Telstra
Regional and Rural Presence Plan
ANNUAL REVIEW 2009/2010
August 2010
Telstra RRPP 2009/10 Annual Review
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INTRODUCTION
The Telstra Regional and Rural Presence Plan (RRPP) summarises Telstra’s continued
commitment to regional, rural and remote customers in line with meeting the Licence Condition,
Carrier Licence Conditions (Telstra Corporation Limited) Declaration 1997 (Amendment No. 2 of
2005).
This review reports on how Telstra met the broad commitments included in the RRPP for the
2009/2010 financial year and highlights the achievements and close collaboration over the last
10 years between Telstra Country Wide and the local communities in which we proudly serve.
The Regional Telecommunications (Estens) Inquiry 2002 recommendation, upon which the
Licence Condition is based, recognised the need for a plan that is “broadly compatible with
Telstra’s commercial interests” and that is not “unduly prescriptive or burdensome”.
The RRPP suggested a number of measures and subsequent evidence to demonstrate Telstra’s
compliance with the RRPP and this review is consistent with that approach and largely uses
information already in the public domain as evidence.
This year marks Telstra Country Wide’s 10 year anniversary of service and operations. Telstra
has the largest and strongest presence in regional and rural Australia of any telecommunications
company. The local presence of Telstra management is central to its ability to deliver the
services that its customers value. Telstra’s employees are an integral part of Australian
communities and make a significant contribution to their economic and social well-being. Telstra
has made a clear business commitment to serving regional, rural and remote Australia now and
in the future. It makes good business sense. Telstra’s local presence helps the company to
improve customer service and its business performance.

Registered trade mark of Telstra Corporation Limited ABN 33 051 775 556
Telstra RRPP 2009/10 Annual Review
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Telstra’s Regional and Rural Presence Approach
During the 2009/10 year, Telstra maintained a local management presence through Telstra
Country Wide as well as through the field service and retail divisions of the company. Telstra
Country Wide is a smaller management group that focuses on sales and service activities. Core
sales and services provided to Telstra customers in regional, rural and remote Australia are
delivered through the main functional groups in Telstra, such as Telstra’s Consumer, Business,
Enterprise and Government, and Operations business units.
Telstra’s strategy recognises that regional, rural and remote customers are best served by
integrated technologies and services, bringing together the many elements of Telstra’s
organisational capabilities. Telstra continues to maintain a local presence in regional, rural and
remote Australia to add to the value of our products and provide a better experience for
customers.
The principal measure of the success of this strategy is business growth, reflecting customer
choice in the highly competitive and dynamic Australian telecommunications market. Telstra has
continued to undertake projects and activities that benefit customers in regional, rural and
remote Australia. Regional, rural and remote customers continued to see improvements in
world-class telecommunications products and services. Information about projects that Telstra is
undertaking will continue to be reported in Telstra’s annual report and through other public
announcements.
Telstra continues to maintain an ongoing local management presence in regional, rural and
remote Australia. This local management presence is intended to assist Telstra to better meet
the needs of its regional, rural and remote customers, and to maximise business performance in
these areas. Telstra has continued to maintain senior level accountability for regional, rural and
remote customer operations during 2009/10. Telstra’s regional, rural and remote customers
continued to benefit from having decisions made at the highest level appropriately informed by
the knowledge of local conditions.
Telstra RRPP 2009/10 Annual Review
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MEASURES & EVIDENCE
1. MANAGEMENT AND STRUCTURE AND DECISION MAKING PROCESS
Measure 1.1: Maintain a local presence in regional, rural and remote Australia that is
broadly compatible with commercial interests and is not unduly prescriptive and does
not impose undue financial and administrative burdens on the company
Telstra continues to maintain a strong local presence in regional, rural and remote Australia with
local sales and service employees from a range of Telstra business units. These employees live
and work in the communities they serve. Telstra continues to have a strong retail presence in
Australia with customers able to visit Telstra owned shops, Telstra licensed stores, Telstra
partner stores and dealers in most towns in regional and rural Australia. Telstra Country Wide
Area General Managers have a "whole-of-customer" business accountability to understand and
meet the telecommunications needs of local customers. The whole-of customer approach means
a local manager is responsible for all matters affecting customers in their area.
Evidence1:
1.1.1 Telstra’s Regional & Rural Presence Plan outlines Telstra’s regional and rural presence at
http://www.telstra.com.au/abouttelstra/commitments/regional-rural-presence-plan/
1.1.2 Local management model of Telstra Country Wide at Appendices 1 & 2 (note also recent
change described below in Measure 1.5
1.1.3 Information on locations at appendix 3 and
http://www.telstra.com.au/telstracountrywide/contact-us/index.htm
1.1.4 Telstra Country Wide celebrates 10 years of service at
http://www.in.telstra.com.au/ism/corporatenews2010/no233070610tcwsbirthdaypresenttelstrau
ltimate.asp 8 June 2010
1.1.5 Telstra Country Wide announces multi million dollar investment in communities 2 June
2010
http://www.telstra.com.au/abouttelstra/media-centre/announcements/multi-million-dollarcommunity-investment-aims-to-connect-communities.xml
Measure 1.2: A range of projects undertaken that will benefit its customers 2
Telstra has undertaken a number of initiatives in the 2009/10 year that will benefit regional and
rural customers. These include expanding the range of “Blue Tick” mobiles handsets, the launch
of the T Hub™, a next generation home phone and a range of new bundled home phone,
broadband, mobile and Foxtel*3 services (where available) and packages that make it easier for
its customers to access a range of communications services at one time either online, by phone
or at a Telstra shop.
Evidence:
1.2.1 Information in the form of press releases showing examples of how Telstra’s range of
projects assisted customers during 2009/10 can be found at appendix 4.
1.2.2 Information on the provision of fibre deployment to new estates
http://www.telstra.com.au/smartcommunity/developers.html
1.2.3 Information on the T Hub features and services at
http://www.telstra.com.au/homephone/phones/thub.html
1.2.4 Arnhem Land Project Wins Award
http://www.telstra.com.au/abouttelstra/media-centre/announcements/remote-project-winsinternationally.xml
Right click links to open
any reference to customer in this document means customer of Telstra Country Wide ie in regional, rural or
remote Australia
1
2
3
*FOXTEL marks are used under licence by FOXTEL Management Pty Limited
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1.2.5 Also see evidence for Measure 2.6 at 2.6.1-2.6.13
Measure 1.3: Local management presence in regional, rural and remote Australia
Telstra has continued to maintain senior level accountability for regional, rural and remote
customer operations during 2009/10. Telstra’s regional, rural and remote customers continued
to benefit from having decisions made at the highest levels appropriately informed by knowledge
of local conditions.
Telstra Country Wide operates from approximately 50 locations across Australia. This network is
supported by 145 Telstra stores in regional Australia and Telstra’s field services and retail
divisions.
Evidence:
1.3.1 Details of Telstra County Wide regions, Senior Managers, Area General Managers and
locations are included at Appendix 3 and
http://www.telstra.com.au/telstracountrywide/contact-us/index.htm
1.3.2 References to a very wide range of Telstra activities in regional and rural Australia during
2009/10 are included in Appendix 4
1.3.3 Summary of Telstra operations in Telstra’s 2009 Annual Report and 2010 Half Year Report
to shareholders are at
http://www.telstra.com.au/abouttelstra/investor/annual-reports/index.htm
Measure 1.4: A structure of local managers responsible for overall sales and service
performance in their areas
Telstra has in place Area General Managers (AGMs) with overall sales and service responsibility
for their region.
They report to a regional Director who in turn reports to the Telstra Country Wide Group
Managing Director. Telstra conducts regular meetings in Telstra Country Wide regional offices
with local staff from all departments from sales and customer service to network construction
and design. These internal reviews provide valuable local insight into key areas of the business.
The objective is to strengthen the local Telstra community, improve local customer service and
Telstra’s local performance.
Evidence:
1.4.1 Telstra Country Wide organisational structure at Appendix 1
1.4.2 Telstra Country Wide Area General Manager and Regional Director roles at Appendix 2
Measure 1.5: Senior level accountability for regional, rural and remote customer
operations
Telstra AGMs report to senior Telstra managers responsible for overall sales and service
performance across particular regions. The head of Telstra Country Wide, to whom these
managers report, represents regional, rural and remote customers’ interests at the highest
levels within the company..
