FULL CORRECTIVE NOTICE
Maximum NBN Speeds – Refund Offer for Dodo customers
Since 1 October 2015, Dodo has promoted and offered NBN internet plans using the NBN’s fibre to the node (FTTN) and fibre to the building (FTTB) technology to consumers with the choice to select from a range of internet speeds.
Dodo promoted NBN internet plans to consumers by highlighting the maximum speeds available to consumers on each Speed Plan. The maximum speeds promoted by Dodo reflected the maximum speeds of the wholesale internet services that it purchased from NBN Co Limited.
Dodo offered the 12/1 Plan as a “Standard Plan”, the 25/5 Plan as “Turbo”, the 50/20 plan as “Supercharged”, and the 100/40 Plan as “Max”. Consumers paid $10 to $15 more per month for the “Turbo”, $20 to $40 more per month for the “Supercharged” and $30 to $45 more per month for the “Max”.
Dodo consumers’ maximum speeds
Generally, within two weeks of activation of a consumer’s NBN speed plan, NBN makes available to Dodo the maximum speed measurement the consumer can achieve.
Dodo has reviewed the information made available by NBN and discovered it could not provide many of its consumers with internet speeds up to the maximum speed of their speed plan because the consumer’s NBN connection was not capable of delivering it.
Dodo accepts that this conduct was likely to have contravened the Australian Consumer Law, because NBN speed plans were promoted as delivering certain speeds where consumers could not receive those speeds. In response to concerns raised by the ACCC, Dodo has provided a court enforceable undertaking to the ACCC that it will not engage in similar conduct in the future.
Remedies available to affected Dodo customers
Affected consumers may have the following options available to them:
- remain on their speed plan with no refund;
- move to a lower Dodo speed plan and receive a refund for the extra charges paid; or
- exit their plan without cost and receive a refund for the extra charges paid.
Former Dodo consumers may also be eligible to receive a refund.
If you are an affected consumer, Dodo will contact you by email or post by 27 April 2018. If you would like further information, please contact us on 1300 076 089.