With more than 75,700 local homes and businesses across the South West region able to connect to the NBN access network and construction to connect the remaining 1,650 premises expected in 2018, it's clear local NBN support would soon be required.
Thankfully, this week NBN launched a new local team dedicated to support and improve the customer experience across the South West.
The team is made up of community relations professionals who will focus on educating South West residents and businesses about the status of the NBN access network rollout, what they need to do to connect and what choices they have when switching over.
The announcement follows a number of other initiatives from NBN Co to help improve customer experience including:
- Improved installation experience: accelerated in-house training facilities to provide hands-on experience for field workers with the aim of increasing quality assurance with the installation of the network to homes and businesses.
- Advanced fault detection: leveraging big data, machine learning and existing capabilities to help NBN Co determine whether a fault can be dealt with remotely and immediately or whether a field technician needs to visit a customer’s home to resolve it.
- Enhanced case management: improved process for managing the timeliness of customer responses and resolution activities following escalations by retail service providers as well as ensuring user issues are case managed by NBN Co if they are not resolved on the second time.
- National awareness campaign: educating Australians about the role of NBN Co and their retail service provider, the factors at home or work which can improve internet experience, as well as how to choose a speed and data broadband package that suits their needs.
Rachael McIntyre, Head of NBN local Western Australia, said “We’re excited to improve the customer experience of local residents and businesses on the NBN access network. By having a greater presence in the South West, we’ll be able to work more collaboratively with the community in order to understand the complexities of the build and local telecommunications needs.”