Primus Telecom
Industry Development Plan
Primus Telecom’s Industry Development
Plan for the 3 years commencing 1 July
2001 and ending 30 June 2004
PUBLIC SUMMARY
For further information please contact:
James Blackmore
Deputy General Counsel
Primus Telecom
Level 3 538 Collins Street
Melbourne Vic 3000
Ph: (03) 9923 3000
Fax: (03) 9923 3333
TABLE OF CONTENTS
1.
Introduction
1.1
1.2
1.3
1.4
2.
General Strategic Statement
2.1
2.2
2.3
2.4
2.5
2.6
3.
4.
Mission Statement
Short History
Linkages with Related Companies
Strategic Intent
Products and Services to be Provided
Target Markets
IT & T and Other capital Procurement
Strategic Commercial Relationships
4.1
4.2
5.
6.
7.
8.
9.
Primus Telecommunications Group Inc
Primus Telecommunications Pty Ltd
Primus Telecom Company Structure
Corporate Profile and Financial Information
Hardware and Software
Telecommunications Interconnect
Research and Development Activities
Export Development Plans
Encouraging Employment and Training Activities
Disabilities Issues
Support for Government Policies
2
3
3
3
3
3
5
5
6
7
7
10
11
13
14
14
15
17
18
19
20
21
1
Chapter
1.
INTRODUCTION
1.1 PRIMUS TELECOMMUNICATIONS GROUP, INC.
Primus Telecommunications Group, Inc (Primus) was founded in 1994 to provide corporate,
small to medium size business and residential customers with voice and data
telecommunications and internet services.
Primus Telecommunications Group, Inc. (Primus) is a NASDAQ listed telecommunications
carrier, with the world headquarters in Washington DC, USA. Primus focuses on the provision
of internet services, fixed international and domestic long distance data and voice services and
mobile services.
Primus operates as a holding company with the principal assets being its operating subsidiaries
in Australia, the United States, United Kingdom, Mexico, Canada, Japan, France, Germany,
Italy, Brazil, the Netherlands and Denmark.
1.2 PRIMUS TELECOMMUNICATIONS PTY LTD
Primus Telecommunications Pty Ltd (ABN 69 071 191 396) (“Primus Telecom”) was among
the first competitors in the telecommunications market to obtain a carrier licence with full
deregulation on 1 July 1997. Primus Telecom is a wholly owned subsidiary of Primus.
1.3 PRIMUS TELECOM COMPANY STRUCTURE
Primus Telecom operates as a Carrier and Carriage Service Provider within Australia as part of
the “Primus Telecom” corporate group. Primus Telecom currently holds the Carrier Licence
and owns the Network Units within Australia.
Primus Telecom currently has approximately 800 employees Australia wide.
1.4 CORPORATE PROFILE AND FINANCIAL INFORMATION
PRIMUS TELECOM LOCAL DIRECTORS
Ravi Bhatia – Managing Director/Chief Executive Officer
Greg Wilson – Secretary / Chief Financial Officer/Chief Operating Officer
3
YEAR ESTABLISHED
Primus Telecom commenced operations in late 1995.
CARRIER LICENCE
Primus Telecom obtained carrier licence on 1 July 1997.
HEAD OFFICE
538 Collins Street, Melbourne.
BRANCHES
Adelaide, Perth, Brisbane, Sydney and Canberra.
EMPLOYEES
On 1 July 2001 approximately 800 Australia-wide.
4
Chapter
2
2.
GENERAL STRATEGIC STATEMENT
2.1 MISSION STATEMENT
Primus Telecom’s corporate mission is to “provide a competitive advantage to our clients
through excellence in total telecommunications, data, internet and eCommerce solutions while
significantly reducing their overall costs.” The worldwide objectives for Primus Telecom
embodied in this corporate mission are:

enhancing stockholder value by expanding the customer base;

shifting the worldwide customer mix to add more business customers;

balancing the revenue base between service regions;

providing new service offerings;

ensuring Primus Telecom is a good and responsible corporate citizen

expanding the intelligent global network; and

increasing the gross margin percentages.
Primus Telecom’s strategy for achieving its goals includes:

maximising the benefits of deregulation and price competition for consumers;

delivering high quality services at competitive prices;

providing a comprehensive package of services;

