iiNet calls for customer service focus

Customer service must take focus or providers will risk high churn levels

Internet service provider, iiNet (ASX:IIN) has claimed customer service must be given a greater focus in the telecommunications industry or providers will risk high customer churn levels.

iiNet general manager customer service, Paul Cahill, said customer service is becoming the deciding factor for customers when choosing a provider.

Cahill said new customers are often gained through churn as a result of poor customer service at their last service provider.

“With the National Broadband Network (NBN) providing universal access, the quality of customer service can only grow in importance as a key product differentiator,” he said in a statement.

iiNet’s claims follow s call from the Australian Communications Consumer Action Network (ACCAN) for telco’s consumer protection rules to be overhauled and for a thorough inspection of whether the current self-regulatory system is working in the best interests of consumers.

Customer service in the telco industry has also been the subject of an investigation by the Australia Communications and Media Authority (ACMA).

“Customers are forced to endure long periods spent on hold and being transferred from operator to operator,” ACCAN chief executive, Teresa Corbin said at the time. “Add to that the frustration experienced by a customer who cannot make themselves understood or understand the person at the other end of the line.”

The investigation also followsa report compiled by the Cyberspace Law and Policy Centre from the University of NSW which also found the Australian communications sector’s complaints process is “unacceptable”.

Complaint comparisons, released by the Telecommunication Industry Ombudsman (TIO), recently highlighted where complaints had more than doubled for some internet providers.

"Consumers simply want a better experience when dealing with telecommunications companies,” Cahill said. “If we don't lift our game as an industry then these regulatory responses will gain further traction."

Join the PC World newsletter!

Error: Please check your email address.

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Computerworld Staff

Computerworld
Show Comments

Essentials

Lexar® JumpDrive® S57 USB 3.0 flash drive

Learn more >

Microsoft L5V-00027 Sculpt Ergonomic Keyboard Desktop

Learn more >

Mobile

Lexar® JumpDrive® S45 USB 3.0 flash drive 

Learn more >

Exec

Lexar® Professional 1800x microSDHC™/microSDXC™ UHS-II cards 

Learn more >

Lexar® JumpDrive® C20c USB Type-C flash drive 

Learn more >

Audio-Technica ATH-ANC70 Noise Cancelling Headphones

Learn more >

HD Pan/Tilt Wi-Fi Camera with Night Vision NC450

Learn more >

Budget

Back To Business Guide

Click for more ›

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre x360

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga 910

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?