Evidence:
1.5.1 Bio of EMD of Telstra Country Wide at:
http://www.telstra.com.au/abouttelstra/company-overview/executives-directors/#brett-riley
1.5.2 Telstra Country Wide organisational structure at Appendix 1
1.5.3 Telstra Country Wide role descriptions at Appendix 2
1.5.4 Telstra Country Wide Directors and Area General Managers details at Appendix 3 and
http://www.telstra.com.au/telstracountrywide/contact-us/index.htm
1.5.5 Telstra senior management team and executives at:
http://www.telstra.com.au/abouttelstra/company-overview/executives-directors/
Measure 1.6: Views of customers sought for the purpose of addressing the
telecommunications service interests of its customers
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The principal way that the interests of regional, rural and remote customers are identified
continues to be through feedback from customers during the normal course of sales and service
activities. Staff and managers in shops, call centres and on service calls provide information on
customer issues and needs.
Telstra also undertakes extensive regular surveys and research into the needs and views of its
customers throughout Australia, particularly in relation to the development of new products and
services, and service performance.
Telstra AGMs regularly talked to customers, customer representative groups and community
organisations in the course of their day to day duties. Telstra also regularly consulted with
customers via a number of formal consultative organisations including the Telstra Country Wide
Regional Consultative Forum (RCF). In 2009/10 the Telstra Country Wide RCF visited Bendigo,
Swan Hill, Mildura, and WA North including Broome, Port Headland and Karratha. At each
meeting the Telstra Country Wide senior leadership team met with customers and local
stakeholders to seek direct feedback on the provision of telecommunications services in
regional, rural and remote Australia
Telstra also maintained close links with key organisations and stakeholders, including:
• Farming organisations
• The Isolated Children’s Parents’ Association (ICPA) and state organisations
• Local Government
• Regional Development Boards
 Local MPs, Federal and State; and
 Disability Groups.
Telstra's National Indigenous Directorate
The Telstra Indigenous Directorate was established in 2005 to coordinate improvements to
telecommunications services for remote indigenous communities across Australia and has the
following accountabilities:
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Champions the availability of culturally appropriate products and services for Indigenous
people living in remote communities.
Supports the rollout of new infrastructure and services to remote Indigenous communities,
with support of government agencies where investment would otherwise be uneconomic.
Represents Telstra to governments and stakeholder groups in the delivery of appropriate
telecommunications infrastructure and services to Indigenous people.
Works across Telstra to support the attraction and development of Indigenous employees.
Supports Telstra's sponsorship and community investment partnerships which benefit
Indigenous people and their endeavours; and
Provides advice to ensure cross company consistency with policy and processes in
Indigenous affairs.
As part of familiarising customers with the ongoing development of networks and services
including Next G, BigPond, HomeLine etc, Telstra conducted customer facing events
throughout regional areas during 2009/2001. These included 15 large events (e.g. field days as
well as visits in smaller towns.
Evidence:
1.6.1 AGMs are accessible and accountable for gathering local intelligence on customers needs
and views. See details at Appendix 3
1.6.2 Coverage feedback on mobile networks at
http://www.telstra.com.au/mobile/networks/feedback.cfm
1.6.3 Telstra Indigenous hotline
http://www.telstra.com.au/abouttelstra/commitments/access-for-everyone/az-productssolutions/#list_i
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1.6.4 Telstra’s general community engagement
http://telstra.com.au/abouttelstra/commitments/access-for-everyone
Measure 1.7: Senior level accountability for representing the telecommunications
service interests of customers at senior levels within the company
The Telstra Country Wide Group Managing Director reports directly to the Chief Executive
Officer. Telstra’s regional, rural and remote customers benefit from having decisions made at
senior levels appropriately informed by knowledge of local conditions.
Evidence:
1.7.1 Telstra Country Wide Directors and AGMs at Appendix 3
1.7.2 Telstra Country Wide organisational structure at Appendix 1.
1.7.3 See evidence for Measure 1.6.1
2. CUSTOMER SERVICE AND SUPPORT INCLUDING COMPLAINT MANAGEMENT AND
PROVISION OF SERVICE INFORMATION
Measure 2.1: Formal complaint management process available including publication of
complaint handling areas and contact details
Telstra maintains a formal complaint management process to ensure that each customer
complaint is addressed at an appropriate level. It applies to all Telstra customers no matter
where they live, including those living or working in regional, rural and remote Australia.
Customer Satisfaction is a Priority for Telstra
Telstra is committed to knowing our customers and meeting their telecommunication needs. We
aim to provide each customer with a personalised, seamless experience that makes it easier for
them to manage their lives. Telstra monitors and sets Customer Satisfaction (CS) quantitative
targets, and is aware that CS is fundamental to its business success.
For example, in Telstra Country Wide local account managers reported there were no unresolved
business customer complaints exceeding 20 days by the end of the 2009/10 year. The number
of unresolved business complaints less than 20 days was under 20.
Telstra Establishes 3 year Customer Satisfaction Objective
During 2009/10, Telstra set itself the objective of having the best customer satisfaction rating
compared to the rest of the market by the end of Financial Year 2011/12. To achieve this Telstra
has introduced a number of new initiatives to improve the handling of customer complaints and
to reach its target.
Focus on Complaint Management
New complaint management standards have been set across the business to acknowledge each
complaint within 24 hours and resolve or have an action plan communicated with the customer
within five working days. These are much faster timeframes than the industry code requires.
Telstra has increased its focus on helping customers the first time they call.
This is being done with extra training for staff to ensure customer resolution of their issue is
achieved. Telstra has extended its repeat caller program where customers with a large number
of interactions with Telstra are proactively called to resolve their issue as a priority.
TIO Complaints Reduced
During the 2009/10 financial year, the number of complaints to the Australian
Telecommunications Industry Ombudsman (TIO) decreased. This indicates a significant
improvement in Telstra’s overall customer service quality during this past year.
Evidence:
2.1.1 Telstra’s Customer Service Charter
http://www.telstra.com.au/abouttelstra/commitments/charter/
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2.1.2 Telstra’s vision is to know its customers and meet their needs better than anyone else
http://www.telstra.com.au/abouttelstra/company-overview/vision-and-mission
2.1.3 Complaints policy at
http://telstra.com.au/abouttelstra/commitments/telstra-complaints-policy.cfm
2.1.4 Complaint contact details at
http://www.telstra.com.au/abouttelstra/commitments/telstra-complaints-policy.cfm
2.1.5 Contact details for complaints about fixed phones see
http://www.telstra.com.au/contact/fixed_phones.htm
Measure 2.2: Access to sales and service support
Telstra provides customers with a range of ways to access sales and service support, including
through its retail outlets, its AGMs and staff, its contact centres and online. Over 80,000
customers visit our Telstra stores every day to speak to our teams face to face on sales and
service matters (30 million per year). Over the last 12 months, Telstra opened a new T[life]
store every 3.5 days. That is over 100 new stores in the last 12 months.
Movers Program
Telstra has introduced a new service so, when customers move house, a dedicated Telstra team
will manage all service changes from start to finish. A new Moving House page with simpler
navigation has also been introduced on Telstra.com. Telstra’s case management team
proactively keep customers updated by SMS or phone call at each stage of the activation
process. 69 per cent of our customers rated the case management service as excellent.
Technician Support
Another initiative announced in May 2010 was the 7-day week technical support program where
a technician can be booked any day of the week including weekends.
International Roaming
Following the review of data and Telstra.com feedback on mobile international roaming,
customer information on Telstra.com has been improved.
Making Things Simpler for Customers Online
Telstra has introduced and improved self-service options. For example, quick links from
Telstra.com to easy-to-read bill information and a "Calls yet to be Billed" feature on online
billing.
Credit Management Processes
For customers experiencing difficulties paying their bills, trained consultants now have greater
authority to assist customers who may need an extension of time to pay. Improved self-service
options allow customers to arrange to extend their pay by date at a time that suits them - 24/7
- without the need to speak to a consultant.
Non-payment of Bills
To assist customers who may experience difficulty paying their bill or have simply forgotten to
pay by the due date, we now provide extra reminders through SMS and calls from our
consultants.
Managing Bills
For new customers and existing customers with a new consumer product,
Telstra initiates contact if an unusually high bill is noticed in the first two months of service. This
enables us to check that the customer is on the best plan to suit their needs and budget.
