iiNet’s commitment to customer service defies trend
4 May 2011: iiNet welcomes news that customer complaints to Australia’s second largest DSL broadband provider have reduced over the past quarter despite a 31 percent increase across the industry.
Responding to the release of quarterly complaints figures to the Telecommunications Industry Ombudsman (TIO), iiNet Chief Customer Officer, Maryna Pienaar, said iiNet's complaints were moving away from the wider trend.
"iiNet's success has been built on a foundation of customer focus and a unique service culture so any reduction in complaints in this climate is a step in the right direction," Ms Pienaar said.
"We don’t pretend that we always get it right, so we’re continually looking for new ways to improve the customer experience with a commitment to managing customer credit issues on a personal level.
"With more and more people making regular use of the technologies now available including broadband, smartphones, mobile phones and subscription TV, it was widely predicted that the industry would see an increase in complaints.
"We all need to look past the handling of complaints, to the reasons causing the complaints in the first place. It would be fantastic to have the TIO working with ISPs and Telcos to tackle the underlying issues,” Ms Pienaar concluded.
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