A new team of community relations professionals will improve regional and remote customers’ experience of connecting to the National Broadband Network (NBN), the company behind the rollout said.
nbn said the nation-wide team ‘nbn local’ team would help solve any local problems, and educate residents and businesses about the status of the network, what they needed to do to connect and what choices they had when switching over.
The would also spend time on the ground, including in the Central West, and 74 per cent of network engineers would be based in key regional hubs around the country.
“The creation of the nbn local team is another step in our ongoing commitment to improve the customer experience with the nbn access network,” nbn local general manager Peter Gurney.
“We understand that local communities have unique telecommunications needs.
“With the regional rollout in full swing, it is more important than ever we continue to educate local communities on the status of the rollout, what they need to do to connect as well as how to resolve any issues.”
Retail service providers should always be the first point of contact for any resident or business having issues with their broadband connection, Mr Gurney said.
But he said the local team would work with local stakeholders and community groups to help ensure local problems were identified early and addressed.
The NBN is more than two-thirds built in regional Australia and continues to gather momentum with up to 100,000 new properties being added to the national footprint each week.
“nbn has always had dedicated teams around the country, focused on improving the customer service experience for regional and rural Australia,” Mr Gurney said.
“In order to continue our success in the next phase, we have boosted our resourcing in this area in order to focus on improving customer experience.
“Strong headway is being made across the industry but as we further transition to an nbn-enabled nation we know there is more to be done.”