focussing on customers with significant international and domestic long distance usage;

pursuing early entry into selected deregulated markets;

implementing an intelligent international network; and

delivering end-to-end telecommunications services on a global scale.
5
2.2 SHORT HISTORY
Since full deregulation, Primus Telecom has captured a significant market as a competitive
new carrier in the Australian market. Primus Telecom is committed to deliver, to Australian
business and consumers, high quality and service in telecommunications and internet services.
Primus Telecom is not only one of Australia's largest Carrier/ Carriage Service Provider, with
its connection with Primus it is one of Australia's few truly global telecommunications
companies.
Primus Telecom first began operating in Australia following the acquisition of Australianbased telecommunications reseller Axicorp Pty Ltd by Primus in 1996. Following the
acquisition Axicorp changed its name to Primus Telecommunications (Australia) Pty Ltd.
Primus Telecom was incorporated in October 1995. Primus Telecom obtained a Carrier
Licence and began operating in Australia as a licenced carrier on 1 July 1997.
Primus, and therefore Primus Telecom, uses an extensive global network of owned and leased
transmission facilities. It has ownership interests in more than 30 undersea fibre optic cable
systems, 25 international gateway switches (Australian switch is Nortel DMS300 switch in
Sydney), a satellite earth station and a variety of operating relationships that allow it to deliver
traffic worldwide.
In April 1998 the wholly owned US operating arm of Primus, Primus Telecommunications
International Inc, acquired two local companies, namely Sydney-based frame relay service
provider Eclipse Telecommunications Pty Ltd and Melbourne ISP Hotkey Internet Services
Pty Ltd.
In early 1999 Primus Telecom established Internet Primus (or iPrimus) as Primus Telecom’s
Australian internet service provider (ISP). iPrimus was recently voted the editors choice award
by DL Magazine for 2000 and has become one of the largest and most respected ISP’s in
Australia.
SOME OF PRIMUS TELECOM’S ACHIEVEMENTS TO DATE










