Pilbara-based Aboriginal organisation IBN Group has made history by becoming the first Aboriginal corporation to win gold at the 2025 Contact Center World Awards Asia Pacific.

The awards recognise excellence and innovation across contact centre operations throughout the Asia Pacific region. Over 90 finalists were selected from more than 2000 entries across the region, including Australia, Aotearoa-New Zealand, China, Malaysia, Japan and Indonesia.

IBN received the international honour for its "transformative approach to member service delivery, technology integration and culturally grounded care". Judges commended IBN Group for its blend of operational excellence and cultural authenticity.

IBN Group Chief Financial Officer and Deputy CEO Michael Felix said the award-winning submission highlighted the organisation's successful journey to modernise its member services and contact centre operations, with a focus on people first design, digital innovation and impactful community engagement.

"This is more than just a win for IBN. It is a moment of pride for the entire Aboriginal sector and the communities we serve," he said.

"We put people, culture, best practice and good governance, grounded in the voice and spirit of our Elders, at the forefront of everything we do.

"Strong Aboriginal corporations mean strong communities and to be recognised on an international stage shows that world-class service can be delivered from the heart of regional Australia when culture, purpose and innovation come together."

IBN Group is an Aboriginal-owned and governed charitable organisation, established to manage and distribute mining royalty funds on behalf of the Yinhawangka, Banjima and Nyiyaparli Traditional Owners in Western Australia's Pilbara region.

The corporation provides a broad range of programs, services and investments that support the cultural, social and economic well-being of its members. The organisation's work includes funding for health, education, employment, housing, culture, law reform, community development and future generations.

IBN Group says all of its programs are "designed in collaboration with Aboriginal people and are tailored to deliver tangible outcomes that improve quality of life, self-determination and long-term prosperity".

The transformation of IBN's member services and contact centre was led by Ben Oxford, IBN's Chief Member Services Officer. Under his leadership, the team implemented new digital platforms and a strengthened focus on cultural safety, staff training, industry-leading governance and responsive member support.

Mr Oxford said IBN's contact centre, now recognised as a gold medal winning leader in the region, has proven what is possible when culture, care and innovation come together.

"We built our member service and contact centre with a clear goal, to make it a service built by, and for, our community," he said.

"This award is a testament to the incredible work of our team and to the power of putting culture and care at the centre of technology."

IBN's plan is to build "a sustainable, innovative and inclusive future for its communities, one where traditional knowledge and cultural identity flourish and are celebrated, while also embracing modern tools and leadership to unlock opportunity and drive change".

IBN said it is also exploring opportunities to support other organisations in delivering "respectful, responsive and community led services".