Telstra’s Regional and Rural Presence Plan 2012-2015
Preliminary Draft for Consultation
OVERVIEW
Telstra is a major provider of telecommunications services to Australia’s regional and rural
communities. Our dedication and commitment to serving the needs of these customers is long
standing and will continue in the future.
Despite this strong commitment, Australian Government regulation since 2005 requires Telstra
to maintain a local presence in regional, rural and remote Australia (Carrier Licence Conditions
(Telstra Corporation Limited) Declaration 1997 (Amendment No. 2 of 2005) Condition Number
32). The Licence Condition applies to the extent that the local presence is broadly compatible
with the licensee’s overall commercial interests, is not unduly prescriptive, and does not
impose undue financial and administrative burdens on the licensee. The Licence Condition
also requires Telstra to complete a Regional and Rural Presence Plan every three years.
Telstra’s Regional and Rural Presence Plan 2012-2015 (‘the Plan’) sets out Telstra’s response
to the Licence Condition. As required under Licence Condition 32(11), Telstra invites
submissions from interested stakeholders. The consultation period will run for 42 days,
commencing on 16th January, 2012 and closing on 26th February, 2012. If you would like to
comment on the plan, please do so and send your feedback via email to
RegionalandRuralPresencePlan2012Feedback@team.telstra.com.
2012 onwards will continue to bring tremendous change for the telecommunications industry.
The Federal Government has committed to the roll out of the National Broadband Network
(NBN), introducing high-speed broadband to 93% of the population. All remaining premises will
be served by a combination of next-generation fixed-wireless and satellite technologies.
Telstra intends to participate in the NBN. In conjunction with the NBN, the Government is
implementing major regulatory reforms relating to the structure of the industry (including the
structural separation of Telstra), and other obligations, such as the Universal Service
Obligation.
Consistent with the 2009 Regional and Rural Presence Plan (‘2009 Plan’), this Plan will focus
on the service standards and outputs that are delivered, and will continue to be delivered, by
Telstra’s regional, rural and remote presence. Appendix A sets out the measures for assessing
Telstra’s progress in implementing the Plan. As required under Licence Condition 32(39),
Telstra will report annually on its progress against the key measures, highlighting milestone
achievements in the service of our regional, rural and remote customers.
The Plan summarises:

The role of local managers that support customers, make decisions and prioritise
investment in local areas;

Services for groups with particular needs. These services are provided through
national Telstra programs and supported by local managers and staff;

Telstra’s approach to resource management and information on broadband, mobile
and fixed services in regional, rural and remote Australia;

Telstra’s continuing role in community development;

Consultation processes, through local managers and formal Telstra national
consultative processes; and

Performance measures and reporting.
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Contents
ABOUT THIS PLAN
6
1.1.
Licence Condition
6
1.2.
Telstra's approach to the Regional and Rural Presence Plan
7
1.3.
Structure of the Plan
8
1.4.
General approach to commercial aspects of the Plan
8
TELSTRA'S KEY REGIONAL BUSINESS PRIORITIES
9
2.1.
Improve customer satisfaction
9
2.2.
Simplify the business
9
2.3.
Grow our customer base
10
2.4.
A sustainable Telstra
10
ADVANCES IN REGIONAL TELECOMMUNICATIONS SINCE 2009
12
3.1.
12
Launch of 4G services on Telstra Network
®
3.2.
Improved Next G Service
12
3.3.
ADSL 2+ expansion
12
3.4.
Cloud Computing
12
PARTNERSHIPS TO IMPROVE HEALTH, EDUCATION AND OTHER
SERVICES THROUGH TELSTRA TECHNOLOGY INNOVATIONS
14
4.1.
Fire safety
14
4.2.
Agriculture
14
4.3.
Health (mobile)
14
4.4.
Health (hospital-based)
14
4.5.
NSW Government Schools
15
INVESTMENT IN TELECOMMUNICATIONS SERVICES IN REGIONAL,
RURAL AND REMOTE AUSTRALIA SINCE 2009
16
5.1.
Telstra’s backhaul investment in regional areas
16
5.2.
Birdsville’s permanent 3G service
16
5.3.
Arnhem Land fibre project
16
KEY POLICY DEVELOPMENTS
17
6.1.1. National Broadband Network (NBN)
17
6.1.2. Telstra's Structural Separation Undertaking (SSU) and Migration
Plan
17
6.1.3. Telecommunications Universal Service Management Agency
(TUSMA) Universal Service Obligation (USO) Reform
17
MANAGEMENT STRUCTURE AND DECISION MAKING
19
7.1.
Licence Condition
19
7.2.
Telstra’s strategy and regional Australia
19
7.3.
Executive accountability
20
7.4.
Chapter summary
20
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CUSTOMER SERVICE AND SUPPORT
21
8.1.
Licence Condition
21
8.2.
Improving customer service remains a key imperative for Telstra21
8.3.
Telstra's Customer Service Charter
21
8.4.
Complaint handling
22
8.5.
Services recognising regional, rural and remote needs
23
8.6.
Addressing particular needs of regional, rural and remote
customers
23
8.6.1. Services for older Australians
23
8.6.2. Services for remote Indigenous communities
23
8.6.3. Low income measures
24
8.6.4. Telstra disability services
26
8.7.
Serving the dedicated needs of small and medium business
26
8.8.
Retail outlets and customer information
26
8.9.
Customer enquiries and service support
27
8.10.
Regulated activities
27
8.10.1. Customer Service Guarantee (CSG) for standard telephone
services
28
8.10.2. Network Reliability Framework
28
8.10.3. Universal Service Obligation
29
8.10.4. Telstra operated payphones
29
8.10.5. Priority Assistance for eligible customers
30
8.10.6. Consumer safeguards and industry codes
30
8.11.
Natural disasters
30
8.12.
Mobile services commitment
32
8.13.
Chapter summary
32
COORDINATION AND MANAGEMENT OF ACTIVITIES
34
9.1.
Licence Condition
34
9.2.
Resource management
34
9.3.
Regional, rural and remote telecommunications services
35
9.4.
Broadband services
35
9.5.
Mobile services
35
9.6.
Fixed network and telephone services
36
9.7.
Chapter summary
37
COMMUNITY DEVELOPMENT
38
10.1.
Licence Condition
38
10.2.
Commercial provision of services
38
10.3.
Building stronger, more inclusive communities
38
10.4.
Local sponsorship
38
10.5.
Digital inclusion
39
10.6.
Telstra Foundation
39
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10.7.
Disaster relief
39
10.8.
Chapter summary
40
OPERATIONAL CHANGES AND CONSULATION
41
11.1.
Licence Condition
41
11.2.
Addressing telecommunications interests
41
11.3.
Consultation processes
41
11.4.
Chapter summary
41
REPORTING
43
12.1.
Licence Condition
43
12.2.
Reporting on the Regional and Rural Presence Plan
43
12.3.
Meeting the Regional and Rural Presence obligation
43
APPENDIX A: MEASURES FOR ASSESSING TELSTRA’S PROGRESS IN
IMPLEMENTING THE PLAN
45
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ABOUT THIS PLAN
1.1. Licence Condition
In August 2005, the then Minister for Communications, Information Technology and the Arts
(the Minister) approved the Carrier Licence Conditions (Telstra Corporation Limited)
Declaration 1997 (Amendment No. 2 of 2005) (the Licence Condition).
The Licence Condition states:
32. (1) The licensee must maintain a local presence in regional, rural and remote
Australia, to the extent that this:
(a) is broadly compatible with the licensee’s overall commercial interests; and
(b) is not unduly prescriptive and does not impose undue financial and
administrative burdens on the licensee.
The Licence Condition requires Telstra to complete a plan:
32. (2) Within 120 days after the commencement of the Carrier Licence Conditions
(Telstra Corporation Limited) Declaration 1997 (Amendment No. 2 of 2005), the
licensee must give the Minister a draft local presence plan setting out the range of
activities and strategies the licensee deploys or will deploy in regional, rural and remote
Australia to fulfil the obligation under subclause (1).
The Minister advised that Telstra may refer to its local presence as Telstra’s “Regional and
Rural Presence”. Such reference includes reference to regional, rural and remote areas.
References to customers in these areas include individual and business customers. This
includes customers engaged in small business, agriculture and farming.
This Regional and Rural Presence Plan (the Plan) addresses the requirements under the
Licence Condition. In accordance with Licence Condition 32(6), the Plan will run for three years
from the date that it is approved by the Minister. Licence Condition 32(39) requires that within
60 days of the end of each financial year, Telstra must provide the Minister and the Australian
Communications and Media Authority (ACMA) with a report on its progress in implementing the
Plan during that year and make a summary of the report available to the public. Licence
Condition 32(19) sets out those matters the Minister should consider in approving the Plan,
including the extent to which it addresses each of the following:
(a) telecommunications service interests of the licensee’s regional, rural and remote
customers and potential customers, including:
(i) how the management structure and decision-making processes in the licensee
will address these interests; and
(ii) how these interests will be represented within the licensee’s management
structure;
(b) customer service and support to meet the telecommunications service interests of
the licensee’s customers in regional, rural and remote parts of Australia, including:
(i) management of complaints from the licensee’s customers in regional, rural and
remote parts of Australia; and
(ii) provision of telecommunications service information to the licensee’s customers
in regional, rural and remote parts of Australia;
(c) coordination and management of the licensee’s activities in regional, rural and
remote parts of Australia, including:
(i) targeted application of the licensee’s resources to meet the telecommunications
service interests of the licensee’s customers in regional, rural and remote parts of
Australia; and
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(ii) an integrated approach to telecommunications service connection, maintenance
and repairs in regional, rural and remote parts of Australia;
(d) support by the licensee through its service activities for broader community
development in regional, rural and remote parts of Australia;
(e) arrangements that the licensee currently has in place to address
telecommunications service interests of regional, rural and remote customers, any
changes to those arrangements during the period of the local presence plan and the
consultation and other related processes that the licensee proposes to follow in relation
to any such changes;
(f) the licensee’s measures for reporting on its performance in relation to the local
presence plan and the local presence obligation mentioned in subclause (1).
Licence Condition 32(11) requires that before submitting the draft Plan to the Minister, Telstra
must:
(a) publish a preliminary version of the draft Plan and invite submissions …within a
specified period from:
(i) representatives of local government bodies in regional, rural and remote parts of
Australia; and
(ii) representatives of end-users of telecommunications services in those parts of
Australia; and
(iii) representatives of the interests of people in those parts of Australia; and
(b) give consideration to any submissions received within that period from those
persons; and
(c) prepare a report for the Minister about the submissions received and any changes
made to the draft plan as a result of the submissions.
A submission report will be provided to the Minister following this consultation.
1.2. Telstra's approach to the Regional and Rural Presence Plan
Telstra has developed an agreed comprehensive measurement and reporting framework in
order to assess progress in implementing the Plan. This framework is consistent with the 2009
Plan. These measures are detailed in Appendix A.
In setting out the reporting framework for this Plan and consistent with previous plans, Telstra
focuses on service standards and measurements of output as the appropriate indicators of
performance, rather than the inputs to achieve these standards. This is consistent with the
conclusion of the Estens Inquiry that formed the basis of the Regional and Rural Presence
Recommendation (Recommendation 8.2). In making that recommendation, the Inquiry stated
that:
A Government requirement for the maintenance of a local presence by Telstra should
focus on the outcomes and benefits that are evident from that local presence. It should
not seek to prescribe how Telstra should operate in order to achieve those outcomes.1
The Plan proposes to draw together references to extensive information on service indicators
that are currently published from a variety of sources. References are current at the date of
publication of the Plan.
1
Department of Communications, Information Technology and the Arts, 2002, Connecting Regional Australia, The
Report of the Regional Telecommunications Inquiry, Commonwealth of Australia, Canberra, p.303.
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1.3. Structure of the Plan
Consistent with the 2009 Plan, the Plan is divided into the sections that largely reflect the six
areas that the Minister must consider in deciding to approve the Plan, as outlined in Licence
Condition 32(19) and quoted in Section 1.1 above.
Chapters seven (7) through to twelve (12) of the Plan reflect each of the paragraphs of Licence
Condition 32(19):

