1. Editorial
2. Rotary update
3. Useful information
4. Payment
5. Improving into the future
6. Western Australian Internet Association

Editorial

The Internet is a service industry, and as such we must always be mindful of providing a high quality service to our clients. In this newsletter we outline some of the steps we are taking in order to continue to improve on our service, so that our customers make enjoyable and productive use of the Internet.

As always, we appreciate your custom and hope you continue to enjoy and value the Internet as much as we do.

Useful Information

Additional information you'll find on the site includes our mailing list page. This tells you how to subscribe to many of the mailing lists our system serves on the Internet. One that you may find interesting is the "status" mailing list, which mails its subscribers network issues such as downtime and other relevant network matters. This information is also on our newsgroup "iinet.netstatus".

We have a new "corporate" web site called discover.iinet.net.au. It contains a sample of newspaper articles which have appeared in the media referenceing iiNet and the Internet. "Your iiNet Team" gives you a little more information on some of the people working behind the scenes for you at iiNet. (We haven't got our valued support staff in the pictures - there wasn't enough room on the screen!)

Payment

In order to keep prices down and ensure that everyone receives notice, we have decided to send reminder notices via email. If a seven day account is twelve days overdue, a reminder will be sent via email. The account will automatically be suspended three business days later.

This system has been implemented to decrease the considerable amount of resources we were having to allocate to our accounts receivable department. The new system should enable us to divert those resources instead to providing a better Internet service for all our customers.

Of course, if you are having trouble paying, please let us know, and we'll be happy to make exceptions in special circumstances. We honestly don't want to inconvenience anyone either!

Businesses and government departments may also apply for 30 days credit.

Improving into the future

• Over the past year, we have been implementing Quality Assurance to ISO 9002. Quality Assurance is all about the provision of a consistent, high quality service. All the staff at iiNet are firmly dedicated to the achievement of this goal, and welcome any suggestions for improvement.

• All our staff have been undergoing Customer Service Training, provided by the Chamber of Commerce and Industry, so we can better understand your needs, and provide workable, efficient solutions.

• We have added extra staff and resources to our support team, which will mean faster responses to both telephone and email support enquiries.

• The last 96 modems we have added in the past month and a half have been 33k6 enabled, meaning those with such modems can acheive faster connections.

The meeting will be held at the UWA Student Guild building, at 7:15pm.