Between January and July 2019 NBN Co sent letters to certain premises in the Australian Capital Territory advising that existing broadband services were likely to be disconnected as part of the nbn™ rollout. This was not correct in instances where services were provided by the TransACT VDSL2 Network.
NBN Co will reimburse eligible applicants for costs associated with cancelling an nbn™ service and returning to a service provided by the TransACT VDSL2 network in the ACT. Please review the following eligibility criteria and information about how to begin the reimbursement claim process.
Who is eligible?
- Service address must be located in the ACT and must be within the TransACT network footprint
- Service address must have been connected to the TransACT VDSL2 network
- Following that, the service address must have cancelled their existing service/s on the TransACT VDSL2 network, and then connected to the nbn™ network between 1 January 2019 and 10 August 2019 (inclusive)
- Service address must have returned to a service on the TransACT VDSL2 network no later than 2 November 2020
- Must have paid amounts to a service provider associated with cancelling an nbn™ service in order to move back to a service provided by the TransACT VDSL2 network
What costs are eligible for reimbursement?
Costs associated with cancelling an nbn™ service in order to return to a service provided by the TransACT VDSL2 network in ACT may be eligible for reimbursement. Examples of these costs include:
- Costs paid to a service provider when cancelling your nbn™ service such as early termination fees
- Non-refundable costs associated with purchasing equipment such as modems, routers or telephony hardware
- Postage costs for equipment specific to your nbn™ service
Note: nbn is only obligated to pay costs associated with cancelling an nbn™ retail service. Any costs incurred to connect to the nbn™ network, use of the nbn™ network or reconnect to the TransACT VDSL 2 network are excluded and cannot be claimed.
What supporting evidence is required?
Examples of supporting evidence include an electronic copy or photograph of:
- A bill, invoice, email or purchase order from your nbn™ service provider which requests payment of costs associated with cancelling a nbn™ service.
- If the bill, invoice, email or purchase order does not provide proof of payment of these costs, please provide evidence of your payment to your nbn™ service provider for these costs, such as a receipt or bank statement showing the amount paid.
Supporting evidence must clearly show:
- Cost/s amount that you have paid
- The recipient of the associated payment/s
- Date those costs were incurred
- Your full name and address
Proof of address can be verified by attaching one of the documents listed above that shows the address as well as your full name. Alternatively, you can provide a recent utility or rates bill received at your address with your full name on it.
If your current mailing address is different to your claim address, please upload a recent utility or rates bill with your full name and address on it.
We only require the information described above. We do not need any documents that include your photo, bank account or credit card number. If you are uploading a bank or credit card statement, you only need to attach the relevant parts of the documents which show the required information. For example, you could cover or blank out any items on the document that are not relevant to your claim before you take a photograph of it.