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As Australians continue to tighten their belts amid challenging economic times, exemplary customer service is the key for businesses striving to maintain loyalty and stand out in a competitive market. After price considerations, poor customer support is the most common reason why Australians switch internet providers, according to CHOICE Magazine’s Internet Provider Satisfaction survey. Notably, the most prevalent complaint that Australians have about their internet provider is “No or delayed action by provider”, accounting for 63 per cent of complaints to the Telecommunications Industry Ombudsman in 2023-24. “With Australians relying heavily on internet access for work, study and everyday life, the impact of outages and poor service has increased,” Luo says. “When there’s an issue, everyone is affected, so timely and truly effective solutions have never been more valuable. “This is a major differentiator in the market, and even the largest telcos frequently fall short in this regard.” Transforming the ISP experience This increased focus on customer service has led the way for emerging powerhouses to change the way people view the telco industry. Customers no longer have to accept long waits and ineffective solutions from their current ISP, and they are looking elsewhere. Established in Sydney in 2016, Occom distinguishes itself as a top-rated Australian ISP, with a 4.9-star rating on Google. Its number of reviews surged by 50 per cent to over 9000 in the last 12 months while maintaining an impressive rating. Occom’s commitment to exceptional customer service has earned it high placements on the 2024 AFR Customer Champions list, while its rapid growth has secured consecutive listings in the AFR Fast 100. “A strong customer focus directly translates to long-term shareholder value,” Luo says. “Our customer-centric approach of consistently exceeding expectations has fuelled our growth, and demonstrated significant market share expansion.” Occom’s dedication to service begins with prompt 24-hour activation and onsite support across Sydney, Melbourne, Brisbane, Canberra and Adelaide, with onsite support coverage recently extending further into suburban areas. Occom connects with small footprint fibre carriers to deliver extensive geographic coverage beyond what most ISPs offer, eliminating wait times and connection issues among some other providers. Once customers are up and running, service levels extend to answering 85 per cent of support calls within 17 seconds and a strong focus on first-time resolution. Customer-focused innovation In a multicultural country such as Australia, people who speak a language other than English particularly struggle to get a satisfactory resolution to cases lodged with their provider, according to data compiled by the ombudsman. To address this, Occom offers support in English, Mandarin, Cantonese, Hindi and Malaysian, connecting with customers through platforms including WhatsApp, Facebook Messenger, iMessage and WeChat, as well as the traditional channels. This extends to supporting popular international payment options such as WeChat Pay, Alipay and UnionPay. “Beyond responding quickly, empathy is key for delivering outstanding customer service,” Luo says. “When someone contacts their provider due to an internet issue, they’re already frustrated,” he says. “Ensuring customers feel heard and understood is a crucial element in our training, as it goes a long way in easing their frustration while we work to resolve their issues.” A growing pain point for Australian gamers is high latency. Occom addresses the universal demand for lower latency by optimising its game tunnel. This focuses on reducing ping times and improving connection stability to both local and international gaming servers. The innovation has seen Occom consistently achieve top rankings in ping and packet delivery from operators of popular titles like League of Legends, giving players a competitive edge in the space. Occom’s strong focus on customer service and onsite support extends to its work with NDIS providers to ensure reliable internet access for Australians with disabilities. “Many NDIS providers have switched to Occom due to disappointment with the level of support their clients had received from other ISPs,” he says. “This is just some of the many situations that Australians have to deal with. “We take proactive steps to identify as many pain points as possible and resolve them, continuously optimising our products to better fulfil customers’ needs.” People may compare prices, but it’s the feeling of being valued and supported that ultimately determines which provider a customer chooses, and stays with. To learn more, visit occom.com.au/

