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Aussie Broadband wins top national customer service excellence award

Media Release | Thursday, 8 Oct 2020 | 1 min read

Australian service excellence awards 2020 winner Aussie Broadband

Aussie Broadband is delighted to announce that it has won Customer Service Organisation of the Year (Large) at the 2020 Australian Service Excellence Awards (ASEAs).

General Manager of Corporate Affairs, Janet Granger-Wilcox, said she was thrilled and honoured to accept the accolade on behalf of the Aussie Broadband team.

“This has been 3 years in the making, 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,” Janet said.

“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,” she said.

Managing Director and co-founder Phillip Britt also paid tribute to his staff.

“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 has more than 300,000 residential, small business and enterprise customers, and is the fifth largest provider of NBN services in Australia today.

It 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,” he said.

The awards were held last week during a live virtual event.

Earlier this month, the company officially debuted on the Australian Securities Exchange (ASX), trading under the ticker “ABB”.

For the full list of winners, head to the CSIA website.

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.