Accreditation & awards

International Customer Service Standard Certification
In April 2011, Telstra Wholesale achieved the full certification level of the International Customer Service Standard (ICSS), an internationally recognised body that benchmarks performance in relation to standards of service excellence.

The certification, facilitated by the Customer Service Institute of Australia (CSIA), required  a rigorous  assessment of all aspects of Telstra Wholesale’s customer service process and management.

Importantly, the certification reflects our commitment and dedication to putting you, the customer, at the centre of everything we do.

Awards
Telstra Wholesale was recognised for our customer service efforts by winning four awards at the 2011 Customer Service Institute of Australia (CSIA) Service Excellence Awards.

• Customer Service Team of the Year Award - Victoria, Telstra Wholesale Customer Advocacy Team
• Division of a Large Business Service Excellence - Victoria, Telstra Wholesale
• Customer Service Executive of the Year – Victoria, Di Fulton, Director of Customer Satisfaction and Commercial Services
• Customer Service Executive of the Year – National, Di Fulton, Director of Customer Satisfaction and Commercial Services

The CSIA Australian Service Excellence Awards recognise the highest achievement in Customer Service including management, training and commitment to excellence.

Training
In 2011, over 100  Telstra Wholesale staff  completed  Customer Service Institute of Australia (CSIA) training, demonstrating Telstra Wholesale’s continued commitment to improving our levels of customer service.