Published on: 20-03-2024 Occom recognised as the Leading Australian Consumer Telco in the Financial Times High-Growth Companies Asia-Pacific 2024 List Occom, a pioneering force in Australia’s telecommunications sector, is honoured to announce its ranking as the highest-ranked Australian consumer telco in the prestigious Financial Times, in conjunction with Statista, High-Growth Companies Asia-Pacific 2024 list. This recognition marks the second consecutive year Occom has been featured, underscoring its sustained excellence and leadership in innovation and customer service across the region. The Financial Times and Statista’s annual list celebrates the most dynamic and high-growth companies across the Asia-Pacific, highlighting businesses that are at the forefront of their industries. The ranking is determined based on revenue growth between 2019 and 2022, reflecting the adaptability, resilience, and visionary approach of the featured companies. “Occom’s inclusion on this distinguished list for the second year in a row is a testament to our team’s hard work, dedication, and innovative spirit,” said Philip Luo. “As a highly-ranked Australian consumer telco, we’re proud to lead our industry forward, continually pushing the boundaries to deliver exceptional value and service to our customers.” Over the past three years, Occom has implemented a series of strategic initiatives aimed at enhancing its service offerings, with a focus improving customer experience in an industry known for bad service. These efforts have significantly contributed to the company’s rapid growth and its ability to meet the evolving needs of consumers and businesses alike, reflected in its 4.9/5 rating on Google. This prestigious recognition comes at a time when Occom is expanding its reach and developing new solutions to address the challenges of the digital age. Looking ahead, Occom remains committed to its mission of connecting people and businesses with innovative telecommunications solutions that are accessible, reliable, and of the highest quality. “We extend our heartfelt gratitude to our employees, customers, and partners for their unwavering support and trust in us. This achievement is a collective success, and we look forward to continuing our journey of growth and innovation together,” added Philip. OCCOM—Optical Communication Expert Occom is an Internet service provider dedicated to delivering faster fibre and mobile services and faster support. Occom has been praised by tens of thousands of satisfied residents and businesses, and our products have attained commendation from industry experts. As one of the fastest growing telcos endorsed by top global and Australian financial media, Occom has set the bar for exceeding Aussies’ expectations towards customer service. Occom’s young, passionate and professional team will keep on pushing the boundary for what is possible in the future. Tel：1300 200 999

Published on: 12-12-2023 As Australian businesses and consumers grow frustrated with their telecommunications providers, amid service disruptions and slow speeds, responsive customer support stands out as a driving factor behind customer satisfaction. While overall complaints to the Telecommunications Industry Ombudsman (TIO) were down 10 per cent in the first quarter of 2023-24, compared to the previous quarter, the number of unresolved cases leapt 20 per cent as Australians struggled to get satisfactory service from their telco. Unresolved cases rose by 20 per cent in the first quarter of 2023-24, according to official figures, adding to the frustrations of customers. “No or delayed action by provider” accounted for more than 70 per cent of all TIO complaints, 45 per cent of escalated complaints and 46 per cent of unresolved complaints, remaining one of the most difficult issues for telco customers to address even after engaging the ombudsman. Customers Left Hanging At its annual member forum in November, the TIO also reported that language barriers can further increase this frustration, as non-English speaking customers struggle to convey the problems they are facing and get issues resolved by their internet service provider. Unresolved internet outages leave people disconnected and businesses in disarray, with the impact extending from point-of-sale outages to transport disruption. Customer dissatisfaction is not only due to the shortcomings of connection technologies but also the lack of initiative and transparency from their service providers, says Philip Luo, CEO of Occom, one of Australia’s highest-rated internet service providers. Luo established Occom in Sydney in 2016 with the clear intention of exceeding Australian expectations when it came to customer service. “Incident and customer service response times generally tend to be slower in Australia compared to what is considered standard across the world,” Luo says. “In other countries, especially in Asia, issues are typically addressed and resolved within hours of reporting. “After a thorough examination of Australia’s technological landscape and support offered by local service providers, we identified an opportunity to effectively rectify customer experience issues by implementing a comprehensive, multi-lingual and omni-channel support platform.” Connectivity Adding to Frustration Another factor driving business and consumer dissatisfaction is the speed and reliability issues of NBN connection technologies such as fibre to the node (FTTN) and fibre to the curb (FTTC), which still rely on sections of the old copper telephone network. TIO complaints are down from their levels at the height of the rollout of the national broadband network, which saw some businesses and homes left without fixed-line services for months as NBN Co worked to bed down the multi-technology mix’s array of last-mile connection technologies. Customer complaints at the height of the NBN rollout were not just due to technical issues but also the red tape which saw homes and businesses left in limbo – with no one wanting to accept responsibility for restoring their previous service while they waited for the NBN connection issues to be rectified. NBN Co’s offer of a full Fibre to the Premises (FTTP) upgrade, available to many homes and businesses currently relying on FTTN and FTTC, is helping address some customer issues when it comes to connection faults, as well as internet speed and reliability. NBN Co is on track to offer the upgrade