Customer Service Guidelines

Ben Fairless made this Freedom of Information request to NBN Co Limited

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From: Ben Fairless


Dear NBN Co Limited,

Can you please provide:
1. The most recent document which details the current call flow for inbound calls to the NBNCo's Customer Facing Number - 1800 687 626. This document will generally show all available options and what happens when those options are pressed, and will detail how the call queue works outside of business hours.

2. A copy of any customer service guidelines provided to NBNCo staff and contractors, including those in the Social Media Team

3. Any scripts, favourites, suggested wording or other comments that are used by the NBN Social Media team to answer queries.

4. All processes related specifically to the handling of matters on Social Media.

Happy to receive this information under Administrative Access, otherwise please consider it as a formal request under the Freedom of Information Act.

Yours faithfully,

Ben Fairless

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From: David Mesman
NBN Co Limited

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Mr Fairless – Please find a letter, requesting that you clarify the terms
of your FOI application.
I’m happy to discuss this letter and to provide guidance on clarifying the
Best, djm.
David J Mesman
General Counsel │FOI, Privacy & Knowledge Management
Corporate Advisory and Systems Engineering & Operations Legal Team
E [1][email address]
Level 11, 100 Arthur Street, North Sydney NSW 2060
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