Home Telecoms & NBN NBN Co goes local with new customer service team

NBN Co goes local with new customer service team

NBN Co, the builder of the national broadband network, has boosted its team servicing regional and remote communities with the appointment of a dedicated unit aimed at improving the customer experience on its access network.

The team is made up of community relations professionals who NBN Co says will focus on educating residents and businesses about the status of the NBN access network, what they need to do to connect and what choices they have when switching over.

NBN Co says the nationwide team will spend time on-the-ground in regional locations around the country to better understand the telecommunications needs at a community level, and there will also be an extended team of network engineers and deployment specialists located in key regional hubs around the country to work with customer service representatives to “help identify and resolve issues in a timely manner”.
The company says the access network is more than two-thirds built in regional Australia and continues to gather momentum with up to 100,000 new properties being added to the national footprint each week.

Today’s announcement of the new team follows a number of other initiatives from NBN Co designed to help improve customer experience including:

  • Improved installation experience: accelerated in-house training facilities to provide hands-on experience for field workers with the aim of increasing quality assurance with the installation of the network to homes and businesses.
  • Advanced fault detection: leveraging big data, machine learning and existing capabilities to help NBN determine whether a fault can be dealt with remotely and immediately or whether a field technician needs to visit an end-user home to resolve it.
  • Enhanced case management: improved process for managing the timeliness of customer responses and resolution activities following escalations by retail service providers as well as ensuring user issues are case managed by NBN if they are not resolved on the second time.
  • National awareness campaign: educating Australians about the role of NBN and their retail service provider, the factors at home or work which can improve internet experience,  as well as how to choose a speed and data broadband package that suits their needs.

Peter Gurney, general manager of NBN local said the creation of the NBN local team is “another step in our ongoing commitment to improve the customer experience with the NBN access network”.

“We’ll be providing dedicated resources who understand the needs and issues of local communities around the country from Cairns in Far North Queensland to Traralgon in Gippsland to Alice Springs in the Northern Territory.

“The rollout of the NBN access network is one of the biggest transformations to Australia’s telecommunications industry to ever occur – it represents significant change for consumers and businesses as they make the move to the new network.”

“With the rollout more than halfway complete and around three million homes and businesses now connected to the network, it is more important than ever we continue to educate local communities on the status of the build, what they need to do to connect as well as how to resolve any issues.

“Although retail service providers should always be the first point of contact for any resident or business having issues with their broadband connection, the new NBN local team will be dedicated to working with local stakeholders and community groups to help ensure local problems are identified early and addressed.”


Did you know: 1 in 10 mobile services in Australia use an MVNO, as more consumers are turning away from the big 3 providers?

The Australian mobile landscape is changing, and you can take advantage of it.

Any business can grow its brand (and revenue) by adding mobile services to their product range.

From telcos to supermarkets, see who’s found success and learn how they did it in the free report ‘Rise of the MVNOs’.

This free report shows you how to become a successful MVNO:

· Track recent MVNO market trends
· See who’s found success with mobile
· Find out the secret to how they did it
· Learn how to launch your own MVNO service


Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).