Management structure and decision-making;

Customer service and support;

Coordination and management of activities;

Community development;

Operational changes and consultation; and

Reporting.
Each section contains links to further information or reporting on matters ranging from the
products and services offered by Telstra, to its commitments, undertakings, structure and
governance. These links and other contact information are current at the date of publication but
may change during the life of the Plan.
1.4. General approach to commercial aspects of the Plan
Telstra maintains extensive customer support activities and services detailed in this Plan. The
activities, services and processes set out in the Plan may alter over the duration of the Plan in
response to customer requirements, commercial, technological and regulatory developments.
The website references cited in the Plan contain comprehensive reports and information. As
noted above, these references are correct at the time of publication. The content of information
contained at the websites is also subject to change as the range of products and services
provided by Telstra is continually revised in response to customer demand. Product names
described in this Plan may also change over the life of the Plan, as may the details of the
characteristics of some of these products.
Telstra undertakes extensive commercial investment and operational activities, involving a
wide range of suppliers. Details of these arrangements and future investment plans are treated
as commercially confidential. Release of this information would be inconsistent with the legal
obligations of the company.
The changing nature of commercial activities and information, and limitations on forward
looking financial commitments in the Plan reflects the dynamic and competitive nature of
telecommunications markets, budgetary cycles and the requirement to report financial
commitments to the stock markets on which Telstra shares trade.
As the NBN represents significant transition for the industry, the ongoing relevance of some
obligations (particularly regulations) remains unclear at the time of writing. Telstra has provided
as much information as is available at the time of drafting and will continue to communicate
any changes via its website.
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TELSTRA'S KEY REGIONAL BUSINESS PRIORITIES
2.1. Improve customer satisfaction
At Telstra, customers are at the fore of everything we do and improving customer service and
satisfaction is a key priority for Telstra.
We have completed an immense amount of work to improve customer service in 2011,
including appointing Telstra’s first Chief Customer Officer; implementing measures to reduce
bill shock; introducing our new online store and self service portal; announcing plans to open
100 new stores; and introducing a simple, easy to read bill, to name just a few customer
service initiatives.
These improvements are making a difference. We have seen reductions in customer
complaints, fewer incoming calls to customer call centres, fewer repeat visits to fix recurring
problems and more online self service transactions. Further, Telstra's dedication to customer
service is reaping rewards, with a 3% reduction in new TIO complaints from the previous year.2
In fact, in 2010/11 Telstra was the only Top 10 member to experience a reduction in new
complaints over the last financial year.
Telstra remains committed to improving customer service and the customer experience for all
our customers, including regional, rural and remote customers.
2.2. Simplify the business
In 2010, Telstra launched Project New with the aim of simplifying our operating business and
making it easier for customers to interact with us. In 10/11, Project New delivered over 400
projects. Telstra has 700 proposed improvements scheduled for the year 2012. These
initiatives are having tangible results, making it easier for our customers to interact with us,
regardless of where they are.
Some of the key business initiatives include:

Launching 24x7 call centres for support and selected sales. Since
launch, over 5 million customers have contacted us after hours;

Making available weekend technician appointments. Since
commencing, over 100,000 weekend appointments have been utilised by our
customers;

Establishing a dedicated move team. Over a quarter of a million
customers have used our move team to date. Further detail can be found at
http://www.telstra.com.au/moving-home/?red=/movinghome;

Introducing Telstra Premium Plus, which is a service that enables remote access or
home visit service to help customers repair, set-up or install a wide range of
technologies. Information is available at http://www.telstra.com.au/telstra-plus/
 Launching of Social Media Channels –implementing the live chat functionality and
email forms on the Telstra Facebook page, opening the next chapter of our customer
connection and letting customers interact with us live online.
2
Telecommunications Industry Ombudsman Annual Report 2011,
http://www.tio.com.au/__data/assets/pdf_file/0003/28470/TIO_2010-11_AR.pdf
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2.3. Grow our customer base
Telstra prides itself on its commitment to delivering leading products and services to our
customers in every corner of Australia. We know our customers have more choice than ever
before and we have to constantly improve the value we offer. As such, we are committed to
retaining and growing our customer base through significant investment, increased customer
satisfaction and lower churn.
2.4. A sustainable Telstra
Telstra's ambition is to achieve long-term success by ensuring that social and environmental,
as well as economic considerations are at the heart of our operations. Our commitment to
sustainability is about the sustainability of our business and the sustainability of the human,
social and environmental assets upon which our success relies.
We have recently appointed a Chief Sustainability Officer who will be responsible for providing
strategic leadership, enhanced governance and improved environmental, commercial and
social outcomes for Telstra. A Chief Sustainability Office will be established in 2011/12,
bringing together key functions from across the business, to improve the strategic alignment of
our activities and enhance our sustainability performance.
In the last financial year, the total value of Telstra’s social investment across the country was
$248 million. Our social investment comprises: disaster relief and community investment (e.g.,
Telstra Connected Seniors, Telstra Foundation, Telstra Assistance Fund and other programs),
which includes funds, donations of goods and service, and the time and expertise of our
employees.
Further information can be found in Telstra’s 2011 Sustainability Report at
http://telstra.com.au/abouttelstra/download/document/2011-sustainability-report.pdf
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ADVANCES IN REGIONAL TELECOMMUNICATIONS SINCE 2009
Telstra has continued to invest across the country, helping serve customers and improve
business performance. Since 2009, more regional, rural and remote customers are able to
access high-speed broadband and mobile broadband, gain access to advanced mobile
technology (through the launch of Telstra’s 4G LTE network)3 and experience increased
reliability as a result of Telstra’s continued commitment. Over time, in real terms, prices have
fallen providing greater affordability to customers, regardless of where they live. We detail
some of these investments below.
3.1. Launch of 4G services on Telstra Network
In September 2011, Telstra began offering commercial 4G services. The launch of Long Term
Evolution (LTE) 4G mobile broadband services in selected regions (including more than 60
regional locations to date) means Australians in these regions have access to one of the
world's most advanced mobile networks.
3.2. Improved Next G® Service
Telstra has continued to invest in its world class wireless broadband Next G® network. In the
past 3 years, access to the Next G® service has been extended to an additional 1,100 sites,
or an additional 100,000 sq km coverage with infill coverage greatly improved. Telstra's Next
G® mobile network continues to provide the most superior coverage to regional, rural and
remote customers.
Through Telstra's blackspots program, technicians and engineers are able to receive
feedback on coverage blackspots, to continue to invest in the network and improve service
availability.
3.3. ADSL 2+ expansion
During the past 3 years, Telstra has increased ADSL2+ coverage from 82.1% to 84.2% of the
Australian population. During this time, 711 exchanges have been upgraded to ADSL2+,
including many in regional and rural areas.
In October 2011, Telstra announced that it was upgrading more than 2000 street side cabinets
to include ADSL2+ equipment. This project means that customers who are connected through
the street side cabinets will now be able to connect to ADSL2+ whereas previously they either
did not have high-speed broadband access, or only an ADSL service. In addition, Telstra is
also upgrading backhaul to support ADSL 2+ services. This upgrade is expected to occur over
an 18 month time frame. Further details on the roll out schedule are available at:
http://exchange.telstra.com.au/?p=15830
3.4. Cloud Computing
In 2011, Telstra announced an $800 million investment into cloud computing over the next 5
years. This investment will see Telstra grow its network application and services business.
Telstra’s cloud computing service offers world leading software, infrastructure and
communications available on a pay-for-use basis. Independent research4 shows that Telstra's
Telstra media release: ‘A new era of telecommunications – Telstra lights up 4G mobile services in
Australia’, 27 September 2011, http://www.telstra.com.au/abouttelstra/mediacentre/announcements/telstra-lights-up-4g-mobile-services-in-australia.xml
4
Independent research conducted by Castalia Advisory Group. See Telstra Media Release, Cloud
services delivers savings to business big and small for further detail http://telstra.com.au/abouttelstra/media-centre/announcements/cloud-services-delivers-savings-tobusiness-big-and-small.xml
3
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investment in cloud computing can save small and medium enterprises (SMEs) many
thousands of dollars compared to a comparable in premise solution, allowing businesses to
focus on their core activities.
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PARTNERSHIPS TO IMPROVE HEALTH, EDUCATION AND OTHER SERVICES
THROUGH TELSTRA TECHNOLOGY INNOVATIONS
Telstra has also partnered with many of our Business, Enterprise and Government
customers to deliver improved outcomes for regional, rural and remote customers across a
range of industries. Through Telstra's technology innovation, these partnerships are
continuing to benefit those customers who reside in regional, rural and remote communities
across Australia. Some examples are provided below.
4.1. Fire safety
Telstra has partnered with EYEfi (spatial video service provider) to trial cameras and
environmental monitoring equipment across key regional locations to provide advanced fire
watch technology. The cameras use Telstra’s Next G® network to provide visibility of fire
threats from new vantage points throughout our national and state forests. The cameras and
the network then communicate critical information about a fire’s whereabouts, as well as
environmental, micro-climate and bio-diversity data directly to users.
4.2. Agriculture
Telstra works with vineyards in many regional areas to assist with water irrigation technologies
via telecommunications services. In many areas, it is difficult to control the appropriate amount
of water to maintain large vineyard development and growth. For example, Food and Beverage
Australia Ltd (FABAL) built pipelines across their vineyards to link pumping stations. These
pumping stations control water flow to the vineyards and are managed using Telstra’s Next G®
network. Alarms, switching pumps on and off and managing water flow remotely are all vital
parts of the management. The Barossa Council in South Australia also uses water-based
telemetry to help them manage their domestic waste. Covering 8000sq km, six major towns
and nine satellite towns, the Next G® network is used to access six major networks with pump
stations that are then monitored at a central location. Consequently, they can quickly fix or
address issues when there are breakdowns. The Barossa Council uses the system to recycle
85% of their waste water to then be used by local grape growers.
4.3. Health (mobile)
In 2009, Telstra and the Tasmanian Department of Health and Services teamed up to
launch wireless technology that has been dubbed the doctor’s house call of the 21st century.
Nurses use Telstra’s Next G® mobile handsets to link doctors and specialists with patients
that are unable to get to a hospital. The handset allows real-time video streaming with
multiple GPs or medical experts. The technology was successfully trialled in the Central
Highlands and Derwent Valley, with the aim to bring the technology to the rest of Tasmania
in the future.
4.4. Health (hospital-based)
The Loddon Mallee Rural Health Alliance, in partnership with Telstra, runs the Virtual Trauma
and Critical Care Unit Project. The Virtual Trauma units are used across the Loddon Mallee
region of Victoria where, like in many parts of rural Australia, it can be difficult to access
specialist medical services, particularly in the areas of paediatrics, surgery and trauma care.
The Virtual Trauma units comprise of mobile wireless high definition video cameras and
monitors, which are all linked to the Telstra Next IPTM network. Specialists in Melbourne can
be an integral part of patient stabilisation and the treatment process in real time. Specialists
can control the high definition camera, join a conference with a patient and staff, review
scans and test results as well as watch live endoscopic video feeds. This helps Victorian
hospitals provide the best quality care for patients and minimises distress for families and
friends. The technology allows for easy access to specialist support and helps avoid
unnecessary and costly transfers from regional hospitals.
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4.5. NSW Government Schools
High-speed broadband has been rolled out to 2400 government schools and TAFE colleges
across NSW enabling students in NSW including those in rural and regional schools to be
connected to the world and able to link up with experts from universities and other classrooms
in NSW and overseas. Telstra rolled out more than 4,500 kilometres of optic fibre with the
investment creating around 150 jobs.
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INVESTMENT IN TELECOMMUNICATIONS SERVICES IN REGIONAL, RURAL AND
REMOTE AUSTRALIA SINCE 2009
5.1. Telstra’s backhaul investment in regional areas
Increasing backhaul capacity provides greater available bandwidth resulting in greater speed
and less congestion allowing more users to enjoy better broadband speeds. Overall, this
provides an improved customer experience.
Over the past three years, Telstra has invested around $264 million to provide additional
backhaul capacity to regional areas. These programs have included transmission diversity
and cable replacement in regional exchanges, and provision of connectivity for major
regional commercial customers. This continued investment is part of Telstra’s commitment to
serving regional customers and is not a result of any Government-funded program.
5.2. Birdsville’s permanent 3G service
Birdsville is an iconic outback town in Queensland. Its annual racing carnival is so popular that
the town's population swells from its usual 120 residents to more than 6,000 for the event.
In August 2010 Telstra announced that Birdsville had received its first permanent 3G mobile
service. It is the first service of its kind as it uses satellite-fed 3G technology instead of the
terrestrial network. The service provides coverage to the town and surrounding areas,
extending outwards to a radius of around 20 to 30 kilometres. The new base station was a joint
effort with Telstra supplying the satellite technology and our network partner Ericsson donating
the base station equipment.
5.3. Arnhem Land fibre project
On 2 December 2009, Telstra announced the completion of one of the largest optic fibre and
broadband infrastructure projects undertaken in Australia in recent times – the Arnhem Land
Fibre Project. Nine Indigenous communities and the township of Nhulunbuy are now
connected to Telstra's fibre optic backbone.
The project provided high-speed broadband and other services equivalent to those in our
largest cities to some of Australia's most remote communities. Over 940km of fibre optic
cable was laid across fragile terrain and in difficult climatic conditions between Jabiru and
Nhulunbuy. It has connected around 10,000 people living in some of the most remote parts
of Australia to high-speed broadband and a range of other advanced communications
services, at a cost of around $34 million.
Traditional owner Joe Yunupingu said that Telstra’s interaction with the community on the
project “was actually the best ever any white people has done on Aboriginal land.”5
This project required consultation with the Northern Territory Government and Traditional
owners. An Environmental Management Plan was developed to avoid and reduce impacts on
threatened species. The fibre solution meets the needs of a number of communities and
businesses for telecommunications services including telephony, mobile and broadband
services.
Source: ‘Traditional owner pleased with consultation’, 10 December 2008,
http://wn.com/TelstraTraditional_owner_pleased_with_consultation
5
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KEY POLICY DEVELOPMENTS
A range of key policy developments will affect the structure of regional telecommunications and
the manner in which services are delivered to people in regional, rural and remote Australia in
the future.
6.1.1. National Broadband Network (NBN)
The NBN will deliver fixed broadband services to 93% of the population, with the remainder of
the population to be served by satellite and wireless broadband. In June 2011, Telstra signed
Definitive Agreements with NBN Co and the Commonwealth Government, outlining Telstra’s
participation in the roll out of the NBN. At the time of writing, these agreements remain subject
to the achievement of several conditions precedent, including acceptance by the ACCC of
Telstra’s Structural Separation Undertaking (SSU).
As part of this agreement, Telstra has agreed to disconnect, progressively, copper-based
Customer Access Network services and broadband services on its HFC cable network (but not
Pay TV services on the HFC) that are provided to premises in the NBN fibre footprint, and will
migrate services onto NBN-based services, over the expected 10 year build period of the NBN.
Telstra intends to participate in the NBN.
6.1.2. Telstra's Structural Separation Undertaking (SSU) and Migration Plan
On 9 December 2011, Telstra lodged a revised undertaking with ACCC for their approval. This
plan sets out Telstra's commitment to structurally separate by 1 July 2018 and its acceptance
is a condition precedent for the Definitive Agreements between Telstra and NBN Co signed in
June 2011, outlining Telstra’s engagement in the NBN.
The SSU is also designed to provide certainty for the industry during the migration period to the
NBN. The SSU sets out various binding and enforceable commitments which Telstra will put in
place to provide for transparency and equivalence in the supply of regulated services to its
wholesale customers during the transition to the NBN.
Telstra's Migration Plan is a binding instrument which sets out the steps Telstra will take to
disconnect voice and broadband services on its copper and HFC networks as part of the
migration process.
Details of Telstra's revised Structural Separation Undertaking and Migration Plan are available
at http://www.telstra.com.au/abouttelstra/download/document/tls815-telstras-revised-structuralseparation-undertaking.pdf
6.1.3. Telecommunications Universal Service Management Agency (TUSMA) Universal
Service Obligation (USO) Reform
As part of the NBN, the Government has committed to reforms of the USO. From 1 July 2012,
it is intended that Telstra will have responsibility for a range of regulatory obligations under a
contractual arrangement with TUSMA. The TUSMA legislative package was introduced in
Federal Parliament in early November 2011, but at the time of writing, is yet to be enacted into
law.
Telstra has entered into an agreement with the Commonwealth, providing that while
premises remain connected to Telstra's copper network, Telstra will have an obligation to
continue to operate and maintain the existing copper lines (subject to some limited
exceptions). Once an area is disconnected from the copper exchange as part of the NBN
migration process, Telstra has agreed that it will be the provider of last resort and continue to
supply Standard Telephone Services (STS) to end users over the NBN where requested by
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the end user. This agreement gives regional and rural customers certainty that Telstra will
continue to serve them as they transition to the NBN.
For the remaining 7% of Australian premises, Telstra's contract with the Commonwealth
requires Telstra to operate and maintain its existing copper network and other infrastructure
in non-fibre areas (subject to certain limited exceptions). Telstra will be required to continue
to provide an STS for any consumer who wishes to continue with the service and to ensure
that the copper network is sufficiently maintained.
As part of the arrangements, Telstra will also maintain responsibility for:

ensuring that payphones are reasonably accessible to all people in
Australia on an equitable basis, regardless of where they reside or carry on business;

the ongoing delivery of emergency call handling; and

ensuring the existence of appropriate safety net arrangements that will
assist the migration of voice only customers to an NBN fibre service while copper is
decommissioned.
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MANAGEMENT STRUCTURE AND DECISION MAKING
7.1. Licence Condition
32. (19) The Minister must consider the extent to which the draft Plan addresses each of the
following matters:
(a) telecommunications service interests of the licensee’s regional, rural and remote
customers and potential customers, including:
(i) how the management structure and decision-making processes in the licensee will
address these interests; and
(ii) how these interests will be represented within the licensee’s management structure.
7.2. Telstra’s strategy and regional Australia
Core sales and support services provided to Telstra customers in regional, rural and remote
Australia are delivered through the main functional business units in Telstra, such as Telstra
Customer Service and Sales and Telstra Operations. Telstra Country Wide® is a part of the
broader Telstra Customer Service and Sales group and is the local sales and marketing
business unit operating throughout Australia. Other customer facing and operations business
units, including Telstra Country Wide® maintain staff in regional, rural and remote areas of
Australia.
As noted above, core sales and services provided to Telstra customers in regional, rural and
remote Australia are delivered through the main functional groups in Telstra. The role of Telstra
Country Wide® is complementary to the core activities of the company serving customers
throughout Australia. The role continues to evolve and includes:

Sales and related customer support through Telstra’s Australia-wide retail network;

Local marketing, information and education on new products and capabilities;

Escalation of customer issues and difficulties through central Telstra sales and
service processes;

Providing advice on investment priorities for company resources to address the
needs of people in regional, rural and remote areas;

Leading specialised activities related to regional, rural and remote Australia, for
example through Telstra’s National Indigenous Directorate; and

Management of customer understanding of innovation and of local impacts of
changes on customers.
Telstra 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 its products and provide a better experience for customers. The principal measure
of the success of this strategy is business growth, reflecting customer choice of Telstra in the
highly competitive and dynamic Australian telecommunications market.
Telstra will continue to undertake projects and activities that benefit customers in regional, rural
and remote Australia. Regional, rural and remote customers will continue to see improvements
in world-class telecommunications products and services. Information about projects that
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Telstra is undertaking will continue to be reported in Telstra’s annual report and through public
announcements.
7.3. Executive accountability
Telstra will continue to maintain senior level accountability for regional, rural and remote
customer operations. It is intended that Telstra’s regional, rural and remote customers benefit
from having decisions made at the highest levels appropriately informed by knowledge of local
conditions.
Local Telstra managers report to senior Telstra managers responsible for overall sales and
service performance across particular regions. The Group Managing Director of Telstra
Consumer and Country Wide, to whom these managers report, represents regional, rural and
remote customers’ interests at the highest levels within the company.
The principal way the interests of regional, rural and remote customers are identified is 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 undertakes regular surveys and research into the needs and views of its
customers throughout Australia.
Telstra will continue to seek the views of its regional, rural and remote customers for the
purpose of addressing their telecommunications service interests. It is intended that customers
benefit from having decisions informed by an improved understanding of these interests. It is
also intended that customers benefit from having their service interests addressed by Telstra
senior management.
Telstra will continue to maintain accountability for representing the telecommunications service
interests of its regional, rural and remote customers at senior levels within the company. This
provides a voice for these customers within the company structure and improves
representation of their telecommunications service interests at senior levels within the
company.
Information on Telstra’s corporate governance and Board practices can be found online at
http://www.telstra.com.au/abouttelstra/company-overview/governance/
7.4. Chapter summary
 Telstra will continue to maintain a local presence in regional, rural and remote
Australia to the extent that this is broadly compatible with its commercial interests, is
not unduly prescriptive and does not impose undue financial and administrative
burdens on the company.

Telstra will continue to undertake projects that will benefit its customers in regional,
rural and remote Australia. These projects and associated strategy are commercial in
confidence and cannot be set out in the Plan.

Telstra will continue to maintain an ongoing local management presence in regional,
rural and remote Australia.

Telstra will continue to maintain a structure of local managers responsible for overall
sales and related performance in their regions.

Telstra will continue to seek the views of its regional, rural and remote customers for
the purpose of addressing the telecommunications service interests of its customers.

Telstra will continue to maintain senior level accountability for representing the
telecommunications service interests of its regional, rural and remote customers at
senior levels within the company.
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CUSTOMER SERVICE AND SUPPORT
8.1. Licence Condition
32. (19) The Minister must consider the extent to which the draft plan addresses each of the
following matters:
(b) customer service and support to meet the telecommunications service interests of the
licensee’s customers in regional, rural and remote parts of Australia, including:
(i) management of complaints from the licensee’s customers in regional, rural and
remote parts of Australia; and
(ii) provision of telecommunications service information to the licensee’s customers
in regional, rural and remote parts of Australia;
8.2. Improving customer service remains a key imperative for Telstra
Telstra is committed to improving our customer service. This is both a strategic and
operational priority, as providing superior customer service, value and quality will enable us to
attract and retain customers and continue to grow our business. Accordingly, we have been
investing in changes for the past two years to make it faster, easier and simpler for customers
to deal with us.
Telstra has embarked on this journey of change, making significant investment in our systems,
processes, staff and organisational structure in order to deliver a clearer, simpler operating
model focussed on the customer. Some recent examples of things we are doing include:

Appointment of a Chief Customer Officer;

Plans to introduce shaping on domestic mobile data usage to help customers avoid
unexpectedly high bills;

Summaries (known as “My Offer Summary”) for each of our consumer plans which capture
the key information on a single page in simple, plain English;

Our line-up of educational how-to videos on Telstra’s YouTube® KnowHow channel
covering things like the new mobile bill explainer and international roaming;

Providing access to sales and support from Telstra 24 hours a day, 7 days a week for
selected products and services;

Making calls to a number of Telstra service numbers free when calling from a Telstra fixed
and mobile service when in Australia;

A new revised bill format; and

Making technicians available Saturday and Sunday between 7am and 7pm for
appointments for selected products/services.
These changes are having a positive impact for Telstra, with TIO complaints falling last year.
These changes will benefit all of Telstra's customers, including those in regional, rural and
remote areas.
8.3. Telstra's Customer Service Charter
Telstra’s commitment to provide the highest level of customer service is detailed in the current
Telstra Customer Service Charter. The Charter reinforces Telstra’s support for regional, rural
and remote customers. Telstra publishes its Customer Service Charter online at
http://www.telstra.com.au/abouttelstra/commitments/charter/index.htm
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8.4. Complaint handling
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.
Telstra’s aim is to resolve customer complaints quickly and effectively. Telstra seeks to keep
customers informed and provide a response as soon as possible, usually within five business
days.
Some customer complaints may take longer to resolve for a variety of reasons. Where this
arises:
 If we need to investigate a complaint further, we aim to resolve it, or advise the
customer what we are doing to resolve it, within five business days;
 While a complaint is being investigated, we aim to provide the customer with updates of
our progress so that customers are aware of what is happening with the complaint;
 We aim to resolve complaints within twenty business days of the customer raising a
complaint.
Telstra will continue to maintain a formal complaint management process available to all
customers throughout Australia, including publication of Telstra complaint handling areas and
contact details. It is intended that regional, rural and remote customers benefit from being able
to access Telstra’s complaint management process and to access information about the steps
that they need to take to have their telecommunications complaints resolved.
Details of how to make a complaint, how to escalate a complaint, and what external options are
available if customers are unable to resolve their complaint directly with Telstra are online at
http://www.telstra.com.au/abouttelstra/commitments/telstra-complaints-policy/
Complaints can be made using any of the following options:

Online via the ‘how to make a complaint’ area of the Telstra website

By Phone
o
Consumer customers can call us on 13 2200 and say "complaint".
o
Business customers can call us on 13 2000 and say "complaint".
Alternatively, Business customers can contact their Account Executive.
From July 2010, calls to Telstra’s most frequently used customer service numbers became free
of charge from Telstra services when calling from within Australia.

