Connecting Australia safely in the times of COVID19

October is National Safe Work Month, which is a time to reflect on and review our Health and Safety plans so that we can continue to improve overall health and safety in all of our workplaces. The theme this year is ‘Work Health and Safety through COVID-19’, which brings into focus the wide-ranging impacts of the pandemic on our businesses and our people. For me – as I am sure for many of you – the last few months have underscored the importance of a safe and a healthy workplace. 

The nbn? network has played a critical role in keeping Australians connected during this physically disconnected time. For many Australians, connectivity over the network has become the primary enabler of work, study, entertainment, socialising and maintaining contact with loved ones for months.

During this time, we have also seen an unprecedented increase in internet traffic and maintaining the reliability of our network has been a key priority for us.

Throughout the national lockdown period, we worked with internet providers to help ensure homes and businesses had continued access to fast, reliable broadband as demand on the network increased. This included limiting non-essential maintenance (to between midnight and 6 am) and minimising planned outages. The rollout of the network did not stop, and we continued to connect premises and respond to network maintenance and fault repairs.

Underpinning these efforts was the health and safety of our people and our customers – a key priority for nbn. We introduced initiatives to support our existing health, safety and environment (HSE) protocols, including:

• Development and implementation of a COVID-19 Safe Operating Procedure for nbn field technicians.
• Call on approach: Our technicians call before an appointment to check for suspected risks of exposure to COVID-19 on a premises and to check whether customers are comfortable with our visit.
• Hygiene vigilance: Our technicians are required to use additional hygiene products and personal protective equipment (PPE), including alcohol-based wipes and hand rub (or hand soap), P2 or n95 masks, as well as disposable gloves for whenever they have to enter a customer’s home.
• Additional protocols: During a field technician’s visit to a home or a business, they respect social-distancing steps, wiping down equipment and high-touch points, all in accordance with the latest Government and health authorities’ advice.
• Appointment rescheduling: If a customer is unwell or uncomfortable with one of our workers being in their home, appointments are rescheduled to a more suitable time.

On the ground with field technician Matt

Matt Karacan (pictured below) is one of our field technicians who has been on the ground in Melbourne throughout COVID-19, including during the current lockdown.

While Matt prides himself on providing great customer service, the impact of the pandemic meant some crucial changes to how he interacted with customers. 

“COVID-19 affected us in many ways,” admits Matt. “Obviously our biggest concern was contracting the virus at work and bringing it home to our loved ones. We went from handshake greetings to implementing social distancing and politely rejecting coffee and tea offerings. We wear our PPE and wash and sanitise our hands after every appointment.”

This equipment is essential for Matt and our other field technicians, not just for their protection, but also the assurance that they can continue to do their job effectively. “Ample supply of masks, gloves, alcohol wipes and sanitiser helps give you that extra level of comfort and protection when entering (customer) premises.”

“Most customers appreciate the fact that we are working during these times. A lot of customers feel comfortable to let us into their homes, especially when they see us with our PPE on.”

There are also protocols to protect our field technicians from entering premises they consider to be unsafe. “If we are ever at risk of contracting the virus, we are advised to eject ourselves out of the premises,” says Matt. “We then advise the customer to reschedule when they are feeling better. There is also a reporting system where we can raise these premises, so no other technicians enter without proper investigation.”

My colleagues and I always knew that life would change with the rollout of the nbn? access network, but I feel it’s never been more noticeable than now. Matt has had the opportunity to witness this transformation firsthand.

“During COVID-19, the average family has kids home-schooling, one or both adults working from home, along with entertainment needs,” says Matt. “I have seen firsthand how relieved they are when their nbn service is activated.”

Sometimes, customers are still understandably unsure about letting people into their homes, including our field technicians. I find it encouraging to hear that our protocols enable technicians like Matt to be able to make customers feel comfortable enough to get connected.

“I had a customer who was a health care worker, and her children had just begun remote learning,” recalls Matt. “She was concerned about contracting the virus, so I offered to wait outside and, with my PPE on, freshly sanitised my gloves in front of her, but still safety distanced. Still outside, I unpacked and prepared her Network Termination Device, then guided her with the rest of her connection. I was able to get her online. She was very appreciative that I offered her an alternative installation method and understood her difficult circumstances. The only thing she was upset about was not being able to make me a cup of coffee!”

The willingness of our people to go above and beyond when it comes to providing peace of mind to our customers is the kind of story I am proud to hear and share.

It’s only by working together and doing our bit to stay healthy and safe that we can get through this period, and come out stronger and more connected on the other side.

(Also pictured above: nbn field technician Amber Websombe in her PPE kit)

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