Bundled Communication Plans – 2011 Ratings

Posted by Canstar Blue November 10th 2011

You are viewing the archived 2011 ratings for bundled communication plans. Go to the current bundled communication plan ratings

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.
Canstar Blue research finalised in 2011, published in 2011.

See Our Ratings Methodology.

Gen Y customers expecting bundles of joy from communications plans hit by costs

Younger Australians may not be exercising enough caution when signing up for home telecommunications bundles – and they’re paying the price.

As many as 29% of Generation Y respondents to our latest survey were hit by unexpected ongoing costs from their home communications packages (any combination of landline phone, mobile phone and broadband connections).

Older Aussies seem to be doing more research before signing up, with only 22% of Generation X respondents and even less Baby Boomer respondents (15%) attracted to a home communications deal that resulted in unforseen charges.

Rated alongside big brands iiNet, iPrimus, TPG, Optus and Telstra – Westnet, who bundles home phone and broadband packages, is the recipient of our most satisfied customers award for bundled communications packages.

While Westnet took the lion’s share of the top ratings, both TPG (a past Canstar Blue award winner) and iiNet received a five star rating each for price and contract flexibility respectively.

The majority of Australians are doing some homework before committing to their bundled communications package, according to our results.

A solid 82% of surveyed Australian respondents said that they had researched installation costs, the length of their new plan and any penalties for early termination of services.

Our survey results also showed that just over half of all bundles held by respondents were home phone and broadband packages (53%). A combination of home phone, broadband and mobile phone packages was the second most popular (31%).

Canstar Blue commissions Colmar Brunton to survey 2,500 Australian consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from customers of bundled communications services within the survey group – in this case, 1,518 people. To qualify, the customer must have a bundled home telecommunications service and pay the bills. Brands must receive at least 30 responses to be included.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

Winning five stars for overall satisfaction, Westnet have truly excelled in our results. Coming up behind them were iiNet, iPrimus, TPG and Optus – who all received four stars for overall satisfaction – while Telstra followed with three.


Winner of our most satisfied customers for mobile phone carriers in 2011, TPG also took out five stars for most satisfied customers for pricing. Westnet, iiNet, iPrimus and Optus each received four stars, while Telstra received three.


Westnet received another five stars for their service, followed by four stars winners iiNet, iPrimus, TPG and Optus. Telstra was awarded three stars for service.

Contract flexibility

A flexible contract can offer peace of mind to an anxious customer, and both iiNet and Westnet received five stars. iPrimus and TPG received four stars for this criteria, while Optus followed with three and Telstra with two.

Contract clarity

iiNet come out on top for the clarity of their contracts, receiving five stars, while Westnet, TPG, iPrimus and Optus received four stars. Telstra came out with a three star rating for contract clarity.


Customers of Westnet are most satisfied with their provider’s billing practices, and received five stars for billing. iPrimus, iiNet, TPG and Optus all received four stars while Telstra received three.