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CSIA FOCUS
How Aussie Broadband become a customer service hero Now a household name, Aussie Broadband had its beginnings in the loungeroom of a home in Morwell, Victoria, more than 17 years ago. Today it’s the fifth largest provider of NBN services across Australia, and regularly takes home accolades such as being named winner of the Customer Service Organisation of the Year – Large at the 2021 Australian Service Excellence Awards and Service Champion (runner up) for Customer Service Project of the Year – Service Innovation. And while theirs isn’t quite an ‘overnight’ success story, Aussie Broadband has nailed the winning formula of being a trusted telco provider as well as an outstanding employer and a customer service hero.
Janet Granger-Wilcox, General Manager Corporate Affairs at Aussie Broadband, says it’s their people that give Aussie the edge. “We have always followed the philosophy that if our staff are happy, our customers will be happy,” she says. “We look for staff who can first and foremost align with our values (don’t be ordinary be awesome, think big, no bullsh*t, be good to people and have fun),” she says. “That willingness to use our values at every level of the business is why our team is so successful. We have a cutting-edge inclusion program helping staff to bring their whole selves to work if they choose, we encourage experimentation without blame, we set and
