Remote Service Officers deliver our services to 335 remote locations across Australia. Customers in these communities often have limited or no internet access. This makes it challenging to connect them with our payments and services - until now.

We’ve rolled out a portable, high-speed satellite internet system, transforming how we help our remote customers. The new technology is a game-changer for everyone, allowing our teams to access the internet in seconds and stay online all day. It also means more team members can connect at once.

This has led to faster service times, reduced waiting periods, and less reliance on field support. It also means staff can access customer service systems in real time, allowing them to get the information they need to help customers access essential services.

Remote Service Officer Amara Throlley says like any new tech, they had challenges to overcome.

‘The system requires a clear view of the sky, which isn’t always possible in heavily forested areas,’

‘To maintain a strong connection, power and keep the equipment safe, we installed it on vehicle rooftops.’

Once set up in a community, Remote Service Officers provide the same support as a service centre.

‘In just 10 minutes, we assisted a customer whose JobSeeker Payment was cancelled. Something that would have taken much longer without reliable internet.’

Portable, satellite internet means staff can spend less time battling connection issues and more time doing what they do best—helping Australians get on with their lives.

Watch the video to learn more about our remote servicing teams.