iiNet wants improvements to customer service levels in telecommunication sector

Broadband and communications giant iiNet has recently called for improvements to customer service levels within the telecommunications sector in Australia.

Officials from the Australian communications and broadband giant, iiNet, has said that improvements to customer service levels within the Australian telecommunications sector are essential if providers want to hang on to their customers and avoid a high level of churn. The broadband provider has won a number of awards, including a recent addition of National Winner – Large Business, at the Customer Service Institute of Australia (CSIA) Service Excellence Awards.

One iiNet official said that many customers based their decision on which provider to choose on customer service levels these days, stating: “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.”

An ACMA investigation is already being carried out into customer service levels within the telecommunications industry. The Australian Communications Consumer Action Network’s (ACCAN) has also released a report calling for increased regulation for consumer protection. A report was also released by the Telecommunication Industry Ombudsman showing how some telecoms providers had seen the number of complaints double.

iiNet said: “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” The company added: “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.”

Source – iiNet