Establishment of the Committee
Conduct of the inquiry
Acknowledgements
Note on terminology
References to Hansard
Structure of the report
Context of the inquiry
Broad overview of the NBN rollout
Statement of Expectations

Introduction
Stated goals of the rollout
Status of the rollout
User demand, usage patterns and trends
International comparisons with the NBN rollout
Committee view

Introduction
Process of getting NBN services connected and established
Issues with NBN service speeds and performance faults
Complaints processes and resolution
Committee view

Introduction
Customer experiences on Sky Muster
Opportunities for improving the Sky Muster service
Committee view

Introduction of broadband service or performance guarantees
Role of the TIO in resolving customer complaints
Misleading information provided to customers and consumer education

Introduction
Customer satisfaction data captured by nbn
Complaints data collected by the TIO
Research on the customer experience by the ACMA
Committee view

Introduction
Industry characteristics
Market and regulatory characteristics

Introduction
Opportunities for economic growth and innovation
Expanding and developing the delivery of telehealth services
Improving digital inclusion
Participation in education and training
Committee view

Introduction
Performance measurement
Rollout progress
Meeting financial forecasts
Activations and service take-up
Upgrade paths
Sky Muster satellite services
Global comparisons
Serviceability of premises
Consumer experience