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iiNet Managing Director Michael Malone Message from the Managing Director Welcome to the October 2003 edition of iiNews. This month we are celebrating iiNet's tenth birthday, an extraordinary milestone for any small business, but almost unbelievable for iiNet. As you all know, we started life as a small home business offering dial up Internet access in the northern suburbs of Perth in 1993. Today, in 2003 we find ourselves a listed company, proudly serving a quarter of a million people all over Australia and New Zealand. Most days, it seems difficult to believe that we have come so far.

Message from the MD News Corner Customer profile Inside the Contact Center Inside the staff room bliinky's game tips Competitions Site scan

iiNet could never have made it as far as we have without the significant contributions of many hundreds of staff who have been responsible for building the business into what it is today. It is these staff, both past and present, who have been responsible for making iiNet more than a dream. With over 200 dedicated employees here in Perth today, it is simply not possible to give each of them the kudos here that they deserve for the hard work they have all invested over the years. Of course, the people who really deserve credit for building this company are our customers. I know that this is a truism for any business, but for iiNet it means so much more than that. We have rarely advertised, and when we have it has never been as successful as the positive word of mouth referrals from our existing customer base. Our business exists and continues to grow and thrive today only because of these referrals from our customers. Our survival has always, and will continue to be built on your good will and ongoing support. It is our customers who pay our salaries, refer new business, contribute ideas on how to run the business better, and also regularly, bluntly, and promptly tell us when we get it wrong. Recently, in a national newspaper, a number of industry experts were asked for their opinion about iiNet. The response was consistent: those iiNet guys have built a terrific business on “customer care”, but in the real world, building a top 5 ISP is all about advertising and building a pervasive brand.

So taking care of customers isn’t enough. Since the day iiNet started, we’ve tried our hardest to deliver the best possible service. We don’t always get it right, but we get it right often enough that you have asked your friends to give us a go, over and over again. We have grown very fast in the past ten years this is true, perhaps a little too fast at times, but the reason our staff want to work at iiNet, the reason that that we all come to work every day and give 110%, is because we believe that taking care of customers is enough. It just has to be. Recently, we have merged with ihug, a business with a very similar history to our own. They started out small in New Zealand, and have grown on innovation, service and customer referrals. They have a “mad, important past”, which is reflected in the 170 “mad important” people they employ across Australia and New Zealand. I can’t wait to see what we will build together as we go forward. Once again, thanks to the staff, customers, observers, suppliers and many others who have gotten us to where we stand today. I sincerely hope you will all join us on our journey for another ten years. And year after year, I hope that the genuine efforts of our staff will inspire you to tell us when we get it wrong, and to tell your friends when we get it right.

AC Nielsen Poll ranks iiNet number 1 The latest results of the AC Nielsen poll of home Internet users ranks iiNet as having the highest level of customer satisfaction amongst all ISP’s in Australia. In the independent survey a massive 93 percent of customers expressed satisfaction with the level of service provided by iiNet. Ranked second was Austar with 91 percent, and OptusNet and Dodo have 87 percent of their customers reporting satisfaction with the service they receive. iiNet’s New Zealand partner ihug ranked a fantastic 84 percent in customer satisfaction. At iiNet our customers are our first priority, and we’d like to thank you for your support and voting us number one. Back to TOP

iiNet and ihug- a perfect fit iiNet has joined forces with New Zealand’s third largest Internet Service Provider ihug. The move will see iiNet and ihug form a customer base of more than 300,000 across Australia and New Zealand. iiNet Managing Director Michael Malone said joining with ihug was extremely exciting because of the similarity between the two organisations. “Both iiNet and ihug have similar backgrounds and objectives. Both businesses have been built on the back of a customer service focus and a diverse and affordable product range,” said Mr Malone. “And this is something we are very keen to maintain and build on in the future.” ihug currently has approximately 70,000 dial-up, broadband and voice customers in Australia (located primarily on the East Coast) and a further 100,000 throughout New Zealand. Back to TOP

Look Out for Microsoft Exchange Virus The “Swen” worm is the latest virus to invade the email of unsuspecting recipients. Disguised as an email sent from Microsoft, the layout and appearance of this e-mail is almost an exact replica - even the sender is listed as being Microsoft. Generally these e-mails provide customers with information about the latest patch or software update. This e-mail, however, comes sent with an attachment which customers are advised to download in order to fix a problem with Windows XP. As soon as the file is executed the worm disguises itself as a Microsoft Security update, but it actually alters vital Windows files, modifies registry entries, and among other things, replicates itself through Outlook Express, Kazaa, IRC and newsgroups. The Contact Centre has already experienced numerous calls in relation to this virus, and as usual the best way to avoid being affected is to not open any e-mails coming from sources unknown. And never, ever execute any attachments if you do not know what it is. To download the removal tool from Symantec just visit the website here Back to TOP

