Follow the Sun

As part of our commitment to customer service, we've adopted a 'Follow the Sun' methodology for our staff. The concept is simple - regardless of the time of call, our support lines will be answered by a representative operating within local, agreeable working hours, ensuring continued high levels of service at all times.

To make this a reality, we now operate across four time zones with customer service centres in Perth, Sydney, Auckland and Cape Town. This lets us offer more acceptable working hours to our staff, and in turn present a consistent level of service to the customer.

Click on the faces above to learn more about our customer service centres.

Cape Town
Our Cape Town line up helps make our Follow the Sun ethos a reality. Live since October 2008, our Cape Town operation runs from 9am through to 8pm (in local South African time, GMT+2). This means the sun is still shining for our 150 trained iiNet staff on the southern tip of Africa, when it's the wee hours of the morning for most customers across Australia.

Cape Town is rated one of the friendliest cities in the world. If you're ever over for a visit, our Cape Townies reckon you'll need to give a Gatsby a go (a giant French loaf stuffed with hot chips, French polony and greens). It's more or less an equivalent to our humble meat pie - well, almost.

Cape Town is also working its way up in the global green ranks, making an appearance on The Ethisphere Institute's list of top ten cities most likely to become a global sustainability centre by 2020.

Perth
The iiNet Helpdesk started taking calls back in 1997 with a total of four staff. Just over a decade later, our Perth call centre now staffs over 200 customer service reps who play pool and Guitar Hero on their breaks.

Perth operates from 6am to 2am (WST GMT+8), 7 days a week. Our Perthies drink about 2000 cans of Coke a month, a spend of nearly $30,000 a year to stay refreshed on the job.

Perth is the most isolated city in the world and is the only place where you'll find a quokka.

Sydney
iiNet's Sydney office is a self-supporting site with its own HR, Training, IT and Workforce Management teams. 95 customer service staff answer calls from 6am through to 11pm (EST GMT+10) from their Herman Miller Aeron chairs, a comfortable relic of iiNet's acquistion of OzEmail back in 2005.

Sydney is home to 4,284,379 people and 29 Krispy Kreme Doughnut stores scattered across the State. There are seven Stephens, five Stevens and three Steves currently working for iiNet, though none of them work in Sydney.

Auckland
Set up as a stand-alone iiNet call centre in October 2005, our Auckland call centre team took its first calls as part of the iiNet Virtual Call Centre (VCC) in February 2006.

Auckland operates from 6am to 2am, Monday to Friday and 6am through to 11pm on weekends (New Zealand GMT+12). Perthies calling the iiNet VCC from 2am to 6am, are most likely to wind up having a natter with one of our Kiwi counterparts running the WST graveyard shift.

At last count, we had 19 different countries represented in our 140 strong Auckland call centre - including Russia, Argentina, Korea, the Philippines, Tibet and of course New Zealand. There's even a token Australian.

Our New Zealand friends sometimes like to eat the kiwi fruit like an apple, skin on and all.