By Letter
o
Customers can send us a letter addressed to Telstra Locked Bag
20026 Melbourne VIC 3001
If complaints are not resolved to a customer’s satisfaction by a consultant at one of the above
contact points, the customer will be escalated to the next level of management or a Case
Manager in a specialised customer relations area. The manager of those complaints will deal
personally with the customer to discuss the complaint and the resolutions that have been
offered.
If Telstra has not resolved an issue to the customer’s satisfaction, customers can refer their
complaint to the Telecommunications Industry Ombudsman (TIO). If the complaints relate to
breaches of Carrier Licence Conditions or regulatory issues, they can be addressed to
Australian Communications and Media Authority (ACMA). The TIO publishes a report on
complaint levels by issue and level of complaints for all carriers. As indicated earlier, Telstra’s
complaints fell in FY 10/11 and Telstra remains committed to further improvements.6 Numbers
for the TIO are advertised in the front information section of the White Pages, Business and
Government directory. The TIO website is http://www.tio.com.au/.
6
http://exchange.telstra.com.au/?p=5242
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Telstra complaint handling policy conforms to the Communications Alliance Code. Information
about the code is available online at http://commsalliance.com.au.
8.5. Services recognising regional, rural and remote 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 will continue to offer products and services designed to meet the needs of its
customers in 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.
8.6. Addressing particular needs of regional, rural and remote customers
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. These
products and services will change over time.
Telstra also provides extensive information on relevant services so that customers are aware
of and able to access these arrangements. Further information on some of these services is
set out in the rest of this Chapter.
8.6.1. Services for older Australians
Telstra Connected Seniors is a tailored program created to help older Australians learn more
about technology. It offers individual self teaching guides, fun interactive workshops, and also
offers eligible community groups with the opportunity of funding to run successful training
courses around technology.
Further information is available at https://www.telstra.com.au/telstra-seniors/what-is-it/
8.6.2. Services for remote Indigenous communities
In 2005, Telstra established a National Indigenous Directorate to deliver improved
telecommunications services to remote Indigenous communities across Australia, working with
governments and stakeholder groups where this is appropriate. Telstra’s commitments to
Indigenous communities are wide ranging.
Logistical, cultural and social factors affect the provision and take-up of basic telephone
services to more than 1,200 remote Indigenous communities throughout Australia. Low
incomes and cultural factors require the development of new and better ways to meet
community needs.
In addition to Telstra’s infrastructure investment in regional, rural and remote areas (see
Chapter 5 for some examples), Telstra also continues its work on the Telstra Community
Phone program, originally started under the Australian Government’s 2002
Telecommunications Action Plan for Remote Indigenous Communities (TAPRIC). Telstra
Community Phones were developed in conjunction with the Centre for Appropriate Technology
(based in Alice Springs) for conditions found in remote Australia. Community Phones are cardonly, housed in stainless steel casing and very robust. Telstra initially deployed 20 of these
units on a pilot basis. A total of 270 have been installed in remote communities of the Northern
Territory, Western Australia and South Australia with the funding support of the Australian
Government through the Department of Broadband, Communications and the Digital Economy
as of December 2011.
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Telstra has developed a number of products designed to better meet the needs of remote
Indigenous communities. The Country Calling Card is available in many locations around
Australia and is used in conjunction with the Community Phones and other payphones.
Indigenous customers can call a Hotline (1800 444 403) answered by a specialist team, who
understand the unique issues facing remote communities.
From 2002 to 2011, the Telstra Foundation has supported 95 Indigenous Community
Development projects with a total commitment of over $12 million. These projects have
focused on health, education, leadership, employment and cultural strengthening, and have
been delivered to improve the lives of Indigenous children and young people across Australia.
The Telstra Foundation has made a commitment that each year at least one third of their
Social Innovation Grants will support Indigenous Community Development projects. Priority will
go to projects that use information and communication technologies to improve the education
outcomes and health of Indigenous children and young people, and projects which promote,
protect, maintain or strengthen Indigenous culture. For more information see Section 10.6 of
this Plan or visit http://www.telstrafoundation.com.
In 2010, Telstra launched its inaugural Reconciliation Action Plan, the first telecommunications
company to spell out its intentions to Indigenous Australians. The plan articulates a longstanding and active commitment to employing Indigenous people, providing appropriate and
accessible services to its Indigenous customers, and celebrating Indigenous culture through
the arts and community development. In 2011, Telstra updated its Reconciliation Action Plan
outlining its actions for the next 3 years, which include the overall objectives of providing
affordable, innovative and accessible products and services; using its information and
communication technologies to invest in, support and create opportunities for Indigenous
communities; and improve Telstra’s attraction, recruitment, engagement and retention of
Indigenous employees.
Telstra believes that the most effective means for improving communications in remote
Indigenous communities is the extension of high capacity networks to these communities.
Telstra will continue to work with stakeholders and governments on relevant opportunities.
8.6.3. Low income measures
Telstra has had in place for many years a range of measures to improve the affordability of
telecommunications for low income customers, including improved billing and pricing options.
These measures are available to all eligible customers, including those in regional, rural and
remote Australia.
Under its Carrier Licence Conditions, Telstra is required to offer a low-income package of
products and arrangements to low-income customers — known as the “Access for Everyone”
package — and to establish an independent committee to advise how Telstra can provide
services to customers on low incomes.
The Low Income Measures Assessment Committee (LIMAC) reports annually to the Minister
for Communications on the effectiveness of the Access for Everyone package in meeting the
telecommunications needs of low-income customers. The current report can be found online at
http://www.telstra.com.au/abouttelstra/sustainability/reports-and-downloads/
People on low incomes in regional, rural and remote areas can seek assistance from the
Telstra Access for Everyone telecommunications package. The package currently comprises:

HomeLine® Budget phone plan which offers a lower monthly rental charge but
higher than standard call costs for people who make few calls;
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
Telstra Pensioner Discount Scheme which provides a monthly call concession and
discounts on new or in-place telephone connections;

InContact® which is a telephone service for eligible customers free of ongoing
monthly access charges that allows incoming calls but with restricted outgoing call
access;

Telstra Bill Assistance Program which provides short-term relief to Telstra
customers who have difficulty paying their phone bill;

Telstra MessageBox which is a free message service for people who do not have
access to a working or secure telephone and who are homeless, transient,
experiencing financial hardship or are in a crisis situation;

Access to Centrepay which gives Centrelink customers the option to have a regular
amount deducted from their fortnightly Centrelink payment and paid towards their
Telstra home phone account;

Sponsored Access which is an InContact telephone service in Crisis
Accommodation Program (CAP) properties; and

