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Standard connections (metric 1)

There were around 603,000 new standard connections reported in the December quarter 2025 (around 6,700 per day), with a total of 2.4 million standard connections over the last 12 months. Most connections were FTTP, followed by HFC and FTTN, as set out in Figure 1 below (satellite not shown). While its share is declining, FTTN continues to account for a substantial proportion of standard connections.

Figure 1 - Proportion of standard connections by technology type

During the December quarter 2025 around 78% of new standard connections, including service reactivations, did not require any physical work, compared to 85% in the December quarter 2024.

Standard connection service level performance (metric 1)

 â€˜Service level’ refers to the relevant standard or service quality, which for this metric is the target number of business days to complete the connection. The various service levels relating to the RKR metrics are listed in NBN Co’s Wholesale Broadband Agreement (WBA), set out in part A of the .

Across all standard connections in the past 12 months, fixed wireless and HFC met the service level in 98% and 94% of connections respectively, while other technologies met the service level for around 99% of connections. Figure 2 below shows that NBN Co’s service level performance for standard connections remained steady at between 98% and 100% in the December quarter 2025, except HFC which increased significantly compared to previous quarters to 97%, while FTTP decreased to 97%, the lowest ever reported.

Figure 2 - Standard connection average service level performance by technology type

Figure 3 - Standard connection average service level performance by technology type - connections requiring truck roll

Figure 3 shows performance for standard connections that require a truck roll. Fixed wireless, FTTN and HFC have improved over the past 12 months, while FTTP and satellite performance have declined.

Priority assistance connections (metric 2)

A is a service order at a premises where a life‑threatening medical condition exists. NBN Co completed 1,202 new priority assistance connections in the December quarter 2025, with 6 of these connections failing to meet the 24-hour service level timeframe, as set out in Table 1 below. All the failures were on the HFC network, which has a service level timeframe of 24 hours.

Table 1 - Priority assistance connections - total connections and number of connections not completed within the service level timeframe.

Accelerated connections (metric 3)

An accelerated connection is an expedited service order that includes a standard telephone service for a currently inactive service. The number of accelerated connections continued to decline in each quarter, with 817 accelerated connections reported in the December quarter 2025, compared to 901 in the September quarter 2025, as set out in Table 2 below.

Table 2 - Accelerated connections - total connections and number of connections not completed within the service level timeframe.

 

NBN Co completed around 64% of accelerated connections within the service level timeframes in the December quarter 2025, compared to an average of around 75% over the past 12 months. Most of the services that did not meet the service level were FTTP in Service Class 1 category.

Connection and fault rectification appointment keeping (metric 6)

Appointment keeping reporting shows that NBN Co met the appointment time for appointments that were not rescheduled in just over half (around 56%) of all appointments over the last 12 months. There are several other appointment keeping categories reported, including appointments rescheduled by NBN Co or the customer, or missed appointments.

Fault and outages

Service faults (metric 7)

This metric reports on services that are impacted by problems on NBN infrastructure or other issues for which NBN Co accepts direct responsibility for remediation work.

NBN Co’s cover letter to its report (see related documents on this page) states that storms, heavy rainfall, and localised flooding typical of late spring and early summer can affect services, particularly those delivered over copper‑based technologies. By contrast, NBN Co states that full‑fibre services are generally more resilient to these conditions.

In addition, NBN Co states that HFC services were impacted by repeated electrical incidents, (which relate to any external electrical event, for example, localised power issue, grid disturbance, electrical fault, or weather‑related outage that can temporarily impair HFC network equipment) during the December quarter 2025, resulting in increased service interruptions and dropouts.

NBN Co rectified around 625,000 service faults in the past 12 months, of which around 88% did not require plant work or NBN Co attendance.

Service faults per service in operation (metric 7)

The ÌÇÐÄÔ­´´ has estimated service faults per service in operation using information on service faults in NBN Co’s service quality and network performance RKR, and the number of wholesale services reported under the NBN services in operation RKR.

On a per service in operation basis, FTTC had the highest proportion of rectified faults over the past 12 months. Fault rates per service were generally stable across most technologies in the past 12 months, except for HFC and FTTC which experienced spikes in the March and December quarters of 2025, as shown in Figure 4 below.

Figure 4 - Number of faults rectified as a proportion of total services in operation¹

¹ Source: Services averaged from NBN Wholesale Market Indicators Reports

Priority assistance faults (metric 8)

Premises where a household member has a diagnosed life-threatening medical condition qualify for priority assistance. In the past 12 months NBN Co rectified 7,902 priority assistance faults and achieved its target fault rectification timeframe in around 95% of priority assistance cases.

Of the priority assistance faults with a service level of 24 hours, in the past 12 months NBN Co failed to meet the timeframe in 364 cases and took more than 2 business days to rectify the fault in around 40% of these cases.