Evidence:
2.2.1 Information about Telstra contact centres and Telstra Country Wide AGM area locations
can be found at Appendix 3
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2.2.2 The locations of Telstra shops can be found on the website
http://shop.telstra.com/webapp/wcs/stores/servlet/TopCategoriesDisplay?storeId=10001&catalo
gId=11651
2.2.3 Telstra contact centre numbers for information on fixed, mobile, internet and other
services can be found at http://www.telstra.com.au/contact/index.htm?tR
2.2.4 Telstra announcement about technical support available 7 days a week.
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-tech-serviceseven-days-a-week.xml
2.2.5. International Roaming
http://www.telstra.com.au/mobile/internat_roaming/
2.2.6 Contact details for Moving Home
http://www.telstra.com.au/movinghome/
2.2.7 Management of customers’ accounts available online
https://telstra.com/myaccount/index.jsp
Also see Measure 2.3 below
Measure 2.3: Service information provided
Evidence:
2.3.1 Information for families/homes on products and services - overview at:
http://www.telstra.com.au/homephone/
with more detail via links to home phone, broadband and mobiles
2.3.2 Information for small business on products and services at:
http://www.telstrabusiness.com/business/
with more detail via links on specific products via links to mobiles, office phone, internet
2.3.3 Customer commitments at:
http://www.telstra.com.au/abouttelstra/commitments/
2.3.4 Telstra’s Our Customer Terms available at:
http://www.telstra.com.au/customerterms/
2.3.5 Mobile Coverage Information at:
http://www.telstra.com.au/mobile/networks/coverage/
Measure 2.4: Sales and marketing activities to inform about products and services
Telstra routinely conducts sales and marketing campaigns targeted at specific segments and
regional geographic markets as part of its operations. Telstra launched 16 major local marketing
programs (8 consumer and 8 business) into Regional Australia across the year to educate
customers on the benefits and value that Telstra products and services provide, in a way that
was relevant to each region and explaining the technology available.
Example of programs launched included:

Fixed & Wireless broadband campaigns based on the most suitable technology for
each area.

Next G Mobile campaigns promoting the benefits of superior coverage, speed and
content features.

Outdoor radio broadcasts focused on price perception, local advantage, and sales and
service.
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Delivery of 369 local marketing events in regional Australia. Examples of events
included Henty, NSW Machinery Field Days; Elmore, VIC Field Days.

The Blue Tick: Telstra rigorously tests its range of Next G™ handsets and devices for
coverage performance and assigns the “Blue Tick” to those which it recommends for
handheld use in rural areas. The Blue Tick logo is displayed prominently in store, on
merchandise and on the website.

Coverage Advice: Telstra Country Wide staff frequently provide customers with advice
on what type of handset and accessories best meet their coverage needs.

Mobile Health Check: Telstra monitors network statistics and contacts customers
experiencing higher than average dropouts to see what options are available to improve
Telstra RRPP 2009/10 Annual Review
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their experience.
Evidence
2.4.1 Telstra launches new Smartphone to power workforce productivity – 3 August 2009
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-launches-newsmartphone-to-power-workforce-productivity.xml
2.4.2 Top telephone tips to prepare for summer emergencies – 12 November 2009
http://www.telstra.com.au/abouttelstra/media-centre/announcements/top-telephone-tips-toprepare-for-summer-emergencies.xml
2.4.3 New wireless technology set to double Internet speed
http://www.telstra.com.au/abouttelstra/media-centre/announcements/new-wireless-technologyset-to-double-internet-speed.xml
2.4.4 Telstra announces world-first radio trial for emergency services – 15 March 2010
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-announcesworldfirst-radio-trial-for-emergency-services.xml
2.4.5 Telstra 'Bluey' roars into Bathurst – 8 October 2009
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-bluey-roars-intobathurst.xml
Measure 2.5: Steps taken to ensure staff meet customer needs
Telstra understands that customers living outside the major cities sometimes face different
circumstances, concerns and issues. Its structure and activities recognise the need for specialist
knowledge and appropriate responses. Telstra continues to take steps to enable staff to meet
the telecommunications service needs of its regional, rural and remote customers. This assists
staff in having a greater understanding of these customers telecommunications needs and
provides a greater responsiveness to those needs.
Ensuring staff have the right knowledge and tools to meet our customers needs is a top priority
at Telstra. All customer facing staff have access to detailed online product and service
information and as part of Telstra’s strategic plan access to this information is being simplified
and streamlined. Regular training is also conducted to ensure staff are kept up to date on new
products and services.
Telstra regularly updates all customer facing channels with information pertinent to meeting the
needs of customers. Information relating to the actual content and structure of the systems is
commercial in confidence.
In addition to the Blue Tick classification scheme, each month Telstra retail staff were provided a
handset recommendation guide that details which handsets were recommended for use in
metro, regional and rural locations, as well as which handsets were compatible with external
antennas.
Retail Accreditation Program – Continuity of Telstra’s accreditation program across its retail
outlets (Telstra owned, licensed and dealers) ensures that retail staff have the most up to date
information to provide customers on handsets, accessories and coverage.
Evidence:
2.5.1 “Workplace Matters” in Corporate Responsibility Report at:
http://www.telstra.com.au/abouttelstra/corporate-responsibility/
2.5.2 Telstra Learning & Development philosophy at:
http://careers.telstra.com/Why-work-here.aspx
2.5.3 Telstra Tech Services seven days a week at:
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-tech-serviceseven-days-a-week.xml
2.5.4 Retail Accreditation Program
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http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-takes-mobilecustomer-advice-to-a-new-industry-level-to-make-cdma-mi.xml
Measure 2.6: Products and services offered to meet needs of customers
Telstra continues to offer a wide range of products and services designed to meet the needs of
its customers and offering benefits for regional, rural and remote Australia. These products and
services will change over time. It is intended that these products and services will continue to
address the telecommunications service needs of Telstra’s regional, rural and remote customers.
Evidence:
2.6.1 A summary of all Telstra’s products and services is available online at:
http://www.telstra.com.au/
Examples of the provision of new services and products in 2009/10 are found at the links below:
2.6.2 Bundles 17/6
http://exchange.telstra.com.au/2010/06/17/higher-data-allowances-for-telstra-home-bundles/
http://www.telstra.com.au/bundle_save/
2.6.3 Blackberry Pearl 11/5 - 25/5
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-first-in-the-worldto-offer-the-blackberry-pearl-3g-smartphone.xml
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-to-introduce-thenew-blackberry-pearl-3g-smartphone.xml
2.6.4 Pre-paid browse packs 12/5
http://exchange.telstra.com.au/2010/05/12/save-on-telstra-pre-paid-spend-on-you/
http://www.telstra.com.au/mobile/browsing_packs.html
2.6.5 Pre-paid 1c text offer 7/5
http://exchange.telstra.com.au/2010/05/07/bonus-text-now-available-for-1c-text-offercustomers/
http://www.telstra.com.au/mobile/prepaid/latestoffers/index.html
2.6.7 Mobile pricing 10/5
http://exchange.telstra.com.au/2010/05/10/new-mobile-plans-keep-telstra-in-front-of-thepack-%e2%80%93-with-more-value-and-included-data/
http://www.telstra.com.au/mobile/plans/nextg-cap-plans.html
http://www.telstra.com.au/mobile/plans/ultimate-II-plans.html
2.6.8 Hub 14/4 - 30/6
http://www.telstra.com.au/abouttelstra/media-centre/announcements/australian-banks-first-onboard-with-telstra-t-hub.xml
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-t-hub-one-touchphone-and-online-hub-for-the-21st-century-home.xml
http://www.telstra.com.au/latest_offers/thub/index.html?ti=TR:TR:Nov09:THub:LOhome:148x1
63
http://exchange.telstra.com.au/2010/06/30/t-hub%c2%ae-keeps-on-getting-better/
http://www.telstra.com.au/latest_offers/thub/
2.6.9. Post-paid browse packs 3/5
http://exchange.telstra.com.au/2010/05/03/customers-get-more-value-with-our-revisedmobile-post-paid-browsing-packs/
http://www.telstra.com.au/mobile/browsing_packs.html
2.6.10 Experia X10 12 April 2010
http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-to-launch-theandroid-powered-sony-ericsson-xperia-x10-.xml
2.6.11 BigPond 25GB special offer 6 April 2010
http://exchange.telstra.com.au/2010/04/06/being-on-australias-largest-and-fastest-nationalbroadband-network-just-got-better/
2.6.12. HTC Smartphone 17/2
http://www.telstra.com.au/abouttelstra/media-centre/announcements/htc-and-telstra-unveilaustralias-most-advanced-android-smartphone.xml
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2.6.13. Wireless broadband pricing 14 January 2010
http://www.telstra.com.au/abouttelstra/media-centre/announcements/new-wireless-broadbandplans-offer-more-value-with-more-data-and-no-addition.xml
http://exchange.telstra.com.au/2010/01/14/new-wireless-broadband-plans/
http://www.telstra.com.au/bigpond-internet/wireless-broadband/
Measure 2.7: Mechanisms in place to use customer feedback
See measure 2.1
Evidence:
2.7.1 Reference to feedback through email to CSR@team.telstra.com on page 2 of the
Corporate Responsibility Report at:
http://www.telstra.com.au/abouttelstra/corporate-responsibility/contact/
2.7.2 Coverage feedback on mobile networks at:
http://www.telstra.com.au/mobile/networks/feedback.cfm
2.7.3 Complaints contacts at:
http://www.telstra.com.au/abouttelstra/commitments/telstra-complaints-policy/
2.7.4 See evidence for Measure 1.6
Measure 2.8: Activities designed to address needs of small business customers
Telstra Business is a business unit dedicated to meeting the unique needs of Australia’s small to
medium enterprises. This includes the operation of contact centres with staff dedicated to
Telstra’s small business customers. There is a dedicated business website that provides business
customers with a range of up to date business news, products and services information on-line.
