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  "documentTitle": "Infrastructure beyond COVID-19",
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  "notes": "The slide uses a combination of stacked bar charts for complaint data and grouped bar charts for network speed performance to illustrate the impact of the pandemic on telecommunications services.",
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      "text": "FTTN connections typically experienced lower levels of reliability",
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      "text": "Complaints by consumer type",
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      "text": "The number of complaints submitted to the telecommunications ombudsman has increased by 3.2 % since Q3 19-20. Press releases by the Telecommunications Industry Ombudsman indicate that existing issues such as frequent dropouts or low speeds have been exacerbated due to COVID-19 and have emerged as problems reported by residential consumers. The ombudsman also reported that small business owners had reduced their income as a result of lockdowns and wanted to reduce or suspend telecommunication services connected to their premises due to affordability issues. However the Ombudsman also commented that telecommunications providers coped 'extremely well' over the period of increased demand. Fibre-to-the-Premise (FTTP), Fibre-to-the-Node (FTTN) and Hybrid-Fibre Coaxail (HFC) connections increased their percent of maximum speed by 2% from May to September 2020, while Fibre-to-the-Curb (FTTC) connections remained the same. The ACCC noted that underperforming services* represented 8.1% of the 1,115 NBN services that were tested and that 97% of underperforming NBN services are fibre to the node connections",
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      "text": "Note: * A service is classified as 'underperforming' if no more than 5 percent of speed tests conducted was above 75 percent of the maximum plan speed. Source: Australian Competition & Consumer Commission: Broadband performance data May 2020 and September 2020; Telecommunications Industry Ombudsman: Quarterly report, Quarter 1 FY 2020-21",
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      "text": "Increased broadband usage during the pandemic appears not to have caused a spike in complaints which were growing at c.3% over the past 3 quarters",
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