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Borneo Bulletin Yearbook 2019
Infocommunications and the Ministry of
Development, the company was able to roll out
of HSSB coverage to rural areas of Kampung
Rataie Housing Area in the Temburong District
after the successful completion of fibre
connectivity in Mukim Kota Batu in the Brunei-
Muara District.
As TelBru’s subscriber base expands, providing
excellent customer experience is also a main
priority and is at the heart of TelBru. The
recent renovation of its Kadai Telbru Branch in
Citis Square, Berakas in December following a
series of facelifts across the country, shows the
company’s efforts to enhance customer service
experience to cater to the different and evolving
needs of its customers.
Enhanced Customer Experience
Another notable milestone mentioned by the
company as it continues to enhance customer
experience is the improved response times
in which TelBru is able to connect its new
customers. The waiting times have improved
from three weeks to an average of four days for
95 per cent of new subscribers and two days for
75 per cent of new subscribers.
The company expressed the desire and
commitment in offering a more enhanced
experience for its customers. “We believe that
connectivity is a necessity and not a luxury
anymore. It is also key in helping to boost
productivity which in turn helps to increase
Brunei’s Gross Domestic Product (GDP) output
per capita by between 0.8–1.5 per cent for
every 10 per cent of citizens connected, and
of course it really helps more small and home-
based offices and businesses,” said Ahmad
Jefri, Telbru’s Board Lead.
TelBru is also proud to have achieved ISO
9001:2015 accreditation in 2018, making TelBru
the only telco company-wide in Brunei to be
accredited according to standards set by UK-
based certification body British Standards
Institution (BSI).
This resulted in BSI recommending TelBru for
continued certification in 2019 as TelBru has
demonstrated that its Quality Management
System (QMS) continues to meet all
requirements for certification. To gain ISO
9001:2015 accreditation, companies have to
demonstrate conformity to a challenging and
rewarding set of quality management system
requirements. TelBru joined an elite group of
companies which have achieved and maintained
such standards in 2018.
New CSR Focus
As part of TelBru’s commitment to give back to
the community, it will shift its Corporate Social
Responsibility (CSR) focus solely to children and
the youth. TelBru will devise programmes and
strategies to help disadvantaged and special
needs children in collaboration with non-
profit organisations and several government
agencies.
One of the initiatives is to strengthen access to
help for vulnerable children which TelBru will
be spearheading by working closely with the
Community Development Department (JAPEM)
under the Ministry of Culture, Youth and Sports
This initiative will strengthen existing services
offered by JAPEM by offering free outreach
services and protection for vulnerable children
or children that are in distress.
Another CSR initiative TelBru plans has rolled
out in 2019 is the provision of refurbished
laptops to underprivileged children. These
laptops, installed with the latest software
for educational purposes that are universally
relevant in the 21
st
century, will not only ease
the financial burdens of families in need but also
reduce the company’s carbon footprint.