Evidence:
2.8.1 Information demonstrating how Telstra products and services assist customers at:
http://www.telstrabusiness.com/business/portal/online/site/businesscentre
2.8.2 Various media releases
2.8.3 Business-oriented information to assist business activities at
http://www.telstrabusiness.com/business/portal/online/site/home
2.8.4 Business News includes articles on how Telstra products and services assist customers at:
http://www.telstrabusiness.com/business/portal/online/site/businesscentre/forsmallbusiness.13
8004
2.8.5 Online products and services site assists business to select products and services that suit
their needs at:
http://www.telstrabusiness.com/business/portal/online/site/productsservices/overview.10993
2.8.6 Telstra and Microsoft team to fast-track new productivity tools for Australia, T-Suite online software at:
http://www.telstrabusiness.com/business/portal/online/site/productsservices/tsuiteapplicationsi
ndetail.11012
2.8.7 T-Suite Security packages available on-line at:
http://www.telstrabusiness.com/business/portal/online/site/productsservices/tsuiteapplications.
11003?tc=td_tb-tsuite-eysm-0-TSuite_Brand_Broad-0-tsuitebr-b-t_suite
2.8.8 T-Suite and HR compliance Software available on-line at:
http://www.telstrabusiness.com/business/portal/online/site/productsservices/hrcompliancesoftw
are.36042
2.8.9 T-Suite and Online Accounting Software available on-line at
http://www.telstrabusiness.com/business/portal/online/site/productsservices/onlineaccountingso
ftware.166051
Measure 2.9: Tailored products offered to meet particular needs eg older people, low
income, with disability, remote indigenous
Telstra understands that among its regional, rural and remote customers there are groups who
have particular needs. Telstra has in place several programs that offer tailored products and
services to meet specific needs and circumstances.
Telstra RRPP 2009/10 Annual Review
12
Telstra will continue to offer tailored products and services for its regional, rural and remote
customers with particular communication needs, including older customers, those with a
disability or on low incomes and people living in remote Indigenous communities. Telstra also
has specific contact numbers should customers prefer to speak to a Telstra Customer Service
Representative in a language other than English. The products and services offered may change
over time.
Evidence:
2.9.1 Priority Assistance at:
http://www.telstra.com.au/help/docs/priority-assist-policy.pdf
2.9.2 Various disability initiatives including:
General: www.telstra.com.au/abouttelstra/commitments/disability-services/
Disability Action plan: www.telstra.com.au/abouttelstra/commitments/disability-services/actionplan-history/
Consultation and community: www.telstra.com.au/abouttelstra/commitments/disabilityservices/community-initiatives/
2.9.3 References for Remote Indigenous Communities
http://telstra.com.au/abouttelstra/commitments/accessforeveryone/index.cfm
2.9.4 Services for Indigenous Communities:
http://telstra.com.au/abouttelstra/commitments/access-for-everyone/
2.9.5 Language Assistance - Telstra’s Multicultural Call Centre speaks your language at:
http://telstra.com.au/abouttelstra/commitments/accessforeveryone/index.cfm
2.9.6 See evidence for Measure 1.6
Measure 2.10: Information provided on its legal and regulatory responsibilities
relating to the delivery of service to customers
Detailed Information is available online to customers on telstra.com setting out Telstra’s
regulatory and legal responsibilities.
Evidence:
2.10.1 Universal Service Obligations at:
http://www.telstra.com.au/abouttelstra/commitments/uso/
2.10.2 Priority Assistance obligations at:
http://www.telstra.com.au/homephone/help_faqs/priority_assist.html
2.10.3 CSG obligations at:
http://www.telstra.com.au/abouttelstra/commitments/csg/
2.10.4 Privacy obligations at:
http://www.telstra.com.au/privacy/
2.10.5 Disability Equipment Program at:
http://www.telstra.com.au/abouttelstra/commitments/disability-services/disability-equipmentprogram/ and
http://www.telstra.com.au/homephone/phones/disability.html
3. COORDINATION AND MANAGEMENT OF ACTIVITIES INCLUDING TARGETED
APPLICATION OF RESOURCES AND AN INTEGRATED APPROACH TO CONNECTIONS,
MAINTENANCE AND REPAIRS
Measure 3.1: Senior level accountability for coordination and management of activities
The Telstra Operations business unit has accountability for maintenance and repairs across the
company and is represented at the highest level.
Evidence:
3.1.1 General information on customer service commitments at:
http://telstra.com.au/abouttelstra/commitments/index.cfm
Telstra RRPP 2009/10 Annual Review
13
3.1.2 Integrated approach to payphones:
http://telstra.com.au/abouttelstra/commitments/payphone-services/
3.1.4 Network Reliability Framework performance at:
http://telstra.com.au/abouttelstra/commitments/customer-service-network-reports/networkreliability/
3.1.5 Customer Service Guarantee at:
http://telstra.com.au/abouttelstra/commitments/csg/
Measure 3.2: Range of telecommunication services
Telstra provides a range of telecommunications services. Details of these services, including
those specifically targeted at customers in rural and remote locations can be found at the
websites below.
Evidence:
3.2.1 Various examples of information on mobile services at:
http://telstra.com.au/mobile/services/
3.2.2 Various examples of information on home phone services at:
http://www.telstra.com.au/homephone/index.html
3.2.3 Various examples of information on internet services at:
http://www.telstra.com.au/bigpond_internet/
3.2.4 Description of new ranges of products and services launched is included in the Corporate
Responsibility Report at:
http://telstra.com.au/abouttelstra/corporate-responsibility/reporting-and-performace/
3.3 Natural disasters in 2009/2010
In 2009/2010, the following natural disasters were declared to be eligible for customer
assistance relief packages:
Bushfires in Toodyay WA (December 2009)
Bushfires in Port Lincoln SA (December 2009)
Floods in SW & SE QLD (February 2010)
Tornado in Lennox Head NSW (June 2010)
Evidence:
3.3.1: Details of natural disaster relief provided by Telstra:
http://telstra.com.au/abouttelstra/corporate-responsibility/communities/disaster-relief/
3.3.2: Cyclone Ului, Queensland Coastal Areas: March 2010
Limited disaster relief package including OTM suspended to affected areas for three weeks and
credit management considerations were granted when dealing with affected customers.
4. SUPPORT THROUGH SERVICE ACTIVITIES FOR BROADER COMMUNITY
DEVELOPMENT
Measure 4.1: Support through commercial provision of products and services
The principal means through which Telstra contributes to community and regional development
is through the commercial provision of telecommunications products and services to its
customers. Telstra’s strong rural presence strategy of having staff living and working in many of
the areas they serve has a strong flow on effect in the local economies. Telstra’s significant
investment in programs that connect people, support communities and contribute to the
wellbeing of all Australians will continue to be a major focus for the company. The company’s
on-going community investment reaffirms Telstra’s commitment to being part of the fabric of
Australian communities and enabling social interaction no matter where people live.
Telstra is also proud of the part it plays in supporting Australia’s rich cultural heritage and
development. Telstra local managers and staff undertake a range of local activities to support
communities, businesses and local government. They support local government and regional
development bodies and provide advice on infrastructure investments or applications for state
and federal telecommunications funding.
Telstra RRPP 2009/10 Annual Review
14
Telstra is active in most local communities around the nation. Telstra managers and staff are
active on a voluntary basis in a range of organisations such as Chambers of Commerce and
service clubs. Telstra supports a variety of local organisations and events through commercial
sponsorship activities. These range from in-kind and financial support for sporting and cultural
activities, to involvement in business and regional development forums, field days and expos.
