NBN Co today published its Annual Service Improvement Plan for FY26 (ASIP-26). The plan identifies key initiatives aimed at enhancing nbn^® network performance and customer service experience.

The company reviewed progress made on its ASIP-25 and consulted with Retail Service Providers (RSPs) before developing its ASIP-26. The comprehensive plan identifies and outlines the company’s material capital and operational expenditure for the next 12 months to 30 June 2026.

The major strategic programs and initiatives outlined in nbn’s ASIP-26 are as follows:

• FTTN/FTTC to FTTP Program: By the end of calendar year 2025, NBN Co aims to expand eligibility and availability for around 3.5 million premises served by Fibre to the Node (FTTN) and 1.5 million premises served by Fibre to the Curb (FTTC) to upgrade to Fibre to the Premises (FTTP). NBN Co expects that by the end of 2030, more than 95 per cent of the remaining approximately 622,000 FTTN premises will be eligible for a full fibre upgrade.
  
  
• Customer Experience Program: NBN Co is reaffirming its commitment to improve customer experience through a series of targeted initiatives designed to enhance connectivity and ensure the nbn network is as reliable, fast and resilient as possible. This includes:
  
  
  • Accelerate Great: Launching in September, this program aims to significantly enhance broadband speeds by upgrading selected existing speed tiers and introducing new multi-gigabit options on the FTTP and Hybrid Fibre Coaxial (HFC) networks.
    
  • In-Premises Optimisation: The company is partnering with industry to drive awareness on the importance of the in-home set up via education programs, which will help to ensure optimal broadband performance, leveraging network investments and speed increases.
    
  • Making Moving Home Easier: Ensuring customers can get or stay connected to the nbn network with minimal effort when they move home. Enhancements aim to resolve connection and reconnection challenges by reducing the number of missing devices while improving address data and serviceability.
    
    
• Fixed Wireless and Satellite Upgrade Program: NBN Co has undertaken a significant upgrade of the nbn Fixed Wireless network by increasing both its capacity and coverage to help improve broadband services across regional Australia. The program, which concluded in December 2024, saw the total number of cells in the network increase nearly 3.5-fold, from 23,000 to approximately 100,000. The major upgrade has been delivered as part of a $750 million investment, which includes $480 million from the Australian Government and an additional $270 million from NBN Co.
  
  
• Simplify our Network Program: NBN Co continues to make timely investments on evolving the FTTP, HFC, transport and aggregation networks to help meet capacity growth and enable future products. For example, the HFC network will continue to evolve through strategic investments aimed at enhancing its reliability and capacity. This evolution includes ongoing plant modernisation works, which will pave the way for the potential transition toward Distributed Access Architecture (DAA) over time.
  
  
• Enhanced Service Delivery: NBN Co is focused on improvements across activations, network, and assurance with the primary goal of uplifting the service experience. Key areas of focus continue to be the remediation of Underperforming Lines and Assurance Fibre Upgrade programs. This involves the company proactively identifying individual FTTN and FTTC underperforming lines and enabling a simpler and quicker upgrade to nbn full fibre, where available, and without the usual requirement for the customer to order a higher speed tier service.
  
  
• RSP Partner Experience: NBN Co is focused on making its wholesale products good value for money, simple and easy to deliver. To improve the way it works with RSPs, the company is building generative AI capabilities, developing digital tools, making customer centre enhancements, increasing efficiencies while reducing costs, and improving product and service delivery coordination for RSPs.

NBN Co also lodged its proposed Replacement Module Application (RMA) with the Australian Competition and Consumer Commission (ACCC) on 2 July 2025 for the second Regulatory Cycle of the Special Access Undertaking (SAU), which is scheduled to commence on 1 July 2026.

The centrepiece of the RMA includes proposals on the company’s planned enhancements to Benchmark Service Standards (BSS) from FY27 to FY29, inclusive. These Service Standards establish minimum benchmark commitments for NBN Co's Wholesale Broadband Agreement (WBA) Standard Form of Access Agreement (SFAA) and involve a transparent review process of NBN Co’s ongoing service performance.

Anna Perrin, Chief Customer Officer at NBN Co, said:

“Our ASIP-26 highlights our major initiatives aimed at delivering great outcomes for customers and retailers.

“We are very pleased to report that we are making significant progress on our multi-year network and customer service improvement projects. These programs are large in scale and include investments to expand, modernise and augment the footprint of our FTTP, HFC and Fixed Wireless networks. By carrying out these essential upgrades we are preparing the nbn network to meet customers’ evolving broadband needs while striving to deliver greater value, capacity, speed and improved reliability.

“We thank Retail Service Providers for the feedback they provided during our Annual Service Improvement Plan process, which has been instrumental in shaping our service-focused investments for ASIP-26 in the coming 12 months.”

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