To be a successful business in the digital age, you not only need the right tools to get the job done, you also need great customer service and support when change or challenges emerge.

At NBN Co, we know that businesses require an exceptional level of service. That’s why we have been working hard over the last 18 months to launch our Business Sales and Marketing unit. This unit has developed a suite of custom-built wholesale products and services to help get businesses onto the nbn™ access network and make the most of the potential fast broadband services can help unlock.

Today, we are unveiling our latest additions to this collection of business-grade services with the opening of a state-of-the-art Business Operations Centre, and the launch of new processes and customer-service initiatives to help streamline business connections to the nbn™ access network.

The new Business Operations Centre (based in Melbourne’s Docklands) will be the ‘nerve centre’ of our customer service and support initiatives for business customers. With a dedicated team of more than 100 service experts, this operations centre will be the ‘one-stop shop’ to support the needs of business end customers migrating to and using the nbn™ access network.

Tailored business services

We recognise many businesses have mission-critical data requirements which is why we currently offer enhanced service levels to ensure we can support internet providers to address faults quicker and keep operations running smoothly – these new service enhancements will further increase our ability to deliver a good outcome for businesses on the network.

In addition to the establishment of this operations centre, we have also launched a range of new tailored services for business end customers to help provide a smooth transition onto the nbn™ access network.

These include premium appointments, whereby businesses can base appointment times on their specific operating hours. This is intended to both reduce disruption and increase certainty for businesses, in terms of customers and business operations.

Next, there’s business-grade workforce training. This initiative is designed to improve ‘right the first time’ installations and, in the event of faults on the nbn™ access network, the restoration of business services.

There’s also enterprise service-delivery management. By bringing together NBN Co, a business end user and their internet provider to deliver a coordinated transition plan, multi-site business migrations onto the nbn™ access network will be simplified.

Facilitating simpler business

We expect these new initiatives will help us, our field technicians as well as phone and internet providers to meet the unique needs of businesses across the nation. We believe they will improve the installation process, result in faster restoration times for mission-critical services and help us to better manage troubleshooting issues faced by businesses as they move onto the nbn™ access network.

In addition to these new business-grade offerings, later this year we are also planning to launch a wholesale broadband service that is designed to deliver symmetrical speeds of close to 1Gbps*. We will also launch a wholesale nbn™ Business Satellite Service designed to support online applications such as videoconferencing and cloud-based services for rural and remote businesses in Australia.

All of these new offerings are on top of a range of wholesale products we have progressively launched over the last 18 months, including high-speed capabilities, symmetrical bandwidth, enhanced service-level agreements and technology upgrades (where required and available).

The launch of these new services is representative of our commitment to meet the business community’s demands for high-quality service and should provide the peace of mind that NBN Co will be there to help these businesses stay connected. 

^ Fair Use Policy and shaping apply. To proactively protect and ensure the fair access to the nbn network for all users, nbn may from time to time, at its discretion, shape the following activities to maximum wholesale upload and download speeds of 256kbps; uploads and downloads via peer to peer; uploads and downloads to cloud storage platforms; PC and smartphone operating system updates; software/application updates; gaming software updates; any other traffic related to applications which nbn cannot identify. Other activity that nbn considers may cause adverse network impacts may also be added to the above list to be shaped, including streaming video and VPN.

* Regardless of the bandwidth profile for the service an end customer acquires from their service provider, it will operate at less than 1000 Mbps and no more than 952Mbps because of normal equipment and network limitations. In addition, an end customer’s experience, including the speeds actually achieved over the nbn™ network, depends on some factors outside our control (like their equipment quality, software, and how their service provider designs its network). If an end customer’s service provider has not selected Class of Service High, speeds the end customer experiences may be affected by contention on the nbn™ network, particularly in busy periods.

Updated on 22 September 2020