NBN Co invests in improving customer experience for Australian businesses

New initiatives set to improve the connection and issues resolution process for business on the nbn™ broadband access network

NBN Co today announced the launch of a number of initiatives designed to improve the connection, migration and service experience for Australian businesses moving across to services on the nbn™ access network. 

With the rollout now more than halfway complete and around 20,000 new businesses currently connecting to the nbn™ access network each month, the company has developed a team dedicated to supporting the needs of Australian businesses.

The newly formed team is working alongside phone and internet providers to deliver an improved customer experience and develop additional wholesale product and service offerings purpose-built for businesses.

NBN Co’s business initiatives include:

• Improved connection and resolution process – business connection process set to be improved with rescheduled appointments and complex orders prioritised and case managed by NBN Co and the phone and internet provider.
• Industry engagement – a new partner program targeted at the ICT industry, which will offer training and accreditation for technology providers and local consultants to educate business customers about what they need to do to connect to the new network as well as information on applications which can support their business over fast broadband.
• Tailored pricing – increased flexibility on NBN Co’s wholesale business products* with a new capped pricing model designed to increase competition in the market.
• Business education campaign – a new integrated communications program launched this week, which aims to educate Australian businesses on how to connect as well as the impact of the nbn™ access network on important business services such as EFTPOS, ATM and fax machines.
• Regional business boost – introduction of wholesale fixed wireless and satellite enterprise products on the nbn™ access network to be launched in 2018 with the aim of helping regional businesses increase efficiencies and access new markets.

NBN Co’s Chief Customer Officer – Business, John Simon, said:

“We’ve been scaling our dedicated business team and working closely with service providers to optimise our processes and systems in order to lift the customer experience for Australian businesses connecting to the new network.

“Businesses often require a different level of service, which is why we’ve been developing custom-built wholesale product and service offerings and a targeted communications program in order to make the transition to the new network as smooth as possible.

“As the rollout continues to scale, we want to enable businesses of all sizes to embrace fast broadband and tap in to a whole range of applications such as high definition video conferencing and cloud-based tools, which were once only in the domain of larger organisations. 

“Connecting a business to the new network may take some time and preparation. With the rollout set to be complete over the next three years, we recommend businesses get in touch with their phone and internet provider as soon as possible to make a plan to move their services over to the new network.

“The rollout of the nbn™ access network is one of the most complex and ambitious initiatives to be undertaken in any telecommunications market across the world – we understand there is no silver bullet in improving the experience of people who connect to the network but we’re confident these new initiatives will boost the experience of businesses who sign-up.”

Council of Small Business Organisations of Australia (COSBOA) CEO, Peter Strong, said:

“In recent months, COSBOA has raised a number of concerns from our members with NBN Co regarding difficulties encountered by small business in securing reliable and affordable, high speed broadband services.

“We congratulate NBN Co on these customer service and product enhancements and believe that they will go a long way to addressing the problems being experienced by small businesses in Australia.

“COSBOA will continue to work cooperatively with NBN Co to enable small businesses in Australia to leverage the full benefits of the national investment in the nbn™ access network.”

For more information about NBN Co’s wholesale business products and services as well as how to connect to the network visit the NBN Co website.

Notes to editors

•   *NBN Co’s Traffic Class 2 product

About NBN Co:

• NBN Co is building a new and upgraded, fast wholesale broadband access network to enable communities across Australia to access fast broadband from their phone and internet provider. Our goal is to connect eight million homes and businesses by 2020.
• The rollout of the nbn access network sets the scene for one of the biggest transformations to Australia’s telecommunications industry involving retail service provider network upgrades and the establishment of a network to provide access to fast broadband to Australians.
• Connecting to the nbn access network is not automatic and is a process which may take some time and preparation. NBN Co is working with the phone and internet providers and industry to help them better understand who is responsible for which portions of their internet experience and what steps they can take in order to receive the best possible service.
• The speeds experienced on services over the nbn access network are determined by a range of factors such as the technology used to deliver the network as well as some factors outside our control like equipment quality, software, broadband plans, signal reception and how your phone and internet provider designs their network.
• Fast broadband like that delivered via nbn access network can provide a range of benefits for Australian businesses such as opportunities to work from home, drive efficiencies and lower operating costs.