EscapeNet Quality Statement

Commitment of the CEO

Since 1996, EscapeNet has built its reputation on one simple promise: making the net work for you. Quality is at the heart of that promise. Every network we build, every service we deliver, and every interaction our team has with a customer reflects our commitment to getting it right.

For our residential customers, quality means reliable internet and support from real people. For our business and government clients, it means consistent, secure, and available services they can depend on. Our commitment is to never compromise on the reliability, performance, or integrity of the services we provide.

This requires every worker in our business to be engaged, to understand their role in delivering quality, and to be empowered to act when things can be improved.

Stavros Patiniotis — Chief Executive Officer

Our Quality Commitments

At EscapeNet, our Quality Policy reflects our commitment to excellence across everything we do:

Delivering reliable, high-performing telecommunications services that meet or exceed the expectations of our residential, business, and government customers.
Complying with all applicable Australian legal, regulatory, and contractual requirements, including telecommunications industry obligations.
Continually improving our Quality Management System, challenging ourselves to enhance service delivery, reduce faults, and eliminate waste.
Encouraging all workers to take ownership of quality, contribute to improvement, and uphold the standards our customers expect.

How We Deliver

To build and maintain trust, EscapeNet:

Ensures service reliability and availability by operating our own national network with infrastructure hosted across Australian-based data centres.
Delivers consistent customer outcomes through documented processes for service delivery, support, and change management, backed by our Awesome Support™ team headquartered in Adelaide.
Drives continual improvement by setting measurable quality objectives, monitoring performance, and providing all workers with mechanisms to identify and raise opportunities for improvement.
Meets the needs of government and enterprise clients by maintaining ISO 9001 and ISO 27001 certification as part of our integrated Business Management System and aligning our information security controls with the ASD's Information Security Manual (ISM) and Essential Eight frameworks.

Quality is the foundation of our business. It is built into our network, our processes, and our culture. It is reviewed regularly by management and communicated to all workers and interested parties.