National Broadband Network complaints are on the rise, with consumers often unsure about who's responsible for fixing their problem.
The Telecommunications Industry Ombudsman has reported for the first time on NBN-related complaints in its annual report, released on Thursday.
Consumers made 3,982 new NBN-related complaints last financial year.
Most were about new connection delays, with over 1,900 consumers affected.
"Complaints increased every quarter over the financial year. This is predictable given an increased rollout," Ombudsman Simon Cohen said.
News that makes sense
Your trusted source for staying up-to-date with the world around you. Get free daily news updates and analysis, straight to your inbox.
A common theme in the complaints has been communication breakdown, with consumers often reporting they don't know who to turn to solve their problem, Mr Cohen added.
"Resolving these complaints often takes time and it can prove very difficult to put connections back on track when something goes wrong," he said.
As a result, the TIO has established a specialised NBN team and is trialling new procedures to increase co-operation between service providers and NBN Co.