Telstra Phonecard Assistance Program which provides $5 Telstra Phonecards and
PhoneAway cards through participating community agencies to assist people in
financial difficulty that use Telstra public payphones to manage their
communications.
The Access for Everyone package was developed in consultation with the Australian Council of
Social Service; Australian Federation of Homelessness Organisations; COTA (Council of the
Ageing) National Seniors; Anglicare Australia; Jobs Australia; The Salvation Army; The Smith
Family; the Telstra Consumer Consultative Council and the then Department of Family and
Community Services. The composition of the package is likely to evolve over the life of the
Plan.
Customers in regional, rural and remote Australia, who are experiencing financial difficulty
maintaining a phone service, can gain information about the Access for Everyone package at
local Telstra Country Wide offices and Telstra retail outlets.
Information about the current Access for Everyone program is also available online at
http://telstra.com.au/abouttelstra/commitments/access-for-everyone/.
Telstra currently promotes the Access for Everyone programs directly to welfare and
community service agencies. Research indicates that after calling Telstra, customers are next
most likely to go to these agencies for assistance. Telstra currently has a distribution list of
some 4,000 agencies across Australia. This includes peak agency networks such as St
Vincent de Paul Society; The Salvation Army; Jobs Australia; The Smith Family; Anglicare
Australia; Australian Financial Counselling and Credit Reform Association; Community
Information Victoria; Australian Federation of Homelessness Organisations; Australian Council
of Social Service; Centrelink Social Workers; and many others. Telstra also promotes these
programs through Telstra bill messages and bill inserts, advertorials in magazines and ad-hoc
media campaigns that extend to regional, rural and remote areas.
LIMAC gives direction to the Access for Everyone programs and to its marketing. It conducts
research on the effectiveness of the programs, awareness and take-up. It has found that ‘wordof-mouth’ is the best way of increasing awareness. Telstra is always appreciative of local
community agency efforts and, where possible, will respond to requests for presentations
through Telstra Country Wide® or Telstra Consumer Affairs.
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This package of services, self funded by Telstra, has delivered measurable benefits to low
income customers in the order of $2 billion since 2002.
8.6.4. Telstra disability services
Telstra is committed to making communications accessible for all its customers, including
customers with a disability, whether these customers live in regional, rural or remote areas or
in metropolitan centres. More information is available online at
http://www.telstra.com.au/abouttelstra/commitments/disability-services/.
Telstra maintains a Disability Equipment Program that provides specialised telephone
equipment to eligible customers across Australia. Information and details of how to apply for
equipment can be found at http://www.telstra.com.au/abouttelstra/commitments/disabilityservices/disability-equipment-program/index.htm
Customers with a disability are able to view and try products that meet the specific needs of
people who are deaf or have a hearing impairment; blind or have vision impairment; have
speech impairment; or have mobility or dexterity impairment. Examples of equipment currently
available include phones with incoming and outgoing volume control, a big button multipurpose phone, TTYs, audible alarm and visual signal alert. More information about available
equipment can be found online at
http://www.telstra.com.au/abouttelstra/commitments/disability-services/.
Under Telstra’s Disability Equipment Program, customers can rent specialised equipment to
access the standard telephone service for the same price as a standard telephone handset.
Local Telstra Country Wide offices have a display case of disability equipment and a
nominated disability representative.
8.7. Serving the dedicated needs of small and medium business
Telstra Business is a business unit specialising in meeting the needs of small and medium
enterprise. Telstra and its partners are investing more than $16m to open more than 100
‘Telstra Business Centres’ during 2011/12, the majority in rural and regional areas. They will
provide a local presence and point of contact for small business, with specialised face-to-face
help with telecommunications products and services.
In 2012, Telstra celebrates the 20th anniversary of the Telstra Business Awards, which
provides objective advice and support to small and medium business owners, including a free
‘Business Health Check’ to all entrants. The Awards include a special prize category for rural
and regional businesses. Entrants are encouraged to undertake business planning and many
embark on expansion and export programs as a result of being part of the awards program.
8.8. Retail outlets and customer information
A core measure of Telstra’s success is business growth through retail sales. Telstra will
continue to focus on increasing sales to its customers in regional, rural and remote areas,
and providing the best possible customer experience.
Telstra continues to have a strong retail presence in Australia with customers able to visit
more than 700 Telstra owned shops, Telstra licensed stores, Telstra partner stores and
dealers across metropolitan, regional, rural and remote Australia. Telstra also operates an
online shop providing services to customers throughout regional, rural and remote Australia.
The website of the Telstra online shop can be found at https://onlineshop.telstra.com.au/. The
locations of Telstra shops can be found at http://www.telstra.com.au/shoplocator/.
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Telstra is also investing in Business Centres. Telstra Business Centres are there to provide
advice on the best products and services to suit individual business needs, because they’re
local and understand individual business' environment. As at December 2011, there are 88
Telstra Business Centres with further expansion plans. Details on Telstra Business centres
are available at http://www.telstrabusiness.com/business/regions
Customers can also obtain further information about Telstra products and services through
the Telstra product catalogue which is published online at http://www.telstra.com.au/.
Telstra will continue to provide sales and service information to its regional, rural and remote
customers. Telstra carries out a wide range of activities to inform customers about its
products.
Telstra will continue to undertake sales and marketing activities to inform regional, rural and
remote customers of its products and services. For example, Telstra undertakes sales and
marketing activities so that its regional, rural and remote customers have information about
special offers and new products including attendance and support for various local events
such a field days and festivals. It is intended that regional, rural and remote customers will
benefit by being able to access information about Telstra’s products and services.
8.9. Customer enquiries and service support
In general, Telstra seeks to offer all its customers standard services. Customers in rural and
remote areas benefit from having access to standard product innovation, sales offers and
service support. Customers living throughout Australia, including rural and remote parts of
Australia, generally call the standard consumer general enquiry number 13 22 00. These calls
are free from a Telstra landline and Telstra mobile within Australia.
Customers living in remote areas using fixed telephone services supplied via Customer Access
Network (CAN) radio and USO satellite technology have access to a dedicated number 1800
RRADIO (1800 772 346) for any fault-related queries. Calls to this number are answered by
staff with specialist knowledge about products specifically designed for remote circumstances.
In recent times, Telstra has enhanced its digital presence, and customers can now contact
Telstra directly through our website, or through Social Networking Sites, such as Facebook,
Twitter and Crowd Support.
Telstra will continue to take steps to help staff meet the telecommunications service needs of
its regional, rural and remote customers. Customer service consultants receive regular training
on the benefits of generally-available products or customer issues. Consultants in centres
specialising in regional, rural and remote services receive briefings on special products and
offers developed for regional, rural and remote customers. An example of this is the Blue Tick
which identifies mobile services which are more appropriate for regional areas.
Telstra will continue to have mechanisms in place to take on board customer feedback,
including feedback from its regional, rural and remote customers. It is intended that this will
enable customers to have a say and/or voice their opinions.
8.10. Regulated activities
Telstra fulfils a range of customer-related regulatory obligations and requirements. There are
extensive reporting mechanisms to ensure compliance. This Plan contains links to a number of
individual compliance reports. Telstra will continue to provide such information on its legal and
regulatory obligations relating to delivery of services and service levels for customers in
regional, rural and remote areas, as required.
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Current obligations include the Customer Service Guarantee, the Network Reliability
Framework, the Universal Service Obligation and Telstra Priority Assistance. As a result, it is
intended that regional, rural and remote customers will continue to be informed about Telstra’s
customer-related regulatory obligations and requirements so that they may understand what
these obligations and requirements are and what they mean for them. Some of these
obligations will alter under the NBN.
8.10.1. Customer Service Guarantee (CSG) for standard telephone services
Currently, the legislated Telecommunications (Customer Service Guarantee) Standard 2011,
issued by the ACMA, specifies certain requirements to which carriage service providers,
including Telstra, must adhere to in relation to the provision and repair of standard telephone
services and appointments associated with these activities. The CSG sets performance
standards and entitles eligible customers to a CSG payment where these standards are not
met.
The CSG Standard applies to residential and small business customers, with no greater than
five standard telephone services. Eligible customers may be offered an interim service, or
alternative service where a standard telephone service cannot be connected or repaired within
the legislated timeframes. A summary of the key features of the CSG Standard, including its
scope, the specified timeframes and CSG entitlements is available online at
http://www.telstra.com.au/abouttelstra/commitments/csg .
Telstra provides bi-annual reports to the ACMA on its performance against the CSG Standard
for each quarter ending 30 September, 31 December, 31 March and 30 June. The ACMA
monitors service provider performance against the CSG Standard, collating and publishing the
results in the Telecommunications Performance Reports available online on the ACMA website
http://www.acma.gov.au.
CSG performance benchmarks were introduced on 1 October 2011. They require eligible
service providers to meet or exceed 90 per cent of new connections, fault repairs and keeping
of appointments within the timeframes specified in the CSG. Failure to do so exposes the
service providers to civil penalties under a new infringement notice scheme overseen by the
ACMA. These benchmarks will be assessed at different geographic levels, including national,
urban, rural and remote area levels.
8.10.2. Network Reliability Framework
The Network Reliability Framework (NRF) is a legislated three-tiered monitoring and reporting
framework that applies only to Telstra. It imposes criteria regarding the performance of the
network and obligates Telstra to undertake remediation works where certain thresholds for
recurring faults are exceeded.
Telstra implemented the NRF on 1 January 2003, following an amendment to its Carrier
Licence Conditions, which requires Telstra to provide data to ACMA on the performance of its
Customer Access Network at three different levels:

Level 1 — Geographical Area Level

Level 2 —Cable Run Level

Level 3 — Individual Service Level
At the time of writing, the Customer Access Network connects customer telephones to local
telephone exchanges, generally using copper cables. Other technologies, such as radio and
satellite, may also be used, especially in rural and remote areas.
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The NRF sets a number of escalation points for recurring faults on CSG-eligible services and
poor performing cable runs (i.e., parts of the network), requiring higher levels of technical
attention, reporting and remediation of both individual services and cable runs.
Telstra undertakes remediation work on individual services and cable runs, identified under the
NRF, in addition to other network rehabilitation work to upgrade the rural telecommunications
network and reduce fault levels.
Telstra will publicly report monthly on the performance of its network in 44 geographical areas
of Australia. Its Network Reliability Report is available online at
http://www.telstra.com.au/abouttelstra/commitments/customer-service-networkreports/network-reliability/ and includes network reliability figures by geographic region.
In addition, Telstra reports to the ACMA, each month, on the 40 worst performing cable runs in
the network (Level 2 report) and on any individual services that reached set thresholds for
recurring faults (Level 3 report). The ACMA publishes information relating to the Level 2 and
Level 3 reports it receives on its website, together with the Level 1 performance compliance
results. The ACMA website is located at http://www.acma.gov.au.
8.10.3. Universal Service Obligation
Refer to Section 6.1.3
8.10.4. Telstra operated payphones
Telstra provides payphone services in Australia and is dedicated to providing a world class
payphone service. The Universal Service Obligation (see Section 6.1.3) is designed to ensure
that all people in Australia, no matter where they live or conduct business, have reasonable
access on an equitable basis to payphones. Telstra’s obligation extends to the supply,
installation and maintenance of Telstra operated payphones in Australia, including the process
for public consultation on the location of payphones and the process for resolution of any
complaints about the location of payphones.
Telstra also publishes information on its payphone obligations online. This is available at
http://www.telstra.com.au/abouttelstra/commitments/payphone-services/
Telstra publishes the location of Telstra Payphones on its website. This can be found at
http://telstra.com.au/abouttelstra/commitments/payphone-services/.
The current website contains a range of services, including details about the following:

Payphone enquiries and applications;

Siting criteria for public payphones;

Considerations when siting a payphone;

Payphones with TTY;

Removal criteria; and

Locating a public payphone, including those with SMS capability and other features.
Telstra also reports to the ACMA on the performance of Telstra-operated payphones. This
information is published by ACMA in its telecommunications Performance Data, available
online on the ACMA website http://www.acma.gov.au.
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A range of new payphone regulations were introduced by the Government from 1 January
2012 in order to improve consumer protection. They cover the following areas:

Timeframes for the supply of new payphones and the repair of payphone faults,
including maximum timeframes for the repair of payphone faults;

Performance benchmarks relating to the repair of payphone faults in urban, rural and
remote areas, which require a pre-determined percentage of faults to be repaired within
the standard repair timeframes;

Rules about the location and removal of payphones;

Consultation requirements regarding the location and removal of payphones; and

Complaint handling requirements.
8.10.5. Priority Assistance for eligible customers
Telstra Priority Assistance® has been developed to give effect to the Carrier Licence
Conditions (Telstra Corporation Limited) Declaration 1997 (Amendment No. 1 of 2002). It
provides Telstra’s residential customers, including those in regional, rural and remote Australia,
who have a diagnosed life-threatening medical condition, with the highest level of service
practicably available at the time for the connection or fault repair of their first standard
telephone service.
Telstra residential customers may be eligible where they, or someone living at their home,
have a diagnosed life-threatening medical condition, with a high risk of rapid deterioration, and
whose life may be at risk without access to a working telephone.
Customers who think they may be eligible for Priority Assistance can find more information,
including the list of eligible medical conditions and can download an application form online at
http://www.telstra.com.au/homephone/help_faqs/priority_assist.html.
Each quarter, Telstra reports to ACMA on its national service connection performance and fault
repair performance with respect to Priority Assistance customers. These results, together with
the performance of other service providers who offer Priority Assistance services, are
published in the ACMA’s Telecommunications Performance Reports available online at
http://www.acma.gov.au.
8.10.6. Consumer safeguards and industry codes
Telstra is committed to compliance with all telecommunications industry regulation, including
Communications Alliance (formerly ACIF) codes, which are industry self-regulated measures
that cover a range of technical and consumer service standards.
The codes are extensive and outline such things as minimum performance levels; charging
and billing accuracy; billing, credit management, complaint handling procedures; consumer
contracts and customer information relating to prices, terms and conditions
A full list of industry codes can be found online at http://www.commsalliance.com.au. At the
time of writing, Communications Alliance is in the process of reviewing all codes to ensure
validity and applicability in an NBN world. Telstra, as a signatory, will continue to remain
complaint with all codes.
8.11. Natural disasters
Natural disasters continue to have serious impacts on the lives of many thousands of families,
businesses and property in regional and rural Australia.
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Telstra has a Major Incident Management Control Centre which provides coordination of
significant incidents and events including rapid response to disasters, working very closely with
emergency service organisations.
Telstra has real-time visibility of all its networks and can quickly re-route traffic as required, to
minimise or eliminate any customer impact. As Telstra’s network requires power to operate,
emergency requirements are always at the ready, including standby batteries and back-up
generators, so that if commercial power does fail most customer services remain operational.
With the assistance of emergency service organisations, Telstra can direct its staff to areas
requiring assistance as soon as safely accessible through its visibility of Telstra workforce vans
via GPS in addition to and the status of any network outages.
Because staff are often re-deployed to affected disaster areas, Telstra workforce vans are
stocked with spare parts, materials, fuel and all technicians are qualified in CPR and first aid.
Telstra ensures that priority is given to emergency services to have the communications they
need to get the job done. This often involves:

Allocating an emergency service liaison officer (ESLO) either at State/Territory or
Regional emergency control centres where appropriate;

Providing equipment, infrastructure and services such as priority phone connections
and high speed broadband data at emergency control centres;

Providing emergency control centres with handheld iridium satellite phones to ensure
communications in all circumstances;

Optimising network coverage and capacity for mobile communications for emergency
services and customers. This is always a high priority for Telstra in disaster situations
and can mean that boosting both coverage and capacity is often required as a matter of
urgency;

Providing mobile phones to emergency services personnel and local organisations
involved in the response and recovery phase of a disaster; and

Deployment of emergency network equipment such as portable telephone exchanges
and mobile phone base stations to rapidly provide service when significant network
damage has occurred.
Similarly, Telstra will provide relief for residents in natural disaster areas, including some of the
following options depending on the circumstances:
• Free local, STD and mobile calls from payphones;
• A 1800 number for people to check on their loved ones;
• Free call diversion from Telstra fixed-lines to another phone;
• Re-rated call costs from Telstra mobile phones to Telstra fixed-line rates;
• Free cancellation and reconnection of Telstra fixed-lines and BigPond internet
services;
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• Interim telephone services for Telstra fixed-line customers; and
• Once-off credit where needed for Telstra mobile customers.
For communities:
• Re-rated payphones to no charge;
• Distribution of phone cards; and
• Free phone and internet lines at evacuation centres.
Telstra's relief packages are determined by the nature and scale of the specific event and
assistance can be provided for up to 12 months for those who lose their homes to these
disasters.
8.12. Mobile services commitment
Many of Telstra's regional, rural and remote customers are taking up mobile and mobile
broadband technologies. Telstra has in place processes to deliver and monitor these services.
Such processes are a demonstration of Telstra’s commitment to achieving customer service
excellence.
Telstra maintains extensive mobile telephone networks in Australia. Details of mobile services
included in the current Telstra Customer Service Charter can be found online at
http://www.telstra.com.au/abouttelstra/commitments/charter/
The current Telstra Mobile Service Commitment outlines Telstra’s undertaking to satisfy
customer service requests. It outlines Telstra’s commitment in relation to mobile service
connections, billing queries and response to network issues. Further information is available
online at http://www.telstra.com.au/abouttelstra/commitments/csg/.
Data relating to the population coverage of its mobile networks is provided on an annual basis
and reported in ACMA’s annual Telecommunications Performance Report. More information is
available from ACMA at http://www.acma.gov.au.
8.13. Chapter summary
 Telstra will continue to maintain a formal complaint management process available to
all customers (including regional, rural and remote areas), including publication of
Telstra complaint handling areas and contact details.