New NOC to Benefit Customers The Network Operations Centre, which has been set up to monitor the health of the National network on an ongoing basis, was launched last week. The NOC benefits all iiNet customers by detecting faults and problems quickly, so they can be fixed before they affect our clients. Currently the opening hours of the NOC are from 7am to 9:30pm every day of the week, with a view to becoming a 24 hour operation in the not too distant future. Domain Name Online Application Form Complete The new iiNet online application form and PDF hardcopy application are now complete, making it easier and more efficient for clients to sign up for iiNet accounts in the future. The online application looks much like the existing online bliink application and is used in the same way. The sign up process takes between five and ten minutes, and can be found here New Toolbox Feature iiNet are pleased to announce that we have added another great feature to our convenient Toolbox facility, enabling you to change your bliink broadband plan. Ideal for customers who wish to modify their speed or change their accounts this new feature will save you valuable time. To take advantage of this new Toolbox feature, please click here Minimux - New Solution to Old Problem Have you previously received an ADSL application rejection for a Remote Integrated Multiplexer (RIM)? There may be an answer for you in the future! A new technology called "MiniMux" can turn a telephone line into an ADSL compatible line. RIM technology allows a communications carrier to run a fibre-optic cable to a specified location and then convert the fibre signal into traditional phone services. Historically, RIMS have been incompatible with ADSL due to the optic fibre. However, MiniMux is a mini DSLAM that is installed in RIM (where there is sufficient panel space in the unit) and allows ADSL to be enabled on the phone line! A MiniMux rollout schedule, which lists where Telstra propose deploying MiniMux technology at Remote Integrated Mulitplexer (RIM) sites will be regularly updated as new information comes to hand. The schedule can be downloaded here as an Excel document. So if you have applied for ADSL services previously and have been rejected due to unavailability in your area, make sure you keep an eye on these reports.

iiNet 2003 Annual Report Available Online The 2002/ 2003 iiNet Annual Report has been completed and is now available online. It will be mailed to shareholders on October 27 in preparation for the Annual General Meeting, which is being held on November 30, 2003. To view the report online please click here Launch of Dedicated Support Line A new dedicated priority support line, specifically for use by bliink BIZ+ and bliink SOHO customers, has been launched this week by iiNet. Open weekdays to receive support enquiries between 8.30am and 5.30pm, the new priority line will be manned by Customer Service staff trained specifically in business customer focused objectives. This new line will decrease the wait times for those phoning the iiNet Contact Centre. A plastic membership card will be issued to bliink BIZ+ and SOHO customers with access to the new priority line soon. ADSL Demand Register If you currently live in an area not yet enabled for ADSL, you will shortly be able to register your expression of interest (EOI) in getting broadband services where you live. A new menu item will appear in the 'Related Links' menu on the bliink product pages, which will update your EOI to iiNet each time your phone line and email address is submitted. This information will be used in the decision making process regarding the most suitable locations for ADSL exchange rollouts in the future. Currently, the plan is to establish ADSL exchanges in areas where customer demand is highest. To register your interest click here .Customers who register interest, will receive confirmation of the request via email, once sufficient levels of customer interest have been determined by the exchange in your area.

Dust off your army boots...this month's gaming tips are for fans of EA Games' first person shooter, Medal of Honour - Allied Assault. Use your teammates Let other squadmates do some of the work for you, especially if they are using more powerful weapons, but remember - some are better fighters than others. To keep the Airborne troops alive, you must first take the lead. Take care when reloading Make sure that when you are reloading you are protected by a wall or shelter. Trying to reload in the middle of a battle can be extremely costly. If possible, always go into a battle with a full clip. Watch your enemies If an enemy falls down after you shoot them, it does not mean that they are dead. Watch your enemies after they go down for any movement. Storming Omaha Beach To reach the tower when storming Omaha Beach, wait for the MG’s to reload then crouch/run for cover behind the shelters, wait for them to reload - then run again. Keep doing this until you are up the beach. Back to TOP Tip of the Month If you change your password, please remember that there is a 2 hour update time before your new password will be active for e-mail.