Among others, Telstra’s community investment programs include NRL and AFL grassroots
programs, the Telstra Assistance Fund, Telstra’s Kids Fund, Telstra Connected Seniors®, the
Telstra Road to Tamworth, Telstra Business Awards and Telstra Business Women’s Awards, the
Telstra Foundation and Telstra’s My Community program.
Links to examples of Telstra’s 2009/ 10 sponsorship activities are provided below.
Evidence:
4.1.1 Telstra in the Community publication, which highlights some of our 2009 sponsorship
activities and initiatives at:
http://www.telstra.com.au/abouttelstra/download/document/TLS0001-Community-Report.pdf
4.1.2 Multimillion dollar community investment aims to connect communities 4 June 2010
http://www.telstra.com.au/abouttelstra/media-centre/announcements/multi-million-dollarcommunity-investment-aims-to-connect-communities.xml
4.1.3 Telstra investment in disability community capacity building at:
Telstra-TJA Christopher Newell Prize for Telecommunications and Disability
Sponsorship of national Link Disability magazine
http://www.telstra.com.au/abouttelstra/commitments/disability-services/communityinitiatives/index.htm
4.1.4 General information on Telstra’s sponsorship activities at:
http://www.telstra.com.au/abouttelstra/sponsorships/index.cfm
4.1.5 Media releases supporting sponsorship activities at:
One Laptop Per Child Australia Bridges the Gap for Remote Children – 31 Mar 2010
http://www.telstra.com.au/abouttelstra/media-centre/announcements/one-laptop-per-childaustralia-bridges-the-gap-for-remote-children.xml
4.1.6 Tenielle Musulin is catapulted into the international music spotlight – 20 Jan 2010
http://www.telstra.com.au/abouttelstra/media-centre/announcements/tenielle-musulin-iscatapulted-into-the-international-music-spotlight.xml
4.1.7 Telstra Art Award Announces Australia’s finest 01 Jun 2010
Finalists for this year's 27th Telstra National Aboriginal & Torres Strait Islander Art Award have
been announced today by the Museum and Art Gallery of the Northern Territory (MAGNT) and
principal sponsor Telstra.
4.1.8 Telstra's long term commitment to Indigenous artists continues 30 Mar 2010
Telstra's ongoing commitment to supporting the creative talents of Australia's Indigenous artists
was reaffirmed today with the extension of its long standing sponsorship of the Telstra Art
Award for a further three years.
Telstra Business Awards
4.1.9 Resources consultants named Tasmanian Business of the Year 29 Jun 2010
A fast-expanding north-west Tasmanian business offering diversified consultancy services to
national and international mining and manufacturing companies has won top honors in the 2010
Telstra Tasmanian Business Awards.
4.1.10 SA's top businesses take aim at local and overseas growth 25 Jun 2010
Telstra today named the finalists in the 2010 Telstra South Australian Business Awards, with all
businesses targeting increased local market share and half looking to expand overseas as part of
their growth plans.
Telstra RRPP 2009/10 Annual Review
15
4.1.11 Western Australia’s top businesses take aim at intrastate expansion 24 Jun 2010
Telstra today named the finalists in the 2010 Telstra Western Australian Business Awards, with
80 per cent of the businesses targeting expansion to other regions of WA as a key part of their
growth plans.
4.1.12 Northern Territory's top businesses take aim at local market expansion 23 Jun 2010
Telstra today named the finalists in the 2010 Telstra Northern Territory Business Awards, with
the majority of the businesses targeting increased local market share as key to their growth
plans.
4.1.13 Queensland's top businesses take aim at local market expansion 22 Jun 2010
Telstra today named the finalists in the 2010 Telstra Queensland Business Awards, with the
majority of the businesses targeting increased local market share as key to their growth plans.
4.1.14 NSW's top businesses geared to grow 21 Jun 2010
Telstra today named the finalists in the 2010 Telstra NSW Business Awards, with judges
impressed by their future growth plans which include national expansion and international
exporting.
4.1.15 ACT's top businesses geared to grow 16 Jun 2010
Telstra today named the finalists in the 2010 Telstra ACT Business Awards, with judges
impressed by their future growth plans which includes national expansion and international
exporting.
Telstra Business Womens’ Awards
4.1.16 Georgina Rinehart awarded 2009 Telstra Australian Business Woman of the Year 13 Nov
2009
Georgina Rinehart, Chairman of Hancock Prospecting, has been named the 2009 Telstra
Australian Business Woman of the Year at an awards ceremony in Melbourne.
4.1.17 Susan Chase awarded 2009 Telstra South Australian Business Woman of the Year 30 Oct
2009
Susan Chase, Managing Director of Cowell Electric Supply, has been awarded the prestigious
2009 Telstra South Australia Business Woman of the Year at an awards function held in Adelaide
today.
4.1.18 Alice Springs' Vicki Taylor awarded 2009 Telstra Northern Territory Business Woman of
the Year 23 Oct 2009
Vicki Taylor, General Manager of Alice Springs Hospital, has been awarded the prestigious 2009
Telstra Northern Territory Business Woman of the Year at an awards function in Darwin today.
4.1.19 Tewantin's Sue Scheinpflug awarded 2009 Telstra Queensland Business Woman of the
Year 20 Oct 2009 at:
http://telstrabusinesswomensawards.com/assets/pdf/media/2009/QLD_Winner_PR_201009.pdf
4.1.20 HR Leader Rhonda Brighton awarded 2009 Telstra NSW Business Woman of the Year 15
Oct 2009
Rhonda Brighton, Luxottica's Senior Vice President of HR and Communication, Asia Pacific and
Africa, has been awarded the prestigious 2009 Telstra NSW Business Woman of the Year at an
awards function in Sydney today.
4.1.21.Dickson's Veronica Wensing awarded 2009 Telstra ACT Business Woman of the Year 14
Oct 2009
Veronica Wensing, Executive Officer of Canberra Rape Crisis Centre, has been awarded the
prestigious 2009 Telstra ACT Business Woman of the Year at an awards function at Parliament
House today.
4.1.22 Georgina Rinehart awarded 2009 Telstra WA Business Woman of the Year 08 Oct 2009
Georgina Rinehart, Chairperson of Hancock Prospecting, has been awarded the prestigious 2009
Telstra WA Business Woman of the Year at an awards function in Perth today.
Measure 4.2: Local marketing and community support activities eg. support for
emergency services
In 2002 Telstra established a Foundation to administer a $5 million annual philanthropic
program. The Telstra Foundation aims to enrich the lives of Australian children and young people
by operating two granting programs, the Community Development Fund and Telstra’s Kids Fund.
The Community Development Fund supports community organisations across Australia in the
areas of social innovation, Indigenous development and cyber-safety. Telstra’s Kids Fund is an
Telstra RRPP 2009/10 Annual Review
16
employee directed giving program that supports a broad range of local initiatives and projects
across education, sports and recreation, arts and culture, environment, health, disability and
cultural diversity.
Evidence:
4.2.1 Telstra Foundation
http://telstrafoundation.com/
4.2.2 Telstra Foundation report
http://www.telstra.com.au/abouttelstra/download/document/tf-year08-09-report.pdf
4.2.3 Telstra Foundation Media Releases
http://telstrafoundation.com/
Telstra Foundation funds program to help doctors manage youth mental health 24 March 2009
http://www.telstrafoundation.com.au/dir148/tfweb.nsf/FilesToLinkToLookup/murdochchildrensre
searchinstitutemobiletypemediarelease/$FILE/Murdoch%20Childrens%20Research%20Institute
%20press%20release.pdf
Telstra Foundation grant helps connect Indigenous youth to cultural heritage 30 September
2009
http://www.communitybuilders.nsw.gov.au/foundations.pdf
Telstra Foundation empowers and protects Youth Online 9 June
http://www.telstrafoundation.com.au/dir148/tfweb.nsf/FilesToLinkToLookup/cybersafetyannounc
ementjune2009/$FILE/0406%20Telstra%20Foundation's%20committment%20to%20empower
%20and%20protect%20youth%20online.pdf
4.2.4 Disaster relief information at
http://telstra.com.au/abouttelstra/corporate-responsibility/communities/disaster-relief/
(see “Community Matters”)
4.2.5 Telstra Assistance media releases see section 3.3
Measure 4.3: Provision of information on local marketing and community support
activities
Telstra supports and encourages hundreds of local business initiatives; from sponsoring tourism
and development opportunities, to providing telecommunications services or volunteering time
for events which bring businesses and people together.