Telstra will continue to provide all its customers (including regional, rural and remote
areas) with access to sales and service support.

Telstra will continue to offer products and services designed to meet the needs of its
customers in regional, rural and remote Australia. These products and services will
change over time.

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. The products and services offered may change over time. Telstra will
continue to provide information on its regulatory obligations in this area.
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
Telstra will continue to undertake activities designed to address the
telecommunications needs of small business customers in regional, rural and remote
Australia.

Telstra will continue to provide service information to its regional, rural and remote
customers.

Telstra will continue to undertake sales and marketing activities to inform its regional,
rural and remote customers of its products and services.

Telstra will continue to have mechanisms in place to take on board customer feedback,
including feedback from its regional, rural and remote customers.

Telstra will continue to take steps to enable staff to meet the telecommunications
service needs of its regional, rural and remote customers

Telstra will continue to provide information on its legal and regulatory obligations
relating to delivery of services and service levels for customers in regional, rural and
remote areas. This currently includes the Customer Service Guarantee, Network
Reliability Framework, Universal Service Obligation, and Priority Assistance
coordination and management of activities.
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COORDINATION AND MANAGEMENT OF ACTIVITIES
9.1. Licence Condition
32. (19) The Minister must consider the extent to which the draft plan addresses each of the
following matters:
(c) coordination and management of the licensee’s activities in regional, rural and
remote parts of Australia including:
(i) targeted application of the licensee’s resources to meet the telecommunications
service interests of the licensee’s customers in regional, rural and remote parts of
Australia; and
(ii) an integrated approach to telecommunications services connection,
maintenance and repairs in regional, rural and remote parts of Australia.
9.2. Resource management
As set out earlier in this Plan, Telstra maintains a local management presence that
complements the national resources and activities of the wider organisation. A national
approach means that the company can realise economies of scale and offer more competitive
prices and higher quality standards.
Telstra addresses the coordination and management of its activities in regional, rural and
remote Australia through a dual and complementary approach of national resources and local
management. Such an approach allows for the targeted application of resources and an
integrated approach to telecommunications services connection, maintenance and repairs
across the country.
At both national and local levels, Telstra constantly strives to improve its systems and
organisation to better meet the needs of customers. Telstra gathers information about
customer demand and satisfaction for current and future services through sales channels,
market surveys and customer interactions. The company also undertakes comprehensive and
ongoing technology evaluations. Information is used in commercial evaluations and investment
planning that determines product standards, pricing and availability.
Telstra has central purchasing and supply arrangements working with Australian and
international suppliers. The aim of these arrangements is to ensure lowest cost supply of
products and services to Telstra consistent with its customer and company requirements. All
Telstra’s customers, including those in regional, rural and remote Australia, benefit from this
approach.
Where demand for new services is not commercially viable, Telstra managers may work with
government or commercial entities to gain access to additional funding or develop alternatives
that meet local needs. Local managers influence priorities for investment and service
improvement as part of the annual capital works programs.
Telstra will maintain senior level accountability for the coordination and management of its
activities in regional, rural and remote parts of Australia, including:

Targeted application of its resources to meet the telecommunications service
interests of its customers in regional, rural and remote parts of Australia. It is
intended that regional, rural and remote customers will continue to have access to
timely and quality service delivery. It is also intended that they will continue to have
access to appropriate products and services.
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
An integrated approach to telecommunications service connection, maintenance
and repairs in regional, rural and remote parts of Australia. It is intended that
customers will benefit from being able to access national systems.
Maintaining senior level accountability for the coordination and management of regional, rural
and remote activities means that customers will continue to benefit from a complementary mix
of local management and national processes.
9.3. Regional, rural and remote telecommunications services
Telstra will continue to offer a range of telecommunications services to its customers in
regional, rural and remote Australia. Telstra customers including those in regional, rural and
remote areas can enjoy internet, mobile and standard telephone services. These services are
also priced uniformly across the nation. Further information regarding the coordination and
management of these activities is provided in the rest of this Plan.
9.4. Broadband services
Telstra offers a wide range of broadband products to meet customer demand effectively, taking
into account a wide range of needs for providing services throughout Australia.
Telstra provides ADSL/ADSL 2+ broadband products over the copper access network in
regional and rural areas with enabled exchanges. ADSL availability and speed is limited by
network and technology factors, including distance from the exchange to the customer
premises.
Information on Telstra BigPond services can be found at http://www.bigpond.com. Telstra
offers customers a choice of standalone broadband services, or taken as part of a Home
Bundle (broadband in conjunction with PSTN and Foxtel where applicable). Details of current
Telstra broadband plans and Home Bundles can be found online at
http://www.bigpond.com/internetplans/.
Telstra also offers BigPond Mobile broadband services via the Next G® network which has
coverage of up to 99% of the Australian population. Details can be found at
http://go.bigpond.com/wireless/
Broadband by satellite is available anywhere there is an unobstructed view of the sky in
Australia. A BigPond broadband 2-way Satellite service offers a number of plans with different
speeds and usage limits.
As noted previously, Telstra has agreed to disconnect, progressively, copper-based Customer
Access Network services and broadband services on its HFC cable network (but not Pay TV
services on the HFC) that are provided to premises in the NBN fibre footprint, and will migrate
services onto NBN-based services, over the expected 10 year build period of the NBN. In
areas outside the NBN footprint, Telstra expects to continue to offer services via its copper
network, where practicable. Telstra’s product offerings are not yet settled for the NBN.
9.5. Mobile services
Telstra provides a wide range of mobile, mobile satellite and mobile data services across
Australia. Telstra’s Next G® network covers up to 99% of the population. General information
about Telstra’s mobile services is available at http://www.telstra.com.au/mobile/index.htm.
Telstra currently provides indicative information online on likely mobile coverage across
Australia at http://www.telstra.com.au/mobile/networks/coverage/index.html.
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As noted elsewhere in this Plan, Telstra publishes a voluntary review of its mobile performance
against commitments in the Telstra Customer Service Charter. This is available online at
http://www.telstra.com.au/abouttelstra/commitments/csg .
Data relating to the population coverage of its mobile networks is provided on an annual basis
and reported in ACMA’s annual Telecommunications Performance Report. More information is
available from ACMA at http://www.acma.gov.au.
With their global coverage, mobile satellite services offer an alternate method for providing
mobile services in remote areas without terrestrial mobile coverage. Telstra Mobile Satellite™
provides extensive voice and data mobile satellite coverage in Australia. Current information
about Telstra Mobile Satellite is available online at
http://www.telstra.com.au/mobile/networks/satellite.cfm.
As at the date of publication of this Plan, the Australian Government provides a subsidy
against the cost of mobile satellite handsets for eligible Australians. Further information is
available at the DBCDE website, located at
http://www.dbcde.gov.au/mobile_services/the_satellite_phone_subsidy_scheme
9.6. Fixed network and telephone services
Telstra offers a range of phone plans, features and pricing options to meet the varying needs
of its customers. Further information is available at
http://www.telstra.com.au/homephone/plans/index.html.
The provision of telephone services is covered by a range of regulation, such as the
Customer Service Guarantee, Universal Service Obligation, Network Reliability Framework
and Priority Assistance. Details of the key regulatory requirements are set out in Chapter 8 of
the Plan. As part of the Government's reform agenda, over time, there will be changes to
these legislated standards. Telstra will continue to keep customers informed of their rights via
its website.
Telstra has in place processes to identify any areas that fall below the performance levels it
has set and to initiate remediation plans as required. Local managers work with Telstra
infrastructure planners and service staff to target resources to address network issues, based
on their local knowledge and customer requirements. Infrastructure staff are responsible for
service connections, fault repairs and remediation of the customer access network.
Regional, rural and remote customers have the benefit of national systems that operate for
functions such as telephone fault reports. By way of example, residential fault reports are
centralised through calls to 13 22 03 where they are coordinated and managed through to the
field workforce for repair.
Information on service faults is recorded centrally so that recurring faults can be escalated for
management as part of the NRF. This information is also used for scheduling installation and
repairs to meet CSG timeframes. CSG figures are reported to, and monitored by, ACMA.
These figures are published in ACMA’s quarterly quality of service report, Telecommunications
Performance Data, available online at http://www.acma.gov.au.
The business unit arrangements through which services are delivered to regional, rural and
remote Australia may change over time in response to changes in customer demand and the
technology through which services are to be delivered.
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9.7. Chapter summary
 Telstra will maintain senior level accountability for the coordination and management of
its activities in regional, rural and remote parts of Australia, including:


Targeted application of its resources to meet the telecommunications service
interests of its customers in regional, rural and remote parts of Australia.

An integrated approach to telecommunications service connection, maintenance
and repairs in regional, rural and remote parts of Australia.
Telstra will continue to offer a range of telecommunications services to its customers in
regional, rural and remote Australia.
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COMMUNITY DEVELOPMENT
10.1. Licence Condition
32. (19) The Minister must consider the extent to which the draft plan addresses each of the
following matters:
(d) support by the licensee through its service activities for broader community development
in regional, rural and remote parts of Australia.
10.2. Commercial provision of services
The principal means through which Telstra contributes to community and regional development
is the commercial provision of effective and valued telecommunications products and services
to its customers. Telstra’s vision is for all Australians, no matter where they live, to have access
to the same innovative communications that are available in technology centres across the
world. Faster, more reliable connections in rural and regional communities provide better
access to education, health and business services, and can contribute to economic growth.
We continue to improve broadband and mobile network speeds and coverage in rural and
regional areas of Australia, and have expanded our store network to make it easier for our
customers to access our products, services and expertise. Approximately one hundred new
Telstra stores tailored to suit local needs will be opening across Australia over the next three
years, making our retail store network one of the largest in the country.
A comprehensive source of information on the benefits of telecommunications to the economy
and consumers is the annual ACMA Communications Report. This report includes information
on service performance, industry compliance and competition related matters. Quarterly
performance bulletins are also prepared and are available online at http://www.acma.gov.au.
10.3. Building stronger, more inclusive communities
In addition to the commercial provision of services, Telstra invests in local communities all
around the nation because we believe that the success of our business and the welfare of our
communities are interdependent. We work in partnership with government, business and nonprofit organisations to help address some of the key challenges facing Australia. Our social
investment comprises our digital inclusion programs; the Telstra Foundation, local
sponsorships and disaster relief.
10.4. Local sponsorship
Telstra is committed to the Australian community. As an organisation we are proud of the part
we play in supporting Australia's rich cultural heritage and development. We support the
Australian Ballet, Surf Life Saving Australia, Telstra Child Flight, Sydney Symphony Orchestra,
National Aboriginal & Torres Strait Islander Art Award, Telstra Road to Discovery, One Laptop
Per Child and Legacy Australia.
Telstra supports a variety of local organisations and events through commercial sponsorship
activities. This ranges from in-kind and financial support for sporting and cultural activities, to
involvement in business and regional development forums, field days and expos.
Online information about sponsorship requests and guidelines is available at.
http://telstra.com.au/abouttelstra/corporate-citizenship/communities/sponsorships/index.htm
When assessing a submission for sponsorship Telstra takes into account the overall benefits to
the Australian community as well as how closely its marketing and business objectives can be
met in each target market.
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10.5. Digital inclusion
Access to telecommunications is critical for full participation in economic and community life.
Telstra plays a significant role in assisting people to overcome barriers to access including age,
disability, geography and economic disadvantage. Our digital inclusion programs such as
Access for Everyone (see section 8.6.3) and Telstra Connected Seniors (see section 8.6.1)
amongst others are making a difference for those experiencing financial hardship, older
Australians, Indigenous Australians, people in rural areas, and those people with disability.
10.6. Telstra Foundation
Operating two grants programs, the Telstra Foundation Community Development Fund and
Telstra’s Kids Fund, the Telstra Foundation has financially supported thousands of projects to
the value of $38 million since its inception in 2002 until now.
The Telstra Foundation Community Development Fund supports long term community-based
projects that connect children and young people to their communities. Priority is given to
projects that support children and young people experiencing social or geographical isolation.
The Community Development Fund has three focus areas:

Social Innovation Grants underpin the Telstra Foundation’s focus on technology and
social inclusion;

Indigenous Community Development supports projects that improve the educational
and health outcomes of Indigenous children and young people; and

Spotlight on Cyber Safety focuses on projects that help keep children safe online.
For example, the Telstra Foundation Community Development Fund is supporting the following
programs:
 Stronger Smarter Institute’s ‘Stronger Smarter Leadership program: This program
provides training and support for community leaders and educators, giving them the
tools and the understanding to dramatically help improve outcomes for attendance,
literacy and numeracy levels in community with significant Indigenous student
populations.

Cyber Friendly Parents’ Project: This project highlights the need for a whole of
community response to increase cyber-safety and reducing cyber-bullying among
young people. Extensive research undertaken by the Edith Cowan University’s project
team determined the most effective ways to engage parents to increase their own
knowledge of cyber-safety and assist their child to prevent and respond to cyberbullying. Parents involved in the project had access to a range of resources including
a purpose-built website, www.cyberfriendly.com.au, to help them understand and
engage with cyber-bullying issues.
Telstra’s Kids Fund is an employee directed giving program that provides grants of $1,200 to
local community organisations that involve the participation of a child or young person directly
related to permanent Telstra employees. Telstra’s Kids Fund supports a broad range of
initiatives and projects across education, sports and recreation, arts and culture, and the
environment in community organisations located in communities all around Australia.
More information about the Telstra Foundation and its grant programs can be found at
http://www.telstrafoundation.com.
10.7. Disaster relief
Each year Australia is hit by natural disasters, destroying the homes and impacting the
livelihoods of many Australians. In times of natural disaster, typically our technicians are
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among the first to enter affected areas. Our priority is to assist the emergency and essential
services organisations with their telecommunications requirements and restore services to our
customers.
Telstra’s disaster relief and recovery policy enables us to provide a rapid and comprehensive
response in affected communities across Australia to keep them connected.
In FY10/11, Telstra's commitment to disaster relief assistance amounted to approximately $1.6
million. This amount relates to various kinds of support provided to both consumer customers
and businesses that were impacted by natural disasters and does not include the cost of
network remediation necessary to restore services.
Further details on Telstra's commitment are available at
http://www.telstra.com.au/abouttelstra/Sustainability/in-the-community/
10.8. Chapter summary
 Telstra will continue to contribute to community and regional development through the
commercial provision of telecommunications products and services.

Telstra will continue local marketing and community support activities, such as support
for emergency services.

Telstra will continue to provide information on its local marketing and community
support activities.

Telstra will continue to provide philanthropic support to promote community
development, social and digital inclusion.
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OPERATIONAL CHANGES AND CONSULATION
11.1. Licence Condition
32. (19) The Minister must consider the extent to which the draft plan addresses each of the
following matters:
(e) arrangements that the licensee currently has in place to address the telecommunications
service interests of regional, rural and remote customers, any changes to those
arrangements during the period of the local presence plan and the consultation and other
related processes that the licensee proposes to follow in relation to any such changes.
11.2. Addressing telecommunications interests
Telstra addresses the telecommunications services interests of regional, rural and remote
customers through its commercial offers to the market and activities to meet regulatory
obligations and support commercial offers.
Telstra obtains detailed feedback on customer demand and interests directly from customers,
at a local and national level, and through customer research. It uses this information to develop
new products and offers, and as a basis for assessing investment in infrastructure and
improved services.
Information on the services Telstra provides and activities it undertakes to meet its regulatory
obligations and to support its market offers to customers are provided on Telstra’s website
(www.telstra.com.au), through Telstra’s retail presence across the country, by calling Telstra
directly, or through our regionally-based offices.
11.3. Consultation processes
Telstra maintains national level consultation processes with representatives of consumers,
including those in regional, rural and remote Australia; small business; Indigenous
communities; and people with disabilities.
Telstra will continue to consult with representatives of consumers at a national and local level.
This will be done using a mix of formal and informal processes. It is intended that these
consultative arrangements will help improve the company’s knowledge and understanding of
the interests and concerns of consumers and particular groups of consumers. It is also
intended that they will contribute to improving consumers' knowledge and understanding of
Telstra policies and activities and the environment in which it operates.
The consultative process is supplemented and complemented by day-to-day interaction
between consumers, consumer organisations and Telstra on particular issues. Telstra will
continue to engage with representatives of consumers from regional, rural and remote
Australia. It is intended that this engagement will continue to supplement Telstra’s informal and
formal consultative processes and provide opportunities for ongoing dialogue.
Telstra’s local managers based in regional and rural Australia have extensive contact with the
local community leaders in which they operate. This means that Telstra’s local managers will
continue to remain informed of community issues and how this impacts their
telecommunications product and service needs, and adjust accordingly. It also means
community leaders will have a greater understanding of Telstra’s activities.
11.4. Chapter summary
 Telstra will continue to consult with representatives of consumers at a national and
local level. This will be done using a mix of formal and informal processes.

Telstra will continue to engage with representatives of consumers from regional, rural
and remote Australia.
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
Telstra local managers will continue to have contact with community leaders in the
regional, rural and remote areas in which they operate.

In the event of organisational changes that may materially affect the interests of a
community, Telstra will undertake consultation on the implementation of its decision
with appropriate community leaders.
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REPORTING
12.1. Licence Condition
32. (19) The Minister must consider the extent to which the draft plan addresses each of the
following matters:
(f) the licensee’s measures for reporting on its performance in relation to the local presence
plan and the local presence obligation mentioned in subclause (1).
12.2. Reporting on the Regional and Rural Presence Plan
Under the Licence Condition, Telstra is required to prepare a report within 60 days of the end
of the financial year on its performance during the year in meeting the Plan — the Regional
and Rural Presence Annual Review.
It is envisaged that this report will provide an overview of the Telstra Regional and Rural
Presence and the principal areas to be dealt with in the Plan, namely:

Management structure and decision-making.

Customer service and support.

Coordination and management of activities.

Community development.

Operational changes and consultation.
ACMA has been charged by the Australian Government with monitoring Telstra’s compliance
in meeting its Regional and Rural Presence Licence Condition obligation. Telstra has
developed an objective and detailed compliance reporting framework against which it reports to
the Minister and to ACMA.
This Plan will be the third Plan Telstra had developed, with the first plan being developed in
2005. Telstra has also submitted annual reports since 2006/07 which have been accepted by
the ACMA.
12.3. Meeting the Regional and Rural Presence obligation
The Plan outlines measures in place to meet the Telstra Regional and Rural Presence
obligation as outlined in the Licence Condition. It focuses on service outcomes and the
maintenance of quality standards as the measure of success in serving its regional, rural and
remote customers. As indicated, Telstra believes these output measures are the most
appropriate measures for assessing its performance in meeting the telecommunications needs
of its customers in regional, rural and remote Australia.
Telstra is obligated under telecommunications regulation to report on a wide range of service
activities. This regulatory reporting framework already provides a comprehensive basis for
assuring customers in regional, rural and remote Australia about the quality and delivery of
Telstra’s base services.
A key reference is the Telecommunications Performance Data compiled by ACMA on a
quarterly basis. This monitors service quality standards for standard telephone services and a
range of other services. In line with the applicable regulatory obligations, it reports upon:

Telstra’s performance in connecting standard telephone services within
Customer Service Guarantee timeframes, including rural and remote sub-categories.
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
Telstra’s performance in repairing faults on standard telephone
services within Customer Service Guarantee timeframes, including rural and remote
sub-categories.

Telstra’s payphone performance, including payphone repair
performance with set timeframes, also including rural and remote sub-categories.

Telstra’s performance in meeting connection and repair timeframes for
Priority Assistance customers (those with life-threatening illnesses), including by rural
and remote sub-categories.
See further information on Telecommunications Performance Reports
http://www.acma.gov.au/WEB/STANDARD/pc=PC_1402
The Telstra Service Performance Report, published online at
http://www.telstra.com.au/abouttelstra/commitments/customer-service-network-reports/serviceperformance/ also provides quarterly information on Telstra’s performance in the following
areas:

Connection and repair of standard telephone services and the keeping
of appointments associated with those activities against standards set by legislation
(CSG).

Payphone services performance, including serviceability, availability,
payphone repair performance within set timeframes and customer satisfaction.
Chapter Summary

Telstra will provide a report within 60 days of the end of the financial
year on its performance during the year in meeting its Regional and Rural Presence
Obligation and Plan — the Regional and Rural Presence Annual Review. The
reporting framework is outlined in Appendix A.

