Optus CEO details ‘NBN champion’ program to combat migration woes

Optus says it is working to improve the experience of migrating to the NBN, with the telco’s CEO, Allen Lew, today revealing details of an initiative to smooth the transition to the new network.

In notes prepared for an address to ACCANect, the conference of the Australian Communications Consumer Action Network (ACCAN), Lew revealed that the telco has invested “tens of millions of dollars” in the “Optus NBN champion” program.

The program is designed to address a range of frustrations encountered by customers during the migration to the NBN. Those include confusion caused by the hand-off between sub-contractors, NBN Co and retail service providers (RSPs), struggles with installation and chasing answers to questions, lengthy activation processes, and a lack of visibility of the process for customers.

“We are proactively reaching out to existing customers who are migrating to the NBN to reassure them that one person will manage their order from receipt right through to completion and for the first 30 days of activation,” Lew said.

“This isn’t a promise to do; we have been embedding this since May and slowly building scale so that we can offer it to all our customers.”

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