We have forwarded your concern to our Provisioning Team and we will continue to monitor this to ensure that an update will be provided via email within the day.
We sincerely apologise for the inconvenience.
Hi @oliviaham0907, we can see that the case manager sent you an email.
Please be advised that the NTD Serial Number Mismatch issue is still under investigation.
According to NBN Co, the Letter from the Council can't be accepted as a valid Proof of Occupancy Document.
It was also advised that the Gas Energy Bill provided reflects a different address.
Kindly send us a valid Proof of Occupancy Document:
Valid Proof of Occupancy Document Criteria:
A Proof of Occupancy Document (POD), must show the end user's name and full address, as a serviced address, and not just a mailing address.
Acceptable documents for a POD include:
- Fixed utility bills (water, electricity or gas).
- An insurance document, specific to the address (e.g. Business or Home & Contents)
- Certificate of Title of the land
- Council Rates notice
- A signed Lease agreement
Also, we will need you to send us a clear photo of the NTD box showing the Serial Number which starts at ALCLF....
You may reply to the case manager's email or you can also send us a PM here so we can forward it to the team. Thank you.
Thanks for the update. I received the email and replied it.
As I signed the off-the-plan contract, and the address of my property was changed when it was registered. The signed contract of sale was attached in my previous email sent to firstname.lastname@example.org at 3:32 PM on 25 Sep. I do not know why the gas bill is used as proof of occupancy document instead of the contract of sale.
In addition, I replied the email you mensioned above with more details of the situation, and additional supporting documents are also attached to prove that I am the owner of this property.
Please refer to the email I replied to email@example.com at 11:53 AM today. All the details and supporting documents are attached in the email. And please update me via email again when you check my email.
Our Provisioning team has received your email and likewise responded to it.
The case was escalated to NBN Co and your case manager will be in touch with you once an update is available.
Your experience is important to us and we will be keeping a close eye on your matter and will provide you with updates where possible.
We can't apologise enough for the inconvenience this has caused @oliviaham0907.
We'll chase this with our Provisioning team and have someone to contact you within the day via Email to discuss the update from NBN Co.