This reporting augments Telstra's existing reporting arrangements
necessary under existing regulatory arrangements.
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® Registered trade mark of Telstra Corporation Limited
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APPENDIX A: MEASURES FOR ASSESSING TELSTRA’S PROGRESS IN IMPLEMENTING THE PLAN
MATTERS FOR
CONSIDERATION
(subclause (19))
(a) telecommunications
service interests of the
licensee’s regional, rural and
remote customers and
potential customers,
including:
(i) how the management
structure and decisionmaking processes in the
licensee will address these
interests; and
(ii) how these interests will
be represented within the
licensee’s management
structure.
PROPOSED COMMITMENTS
PROPOSED MEASURE
POSSIBLE EVIDENCE TO BE MADE AVAILABLE
1. Telstra will continue to maintain a
local presence in regional, rural and
remote Australia to the extent that
this is broadly compatible with its
commercial interests and is not
unduly prescriptive and does not
impose undue financial and
administrative burdens on the
company.
2. Telstra will continue to undertake a
range of projects that will benefit its
customers in regional, rural and
remote Australia. The detail of the
projects is outside the scope of the
Plan.
3. Telstra will continue to maintain an
ongoing local management presence
in regional, rural and remote
Australia.
4. Telstra will continue to maintain a
structure of local managers
responsible for overall sales and
service performance in their regions.
5. Telstra will continue to maintain
senior level accountability for
regional, rural and remote customer
operations.
6. Telstra will continue to seek the
1. Did Telstra maintain a local
presence in regional, rural and
remote Australia to the extent
that this is broadly compatible
with its commercial interests and
is not unduly prescriptive and
does not impose undue financial
and administrative burdens on
the company? Yes/No
2. Did Telstra undertake a range of
projects that will benefit its
customers in regional, rural and
remote Australia? Yes/No
3. Did Telstra maintain a local
management presence in
regional, rural and remote
Australia? Yes/No
4. Did Telstra maintain a structure
of local managers responsible for
overall sales and service
performance in their regions?
Yes/No
5. Did Telstra maintain senior level
accountability for regional, rural
and remote customer
operations? Yes/No
6. Did Telstra seek the views of its
regional, rural and remote
1. Telstra Regional and Rural Presence Plan and
annual report on progress.
2. Examples of projects that will benefit customers in
regional, rural and remote Australia.
3. Evidence of a local management presence,
including:
(a) Area offices and branded outlets - location
details and contact numbers.
(b) Local points of contact e.g. telephone
numbers, marketing activities etc.
4. Evidence of local management structure,
including:
a) Organisational structure.
(b) Role description of relevant managers.
5. Evidence of senior level accountability, including:
(a) Organisational structure.
(b) Role description of relevant managers.
6. Examples of activities undertaken to seek the
views of Telstra’s regional, rural and remote
customers.
7. Evidence of senior level accountability for
representation, including:
(a) Organisational structure.
(b) Role description of relevant managers.
(c) Examples of processes for identifying how
regional, rural and remote issues are addressed in
the management structure and decision making
and the resultant outcomes.
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(Telstra’s Regional and Rural Presence Plan 2012-2015 Preliminary Draft for Consultation) (continued)
MATTERS FOR
CONSIDERATION
(subclause (19))
PROPOSED COMMITMENTS
views of its regional, rural and
remote customers for the purpose of
addressing the telecommunications
service interests of its customers.
7. Telstra will continue to maintain
senior level accountability for
representing the telecommunications
service interests of its regional, rural
and remote customers at senior
levels within the company.
(b) customer service and
support to meet the
telecommunications service
interests of the licensee’s
customers in regional, rural
and remote parts of Australia,
including:
(i) management of
complaints from the
licensee’s customers in
regional, rural and remote
parts of Australia; and
(ii) provision of
telecommunications
service information to the
licensee’s customers in
regional, rural and remote
parts of Australia.
1. Telstra will continue to maintain a
formal complaint management
process available to customers in
regional, rural and remote areas,
including publication of Telstra
complaint handling areas and
contact details.
2. Telstra will continue to provide its
customers in regional, rural and
remote areas with access to sales
and service support.
3. Telstra will continue to offer products
and services designed to meet the
needs of its customers in regional,
rural and remote Australia. These
products and services will change
over time. The detail of the products
and services is outside the scope of
PROPOSED MEASURE
7.
1.
2.
3.
4.
customers for the purpose of
addressing the
telecommunications service
interests of its customers?
Yes/No
Did Telstra maintain senior level
accountability for representing
the telecommunications service
interests of its regional, rural and
remote customers at senior
levels within the company?
Yes/No
Did Telstra maintain a complaint
management process available
to customers in regional, rural
and remote areas, including
publication of Telstra complaint
handling areas and contact
details? Yes/No
Did Telstra provide its customers
in regional, rural and remote
areas with access to sales and
service support? Yes/No
Did Telstra offer products and
services designed to meet the
needs of its customers in
regional, rural and remote
Australia? Yes/No
(a) Did Telstra offer tailored
products and services for its
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(d) Examples of measures undertaken to
represent and address the telecommunications
service interests of regional, rural and remote
customers and potential customers.
1. Evidence of a complaint management process,
including:
(a) Information on how to make a complaint,
including complaint handling areas and contact
details.
(b) Links to any reports provided to regulatory
authorities on complaints – current examples
include quarterly Telstra Service Performance
Report.
2. Evidence of sales and service support access,
including a description of mechanisms available to
customers to access sales and service support
such as area offices and branded outlets,
information delivery channels, specialised call
centres etc.
3. Examples of products and services offered
designed to meet the needs of customers in
regional, rural and remote Australia.
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(Telstra’s Regional and Rural Presence Plan 2012-2015 Preliminary Draft for Consultation) (continued)
MATTERS FOR
CONSIDERATION
(subclause (19))
PROPOSED COMMITMENTS
the Plan.
4. 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. The products and
services offered may change over
time. The detail of the products and
services is outside the scope of the
Plan. Telstra will continue to provide
information on its regulatory
obligations in this area.
5. Telstra will continue to undertake
activities designed to address the
telecommunications needs of small
business customers in regional, rural
and remote Australia
6. Telstra will continue to provide
service information to its regional,
rural and remote customers.
7. Telstra will continue to undertake
sales and marketing activities to
inform its regional, rural and remote
customers of its products and
services.
8. Telstra will continue to have
mechanisms in place to take on
PROPOSED MEASURE
5.
6.
7.
8.
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?
Yes/No
(b) Did Telstra provide
information on its regulatory
obligations in this area? Yes/No
Did Telstra undertake activities
designed to address the
telecommunications needs of
small business customers in
regional, rural and remote
Australia? Yes/No
Did Telstra provide service
information to its regional, rural
and remote customers? Yes/No
Did Telstra undertake sales and
marketing activities to inform its
regional, rural and remote
customers of its products and
services? Yes/No
Did Telstra have mechanisms in
place to take on board customer
feedback, including feedback
from its regional, rural and
remote customers? Yes/No
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4. Evidence of tailored products and services Telstra
offers its regional, rural and remote customers
with particular communication needs, including:
(a) Information available on these products and
services – e.g. low incomes measures, disability
service measures, measures for customers living
in remote Indigenous communities.
(b) Information on relevant regulatory obligations.
(c) Any relevant regulatory reports.
5. Examples of activities designed to address the
telecommunications needs of small business
customers in regional, rural and remote Australia.
6. Evidence of the provision of service information,
including:
(a) Service information provided.
(b) Any specific service commitments – current
examples include the Telstra Mobile Service
Commitment.
7. Examples of sales and marketing activities
undertaken to inform regional, rural and remote
customers of Telstra’s products and services.
8. Examples of mechanisms in place to take on
board customer feedback.
9. Evidence of steps taken to enable staff to meet
the telecommunications service needs of regional,
rural and remote customers, including a
description of the mechanisms employed to
achieve this, for example, the selection of
appropriate people and provision of appropriate
training and systems.
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(Telstra’s Regional and Rural Presence Plan 2012-2015 Preliminary Draft for Consultation) (continued)
MATTERS FOR
CONSIDERATION
(subclause (19))
(c) coordination and
management of the
licensee’s activities in
regional, rural and remote
parts of Australia, including:
(i) targeted application of
the licensee’s resources to
meet the
telecommunications
service interests of the
licensee’s customers in
regional, rural and remote
parts of Australia; and
(ii) an integrated approach
PROPOSED COMMITMENTS
PROPOSED MEASURE
board customer feedback, including
feedback from its regional, rural and
remote customers.
9. Telstra will continue to take steps to
enable staff to meet the
telecommunications service needs of
its regional, rural and remote
customers.
10. Telstra will continue to provide
information on its legal and
regulatory obligations relating to
delivery of services and service
levels for customers in regional, rural
and remote areas – currently
includes CSG, NRF, USO and PA
9. Did Telstra take steps to enable
staff to meet the
telecommunications service
needs of its regional, rural and
remote customers? Yes/No
10. Did Telstra provide information
on its legal and regulatory
obligations relating to delivery of
services and service levels for
customers in regional, rural and
remote areas? Yes/No
10. Information on legal and regulatory obligations.
1. Telstra will maintain senior level
accountability for the coordination
and management of its activities in
regional, rural and remote parts of
Australia, including:
(i) Targeted application of its
resources to meet the
telecommunications service interests
of its customers in regional, rural and
remote parts of Australia.
(ii) An integrated approach to
telecommunications service
connection, maintenance and repairs
in regional, rural and remote parts of
1. Did Telstra maintain senior level
accountability for the
coordination and management of
its activities in regional, rural and
remote parts of Australia,
including:
(i) Targeted application of its
resources to meet the
telecommunications service
interests of its customers in
regional, rural and remote parts
of Australia.
(ii) An integrated approach to
telecommunications service
1. Evidence of senior level accountability including
evidence of:
(a) Organisational structure.
(b) Any other relevant operational arrangements
that highlight coordination and management of
activities in regional, rural and remote Australia.
(c) Examples of benefits achieved from a targeted
application of resources.
(d) Examples of benefits achieved from an
integrated approach to service connection,
maintenance and repairs.
2. Evidence of the range of telecommunications
services offered to Telstra’s customers in regional,
rural and remote Australia, including information
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(Telstra’s Regional and Rural Presence Plan 2012-2015 Preliminary Draft for Consultation) (continued)
MATTERS FOR
CONSIDERATION
(subclause (19))
to telecommunications
service connection,
maintenance and repairs
in regional, rural and
remote parts of Australia.
(d) support by the licensee
through its service activities
for broader community
development in regional, rural
and remote parts of Australia.
(e) arrangements that the
licensee currently has in
place to address
telecommunications service
interests of regional, rural
and remote customers, any
changes to those
arrangements during the
period of the local presence
PROPOSED COMMITMENTS
Australia.
2. Telstra will continue to offer a range
of telecommunications services to its
customers in regional, rural and
remote Australia.
PROPOSED MEASURE
2.
1. Telstra will continue to contribute to
community and regional
development through the commercial
provision of telecommunications
products and services.
2. Telstra will continue local marketing
and community support activities,
such as support for emergency
services.
3. Telstra will continue to provide
information on its local marketing
and community support activities.
1.
1. Telstra will continue to consult with
representatives of consumers at a
national and local level. This will be
done using a mix of formal and
informal processes.
2. Telstra will continue to engage with
representatives of consumers from
regional, rural and remote Australia.
3. Telstra local managers will continue
1.
2.
3.
2.
3.
connection, maintenance and
repairs in regional, rural and
remote parts of Australia?
Yes/No
Did Telstra offer a range of
telecommunications services to
its customers in regional, rural
and remote Australia? Yes/No
Did Telstra contribute to
community and regional
development through the
commercial provision of
telecommunications products
and services? Yes/No
Did Telstra undertake local
marketing and community
support activities? Yes/No
Did Telstra provide information
on its local marketing and
community support activities?
Yes/No
Did Telstra consult with
representatives of consumers at
a national and local level?
Yes/No
Did Telstra engage with
representatives of consumers
from regional, rural and remote
Australia? Yes/No
Did Telstra’s local managers
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on available services.
1. Evidence of ways in which the commercial
provision of telecommunications products and
services contributes to community and regional
development,
2. Examples of and information on local marketing
and community support activities.
3. Evidence of information provided on Telstra’s
local marketing and community support activities.
1. Evidence of consultation with consumer
representatives, including information on any
formal and informal consultation processes.
Specific questions asked or results derived in
relation to customer surveys may be commercially
sensitive.
2. Evidence of engagement with representatives of
consumers from regional, rural and remote
Australia.
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(Telstra’s Regional and Rural Presence Plan 2012-2015 Preliminary Draft for Consultation) (continued)
MATTERS FOR
CONSIDERATION
(subclause (19))
plan and the consultation and
other related processes that
the licensee proposes to
follow in relation to any such
changes.
(f) the licensee’s measures
for reporting on its
performance in relation to the
local presence plan and the
local presence obligation
mentioned in subclause (1).
PROPOSED COMMITMENTS
PROPOSED MEASURE
to have contact with community
leaders in the regional, rural and
remote areas in which they operate.
4. In the event of organisational
changes that may materially affect
the interests of a community, Telstra
will undertake consultation on the
implementation of its decision with
appropriate community leaders.
have contact with community
leaders in the regional, rural and
remote areas in which they
operate? Yes/No
4. Did Telstra undertake
consultation on the
implementation of decisions on
organisational changes with
appropriate community leaders?
Yes/No
1. Did Telstra report within 60 days
at the end of the financial year on
its performance during the year
in meeting its Rural and Regional
Presence Obligation and Plan?
Yes/No
1. Telstra will provide a report within 60
days of the end of the financial year
on its performance during the year in
meeting its Regional and Rural
Presence Obligation and Plan – the
Regional and Rural Presence Annual
Review report.
TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | PRINTED 16/02/16
FINAL | TELSTRA | REGIONAL AND RURAL PRSENCE PLAN 2012-2015 DRAFT FOR CONSULTATION
POSSIBLE EVIDENCE TO BE MADE AVAILABLE
3. Examples of local manager contact with
community leaders.
4. Evidence of consultation on organisational
changes e.g. job description of local managers,
local contact arrangements.
1. The Regional and Rural Presence Performance
Report as outlined in this framework.
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