iiNet Calls on Telecommunications Industry to Improve customer service

18th November 2010

Australia - Customer service must become a greater focus says ISP

Customer service must become a greater focus for the telecommunication industry or providers risk high levels of churn, according to Australia’s second largest DSL provider, iiNet.

Speaking after receiving 10 accolades, including National Winner – Large Business, at the Customer Service Institute of Australia (CSIA) Service Excellence Awards this week, iiNet’s General Manager Customer Service, Paul Cahill, believes that customer service is becoming the deciding factor for customers when choosing a service provider.

Mr. Cahill commented:

"We are gaining most of our new customers now through churn, and many of these new converts are moving because of a poor experience at another provider. With the National Broadband Network providing universal access, the quality of customer service can only grow in importance as a key product differentiator. At iiNet, we are proud to be a leader in customer service and urge the industry as a whole to lift their game."

Customer service in telecommunications is the subject of an ACMA probe and this week the Australian Communications Consumer Action Network’s (ACCAN) released a report calling for increased regulation for consumer protection.

This follows the most recent complaint comparisons released by the Telecommunication Industry Ombudsman where levels of complaints more than doubled for some internet providers.

Mr. Cahill added:

"Consumers simply want a better experience when dealing with telecommunications companies. If we don't lift our game as an industry then these regulatory responses will gain further traction. iiNet welcomes growing public awareness about the level of TIO complaint numbers as an effective way to keep the industry on their toes. It is easy to see who the leaders are and who is falling behind. Last year we saw a drop in complaints and we work hard to ensure the numbers improve year on year."

About iiNet

iiNet is Australia’s second largest DSL Internet Service Provider (ISP) and the leading challenger in the telecommunications market. The company employs more than 2000 staff across four countries and support over 1.3 million broadband, telephony and Internet Protocol TV (IPTV) services nationwide. Info: http://www.iinet.net.au.