to up to 10 million homes and businesses by the end of 2025, covering 90 per cent of addresses across the country. “While upgrading more businesses and homes to FTTP will fix some speed and reliability issues, the upgrade fails to rectify the pervasive challenge of sub-par customer service that plagues the experience of countless Australians,” Luo says. Demanding a Better Service Occom stands out as a top-rated Australian internet service provider (ISP), evidenced by more than 6000 5-star Google reviews, and total reviews averaging 4.9 out of 5 stars. Its rapid growth and commitment to exceptional service have earned it consecutive listings in the AFR Fast 100 in 2022 and 2023. Occom’s average wait time to speak to a support team member is 17 seconds, with around 80 per cent of calls answered in under 20 seconds. This extends to swift response times and resolutions for business customers who cannot afford disruptive connectivity issues. It prioritises responsive customer service through WhatsApp, Facebook Messenger, iMessage and WeChat – as well as the traditional support channels – offered in English, Mandarin, and Cantonese. Hindi, Korean, Malaysian and Japanese. Traditionally, Australians are reluctant to move away from a brand they have always been with, and this is particularly evident in the telecommunications industry, Luo says. This hesitation to switch, despite ongoing dissatisfaction, suggests a gap in consumer awareness of available alternatives. He advises businesses and consumers to look for service providers that meticulously push for solutions and excel in delivering exemplary customer service marked by unparalleled attention, responsiveness, and satisfaction. While ongoing challenges in Australia’s internet and mobile services remain, Luo says there are companies committed to supporting all customers by swiftly resolving issues. The communications landscape is evolving, with a growing emphasis on accountability and solution-oriented approaches. “More Australians are recognising the benefits of engaging with customer-centric service providers,” he says, “where the emphasis is not just on competitive pricing, but also on rapidly addressing and resolving issues, thereby significantly enhancing the overall customer experience.”. “This focus on service quality, which is increasingly recognised in the market, may prompt consumers to look beyond traditional options and consider the benefits of making a switch. Copyright ownership belongs to AFR (Australian Financial Review), All rights reserved OCCOM—Optical Communication Expert Occom is an Internet service provider dedicated to delivering faster fibre and mobile services and faster support. Occom has been praised by tens of thousands of satisfied residents and businesses, and our products have attained commendation from industry experts. As one of the fastest growing telcos endorsed by top global and Australian financial media, Occom has set the bar for exceeding Aussies’ expectations towards customer service. Occom’s young, passionate and professional team will keep on pushing the boundary for what is possible in the future. Tel：1300 200 … Read more

Published on: 05-12-2022 OCCOM is listed in the Australian Financial Review Fast 100 as one of the growth champions in the Australian market. Occom has achieved high growth based on high internet speeds, quick set up of your internet supply and excellent trouble shooting of internet services to provide their customers with great service. To help enable our customer service we have support in English, Mandarin, Cantonese and Hindi. Philip Luo, CEO of Occom adds “We are very proud and grateful for this recognition and our goal is to continue to provide and improve our services to our loyal existing customers and to also help us get new customers, both residential and business. In addition to getting the recognition from the AFR Fast 100 list Occom has also received the 2022 Mozo Experts Choice Award for internet service provider. We are also delighted to have a 4.9/5 customer satisfaction rating from over 4000 Google customer reviews. I would like to thank all our loyal customers for their support and to our team who are totally committed to giving our customers a great experience.  While delighted with our 2022 performance our goal is to continuously improve and to make your experience even better. Thank you.” About Occom – Occom aims to provide the fastest unlimited internet plans in the Australian market. Regardless of whether it is residential or business needs, our promise is to provide excellent and quick customer service so that you will accomplish your goals and succeed. Occom provides broadband services with unlimited internet deals, mobile SIMs, home phone services and routers for better Wi-Fi. Occom fibre internet plans are highly competitive, and it strongly values customer satisfaction. To browse our internet plans and learn more about unlimited WiFi plans, please visit – NBN plans & Opticomm plans OCCOM—Optical Communication Expert Occom is an Internet service provider dedicated to delivering faster fibre and mobile services and faster support. Occom has been praised by tens of thousands of satisfied residents and businesses, and our products have attained commendation from industry experts. As one of the fastest growing telcos endorsed by top global and Australian financial media, Occom has set the bar for exceeding Aussies’ expectations towards customer service. Occom’s young, passionate and professional team will keep on pushing the boundary for what is possible in the future. Tel：1300 200 999