Report Damaged NBN Pit and Equipment using Snap Send Solve

Looking for the right people to help you report damage to an NBN pit or equipment in your community? 


We’re here to help connect you with a Solver from the NBN network to report damaged pits or equipment in Australia when you use the Snap Send Solve app, or create a Snap using the form below.

Using Snap Send Solve, you can report damage to pits and equipment directly to NBN in just under 30 seconds.

Example of a Damaged Pit as reported by a Snap Send Solve user

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Report NBN Pit & Equipment Hazards

What is a damaged NBN pit?

NBN pits, otherwise known as manholes or hatchets, help distribute NBN cables underground in a safe way. 

NBN requires pits for:

  • Managing connections between conduits,
  • Housing fibre optic cables and splice closures,
  • Housing small Footprint Multiport.

Unfortunately, when NBN pits are broken, cracked or damaged, this can pose danger to yourself and members of your community. 

For instance, an NBN pit full of water will not only cause service disruptions, but may pose health and safety risks that you should consider reporting immediately. 


How do I report a damaged NBN pit?

When you use the Snap Send Solve app, or the form above, to report a damaged NBN pit, we’ll send your photos, geo location and notes directly to NBN, so they can quickly resolve the issue. 

If you’re looking for the location of your NBN pit, a common place you’ll find them is in your driveway, which makes it easy to check if your NBN pit is damaged or broken. 


How do I report a damaged NBN line?

You can also report a damaged NBN cable and other equipment under the ‘Pit and Equipment’ incident type in the Snap Send Solve app, or use the form above to quickly create a Snap. 

Using the Snap Send Solve, you can create a Snap in just under 30 seconds. Just Snap a photo, add a description and we’ll notify the right people! 

Just like a broken NBN Pit, damaged NBN cables can be of potential danger to yourself and your community. 

If the issue you’ve spotted poses an obvious risk, you will be prompted to get in touch with someone at NBN directly who can help you Solve the issue as fast as possible.

If you identify that damage to an NBN pit or electrical equipment is posing a Health and Safety risk, please call NBN on 1800 687 626 to make sure these issues are prioritised. 

If the issue is life threatening, please call emergency services. 


How long does it take NBN to fix a fault?

When you spot broken or faulty NBN equipment in your community, we recommend you report this directly to NBN as quickly as possible. 

The Snap Send Solve app can put you directly in touch with NBN, when you create a Snap under the “Pit and Equipment – NBN” incident type.

NBN is likely to respond to your report quickly if there are obvious hazards involved. 


Should I report damage to NBN equipment?

Damaged electrical equipment can pose risks such as serious injury, damage to property and public safety. 

Damage to electrical equipment can also cause power outages and electrical surges. Damage to NBN equipment can also cause issues for the wider network. 

When you report damage to electrical equipment, you can be a part of making your community safer. 


So, what happens next?

When you use Snap Send Solve to report a damaged NBN pit or equipment, we send your Snap directly to a Solver at NBN.

Wherever possible, NBN will try to resolve requests and complaints during the first point of contact. 

However, in some cases, NBN will need to investigate further, and you may be contacted by a Solver from NBN, ready to work with you to resolve your matter.

Solvers from NBN will contact you within 15 business days from lodgement to discuss the resolution or provide you with an updated timeframe.

From there, the Solver will work to implement the agreed resolution within 10 business days.

We’ve found that Snappers report high response rates and prompt resolutions when using Snap Send Solve, without time spent following up emails. 

Snap using the app so you can easily track the progress of your Snap in the History section of the Snap Send Solve app and provide feedback, along with your satisfaction rating.

NBN have their own customer service level standards and will provide feedback on your Snaps depending on their time and resources.

If your report isn’t Solved right away, you can also send a Nudge two weeks after sending your Snap, which is a friendly follow up signal to the Solver.

However, issues involving broken or damaged NBN pits or equipment are usually treated as a high priority and addressed immediately. 

Frequently Asked Questions

How does Snap Send Solve work?

Snap Send Solve is a platform that enables authorities and their customers to identify and solve local issues for the benefit of communities everywhere. Simply snap a photo of the problem, send a report in 30-seconds using the app and the issue is sent directly to the appropriate authority to be solved.

Where is the app available?

Snap Send Solve is available throughout Australia and New Zealand.

Is there a fee for me to use it?

Snap Send Solve is free to download from the App Store and Google Play*, and is as simple to use as its name. 

If you are an authority who would like to utilise the platform, you can find more information about our Enterprise offering here.

*Mobile data fees and charges may be incurred by telcos/carriers.

What devices will Snap Send Solve work on?

Snap Send Solve works on both iOS and Android devices and is available to download for free on both the App Store and Google Play. 

Note that some older versions of iOS and Android are not supported.

You can also submit reports via the Snap Send Solve reporting website, report from your desktop here.

What problems can be reported?

