iiNet Urges Telecommunications Industry To Sharpen Customer Service

Nov. 17, 2010 - PRLog -- 12 November 2010: 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.  

"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,” Mr Cahill said.  

“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.  

"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.”

For more information about the iiNet family, visit www.iinet.net.au  

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For further information, please contact:
Anthony Fisk Communications Manager, iiNet
+61 8 6252 4471 or media@staff.iinet.net.au  
www.iinet.net.au

Did You Know...
We’re a publicly listed company and we maintain our own super-fast broadband network. Our vision is to lead the market with products that harness the potential of the Internet and then differentiate with award-winning customer service.

To achieve this, we employ creative thinkers and true advocates of technology. Our people are a huge part of the iiNet success story, so we’ve developed a unique and stimulating work culture to ensure they remain engaged and inspired.

A lot has changed since our CEO founded iiNet in a suburban garage back in 1993 and the broadband landscape continues to evolve. What hasn’t changed is our passion for the transformative benefits of the Internet and our commitment to helping Australians connect better.

Internet Service Provider: http://www.iinet.net.au/index.html
Fast Broadband: http://www.iinet.net.au/broadband/plans.html
Fetch TV: http://www.iinet.net.au/fetchtv/
Internet TV: http://www.iinet.net.au/fetchtv/packages.html

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About iiNet
iiNet is Australia’s second largest DSL Internet Service Provider (ISP) and the leading challenger in the telecommunications market. We employ more than 1800 inquisitive staff across four countries and support over 1.3 million broadband, telephony and internet TV (Internet Protocol TV (IPTV)) services nationwide.