- Customer service is still top draw for complaints
- Offshoring necessary, can bring benefits
- Some providers keep all its services in Australia
Choosing an NBN provider can feel like navigating a maze of options. While finding the best price and contract is straightforward, selecting the right customer service can be challenging.
Having a support team that genuinely listens can make all the difference. In fact, 66% of Australians are willing to pay extra for Australia-based customer service. Finding a provider that can offer you support in the same time zone is often more important to customers than anything else.
Major providers use a blend of onshore and offshore support, so don't automatically assume you're dialling overseas. However, it's worth noting that many call centre employees in Australia come from other countries, a trend seen across various industries.
Which NBN providers have Aussie call centres?
There are quite a few providers in our database that have decided to keep its call centre operations local, which include:
- Aussie Broadband
- Superloop
- Optus
- Telstra
Aussie Broadband
Aussie Broadband is known for its Australian focus, with all customer service centres based in Victoria.
It’s been in Australia for over 17 years and it has won several awards for its service, including the Roy Morgan 2020 Australian Service Excellence Awards Customer Service Organisation of the Year (Large Business).
Aussie Broadband can be contacted on 1300 880 905, available from 9 am to 12 am AEDT, seven days a week.
Superloop
Superloop is known for its innovative broadband and strong network, directly linked to the NBN. It offers tailored solutions with its Australian-based support team in Sydney. Superloop provides various customer support options, including extended phone hours and dedicated email lines for sales and billing.
Superloop's local initiatives in Australia include the Digital Farm project in Western Australia, investing $1 million with the state government for rural digital infrastructure. It also launched an Online Learning Plan to support online education during COVID-19.
You can contact Superloop at 1800 101 210, available from 8 am to 10:30 pm ACDT, seven days a week.
Optus
Optus has customer support centres here in a number of locations – Adelaide, Melbourne, Sydney, India and Philippines – all providing support online and over the phone.
Optus stores are widely scattered around the nation, providing face-to-face account administration for those who don’t want to wait on the phone.
Telstra
Telstra started with a policy of keeping ‘customer facing staff’ in Australia, but slowly, these jobs have been drifting to the Philippines as well.
Escalations are usually transferred to Australia, and Telstra still maintains several call centres and other back-office staff roles all over Australia.
Telstra Shops have become adept at handling customer complaints and enquiries as well.
Contact Compare Broadband
If you’re looking to switch providers to one that offers Aussie-based support, the best thing to do is contact our team today.
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