Anthony Shipley Back to TOP

Name: Anthony Shipley Customer Since: 1995 Account Type: Explorer Anthony says “both iiNet and I are some ten years older. I may not be much larger, but iiNet certainly is!”. He has been an iiNet customer since 1995, when iiNet had a much smaller staff and client base. He says he particularly remembers early Sunday morning emails between him in Perth and company founder Michael Malone in Adelaide. Q: Why did you first start with iiNet? A: I had the most atrocious experience with my previous Internet Service Provider. So I came to iiNet and was really impressed with the direct access to the people, who only consisted of three staff; Michael, Leanne and another Michael at the time! Q:How has your usage of the Internet changed in the past ten years? A:Not much, I still use the Explorer account mostly for email, usenet and HTTP. Eventually I will switch to a broadband account, but not until I use the Internet for more things. Q: What is your best memory of iiNet over the past eight years? A: I remember going to iiNet with three other users a couple of years after I became a customer. It was Michael’s first wedding anniversary and we took a small present along. We got to see the innards of the “iiNet home” and it was good to meet the faces behind the emails!!

FAQ 1. My ADSL is not working, is there any quick fix I can try myself? First, shut down your computer. Then unplug all cords leading to your ADSL modem. Leave for 3 minutes, then plug all modem cords back in, restart your computer and try connecting to the Internet. 2. Where can I find the iiNet dialup numbers? You can view the iiNet dial-up numbers throughout Australia here: http://www.iinet.net.au/support/config/index.html 3. Can I update my contact details without calling iiNet? Yes, you can edit your contact details by visiting Toolbox: https://toolbox.iinet.net.au Back to TOP

Jason Duff Senior Customer Consultant Back to TOP

Name: Jason Duff Position: Senior Customer Consultant Duration at iiNet: 4 years. What do you enjoy most about your job? I love helping people fix problems, whether it be customers or other staff members. I work with a great group of people, in a crazy and fun workplace! Where do you think iiNet will be in another ten years time? In ten years I think iiNet will be the largest ISP in Australia, with more offices outside Australia also. But no matter how big it gets I think iiNet will always be well-known for its friendly reliable service What is the most memorable event from your time at iiNet? It occurred on my second day working here, when instead of doing training I went to a protest march with the rest of the iiNet team! We marched through the city and had a meeting about anti-censorship laws. This proactive approach is one of the keys to iiNet’s continuing success.

To enter iiNet's October competitions simply email: competitions@iinet.net.au and write the name of the movie you wish to win tickets to see in the subject line, and answer this question: What anniversary is iiNet celebrating this month? For competition Terms and Conditions click: http://www.iinet.net.au/competition/comptandc.html Horror ensues when Nightmare on Elm Streets' Freddy Kreuger faces off with Friday the 13th's badguy Jason Voorhees. Unable to access the kids on Elm Street, Freddy enlists the help of Jason to bring horror and mayhem to the living. But when Jason starts having too much fun, Freddy decides to take control of the situation. As the battle between the “titans of terror” turns the town of Springwood into a bloodbath, some of the local teens decide to bring the carnage to an end - permanently. Thanks to Warner Brothers and our friends at Buzz Marketing, we are giving 50 lucky people the chance to win a double pass each to see this new fright flick. Thanks to our friends at Cinema Paradiso, we are giving five lucky iiNet customers the chance to win double passes to see Jet Lag after October 30th. Juliette Binoche (an Oscar winner for The English Patient) and Jean Reno (Ronin, The Professional) star in this breezy French romantic comedy. Felix (Reno) is a frozen-food exec stranded in a Paris airport by weather and strikes. He meets Rose (Binoche), a beautician who is running out on her lover (Sergi Lopez - Harry, He's here to Help). Sparks fly at first but then things really ignite. Please note: Cinema Paradiso is located in Western Australia. iiNet are giving 5 lucky customers the chance to win free tickets to attend a 2.5 hour seminar on Internet Research by Internet expert - David Novak of the Spire Project. What probably is his last trip to Perth, David’s seminar reaches beyond throwing words at search engines and covers the theories and techniques of Exceptional Internet Research. A truly unique experience that will save you time and frustration. This very visual and entertaining seminar, extensively delivered to the librarian community, is not appropriate for the internet novice. Please note: This seminar is only available in Western Australia. Back to TOP

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