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PostPosted: Mon Oct 19, 2009 1:07 pm 
Bronze Member
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Joined: Fri Jul 14, 2006 8:05 pm
Posts: 126
Adjustments to the aaNet business model

Since its inception, aaNet has always strived to achieve a single minded objective; to provide great value broadband services at the lowest possible price. From nothing but an idea and boundless enthusiasm, within a few short years aaNet has matured to become a significant part of the Internet industry in Australia.

This has been achieved through the dedication and energy of an amazingly small team of as few as five individuals, who have worked exceptionally hard to do what a “normal” ISP would require thirty staff to achieve. It has also been achieved by cutting out everything which was not regarded as absolutely core to broadband Internet. aaNet customer support has traditionally only been available during business hours (9:30am - 6:30pm AEST), 5 days a week, and was delivered almost exclusively online via email and user forums. Most of the things that a customer of another ISP might expect to receive as part of their basic service have been either unavailable, or charged as extras, such as having a password re-set. aaNet has been a basic bare-bones Internet provider.

Our earliest members were technically savvy people who were excited to be able to access a basic ADSL services without paying for all of the usual customer service delivered by other ISPs. They recommended aaNet to their friends, family and colleagues. aaNet has grown by word of mouth. While this initial approach has allowed aaNet to grow rapidly, our customer base has evolved to the point where basic levels of support are no longer suitable for the majority of our members.

Likewise the market has changed. One of the secrets to aaNet’s success in keeping costs low was that its rapid growth helped to fund its ongoing operations. Now that the Internet market is maturing, that growth rate is slower and cannot sustain the same aggressively low pricing.

Over the next month, aaNet will be adjusting the pricing of our broadband ADSL1 plans as a necessary measure to support our ongoing commitment towards achieving industry leading standards in customer service for our members. These benefits include:

Extended telephone contact hours:

• Contact Number: 1300 665 076
• Monday - Friday: 8am - 11pm (AEST)
• Saturday - Sunday: 9am - 9pm (AEST)

Additional benefits:
• Removal of our password reset fee (saving you up to $25.00)
• An additional 2GB of peak quota to use on your current plan
• aaNet is constantly expanding the coverage of our ADSL2+ services
• Access to convenient online support and account management facilities with at least 99% availability
• aaNet is committed to answering 90% of calls within 2 minutes
• aaNet aims to respond to 90% of email requests within 2 business hours

aaNet is strongly focused on maintaining many of the elements which you have come to value, while directly addressing the feedback and suggestions we have received from our members.

We realise that while such changes may not be popular with some of our users, we are confident that the majority of our members will welcome our improved customer service standards. However should these changes adversely affect you and you are currently contracted to aaNet, we will also waive any early termination fees for the next 42 days.

The price adjustment communications have been emailed to all of our members who may be affected. If you have any queries regarding these changes, or require any further assistance, please feel free to contact the aaNet accounts team on 1300 665 076 or email us using the following online contact form - http://www.aanet.com.au/payments.

Admin edit : Please use the following thread for discussion... viewtopic.php?f=18&t=16262


John Lane
aaNet Communications
A division of Eftel Ltd (ASX: EFT)

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