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Aussie Broadband beats the big four at customer service

Media Release | Monday, 11 Nov 2019 | 1 min read

Aussie Broadband is delighted to announce its first win in the Roy Morgan Customer Satisfaction Awards.

The company was named ISP of the Month for September 2019, with a customer service rating of 88%.

This places Aussie Broadband at least 10% ahead of TPG Telecom brands, iiNet and Internode (both 78%) and TPG (76%) and Vocus Communications-owned iPrimus (74%).

Roy Morgan CEO Michele Levine says that Aussie Broadband’s first appearance at the top of the satisfaction ratings may raise some eyebrows in the ISP sector.

“The strong performance of Aussie Broadband, which has serviced a small customer based from its regional Victorian headquarters in Morwell since 2008, shows that smaller ISPs catering to select client bases can raise the customer satisfaction bar for larger national competitors.”

Leading internet service provider customer satisfaction ratings

Roy Morgan Single Source Australia, October 2018 – September 2019, n= 8,098. Base: Australians 14+ with a main home internet service provider

Roy Morgan Single Source Australia, October 2018 – September 2019, n= 8,098. Base: Australians 14+ with a main home internet service provider

Michele also highlighted that Aussie Broadband’s small size means the ISP hasn’t until now qualified for this award. She says the high level of customer satisfaction in September bodes well for its future prospects.

“Aussie Broadband’s ratings – which is 10% higher than next place iiNet – demonstrates to the industry that greater customer satisfaction is very possible,” Michele said.

Aussie Broadband is a small but rapidly growing internet service provider challenging larger telcos in the NBN game.

It is locally owned with an all-Australian support team. Over the past 16 years it has grown from a small regional telco to the 5th largest provider of new NBN services nationally.

Aussie Broadband Managing Director, Phil Britt, said the awards were a credit to the staff and their dedication to their customers.

“What makes these awards stand out is that they are based on surveys by the public. We don’t self-nominate,” Phil said.

“Our customer service is at the heart of everything we do. We believe that we deliver quality, value and consistency to our customers. It’s a real honour to see that our customers across Australia agree.”

All information contained in this media release, including references to costs, speed, and capability of the Aussie Broadband network, was correct at time of publication, and may have since changed.

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About Aussie Broadband Limited

Aussie Broadband is an Australian operated telecommunications company that was formed in 2008 and is based in Morwell Victoria, Australia.

The company's main focus is nbn® (NBN) subscription plans and bundles to residential homes, small businesses, not-for-profits, corporate/enterprise and managed service providers.

As a licensed carrier, the company provides these services through a wholesale agreement with NBN Co, a mix of leased backhaul infrastructure from third parties and its own network equipment.

The company also offers a range of other telecommunications services including VoIP, mobile plans and handsets, entertainment bundles through its partnership with Fetch TV and connections through its own fibre, the OptiComm network and its white label platform.

With its acquisition of Over the Wire, the company is also a Tier 1 voice provider, and offers a range of tailored cloud, connect and collaborate solutions to business, government and enterprise customers.

Along with being a proud member of the Pledge 1% Movement, Small Change Big Change and more, Aussie Broadband is a certified B Corporation and the largest telco in Australia to hold accreditation.

Aussie Broadband has remained Australia's Most Trusted Brand in Telecommunications since December 2020 and was more recently named Australia's Most Trusted Telco for the second year in a row at the Roy Morgan Trusted Brand Awards for 2023.