For example in Western Australia, we sponsor the Chamber of Commerce Business Awards in
Northam, Esperance and Kalgoorie-Boulder to reward successful, small businesses, and
recognise the important role they play in local business development. We also support other
regional chambers of commerce across the country.
In South Australia, we helped bring together the Limestone Coast Area Consultative Committee,
a key facilitator of change and development in the region and the link between the Australian
Government, business and the community. We supported the committee by providing a past
Telstra Business Women Award winner as a guest speaker at their International Women’s Day
Dare to be Different event.
And in Inverell, New South Wales, we have been supporting the Telstra Country Wide®
Sapphire City Festival for the last seven years. The festival is a week long event of exhibitions,
performances and sporting events that brings visitors to this remote and rural area. Our
employees who also live and work in the region provide extra support to the festival by
volunteering their time.
In 2009/10 Telstra also donated over $290,000 to grass roots regional AFL and NRL football
teams through the “True Supporters” campaign. This campaign assisted in raising vital funds for
local clubs to assist with such things as purchase of equipment. In addition, Telstra also donated
in excess of $230,000 to local Surf Life Saving clubs around Australia to assist in the purchase of
Telstra RRPP 2009/10 Annual Review
17
vital club equipment to assist in the saving of lives.
Evidence:
4.3.1 See sponsorship information at:
http://www.beinvolved.com.au/
4.3.2 See evidence for Measures 4.1 and 4.2
5. ARRANGEMENTS IN PLACE TO ADDRESS CUSTOMERS’ INTERESTS AND ANY
CHANGES TO THOSE ARRANGEMENTS AND CONSULTATION AND RELATED PROCESSES
IN RELATION TO SUCH CHANGES
Measure 5.1: Consultation with representatives of consumers at a national level
Telstra has relationships and consults with a large number of national representative groups
across Australia, including the Australian Local Government Association, Farming organisations,
the Telstra Disability Forum and the Isolated Children’s Parents’ Association.
Evidence: See evidence at Measure 1.6 and 2.9.2 for more information
Measure 5.2: Engagement with representatives of consumers from regional, rural and
remote Australia
Telstra has relationships and consults with a large number of local representative groups
including state farming bodies, Local Government Associations, regional development boards,
local members of Federal and State Governments and local community groups.
Evidence:
See evidence at Measure 1.6 for more information
Measure 5.3: Contact with community leaders in regional, rural and remote areas of
operation
Telstra Country Wide AGMs have contact with their local community leaders on a regular basis.
It is part of their role to manage these relationships in their region.
Evidence:
5.3.1 AGM job description at Appendix 2
5.3.2 Telstra Country Wide Regional Consultative Forum meetings (see Measure 1.6)
Measure 5.4: Consultation with appropriate community leaders on implementation of
any decisions regarding organisational change that may materially affect the interests
of a community
Telstra consults widely with community leaders on issues that may impact on the provision of
telecommunications service to local communities. This includes for example the
placement/removal of payphones and the location and construction of new mobile base stations.
Evidence:
5.4.1 Considerations when siting a payphone
http://telstra.com.au/abouttelstra/commitments/payphone-services/considerations/index.htm
5.4.2 Payphone Removal Criteria
http://telstra.com.au/abouttelstra/commitments/payphone-services/removal-criteria/index.htm
5.4.3 Finding a location of a public payphone
http://envinsaonline.mapinfo.com.au/ppol
5.4.4 Payphone provisioning criteria
Payphone provisioning criteria at
http://telstra.com.au/abouttelstra/commitments/payphone-services/
6. MEASURES FOR REPORTING PERFORMANCE AGAINST THE LOCAL PRESENCE PLAN
Telstra RRPP 2009/10 Annual Review
18
Measure 6.1: Report within 60 days at the end of the financial year on performance to
meet the Local Presence Plan
Evidence:
6.1.1 Report for 2006/07 submitted to Minister and ACMA by 29 August 2007
6.1.2 Report for 2007/08 submitted to Minister and ACMA by 29 August 2008
6.1.3 Report for 2008/09 submitted to Minister and ACMA by 29 August 2009
6.1.4 Report for 2009/10 to be submitted to Minister and ACMA by 29 August 2010
Telstra RRPP 2009/10 Annual Review
19
Telstra RRPP 2009/10 Annual Review
20
Appendix 1
Telstra Organisational Structure with respect to Telstra Country Wide
Telstra RRPP 2009/10 Annual Review
21
Appendix 2
Telstra Country Wide AGM Role description
Primary Role Purpose:
To achieve and grow sales, revenue and customer service targets in a designated region;
including managing key stakeholder relationships.
Key accountabilities
• Develop key regional and community stakeholder relationships to enhance business unit image
and contribute to the achievement of revenue and sales targets
• Develop and Implement Regional Business Plans within agreed timeframes and in accordance
with business unit and corporate objectives
• Operationalise national marketing and sales strategies for designated region
• Be the “Face of Telstra” in the designated region; attend media, community and local
government meetings and other local events as required
• Establish and maintain effective working relationships with peer groups and key internal
stakeholders
• Maintain agreed external stakeholder relationships relevant to the achievement of business
objectives
Telstra Regional Executive Director Role description
Primary Role Purpose:
In your region effectively achieve strategic objectives aligned with the company’s overall
priorities, via establishing strategic and operating frameworks/processes/systems. Steer the
business through the internal and external environment, with a focus on planning for a one to
two year timeframe, forecasting for a three-year timeframe and contemplation of issues that
may arise in a five to ten year timeframe. Develop organisational capability to meet current and
future needs within the region.
Key accountabilities
• Guarantee effective delivery of business objectives for region
• Translate the agreed direction into strategies to optimise the achievement of business
objectives, ensuring constant alignment of priorities with the company’s overall objectives
• Drive the achievement of business objectives through establishing and maintaining service
delivery frameworks, operating systems and policies/processes/practices in your region
• Champion complex improvement projects and innovative opportunities across the business
• Provide strategic and expert advice to GMD and contribute to the formulation of the strategic
direction for the business
Telstra RRPP 2009/10 Annual Review
22
Appendix 3
TELSTRA COUNTRY WIDE®
EXECUTIVE STAFF & LOCATIONS as at 30 June 2010
OFFICE BEARER
Group Managing Director: Brett Riley
Location: 37/242 Exhibition Street, Melbourne VIC 3000
NORTHERN REGION, QLD
Executive Director: Bill Dunn
Location: 21/275 George St, Brisbane QLD 4000
Far North Queensland
Area General Manager: Wally Donaldson
Location: 71-73 McLeod Street, Cairns QLD 4870
North Queensland
Area General Manager: David Llewellyn
Location: 8/7 Tomlins Street, South Townsville QLD 4810
Country Coast and Capricornia
Area General Manager: Barbara Wells
Location: Station Chambers, 116 Lennox Street, Maryborough QLD 4650
Sunshine Coast
Area General Manager: Jason Law
Location: Grd/43 Plaza Parade, Maroochydore QLD 4558
Southern Queensland
Area General Manager: Nigel Beaman
Location: Grd/146 Herries Street, Toowoomba QLD 4350
Gold Coast
Area General Manager: Samantha Kennedy
Location: Level 2, 1 Lake Orr Drive Varsity Lakes QLD 4227
Brisbane Metro
Area General Manager: Anton Jones
Location: 2/192 Ann Street, Brisbane QLD 4000
EASTERN REGION, NSW/ACT
Executive Director: Sue Passmore
Location: 180 Molesworth Street, Lismore NSW 2480
North Coast NSW
Area General Manager: Michael Sharpe
Location: 13 Craft Close, Toormina NSW 2452
North West NSW
Area General Manager: Richard Bourne
Location: 1/91-95 Dangar Street, Armidale NSW 2350
Telstra RRPP 2009/10 Annual Review
23
Hunter Central Coast
Area General Manager: Chris Cusack
Location: Telstra Civic Building, 6/317 Hunter Street, Newcastle NSW 2300
Western NSW
Area General Manager: Darren Smith
Location: 1/113 Byng Street, Orange NSW 2800
Illawarra Region
Area General Manager: Pat Nolan
Location: Grd/296 Crown Street, Wollongong NSW 2500
Capital South East
Area General Manager: Chris Taylor
Location: 5/490 Northbourne Avenue, Dickson ACT 2602
Riverina Murray
Area General Manager: Andrew Cottrill
Location: 540 Swift Street, Albury NSW 2640
Sydney Metro
Area General Manager: Jon Grahame
Location: 111 Henry Street, Penrith NSW 2751
SOUTHERN REGION, VIC/TAS
Executive Director: Grant Wiltshire
Location: Level 2 Central Square, 18 Armstrong Street South, Ballarat VIC 3350
Northern Victoria
Area General Manager: Robert Bell
Location: 54 High Street, Shepparton VIC 3630
South East Victoria
Area General Manager: Jane Oakley
Location: Suite 3, 81-89 Hotham Street, Traralgon VIC 3844