First Australian carrier to introduce non-code access following deregulation.
First Australian carrier to introduce telecommunications pricing reform by massively
cutting the cost of long distance and international calls.
First carrier to take on Telstra in the local call market and cut the cost of local calls from
25 to 22 cents, 22 to 17 and 17 to 15 cents.
First Australian carrier to release high speed xDSL internet connectivity.
First Australian carrier to introduce unlimited internet access for $24.95.
Created more than 2000 jobs in Australia.
Rollout of voice network and switching infrastructure that now covers 100% of the
Australian population .
ISP selected for Virtual Communities initiative to deliver affordable internet access to
Australia's 2.1 million union members and affiliate groups.
Over 150,000 internet customers.
More than 600,000 local, long distance and international call customers.
6
2.3 LINKAGES WITH RELATED COMPANIES
2.3.1
DOMESTIC
The Primus Telecom corporate group operates as a single operational entity to offer Carriage
Services to the Australian public. However Primus Telecom’s business model utilises its intercorporate relations to complete its service offerings. These inter-corporate relations include
sales channels, network interconnection arrangements and product development partnerships.
2.3.2
INTERNATIONAL
As discussed above at 1.1 Primus is listed on the NASDAQ and operates as a holding
company only. The operational aspects are carried on by wholly owned subsidiaries in the
relevant countries. Each wholly owned subsidiary is the equivalent of what is, in Australia, a
Pty Ltd company.
2.4 STRATEGIC INTENT
2.4.1
TELECOMMUNICATIONS NETWORK
National
Primus Telecom has built a large international network with the Australian arm confirming
five major national switching centres, one in each of Sydney, Melbourne, Brisbane, Adelaide
and Perth and 66 national POI’s. Each major centre contains one Nortel DMS100 switch and a
range of large-scale internet transmission equipment. Primus Telecom has also installed a
Nortel DMS300 international gateway switch in Sydney.
Stand-alone signal transfer points (STP’s) (Tekelec Eagle’s - high capacity, fully fault tolerant
packet switch for SS7 networks and converging SS7/IP networks) form the hub of the internal
and external signalling network and are located in Sydney and Melbourne to ensure geographic
redundancy.
Primus Telecom’s network interconnects with the Telstra network at the maximum 66 points
(61 regional and the 5 in the capital city locations) where Telstra allows CCS7 interconnection
(Points of Interconnect or “POI’s”) nationally. This interconnection facilitates, to the
maximum extent possible, total Australian coverage for the Primus Telecom network. This
level of infrastructure is only possible on a large scale, and as such only the fully national
carriers like Primus are capable of this level of interconnection.
Each of the 66 POI’s are equipped and maintained by Primus Telecom. Each serves not only
as a point of CCS7 voice interconnection, but also as an iPrimus local internet dial-in POI.
Primus Telecom is in the process of developing a network of secondary POI’s which are
dedicated to internet-only operations in smaller regional centres. The purpose is to allow more
of regional Australia to access the internet for the cost of a local call. Currently Primus
Telecom has established 6 internet-only POI’s (in addition to the 66 dual-porpose POI’s) and
will be expanding this network to 40 internet-only POI’s.
Primus Telecom has deployed and owns a network of 144-core fibre optic cables in the CBD
of the 5 capital cities in which Primus Telecom has a major switch (Sydney, Melbourne,
Brisbane, Adelaide and Perth). This CBD network consists of approximately 100 km of fibre
7
and is used principally to connect the Primus Telecom exchange in each city to 31 Telstra
CBD exchanges. It gives Primus Telecom interconnect capacity, access to xDSL systems and
direct access to several of Primus Telecom’s major corporate customers.
Primus Telecom plans to increase its direct access network in the major capital cities and will
do so as Primus Telecom obtains customers requiring this service. Primus Telecom also aims
to increase consumer and small to medium enterprise (SME) market penetration and share,
building on it’s current share of Australia’s total PSTN revenues (estimated at 10%).
The unbundling of the unconditional local loop (ULL) service enables Primus Telecom to
connect its own networks to existing infrastructure in order to deliver new and innovative
services to end-users more efficiently. This includes bringing services such as local and longdistance telephone calls, Internet access, ‘tele-working’, distance learning, video-on-demand,
remote LAN access, xDSL and other multi-media and data applications “on-net”.
International
In addition to the Nortel DMS300 international switch owned by Primus Telecom, Primus
Telecom leases a 45M Intelsat link (Intelsat is an international cooperative, whose investors
include most of the major telecommunications companies in the world. Currently, the right to
own shares in Intelsat is governed by national laws in each country, as are the rights to
purchase services directly from Intelsat.) for internet backbone access from the USA to Primus
Telecom switches in Brisbane and Melbourne.
Primus’ international network currently comprises:

Owned and leased transmission facilities, including ownership interests in 23 undersea
fibre optic cable systems, 19 international gateway switches and over 150 major points-ofpresence (POP’s) worldwide, a satellite earth station and a variety or operating
relationships that allow Primus Telecom to deliver traffic worldwide;

Leased and owned international transmission capacity between Australia and New
Zealand, Australia and Asia-Pacific and Australia and North America;

Ownership interests in trans-Atlantic cable systems including Jaysaurus/APCN,
TASMAN-2 and Southern Cross;

International gateway switches in North America (Los Angeles, Florida, New Jersey, New
York, Washington DC, Toronto and Vancouver), Europe (Paris, Frankfurt, Milan and
London) and Puerto Rico.
2.4.2
TELECOMMUNICATIONS PRODUCTS
Voice






Local Calls
Long Distance Calls
International Calls
Toll Free numbers
Mobiles
Fax broadcast