Network faults (metric 10)

Network faults occur when an issue arises within the network infrastructure that impacts multiple NBN products and end-users, i.e., the one incident causes multiple service outages. Network faults are reported at the state level.

As set out in Figure 5 below, the number of services and geographic locations impacted by network faults fluctuated over the past year, with NBN Co reporting the March and December quarters 2025 spikes as being due to seasonal weather events.

Figure 5 - Total number of network faults by geographic location

Recurring faults (metric 11)

As shown in Figure 6 below, FTTC connections have consistently shown relatively higher recurring faults over the past 12 months at an average of 0.45 faults per 1,000 SIOs, compared to around 0.2 faults per 1,000 SIOs or less for other technologies (FTTB not shown). However, HFC recurring faults significantly increased in the December quarter 2025 to 0.26 faults per 1,000 services.

Figure 6 - Recurring faults per 1,000 services by technology

Unexpected dropouts (metric 12)

An unexpected dropout is a temporary loss of connectivity between the NBN and the network termination device in an end user’s premise. Dropout metrics are reported for fixed line services by access technology and by dropout volume category. Over the past 12 months there were around 1.3 million services impacted to varying degrees by dropouts each month. The March quarter 2025 recorded the highest average number of dropouts per month (around 1.4 million) while the June quarter 2025 recorded the lowest average number of dropouts per month at 1.1 million. The average number of monthly dropouts in the December quarter 2025 was around 1.2 million.

The ÌÇÐÄÔ­´´ has estimated the number of services impacted in the highest dropout category (more than 7 per month) on a per service in operation basis. The estimate is based on the reported data on unexpected dropouts in NBN Co’s service quality and network performance RKR, and information on wholesale services provided under the NBN services in operation RKR.

As shown in Figure 7, FTTN and FTTC continued to be the services most impacted by greater than 7 dropouts per month, while FTTP services were the least impacted. The number of HFC and FTTB services impacted by more than 7 dropouts per month slightly increased in the December quarter 2025.

Figure 7 - Number of services impacted by greater than 7 dropouts per month per 1,000 services in operation²

² Source: Services averaged from NBN Wholesale Market Indicators Reports

Network outages (metric 13)

An outage is reported as either:

• a planned outage for example, a service interruption for maintenance, upgrades
• an emergency outage for example, unforeseen issues requiring immediate attention.

Planned outages declined from around 5,500 in the December quarter 2024 to around 3,800 in the December quarter 2025, while emergency outages increased from 1,502 to 1,937 during the same period. Figure 8 below shows the combined number of planned and emergency outages by technology, with FTTP outages increasing significantly for the second consecutive quarter.

Figure 8 - Number of planned and emergency outages by technology

The estimated average outage duration for fixed wireless has continued to improve over the past 12 months. The estimated average HFC outage duration was materially longer than for other technologies during the December and September quarters 2025, while FTTP/B/N/C outage duration times remained relatively stable, as shown in Figure 9 below.

Figure 9 - Planned and emergency outages estimated outage duration (average)

Outage notifications (metric 13)

NBN Co generally notifies its wholesale customers of planned outages in advance. In both the March and June quarters 2025, advance notification timeframes were longer, with the timeframe of greater than 10 days being met for around 90% of cases, compared to 67% in the December quarter 2025 and 82% in the September quarter 2025, as shown in Figure 10 below.

Figure 10 - Planned outage notification timeframes

Fibre to the premises upgrade progress (metric 18)

The proportion of ‘Ready to Order’ premises connected under the fibre upgrade program has continued to increase linearly over the past 12 months within the footprints of each of the FTTN, FTTC and fixed wireless access technologies. Proportionally more fixed wireless services migrated to fibre over the past 12 months as compared to other access technologies, and the overall rate of migration remains steady.

As shown in Figure 11 below, the proportion of ‘ready to order’ premises in the FTTN and FTTC footprints that had connected to FTTP was 23% and 19% respectively at the end of the December quarter 2025, while fixed wireless was 41%.

Figure 11 - Proportion of ‘ready to order’ premises that have connected

Rebates payable (metric 19)

Rebates payable is another indicator of NBN service quality and performance. Where NBN Co does not meet its service levels for certain activities its retailers may be eligible to claim rebates. A total of 66,028 rebates for service level issues were payable by NBN Co in the December quarter 2025, slightly down from 58,131 in the previous quarter. Table 3 below sets out several of the rebate categories and the number of rebates payable for the December quarter 2025 (not including fixed wireless).

Table 3 - Selected rebate categories by selected technology - December quarter 2025

Compared to the previous quarters, total rebates payable for most technologies remained stable except FTTP that had a large increase reported, as shown in Figure 12 below.

Figure 12 - Total rebates payable by technology

Rebates for NBN Co’s failure to meet connection and fault rectification service levels, including for priority assistance customers, are payable for up to 30 rebate days, after which they are capped. In the December quarter 2025 there were 949 services for which rebates were capped, most (847) concerned delayed FTTP connections.