Tuesday, 27 October 2020 21:33

Aussie Broadband: winner of a top national customer service excellence award


Australia's fifth largest provider of NBN services in Australia has won the Customer Service Organisation of the Year (Large) at the 2020 Australian Service Excellence Awards (ASEAs).

Well known for quality customer service and fast broadband speeds, Aussie Broadband is an Australian success story that has now completed a successful listing on the Australian Stock Exchange.

With more than 300,000 residential, small business and enterprise customers, Aussie Broadband is a multi-award winning company that has transformed itself into the fifth largest provide of NBN services in Australia.

Now Aussie Broadband has added another award to its cabinet, with General Manager of Corporate Affairs, Janet Granger-Wilcox, stating she was thrilled and honoured to accept the accolade on behalf of the Aussie Broadband team.

“This has been 3 years in the making, and a lot of blood, sweat and tears has gone into it. The ASEAs are highly prestigious customer service awards across all industries in Australia, not just telecommunications.

“This is one of the most coveted awards in the program. It is a recognition of the effort that every staff member in every part of the business puts into customer service. It’s something that our team feel in their gut, and we’re very proud of what they’ve been able to achieve,” said Granger-Wilcox.

Managing Director and co-founder Phillip Britt also paid tribute to his staff, stating: "This is a huge achievement and I’m so proud of each and every single one of our awesome team,” Phil said. “To be recognised as the top company in Australia for our customer service is a real honour.”

The company was also nominated for Service Excellence in a Large Contact Centre.

Aussie Broadband was formed in 2008 from a merger between Latrobe Valley-based Wideband Networks (founded by Phil Britt and his business partner John Reisinger) and Warrnambool-based Westvic Broadband.

“As an Australian owned company, we are fully committed to having only Australian support centres,” said Phil.
“We manage our own national and international network, which gives us control of both bandwidth and troubleshooting to deliver high quality internet and award-winning customer service.

“The ASEAs recognise best practice, performance and innovation in customer service, and we go to great lengths to ensure that our customers get a high-quality experience.

“We are so proud that despite the challenges presented by COVID and rapid growth, our customer satisfaction scores increased during the peak of COVID to record levels,” added Britt.

The awards were held last week during a live virtual event, as is the case with virtually all events in 2020.

As noted at the beginning of this article, the company officially debuted on the Australian Securities Exchange (ASX), trading under the ticker “ABB”.

The full list of winners is available at the CSIA website

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Alex Zaharov-Reutt

One of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

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