The ACCC has announced that over 5000 customers with Commander, iPrimus and Dodo Internet will receive refunds after their NBN connections were unable to receive the advertised speeds.
According to the release, 3384 customers with Dodo, 1912 customers with iPrimus and 565 customers with Commander internet connections will receive “options for remediation”, including the ability to exit their plan with a refund or a transfer and refund to a lower speed plan.
The vast majority of the customers affected – precisely 70% of Dodo and iPrimus users, and 83% of Commander users – were on Fibre to the Node technology:
The majority of the customers affected were using FTTN technology:
2,436 (70%) Dodo customers on a 100/40 Mbps plan could not receive 100/40 Mbps. Of those 2,436 customers, 1,037 could not receive even the next lowest tier of 50/20 Mbps.
904 (70%) iPrimus customers on a 100/40 Mbps plan could not receive 100/40 Mbps. Of those 904 customers, 396 could not receive even the next lowest tier of 50/20 Mbps.
283 (83%) Commander customers on a 100/40 Mbps plan could not receive 100/40 Mbps. Of those 283 customers, 104 could not receive even the next lowest tier of 50/20 Mbps.
“Dodo, iPrimus and Commander have admitted that by offering speed plans that could not be delivered, they likely breached consumer law by engaging in misleading or deceptive conduct and making false or misleading representations,” Sarah Court, commissioner at the competition regulator, said.
Customers with the three ISPs will be contacted via email or postal mail by April 27.
The undertaking from the three ISPs to offer remedies to users comes after Optus, iiNet, Internode, Telstra and TPG contacted users with a similar offer. Affected Optus, iiNet and Internode NBN users should be contacted over the next month with their available options, if they haven’t received word already.
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