Australia's broadband ranks 81st globally amid complaints

According to recent data, Australia is experiencing significant challenges with its broadband internet services and ranks poorly in global comparisons.

New figures from Speed Test Global indicate that Australia has fallen to 81st place worldwide for fixed broadband performance. This position is below several developing nations, including Nicaragua, Uzbekistan, and El Salvador.

Complaints about slow internet speeds and connectivity dropouts have surged, as the Telecommunications Industry Ombudsman reported. The body has recorded a 13% rise in complaints during the last quarter of 2024.

Philip Luo, Chief Executive Officer of Occom, an Australian internet service provider, has emphasised that better service is possible for many consumers if they switch providers. "Australians deserve and should expect better when it comes to their internet."

Luo criticised the current acceptance of slow connections and inadequate customer service: "For too long, Australian consumers have been accepting slow connections, poor customer service, and delayed response times, and in many cases, this is compounded by them not actively switching from their current providers and looking for a better option. Many Australians can solve their internet issues by switching to a better service provider."

Reflecting on his own experience, Luo noted, "I remember when I first came to Australia 12 years ago and I had to wait 3 weeks for an ADSL connection. I was shocked how long things take here, and I couldn't believe people accepted that as being a normal service."

Luo believes consumer behaviour is beginning to change, observing, "We're definitely starting to see more consumers waking up to the fact that they deserve and can get better service with providers outside the big players in the market."

Highlighting his company's commitment to superior service, Luo remarked, "My goal of setting up Occom was to provide all Australian customers with faster setup, faster internet speed, and faster response times." Occom has reported that 80% of customer calls are answered within 19 seconds, indicating their customer service focus.

Occom has doubled its customer base since 2022, benefiting from increasing Australians seeking alternative services due to speed and service quality frustrations with major providers.

The percentage of high-speed plans, specifically those offering 100 Mbps or above, has increased by 54% in the past 18 months, illustrating a rise in demand for faster internet services.

Occom expands its service through partnerships with small footprint fibre carriers, ensuring broad geographic coverage while maintaining strong connection standards through smart routing. "We meticulously select and adopt multiple suppliers and focus on adjusting our network over time based on the best customer experience as opposed to the lowest cost," Luo said.

Australia's NBN data highlights significant trends in internet usage. The average household downloads ten times more data than a decade ago, and those numbers are expected to double by 2029.

The number of internet-connected devices in households globally currently averages 25, a figure predicted to rise to 44 by the decade's end.

Luo recognises the need for improvements in NBN infrastructure: "When it comes to improving NBN infrastructure, that will take time, but Australian consumers do have the ability to act now and choose providers with a better focus on reliability and speed."