When deciding between NBN providers, it can be quite tricky making sense of all the different options available. Finding the right price and contract is fairly easy. However, when it comes to pinpointing the right customer service for you, this can be quite difficult.
Having a support team that listens to you can be very helpful. With 66% of Australians willing to pay more for Australia-based customer service, there are a number of Australian NBN providers that have made it a point of difference to embrace an Australian operation, keeping their call centres local.ep
The table below shows plans from NBN providers which have local Australian support teams.
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There are quite a few providers in our database that have decided to keep their call centre operations local, which include:
We'll take a closer look at some of the popular NBN providers with Australian call centres in the next section.
| Response | |
|---|---|
| 4 | 40.26% |
| 5 | 39.96% |
| 3 | 14.91% |
| 2 | 2.68% |
| 1 | 2.19% |
Aussie Broadband has built a reputation off of its commitment to Australian operations, community relationship and 100% Australian support team. This means that its customer service call centres are all based in regional and metro Victoria. Operating in Australia for over 17 years, Aussie Broadband has won multiple awards for its outstanding customer service, including:
Aussie Broadband is consistently winning Roy Morgan's Internet Service Provider of the Month Award, with an impressive customer satisfaction rating of 92% in November 2019. Aussie Broadband also runs a number of initiatives aimed at supporting the Australian community through sponsorships, relief for disaster-affected customers, corporate donations and staff-led fundraising programs. It also encourages its staff and senior leaders to volunteer regularly with community organisations.
Contact: 1300 880 905 (9am-12am AEDT, 7 days a week)
Superloop has kept a strong reputation for technological innovation and high-quality broadband with its powerful "backhaul" network. With Superloop's network linked to the NBN, outsourcing isn't needed, allowing pinpoint solutions for customers. Superloop has incorporated this spirit into its customer service, with a dedicated Australian support team located in Sydney "ensuring you get online and stay connected".
With successful operations across 5 countries/regions, Superloop's commitment to Australian customers is shown through numerous customer support options including generous phone support hours and dedicated email lines for sales and billing. Superloop has scored reasonably well with customers, with an average score of 3.2 across 184 reviews on the user-aggregated site Product Reviews.
With a number of local programs in Australia, Superloop has invested in the local community through programs such as the Digital Farm initiative in Western Australia, committing $1 million in conjunction with the WA statement government to rural digital infrastructure, and an Online Learning Plan to assist with online learning during COVID-19.
Contact: 1800 101 210 (8am-10:30pm ACD, 7 days a week)
Australian owned and operated, Start Broadband focuses on expert customer support and delivering the Internet to disadvantaged Aussie families. With an Australian technical support team, Start Broadband has a couple of different options for customers, including regular call centre hours, as well as a team of 24/7 Start Support Experts to address after hour issues.
Start Broadband separates itself from big name telcos with its Life Changing Connections Programs, directing a share of every customer's bill towards funding home Internet connections for less fortunate Australian families. With a mission that includes equal access to education, employment opportunity and social inclusion, Start Broadband lets customers enjoy "super-fast, reliable broadband happily in the knowledge you're making a difference."
Contact: 1300 475 155 (9am-5pm AEST, 7 days a week for the medium term) or 1300 475 144 (24/7 support)
ANT Communications is a smaller home-grown leading NBN provider that has been in business for over 10 years. Providing support to rural and regional communities where other providers haven't, ANT Communications is Australian in name and service with an 100% Australian based support team located across Sydney, Moree and Emerald. With dedicated channels for sales, service delivery and customer service, this means that calls are taken locally in regional communities.
Acquired by the Field Solutions Group in 2017, ANT Communications has further committed to engaging local government, businesses and residents, with initiatives including its Rural Fabric and Rural Reach programs.
Contact: 1300 268 266 (8am-6pm AEST, Monday to Friday, or 10am-2pm AEST, Saturdays)
Mate is 100% Australian owned with a customer service team based in Western Sydney, NSW. Championing "local staff with a passion for phenomenal customer service", Mate is devoted to an Aussie service experience. Mate has exceptional scores from customers on the user-aggregated review site Product Reviews, with an average score of 4.4/5 from 2,487 reviews.
Contact: 1300 017 622 (8:30am-7pm AEST, Monday to Saturday)
As we mentioned earlier, we've only included the Internet providers that have Australian call centres from our database. There are more NBN providers out there which may only provide services for specific states or suburbs that we haven't covered. If having a local support team matters to you, make sure you compare NBN plans and providers to find the best one for your needs.
Many of Australia's big NBN providers have moved their primary call centres offshore in an effort to cut costs.
Other major providers like Telstra, TPG, Dodo, Exetel and Optus have chosen to use a mix of local and overseas teams for customer support. Most of these providers have kept customer-facing roles or initial customer service in Australia with "overflow" support in teams located in the Philippines and India.
Not necessarily. Just because an NBN provider is Australian-owned doesn't mean that its call centres are located in Australia. While many big telcos use some form of off-shore support to handle the volume of requests from their large customer bases, the providers that have stayed local with their customer service have made it a point of pride in being Aussie-only.
With so many plans and providers out there, having an Australian call centre can be enough of a unique feature for some providers to be considered over others.
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Is there any NBN service provider who has 24/7 customer service available?
Hi Sat,
There are indeed some NBN providers that claim to have 24/7 customer support, such as iiNet and Westnet.
Hope this helps.