🏆 Australian Call Centre Rankings · Q3 2026
Australian Internet Providers Q3 2026 Call Centre Rankings
Internet plans are close to interchangeable: similar speeds, similar prices, similar networks. The phone call is often the only thing a customer has to judge one provider against another.
We mystery shop Australia's internet providers as customers connecting a new service or comparing plans before they switch, and score every call against 48+ CX metrics aligned to the ACXPA Contact Centre CX Standards. Nobody is told when we are calling.
Overall CX
The headline score: getting through and the conversation, combined
67.2%
▲ 4.2 pts on Q2
Accessibility
How easily callers reached a real person
86.5%
▲ 2.9 pts on Q2
Agent Mastery
How well agents handled the conversation
58.9%
▲ 3.2 pts on Q2
National ranking
Internet's Overall CX against the other sectors we benchmark
1st
of 7 sectors · all-industry 59.0%
The quarter in one line: the easiest sector to get through to, first of seven for a seventh consecutive quarter, where the conversation now decides who leads.
Recognising Call Centre Excellence for Australian Internet Providers
Congratulations to iiNet, which leads Australian internet providers this quarter and tops the sector on Overall CX, Accessibility and Agent Mastery.
In a market where switching takes one conversation, the providers at the top of this table are winning the customers their competitors lose in the conversation itself.
73.8%
72.3%
68.1%
57.5%Australian Call Centre Rankings · Q3 2026
Contact Centre CX Quadrant
Australian Internet Providers · New connection and plan enquiries
73.8%Access 95.1%Mastery 64.6%
72.3%Access 92.8%Mastery 63.5%
68.1%Access 83.9%Mastery 61.3%
66.7%Access 82.7%Mastery 59.8%
64.6%Access 74.4%Mastery 60.5%
57.5%Access 89.9%Mastery 43.7%
How quickly and easily a caller gets through to a real person: phone menus, recorded messages, wait time, and whether the call is answered at all.
How well the agent handles the call once answered: understanding what the caller needs, explaining options clearly, and agreeing a next step.
Easy to reach and a strong conversation. Providers in the Best Practice corner score 80%+ on both.
Shows a selection of the internet providers ACXPA benchmarks, not every provider in the sector. Scores are the quarter average of independent mystery shopping calls, rated against the ACXPA Contact Centre CX Standards.
Australian Internet Providers · Q3 2026
The Quarter in Review
Australian internet providers averaged 67.2% Overall CX, up 4.2 points on Q2 and a tenth of a point short of the sector’s best (67.3% in Q2 2025).
Every assessed call was answered within ten minutes, up from 94.4% in Q2. The average wait fell from 1:00 to 0:22, the shortest on record for the sector, and Agent Mastery rose 3.2 points to 58.9%.
iiNet led at 73.8%, up from second. Optus posted its best result (72.3%, up 11.9 points) to finish second, while TPG, first in Q2, fell to fourth.
At the bottom, Dodo finished lowest at 57.5% for a third consecutive quarter, held back by an Agent Mastery score of 43.7%.
📊 How internet providers compare nationally · Overall CX, Q3 2026
Internet ranked first of the seven sectors for a seventh consecutive quarter, 8.2 points above the all-industry average of 59.0%.
It is the easiest sector to get through to: its Accessibility (86.5%) is the highest of any sector, and callers reached a person in 1:03 on average, the fastest of any sector.
Every headline measure at a glance
📊 Q3 2026 Scorecard – Australian Internet Providers
The sector average for each measure, how it moved since Q2, and the best and weakest provider results this quarter.
Q3 2026 is the average of July, August and September. Hover over or tap a measure to see what it covers. Average wait and time to reach a person include unanswered calls, counted up to the time limit. Green is better, red is worse.
Where would your business sit in this table? Internet Benchmarking scores your own sales line on every one of these measures, alongside the competitors you choose. Plans start from $397 a month.
Add your columnThe stories behind the numbers
🌐 Provider by Provider – What Moved in Q3
Where the sector is losing ground
🚪 Where Internet Providers Still Lose the Customer
Getting through is no longer the problem. Every assessed call was answered, and callers reached a person in 1:03 on average.
How long it takes to reach a person, split into navigating the phone menu, listening to recorded messages, and waiting for an agent:
Includes unanswered calls, counted up to the time limit. Totals can differ from the parts by a second because each figure is averaged separately.
Recorded messages are creeping up. They took 0:18 on the average call, the longest on record for the sector, though still the shortest of any sector we benchmark.
The conversation is where customers are lost. Close fell 4.0 points to 50.0% and Engage fell 2.8 points to 45.6%, the only two competencies to decline. Close scores ranged from 70.4% (iiNet) to 18.5% (Dodo).
Close covers the final check for questions, the thanks and the farewell: the last impression a customer takes away before deciding where to connect. See Inbound Phone Sales Training for the conversation that follows the front door.
Sector Trends – Australian Internet Providers (12-Month View)
How the sector’s three headline scores have moved over the last four quarters. Each bar is the average for Australian internet providers in that quarter.
