Follow the sun

As part of our commitment to our people; we've adopted a 'Follow the Sun' methodology for our customer service operations. The concept is simple - regardless of the time of your call, our support lines are always answered by a representative operating within local, agreeable working hours.

To make this a reality, we operate across four time zones, with customer service centres in Perth, Sydney, Auckland and Cape Town. With no staff working any later than 8pm in their local time zone, we're able to deliver outstanding customer service at any time of day or night.

Click on the faces above to learn more about our customer service centres.

Cape Town
Our Cape Town line up helps make our Follow the Sun ethos a reality. Live since October 2008, our Cape Town operation runs from 6am through to 8pm (in local South African time, GMT+2). This means the sun is still shining for our 220 trained iiNet staff on the southern tip of Africa, when it's the wee hours of the morning for most customers across Australia.

Cape Town is rated one of the friendliest cities in the world. If you're ever over for a visit, our Cape Townies reckon you'll need to give a Gatsby a go (a giant French loaf stuffed with hot chips, French polony and greens). It's more or less an equivalent to our humble meat pie - well, almost.

Cape Town is also working its way up in the global green ranks, making an appearance on The Ethisphere Institute's list of top ten cities most likely to become a global sustainability centre by 2020.

Perth
The iiNet Helpdesk started taking calls back in 1997 with a total of four staff. Just over a decade later, our Perth call centre now staffs over 580 customer service reps who play pool and Guitar Hero on their breaks.

Perth operates from 6am to 8pm (WST GMT+8), seven days a week. Our Perthies drink about 2000 cans of Coke a month, a spend of nearly $30,000 a year to stay refreshed on the job.

Perth is the most isolated city in the world and is the only place where you'll find a quokka.

Melbourne
iiNet's Melbourne office opened its doors to iiNet customers in 2010 and became resident neighbours to our iiNet Sydneysiders. With 180 call centre staff and their very own HR department, our Melbourne contact centre staff are ready to take your calls from 8am-8pm on weekdays and from 8.30am-5pm (EST GMT+10) on weekends.

Unsurprisingly, our Melbourne staff have been voted the most stylishly dressed and have the highest calcium levels due to their addiction to fancy takeaway coffee - orange mocha frappaccino anyone?

Sydney
iiNet's Sydney office is a self-supporting site with its own HR, Training, Business Improvement and IT staff. Our NSW-based customer service staff answer calls from 8am through to 8pm (EST GMT+10) from their Herman Miller Aeron chairs, a comfortable relic of iiNet's acquisition of OzEmail back in 2005.

Sydney is home to 4,575,532 people and 11 Krispy Kreme Doughnut stores scattered across the State. Sydney continues to rank in the top ten of The Economist's 'World's Most Liveable Cities' survey.

Auckland
Set up as a stand-alone iiNet call centre in October 2005, our Auckland call centre team took its first calls as part of the iiNet Virtual Call Centre (VCC) in February 2006.

Auckland operates from 6am to 8pm seven days a week (New Zealand GMT+12). Customers calling the iiNet VCC from 2am to 6am are most likely to chat with one of our Kiwi counterparts running the WST graveyard shift.

At last count, we had 19 different countries represented in our 140 strong Auckland call centre - including Russia, Argentina, Korea, the Philippines, Tibet and of course New Zealand. There's even a token Australian.

Our New Zealand friends sometimes like to eat the kiwi fruit like an apple, skin on and all.