Advertised home broadband speeds must be accurate.
We have guidance for providers about how to advertise broadband speeds.
We run the Measuring Broadband Australia program. This program collects data on broadband speeds and produces regular reports.
- The program relies on volunteers around the country who host a testing device on their broadband connection. You can sign up to participate in the program.
What the ACCC does
- We publish guidance for internet service providers about how to advertise broadband speeds.
- With the help of volunteers across Australia, we track broadband speeds.
- We may take enforcement action against providers who mislead people about broadband speed.
What the ACCC can't do
- We don’t resolve individual disputes about broadband speed.
- We don’t give legal advice.
Home broadband speeds advertised by internet service providers must be accurate and must not create a false impression.
In the past, some providers misled people by using maximum speeds that people can't access in real life.
The ACCC has developed guidance for providers about how to advertise broadband speeds. This guidance is to give a more realistic sense of what speeds to expect.
While providers do not have to follow our guidance, they must follow the law and not make false or misleading claims.
Busy period speeds
According to our guidance, providers should advertise the typical speed of each NBN broadband plan during the busy evening period of 7 pm to 11 pm.
The ACCC’s guidance has 4 labels that providers can use for broadband plans. Each label represents a different level of internet use and comes with a download speed that people should expect during busy periods.
|Plan label||Speed between 7 pm and 11 pm||Typical use|
|Basic Evening Speed||Less than 15 Mbps||Web browsing, email|
|Standard Evening Speed||At least 15 Mbps||HD video streaming plus web browsing|
|Standard Plus Evening Speed||At least 30 Mbps||4K video streaming plus music streaming|
|Premium Evening Speed||At least 60 Mbps||4K video streaming plus online gaming|
Technical issues that affect speed
According to our guidance, providers should warn people about any technical issues that limit the maximum speed of a plan. This should happen either when people sign up or as soon as the provider knows about the issues.
Some broadband services have technical limitations that mean customers won't be able to experience the maximum possible speed. These limitations are common in copper wiring or fixed wireless connections.
Providers should tell people about any limitations to their maximum speed at the time they sign up for a broadband plan.
If the provider only finds out about the limitations after someone has signed up, they should tell them immediately and offer an appropriate solution.
As well as our voluntary guidance, there is an industry standard that providers offering NBN plans must follow.
The standard sets the information that providers must give people. Providers are responsible for resolving issues with NBN services on behalf of their customers.
This standard is made and enforced by the Australian Communications and Media Authority (ACMA).
ACMA provides information for:
About the program
The ACCC’s Measuring Broadband Australia program tests broadband speed and performance of volunteer households across Australia at different times of the day.
The program provides accurate, independent and comparable information about broadband speeds and performance.
Volunteer to help track broadband speeds
To provide this information, we rely on volunteers around the country who host a testing device on their broadband connection.
Volunteers have access to information about their internet performance through a dashboard and receive regular report cards.
Contact the provider
If you believe you’ve been misled about the speed of a broadband plan, your first step is to contact the provider to explain the problem.
If the provider doesn’t resolve the problem, there are more steps you can take.
Contact the Ombudsman
You can contact the Telecommunications Industry Ombudsman. They provide a dispute resolution service if you haven’t been able to resolve your issue with a phone or internet service provider.