Geelong and the Surf Coast
Area General Manager: Jodi Manion
Location: 149 Myers Street, Geelong VIC 3220
South West Victoria
Area General Manager: Bill Mundy
Location: Level 2 Central Square, 18 Armstrong Street South, Ballarat VIC 3350
Central Victoria and Sunraysia
Area General Manager: Margaret O’Rourke
Location: 384 Hargreaves Street, Bendigo VIC 3550
Melbourne Metro
Area General Manager: Pat O’Beirne
Location: 37/242 Exhibition Street, Melbourne VIC 3000
Northern Tasmania
Area General Manager: Michael Patterson
Telstra RRPP 2009/10 Annual Review
24
Location: 102 Cameron Street, Launceston TAS 7250
Hobart and Southern Tasmania
Area General Manager: Noel Hunt
Location: 70 Collins Street, Hobart TAS 7000
WESTERN REGION, WA
Executive Director: Peter Fairclough
Location: 4/80 Stirling St, Perth WA 6000
Central WA
Area General Manager: Lloyd Morley
Location: 301 Hannan Street, Kalgoorlie WA 6430
Southern WA
Area General Manager: Ray Philp
Location: 151 Victoria Street, Bunbury WA 6230
WA North
Area General Manager: Tony Carmichael
Location: 15 Chapman Road, Geraldton WA 6530
Perth Metro
Area General Manager: Guy Champion
Location: Grd/251 St Georges Terrace, Perth WA 6000
CENTRAL REGION, SA/NT
Executive Director: Danny Honan
Location: 3/30 Pirie Street, Adelaide SA 5000
SA South
Area General Manager: Mark Bolton
Location: 19 Adelaide Road, Murray Bridge SA 5253
SA North
Area General Manager: John Tonkin
Location: 18 King Street, Port Lincoln SA 5606
Adelaide Metro
Area General Manager: Colette Smith
Location: 3/30 Pirie Street, Adelaide SA 5000
Northern Territory
Area General Manager: Mark Sweet
Location: 9/24 Mitchell Street, Darwin NT 0800
Contacting Telstra Country Wide
Please email: tcw@online.telstra.com.au
INFORMATION AND CONNECTION SERVICES
Complaints
Home Phone Services:
13 2200
Telstra RRPP 2009/10 Annual Review
25
Business Services:
Telstra Mobile Services:
BigPond®:
Business
Small and Medium Business
General Enquiries:
Small Business Faults:
Medium Business Faults (3+ Lines):
Online:
Enterprise and Government
All Enquiries:
Online:
Residential
Home Phone Services
Home Phone Enquiries:
Home Phone Faults:
Telstra PrePaid Home:
Online:
Mobiles
Mobile Phone Enquiries or Faults:
Telstra PrePaid:
Online:
BigPond®
Sales and Billing Enquiries:
BigPond® Faults:
Online:
13 2000
125 111
137 663
13 2000
13 2999
13 2255
www.telstra.com.au/business
1300 TELSTRA (1300 835 787)
www.telstraenterprise.com
13 2200
13 2203
1800 065 908
www.telstra.com.au/homephoneservices
125 111
125 8880
www.telstra.com.au/mobile
13 POND (13 7663)
13 3933
www.bigpond.com
To find your nearest Telstra shop or T[life]™ store
Go to www.telstra.com/telstrashop
Call 1300 MYTLIFE (1300 698 543) or scan this code
Data charges may apply.
Telstra RRPP 2009/10 Annual Review
26
Appendix 4 – Telstra assisting customers
Products & Services; Infrastructure & Network Upgrades; Information for Customers
Telstra adds Blue Tick Telstra One Experience handset to Next G line up
07 Jul 2009 - Media Release
Telstra today announced the addition of the new Sony Ericsson W508 Walkman(TM) phone to its
Blue Tick range of handsets. Telstra Country Wide Group Managing Director, Brett Riley, said the
Sony Ericsson W508, available in-store from today, combines strong coverage performance and
the latest in Walkman (TM) music playing technology and flip phone looks.
Telstra signs eight-year office lease in Hobart
08 Jul 2009 - Media Release
Telstra has confirmed its commitment to Tasmania by announcing it has signed a new eight-year
lease of 70 Collins Street, Hobart, which will involve an upgrade of its office space as well as the
building lobby and common areas.
Grants now open to help seniors get surfing and texting
22 Jul 2009 - Media Release
Grants worth up to $50,000 are now available from Telstra for community groups to teach
seniors the benefits of using mobile phones and computers.
Telstra's Australian-first MEOW adds bite to disaster recovery
27 Jul 2009 - Media Release
Australia's defences against future bushfire threats received a significant boost today with
Telstra's launch of the new $200,000 Mobile Exchange on Wheels, the first of its kind in the
country.
BlackBerry Bold gets Telstra Blue Tick of approval
29 Jul 2009 - Media Release
Telstra today announced that one of Australia's most popular smartphones, the BlackBerry®
Bold", would be accredited with Telstra's Blue Tick which recommends devices for handheld use
in metro, rural and regional areas.
Telstra supports Bendigo Health Foundation with $50,000 boost
03 Aug 2009 - Media Release
Telstra's support for the Bendigo community continues with a $50,000 donation for the newly
formed Bendigo Health Foundation.
Telstra and the Tasmanian Farmers and Graziers Association celebrate 10-year
relationship
06 Aug 2009 - Media Release
August 6, 2009 - Telstra's 10-year association with the Tasmanian Farmers and Graziers
Association (TFGA) will continue for another year into 2010, following the renewal of a long-term
sponsorship agreement between the two organisations
Telstra extends sponsorship agreement with Our Kids Foundation
10 Aug 2009 - Media Release
Telstra and Our Kids Foundation have signed a new Gold sponsorship agreement, extending the
long-term association between the two organisations into its sixth year
Local community groups urged to Keep the Music Playing
12 Aug 2009 - Media Release
Community groups within 400 kilometres of Adelaide have the chance to win a musical
equipment package through the Keep the Music Playing initiative
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ACT Artist Danie Mellor Wins National Telstra Art Award
17 Aug 2009 - Media Release
Canberra based artist Danie Mellor has been awarded Australia's prestigious Indigenous art prize
- the national Telstra Art Award, at the 26th Telstra National Aboriginal & Torres Strait Islander
Art Award for his work titled From Rite to Ritual
Telstra's Next G network powers remote video conference
26 Aug 2009 - Media Release
25 August 2009 - About 20 kilometres south of Geraldton in Western Australia, Telstra today
demonstrated the power of its Next G" network by simulating a virtual site inspection, linking
workers in the field to experts in the office via video conference
High Speed Broadband to Arnhem Land wins Major Award
08 Sep 2009 - Media Release
Telstra's Arnhem Land fibre/Broadbanding the Top End project has taken out 2 major awards at
the Australian Institute of Project Management Awards Gala Dinner held in Darwin
Nokia 6720 classic launches on Next G network
10 Sep 2009 - Media Release
Telstra today announced the launch of the new Nokia 6720 classic on the Telstra Next G
network. The new mobile phone comes with Telstra's BlueTick which means it is recommended
for handheld use in rural, regional and metropolitan areas.®
Telstra commits to the Western Downs with major infrastructure investment
14 Sep 2009 - Media Release
Telstra today reaffirmed its commitment to Dalby and the Western Downs announcing more
than $3.5 million in capital investment for the area
Continuous Next G mobile coverage for the new Perth to Bunbury Highway project
21 Sep 2009 - Media Release
To support the opening of the new Perth to Bunbury Highway Project, Telstra today confirmed
that users of the highway - the 70.5 kilometre bypass from Kwinana Freeway to Lake Clifton,
would benefit from new Next G mobile broadband coverage
Regional musicians urged to enter Telstra Road to Tamworth
28 Sep 2009 - Media Release
Aspiring musicians in regional areas throughout Australia have a fantastic opportunity to enter
this year's Telstra Road to Tamworth national country music search via the new digital heat and
separate songwriter's category
Telstra hits century: launches 100th ADSL2+ exchange in Tasmania
28 Sep 2009 - Media Release
Telstra has upgraded its 100th telephone exchange in Tasmania to ADSL2+, extending the
ADSL2+ coverage footprint to 88 per cent of Tasmanian homes and businesses
$563,000 Telstra Foundation grant helps connect Indigenous youth to cultural
heritage
01 Oct 2009 - Media Release
The Telstra Foundation will support a program run by Goolarri Media Enterprises in Broome,
Western Australia with a $563,000 grant over three years to teach local Indigenous youth digital
media skills
Next G coverage upgrade benefits South Hedland businesses and residents, Mobile
Broadband
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01 Oct 2009 - Media Release
Telstra today announced that South Hedland businesses and residents would benefit from an
investment of almost $300,000 to upgrade Next G mobile broadband coverage in the area
New Next G coverage planned for Karratha
02 Oct 2009 - Media Release
Telstra today announced plans to upgrade mobile broadband coverage across Karratha with the
installation of three new Next G™ base stations at Gap Ridge, Nickol and Bulgarra
More than 100 communities receive 3G mobile coverage for the first time
06 Oct 2009 –Media release
Telstra to keep Hamilton Island connected
29 Oct 2009 - Media Release
Visitors and employees of Hamilton Island in the Whitsundays are now benefiting from the
quality, speed and reliability of Telstra's high-speed networks and services. Telstra has been
awarded a three-year $4.5 million contract to provide a full business solution to Hamilton Island
Enterprises (HIE).
