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Aussie Broadband celebrates Canstar win – for the second year in a row

Media Release | Tuesday 7 July 2020 | 1 min read


Aussie Broadband has won the Canstar Blue Award for Most Satisfied Customers for the second consecutive year.

The internet service provider was rated five stars for speed and reliability, customer service, value for money and overall customer satisfaction in 2020.

Managing Director, Phillip Britt thanked his team for delivering excellent customer service despite the added pressure due to the pandemic.

“We’re extremely pleased and humbled to see that Australians have once again rated Aussie Broadband as the best NBN Provider for customer service. Canstar are a trusted provider of independent research,” he said.

“A huge thank you to our amazing team for their sheer hard work and resilience during what has been an incredibly busy period.”

Phil said that customers prefer speaking to someone in Australia for tech support.

“Feedback from our customers show they appreciate that our operations are 100 percent onshore. Customers regularly tell us that they feel like they are treated as a person by our call centre team, rather than a number,” Phil said.

Aussie Broadband is a challenger internet service provider, with a reputation for providing high-quality internet and transparent customer service.

The company has evolved over the past 16 years from a start-up in a Morwell lounge room to the fifth largest provider of NBN services across Australia today.

Phil said that despite COVID-19 and rapid growth, consumer demand for reliable and stable internet has never been higher.

“We’ve grown from 20,000 customers to 254,000 in the last four years, with over 100,000 of those signing up in the last 12 months.

“Not surprising, the COVID-19 pandemic has had a profound impact on the whole telco industry.

“According to our data, daytime usage peak is still higher than normal which suggests that many people are still working from home. And evening peak is still around 10% higher than this time last year. This means demand for a decent internet service provider has never been greater,” he said.

“With feedback and metrics from our CX research, reviews and awards for customer service such as this award from Canstar, we believe we are now providing one of the highest quality customer service call centre experiences in Australian telco,” Phil said.

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.