Newsletter

We are delighted to announce that iPrimus has been awarded the Customer Satisfaction Award for best Home Phone Provider 2 months running (February & March) from research leaders Roy Morgan. The initial study also found that iPrimus topped the Home Phone Provider category with 76 percent customer satisfaction for the period September 2011 until February 2012, and 78% for the period of October 2011 until March 2012, an increase from the previous period.

In March we also jumped up to 4th in the Home Internet Service provider category moving up from 5th in February. Primus Australia CEO Tom Mazerski said the improvement in customer satisfaction is very pleasing but not surprising. "The team has been working very hard to implement numerous process changes, including our ‘first call resolution' process which has reduced the number of repeat calls into our centre. Happy customers are our goal and we are delighted to see the results of our hard work paying off.”

Roy Morgan Research continuously monitors customer satisfaction throughout the year via cumulative rolling monthly averages. Roy Morgan Research asks customers to rate each product or service on a ten point scale of satisfaction through to dissatisfaction. It combines those that were ‘fairly satisfied’ and ‘very satisfied’ and calculates this as a percentage of total customers. For every category only customers of that product or service are included.

Go to the below links to view the full results….

In this edition our Customer Service team have put together a very helpful article on the various ways you can pay your bill. iPrimus offers a range of payment methods to make the payment of your bill as convenient as possible….
Direct Debit
Setting up a direct debit is the most convenient way of paying your bills. Your direct debit can be from a Credit Card or a Savings or Cheque account. You can set up direct debit or obtain a form for direct debit online:
http://www.iprimus.com.au/PrimusWeb/Support/BillingAndAccounts/

You can request a Direct Debit form to be sent by emailing your details to:
customerservice@iprimus.com.au
You can also call customer service for assistance on 1300 85 44 85.
Direct Debit customers are exempt them from the $2.95 administrative charge on bills. If you don’t already have direct debit on your account, it is worth considering a change.

Pay by phone and reporting a payment*
An automated 24 hour service is available for making payments, checking your account balance and reporting payments. Call: 1300 85 66 52

Pay Online*
To pay your bill online with a credit card go to http://www.iprimus.com.au/PrimusWeb/Support/BillingAndAccounts/ and select the Pay Your Bill option.

BPAY*
Use internet banking with BPAY or BPAYVIEW for your payment. Details for BPAY can be found at www.bpay.com.au .
The BPAY biller code is 3129. The reference or registration number is your customer number with the check digit.

What is the check digit? Your customer number, as shown on your invoice, has 6 or 7 numbers, a space, and a final number. This final number is the check digit. For making any payments requiring your customer number, include this check digit without the space.

Post Bill Pay*
All invoices with a bar code can be paid in person at a Post Office. Post Bill Pay also has a phone option: 13 18 16, and an online option: http://www.postbillpay.com.au
The iPrimus Bill pay Code is 9156 and the reference number is your customer number with the check digit.

Cheque or Money Order*
Payment by Cheque or Money Order can be made by post. Remember to include your payment slip with your cheque or money order. Mail this to
Primus Telecom
GPO Box 4618
Melbourne City MC
Melbourne VIC 3001

*Please note some iPrimus plans only allow payment by direct debit. Where you choose to pay using the above payment methods instead of direct debit a $2.95 non-direct debit fee will be applied.

Remember your Account Toolbox
Internet customers can check their invoices and current account balances online through their Account Toolbox. The Account Toolbox also enables customers to add a Third Party Authority to the account, look at unbilled charges, update details and make payments. As well, there is a range of other handy information that will assist you to manage your iPrimus account. To access your toolbox, go to the homepage of the iPrimus website, enter your username and password, and select Toolbox.