Top telephone tips to prepare for summer emergencies
12 Nov 2009 - Media Release
With summer approaching, Telstra has developed a list of 10 top telephone tips that customers
can use to prepare for an emergency situation, including for floods, bushfires and cyclones
School broadband speeds up with $280 million boost
20 Nov 2009 - Media Release
The Minister for Education and Training, Verity Firth, today announced the signing of an
agreement between Telstra and the NSW Government to revolutionise the delivery of digital
education to all public schools and TAFE institutes
Answer the call to assist Townsville surf clubs
24 Nov 2009 - Media Release
Surf life savers have always been ready to answer our call for help, and now it is time for the
Townsville community to answer their call this surf season
Landmark Arnhem Land Fibre Project Completed
02 Dec 2009 - Media Release
Telstra today announced the completion of one of the largest optic fibre and broadband
infrastructure projects undertaken in recent times - the Arnhem Land Fibre Project
When disaster strikes, Telstra sends in the TECKs
07 Jan 2010 - Media Release
Communities cut off by natural disasters, such as bushfires, cyclones and floods, are being
reconnected to the world quickly thanks to specially-developed Telstra "TECKs".
Tenielle Musulin is catapulted into the international music spotlight
20 Jan 2010 - Media Release
Tenielle Musulin, 22, from Karratha has triumphed over hundreds of country music hopefuls to
win the Telstra Road to Tamworth major performer's prize, which includes a return trip to
Nashville to record in a US studio and a full 12-month career development package
Seniors grants available to conquer technology
01 Feb 2010 - Media Release
Community groups can now apply for Telstra Connected Seniors® grants worth up to $50,000
to help seniors make the most of modern-day communications technology such as mobile
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phones and computers
Local Council welcomes Collingwood to the Telstra AFL Community Camp in Mansfield
03 Feb 2010 - Media Release
The Telstra AFL Community Camp program is fast becoming a landmark occasion for local and
regional AFL fans to interact with their heroes in the lead up to the 2010 Toyota AFL Premiership
season
Telstra launches world's first HSPA+ Dual Carrier network
15 Feb 2010 - Media Release
In a world first, Telstra today announced it had completed the upgrade of its Next G HSPA+
network with Dual Carrier technology and unveiled the first wireless broadband device to
capitalise on the new record-breaking speeds
Telstra fibre project win
12 Mar 2010 - Media Release
Telstra's delivery of high-speed broadband to remote communities has been recognised, winning
at an Australian Telecommunications Users Group (ATUG) gala awards event last night. This is
the sixth award for the Arnhem Land fibre project
Telstra to begin LTE trials in May
18 Mar 2010 - Media Release
Telstra will start Australian trials of Long Term Evolution (LTE) technology in May, to assess its
capability and performance as the next generation evolution for the Next G network
Telstra teams with MCA to take art outside the gallery walls
24 Mar 2010 - Media Release
The Museum of Contemporary Art (MCA) and Telstra have forged a new technology partnership
to help take contemporary art to rural and remote parts of the country and build a wider global
audience for Australian artists
Raising the stakes of engagement
29 Mar 2010 - Feature Story
Effective stakeholder engagement is an important value creating activity for Telstra. Talking
regularly and continuously engages with our key stakeholders, seeking their views and
feedback, and developing high quality relationships, helps us to build trust, solve problems,
make informed decisions and better meet the needs of our customers and communities.
Improving the quality of our relationships with our stakeholders is a key corporate responsibility
objective
Telstra's long term commitment to Indigenous artists continues
30 Mar 2010 - Media Release
Telstra's ongoing commitment to supporting the creative talents of Australia's Indigenous artists
was reaffirmed today with the extension of its long standing sponsorship of the Telstra Art
Award for a further three years
Telstra aims to recruit 40 Indigenous trainees
30 Mar 2010 - Media Release
Telstra aims to recruit more than 40 Indigenous trainees as part of the company's Reconciliation
Action Plan to be launched by Chief Executive Officer, David Thodey, in the remote Northern
Territory community of Yirrkala tomorrow
One Laptop Per Child Australia Bridges the Gap for Remote Children
31 Mar 2010 - Media Release
Corporate Australia supports One Laptop Per Child Australia in educational laptop deployment.
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One Laptop Per Child (OLPC) Australia today announced the expansion of its deployment
program, supporting the educational development of children in isolated areas of the country
Junior clubs can apply for a share of more than $1 million in equipment grants
05 May 2010 - Media Release
Telstra has committed over $1 million to support eligible junior sports and community clubs
across Australia with equipment grants as part of the 2010 Telstra Assistance Fund
Telstra’s Junior Rugby League City Country Interchange kicks off in Canberra
06 May 2010 - Media Release
This week marks the start of Telstra’s inaugural Junior Rugby League program that will bring
‘City to the Country and Country to the City’ as part of the Kids to Kangaroos community
grassroots program
The Australian Ballet announces The Dancers Company 2010 Tour
12 May 2010 - Media Release
The Australian Ballet is delighted to announce The Dancers Company 2010 Tour, proudly
supported by Principal Sponsor Telstra. This year The Dancers Company celebrates its 30th
anniversary of touring regional Australia
Telstra Next G network works on water
20 May 2010 - Media Release
Seafaring Telstra Next G customers planning offshore trips can now check the mobile network’s
coverage out to sea with the launch of new online maps
Telstra Foundation announces support for The Long Walk
20 May 2010 - Media Release
The Long Walk Trust today launched its new national ‘Get The Conversation Started’ schools
program, aimed at generating conversation and discussion in schools about Indigenous culture
and issues affecting Indigenous communities
New wireless technology set to double Internet speed
04 Jun 2010 - Media Release
Regional Australians will be among the first to experience Telstra's latest advance in Australia’s
fastest national mobile broadband speeds when Telstra launches a new mobile device enabling
the doubling of data speeds over the Next G network later this year
Multi million dollar community investment aims to connect communities
04 Jun 2010 - Media Release
Telstra's significant investment in programs that connect people, support communities and
contribute to the wellbeing of all Australians, valued at $65.2M in 2008-09, will continue to be a
major focus for the company it was announced today
Telstra’s Junior Rugby League City Country Interchange arrives in Dubbo
08 Jun 2010 - Media Release
Telstra's inaugural Junior Rugby League program that brings 'City to the Country and Country to
the City' as part of the Kids to Kangaroos community grassroots program arrived in Apex Park,
Dubbo earlier today bringing with it a rugby league exchange team from Queanbeyan
Telstra and Nokia Siemens Networks LTE world-first trial achieves 100Mbps at 75km
using 2.6GHz
18 Jun 2010 - Media Release
Telstra and Nokia Siemens Networks have conducted groundbreaking trials of next generation
mobile technology in Australia, successfully achieving peak speeds of 100Mbps download and
31Mbps upload over a record-breaking distance of 75 kilometres in regional Victoria
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Australian Broadband Guarantee Media release from Senator the Hon Stephen Conroy
Minister for Broadband, Communications and the Digital Economy,
10 May 2010
http://www.minister.dbcde.gov.au/media/media_releases/2010/043
Telstra’s announcement of more competitively priced wireless broadband services, the
Department of Broadband, Communications and the Digital Economy has undertaken
comprehensive, independent testing of the performance and coverage of the NextG network.
The Department found that NextG services are metro-comparable under the ABG in most areas
of the network.
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