Press Release

Westnet named as No. 1 ISP for customer service
4th year in a row

Westnet has been named as the number one internet service provider (ISP) for customer service in the Australian Broadband Survey for the fourth consecutive year. The survey was conducted by broadband consumer forum WHIRLPOOL to measure the performance of broadband providers in Australia.

Over 20,000 broadband users completed the survey in which Westnet was named as the best performing internet service provider for customer service, adding to the premier customer service accolades it received in the 2003, 2004 and 2005 surveys.

"The Australian Broadband Survey provides a valuable customer perspective of our broadband service and that of our competitors in the marketplace. We regard it as a significant portrait of the views and opinions of Westnet broadband members. It is highly rewarding to know that the importance we place on customer service ideals appears to have been successfully delivered upon and recognised by our members," said Westnet Managing Director Peter Brown.

Westnet rated extremely well in the 2006 survey in areas relating to service delivery, highlighted by key statistics below. Of the Westnet customers who completed the 2006 Australian Broadband Survey:

• 50.1% indicated they were recommended Westnet by a friend, the highest figure of any ISP. The survey average was 32.3%.
• 35.2% stated that when they called Westnet Technical Support they waited less than a minute to speak to a representative, the best of any ISP. The survey average was 13.3%.
• 47.4% stated that their technical support issue was resolved within minutes, against an overall survey average of 28.5%. Westnet was again was the best performing ISP in this area.
• 75.4% of Westnet customers described the company's service as excellent. This was the highest of any ISP and well above the survey average of 31.3%.
• When asked what they like about their service provider, 79.1% indicated reliability (second highest ranked ISP) against a survey average of 64.4%.
• When asked what they like about their service provider, 81% indicated they liked Westnet's customer service, the highest of any ISP in the survey, against a survey average of 37.3%.

Brown stated the survey results reaffirmed Westnet's standing as the industry leader for service and illustrated the Westnet brand was fast becoming synonymous with commitment to customers.

"Given the importance an internet connection now plays in people's lives, making it reliable with a high standard of customer service is becoming critical to households," said Brown.

"We believe customer service is a product in itself that is key to many consumers when choosing an ISP. Maintaining our quality of service is equally as important to our members as maintaining the technical performance of our product and technologies," added Brown.

About Westnet

• Westnet is one of Australia's largest privately owned telecommunications service providers with a business model driven by customer service.
• 72% of Westnet's 400 total staff are in customer facing roles.
• Westnet currently has approximately 176,000 internet, 18,000 phone and 11,000 hosting services.

For further information please contact:

Dan Scott
Marketing Manager
Phone: (08) 6263 6300
Mobile: 0415 240 970
Fax: (08) 6263 6366
Email: dan.scott@staff.westnet.com.au
Web: www.westnet.com.au

Gerard Brancato
Online Content Editor

Phone: (08) 6263 6300
Mobile: 0412 233 879
Fax: (08) 6263 6366
Email: gerard.brancato@staff.westnet.com.au
Web: www.westnet.com.au