Snap Send Solve enables users to report an array of incidents including, but not limited to:

  • Abandoned cars or vehicles
  • Abandoned trolleys
  • Animal related issues
  • Communication equipment pits and lids
  • Dumped rubbish and litter
  • Graffiti 
  • Noise 
  • Parking
  • Pavements and roads 
  • Playground equipment
  • Street lights 
  • Street cleaning
  • Trees
  • Water and sewer issues

If you need to report a different issue either submit it under the General Request incident type or get in touch with us if you think we should add it to the Snap Send Solve platform.

How do I know what council or authority to report to?

Snap Send Solve eliminates the complexity of knowing where and how to report incidents on the spot by enabling users to capture and send photos of issues that need attention, wherever they are. Your geolocation will automatically be tagged, so your report is sent to the correct council or authority, all you have to do is confirm that the location of your report is correct.

How do I change the email address linked to my account?

If you wish to change the email address linked to your Snap Send Solve account you will need to log out and sign up with a new email address. Your existing report history will not be transferred to your new account however there will be records of each report sent in your email inbox.

How do I know when the issue has been fixed?

By categorising incident types and assigning them to the appropriate authority based on the user’s location, Snap Send Solve makes reporting issues quick and simple. 

Each authority has a different customer service level agreement, and feedback from our users tells us the vast majority of requests submitted via Snap Send Sold are resolved within a faster time-frame. 

Many authorities will provide feedback on your reports, from receipt through to resolution. However, you may not hear from all authorities.

You can also find report updates, such as whether your report has been viewed by the relevant authority in the History section of the app.

Can I provide feedback to an authority after submitting a report?

Yes, you can provide feedback on whether an issue has been resolved as well as your satisfaction rating within the History section of the app. This feature will become available two to four weeks after submitting a report. 

Which authorities can I report to via Snap Send Solve?

Snap Send Solve allows app users to report to every council in Australia and New Zealand as well as a number of other authorities, including water and electricity providers, supermarket chains and state government departments.

What is the Snap Send Solve business model?

All Local Councils and Authorities receive basic report information for free.

Snap Send Solve offers two different subscription options for Local Councils and Authorities.


  • Supporting Authorities

Snap Send Solve offers a paid version of our platform to Local Councils and Authorities. We refer to this as an Enterprise subscription. We publish our pricing here.

Supporting Authorities can integrate reports into their work management system so they can respond quickly to reports. This saves time and money for the Authority and creates a seamless experience for their customer.

Supporting authorities care deeply about their customers' user experience and strive to make it as easy-as-possible for customers to report issues to them. Based on our data, Supporting Authorities have a higher customer satisfaction rating.


  • Basic Authorities

Snap Send Solve provides a free service to Local Councils and other Authorities, who receive unlimited reports for free. Reports currently include images and geolocation to accurately pinpoint where the issue is and contain more detail than a phone call or a manually created email.

Offering a platform that works universally means that you can be confident reports will be delivered to the responsible Authority, anywhere in Australia and New Zealand.

Why do some authorities have a Blue Tick next to their name in the app?

The Blue Tick is used to identify Supporting Authorities within the Snap Send Solve platform. If an authority does not have a blue tick next to their name they will still receive your report. 

Supporting authorities help Snap Send Solve to continue providing an efficient reporting platform to communities across Australia and New Zealand.

What about my personal information and privacy - is Snap Send Solve secure?

Snap Send Solve takes your privacy very seriously. When you download and use the App, website or other online services, information is collected that enables you to provide feedback on community assets and infrastructure requiring repair or attention. When reporting, you are asked to provide personal information to help authorities get back in touch with you, where required.

Snap Send Solve endeavours to take all reasonable steps to keep your information secure, through the use of appropriate processes and technology. You can find out more information about our privacy policy here.

I have a suggested feature for the app. Who can I send my ideas to?

We love to hear suggestions for improvement from our users and authorities and make regular updates to our service.

To provide us feedback send an email to contact@snapsendsolve.com.

Why did Snap Send Solve change the order of our reporting process?

Snap Send Solve has changed the order of our reporting process for a variety of reasons. 


Firstly, we have dramatically reduced the taps required on a ‘standard’ report from 13 to 8, making reporting issues in your community quicker than ever before. For Supporting authorities who set up ‘Call Only’ incident types, getting to a relevant contact number is now faster than ever.


Secondly, location accuracy is greatly improved due to the confirmation of location at the beginning of the reporting process. We also now provide the geo-code of the location as the primary location identifier as this is more accurate and helpful to authorities than a street address.


Thirdly, the new reporting flow will allow us to introduce a range of future functionality for Supporting authorities, such as the ability to add audio and video files to reports. 


The new reporting order is:
1. Confirm your location
2. Select the Incident Type
3. Take a photo of the issue
4. Fill out notes and any additional fields
5. Send report