdown between service faults requiring plant work or NBN technician attendance, and those that did not, by access type. Fibre to the Node (FTTN) has the highest number of service faults rectified for the quarter.

Figure 3: Number of service faults rectified FY25 Q1

Table 1 shows the number of active services by access type.* This data is from the ACCC’s Wholesale Market Indicators report (September 2024 quarter).

While the FTTN network had the highest number of service faults rectified for the quarter, it is noted that FTTN accounts for the highest percentage (31%) of current services in operation.

Table 1: Count of Services in Operation for each access type as of Sept 2024

Planned outages (metric 13)

NBN Co reported 8242 emergency and planned outages for the September quarter. These outages do not include those due to third parties (e.g. due to power failures outside NBN Co’s control).

Planned outages account for 85% of the total reported outages. These are outages for which NBN Co gives advance notice. Emergency outages are instances where NBN Co needs to quickly respond and may need to undertake unscheduled works.

Figure 4 shows the number and percentage of planned outages by network access type. Outages on the HFC network in the September quarter were the largest percentage of total outages (30%) and NBN Co recorded 2,121 outages on the HFC network.

Figure 5 shows the number of outages impacting more than 500 services by network access type. Of these outages, 52% were on the HFC network.

Outages on the HFC network are disproportionately higher than other access technologies, noting that 23% of the total services in operation are on the HFC network as shown in table 1 above.

Figure 4: Number and percentages of planned outages by access type FY25 Q1

Figure 5: Number and percentage of planned outages that affected greater than 500 services by access type FY25 Q1

Fibre to the Premise (FTTP) upgrade progress (metric 18)

The following charts show the cumulative number of premises where NBN Co has completed work to enable the premises to be upgraded (Ready to Order) and - of those premises - those that have upgraded (Connected) to full fibre.

The charts also show fibre upgrades by access technology i.e. those premises that have upgraded from a copper based service (Fibre to the Node or Fibre to the Curb) and, separately, those premises that have upgraded from a Fixed Wireless service.

The consumer take up of fibre connections is driven by a combination of factors including:

• availability, that is the size of NBN Co’s fibre footprint
• the range of incentives and supports – jointly provided by NBN Co and its retail service providers – to enable and encourage migration of consumers to fibre connections.

As shown in figures 6 and 7, the number of consumers connected to fibre is trailing the number of premises upgraded to enable connection to this access technology.

Figure 6: Cumulative FTTN and FTTC to FTTP Network upgrades to premises FY25 Q1

Figure 7: Cumulative Fixed Wireless to FTTP upgrades FY25 Q1

Services not meeting minimum requirements (metric 17)

There are some services that NBN Co designates as requiring ‘Network Activity’ which refers to remediation actions to be undertaken by NBN Co where services are experiencing an ongoing degraded level of performance. NBN Co’s current target service level allow it up to 18 months to fix these problem lines.