How and When to Contact nbnco for Assistance

Contacting nbnâ„¢ FAQs

What should I do if my nbnâ„¢ connection box is damaged or missing?

If your nbnâ„¢ equipment—such as the connection box (NTD)—is damaged, missing, or not working, and it's affecting your service, please contact SpinTel directly at 1300 303 375. They will coordinate any necessary actions with nbn on your behalf.

 

When should I contact SpinTel versus nbn?

Contact SpinTel for all service-related issues, including connection delays, network outages, incorrect address details, performance problems (like slow speed or dropouts), billing enquiries, appointment scheduling, and missing or damaged nbn™ equipment. Contact nbn directly only for specific scenarios such as damage to property caused by nbn, contractor conduct concerns, or complaints about installation workmanship.

 

How do I report damage caused by an nbn contractor?

If an nbn contractor has damaged your property or behaved inappropriately, you can submit a complaint directly through the nbn website or call 1800 687 626.

 

How do I report a safety issue related to nbnâ„¢ equipment?

If there’s a health and safety hazard (e.g. exposed cables, sparking devices, or serious damage), you can report the matter through the nbn website or call 1800 687 626, then select Option 1 → Option 4 → Option 2 to ensure it is treated as a priority.

 

Can I lodge a complaint with nbn about installation workmanship or safety?

Yes. If you're unhappy with the quality of installation or there are safety concerns related to nbn™ equipment, lodge a complaint directly through the nbn website or call 1800 687 626.

 

What details do I need to include when submitting a complaint to nbn?

To help nbn resolve your issue efficiently, include the following in your complaint:

• Dates of relevant events
• The full address where the issue occurred
• A clear description of the issue
• What you’re seeking as resolution
• Any supporting evidence (e.g. photos, documents, receipts)

 

How can I relocate or remove my existing nbnâ„¢ equipment?

If you're renovating, demolishing, or moving and need to remove or relocate nbn™ equipment (like the connection box or cabling), visit the nbn relocation and removal page for detailed steps.