Phonecards
Conference Calls
Electronic Billing
Telephone Systems
Account Management
8
Data
Data Networks (Frame, ATM, IP-VPN, xDSL)
Internet
Datacentre
Other
Web Hosting
Computer Hardware
Data Centre Telehousing
ICANN Domain name registration (.com, .net, .org)
2.4.3
INTERNET/ ECOMMERCE NETWORK
iPrimus Australia
iPrimus is a business division of Primus Telecom dedicated to Primus Telecom’s ISP
activities. The establishment of its internet division iPrimus, now sees Primus Telecom ranked
among the top ISP's in Australia. As an ISP, Primus Telecom has to date invested over $50
million to develop its ISP service, catering for all segments of the market.
In order to deliver full internet access to regional and rural Australia, Primus Telecom has
rolled out 72 Points of Presence (POPs) Australia-wide. (Please see the discussion at 2.4.1
above)
Primus goals for iPrimus
Primus now has ISP operations in eight countries around the world, all with leading and/or fast
growing positions within their home market. These countries include Australia, Brazil,
Canada, Germany, Italy, Japan, the United Kingdom, the United States. Critical to the success
and a competitive advantage for these ISPs is Primus' global broadband fibre optic and satellite
network that is directly connected to Primus’ broadband US internet backbone.
Primus International
Currently Primus uses asynchronous transfer mode (ATM) and internet protocol (IP) for its
Internet data business. A key benefit of ATM is its flexibility. The technology provides for
high-speed transmission of different kinds of content – data, video, voice – over a wide variety
transport media. But it is based on voice circuit switching and as more investments go into IP
technology, it's widely predicted that IP over fibre optics will replace ATM.
Customers may also want to utilise software that is expensive to deploy across their business.
Primus’ ASP, or application service provider, business, allows a company to "rent" the
software and be charged a fee based on usage. Primus is anticipating its customers' needs by
establishing a major Internet hosting and ASP presence. Recently, Primus Telecom in the UK
opened a 10,000-square foot data centre in London powered by Hewlett-Packard
infrastructure, which offers hosting, e-commerce and ASP services to small- and mediumsized enterprises. The centre employs Pilot Network Services technology to protect the
network from hackers. A similar Data Centre was recently opened in Melbourne (discussed
below) and Primus Telecom has plans to open a similar data centre in Sydney.
Primus now has eight hosting centres in different countries. It also has satellite coverage, with
a dish in the U.S. that can bring the traffic of all the Indian Ocean countries into its backbone.
9
Data Centres - Australia
Primus Telecom has built a fully redundant data centre in Melbourne. The data centre:

is fully pre-cabled with dual 100FX fibre connections into each customer rack,

boasts individually protected AC power per rack, gas fire protection and triple door lock
security employing biometrics,

power operates on fully redundant, dual generator and battery backup,

is cooled by dual fully redundant airconditioning systems.
The Data Centre hosts Primus Telecom’s virtual web hosting facilities which provide both NT
and UNIX platforms, ASP services, co-location and Primus Telecom’s dedicated server farm
and data warehouse.
A second data centre is planned for Sydney.
2.4.4
INTERNET/ ECOMMERCE PRODUCTS
Much of Primus Telecom’s e-commerce focus centres on the worldwide network of secure
data-centres. The establishment of Primus Telecom’s data centre in Melbourne (and the
planned data-centre in Sydney) interconnects with the other Primus data-centres worldwide
over secure, dedicated data links.
The Melbourne data-centre is designed to facilitate;

Co-location of customer equipment at the data-centre site;

Dedicated web hosting;

Virtual web hosting:

Data warehousing; and

ASP for network application and hosting services.
2.5 PRODUCTS AND SERVICES TO BE PROVIDED
Local Access
Primus Telecom will continue to offer all Australians with access to the standard telephone
service and internet products.
Preselectable Services
Primus Telecom will continue to offer the preselectable package of services to large corporate,
SME’s and residential customers.
XDSL
Primus Telecom launched its high speed internet access product, Jetstream in the fourth quarter
of 2000. Primus Telecom is believed to be the first Australian carrier to commercially launch
xDSL services on a widely available basis in Australia.
10
The launch of xDSL services in Australia delivers a new world of entertainment and
communications to Australians. xDSL is the enabler for increased access speeds and more
reliable connections. It opens up applications, underpinning recent developments in highspeed content streaming.
The Primus Telecom ADSL service operates using high speed ADSL modems over copper
providing a permanent connection to a Primus Telecom ADSL line card. The permanent
connection not only provides high speed access, but allows 24 hour email, eliminates delays
with connecting, busy signals and other access problems.
Primus Telecom’s launch of its ADSL service in Australia follows the Australian Competition
and Consumer Commission’s decision in August 1999 to open up access to Telstra’s local
copper network. Since the ACCC’s ruling, Primus Telecom has been in access negotiations
and undertaken equipment selection and deployment.
Access speeds for xDSL services can reach up to 8 Mbit/s, over 140 times faster than a high
speed dialup modem. Each xDSL access line is dedicated per user, ensuring no congestion
with other users.
Primus, through its world-wide operations, has undertaken a global strategy to compete
globally for high speed data/internet services and has earmarked DSL as a core segment of its
international business operations.
Primus’ Brazilian internet subsidiary, Matrix internet S.A has already begun offering DSL
services in Brazil. Matrix internet S.A is Brazil’s fifth largest ISP. In November 2000, Primus
acquired DigitalSelect, a US-based DSL services provider.
Available in a range of speeds, Primus Telecom intends to make its DSL service available to
Australian corporate business and households in Australia’s major capital cities, regional
Australia and territories over the live of this plan. The service is initially available in the greater
CBD areas in all major capital cities and will expand into metro and regional exchange areas as
Primus Telecom DSL equipment is deployed at each exchange over the 12 months to June
2002.
Domain Name Registrations
Primus Telecom has recently obtained accreditation from ICANN to accept, submit and
administer applications for domain name registrations in the .com, .net and .org space.
2.6 TARGET MARKETS
Primus Telecom has always prided itself on being able to provide a full range of
telecommunications and related products to the entire Australian market. Primus Telecoms’
focus for the initial 12 months covered by this IDP is on:

Consolidating and expanding Primus Telecom’s entry into the local call market through
the provision of the current voice services and the DSL cable-network throughout the 5
capital cities where Primus Telecom has a presence;

Rolling out Primus Telecom ADSL to residential and SME’s and, where available, HDSL
to SME’s and large corporates;

Establishing the Melbourne data centre as a major secure on-line hub for large corporate
entities and SME’s.
11

Increasing efficiencies in Primus Telecom Call Centre’s aimed at reducing waiting times,
reducing no-answer’s, improving information accuracy and value adding.
12
Chapter
3
3.
IT&T AND OTHER CAPITAL PROCUREMENT
In the 12 month period leading up to December 2000 Primus investments included:

Cisco - for Routers, Frame Relay/ATM systems;

Nortel – for DMS100 switch expansion, dial-up internet access/ Routers;

Marconi – for SDH fibre equipment;

Nokia – for Multiplexers, DSLAM’s;

Melbourne data centre – Power supplies, batteries, racks, cables, satellite earth stations,
floor fitout, air conditioning, fire protection systems, alarms and surveillance;

Fibre Cable Works – Metropolitan rollout of DSL in 5 capitals and 12k fibre link from
Sydney CBD to Southern Cross cablehead at Alexandria; and

Various IT equipment and software development.
13
Chapter
4
4.
STRATEGIC COMMERCIAL RELATIONSHIPS
Primus Telecom’s strategic alliances are designed to deliver a client-centric, total solutions
approach to solving problems, creating business opportunities, and maintaining a sustainable
competitive advantage for Primus Telecom’s customers. This commitment to deliver solutions
and services encompassing products, service applications, systems integration, and best
practices, will assist Primus Telecom’s clients to be successful as globally networked
companies in the new digital economy.
4.1 HARDWARE AND SOFTWARE
Primus Telecom’s strategic partners provide support that includes:
Cisco Systems
Cisco Systems is the worldwide leader in networking for the Internet. Cisco's networking
solutions connect people, computing devices and computer networks, allowing people to
access or transfer information without regard to differences in time, place or type of computer
system.
Cisco Systems' 12000 Series Internet routers have been selected by Primus to provide the nextgeneration IP infrastructure for Primus' global broadband asynchronous transfer mode (ATM)
and Internet protocol (IP) network. As part of the worldwide Application-Intelligent Network
deployment, Primus is deploying Cisco 12008 Internet routers in its backbone nodes to enable
a higher- performance, more reliable network and the provisioning of competitive services,
such as e-business, web hosting, application services and MPLS-based virtual private networks
(VPNs) for its business customers worldwide.
Additionally, in Australia Cisco has provided 15 major ATM nodes (10 in key regional
centres) which form the core of Primus Telecom’s frame relay network.
Nokia
Nokia is a global company whose key growth areas are wireless and wireline
telecommunications. A pioneer in mobile telephony, Nokia is the world's leading mobile
phone supplier as well as a top supplier of mobile and fixed telecom networks and services.
Nokia also creates solutions and products for fixed and wireless datacommunications.
Multimedia terminals and computer monitors round out its expertise in communications
technology.
In Australia Nokia is Primus Telecom’s DSL network supplier.
Nortel Networks
Nortel Networks is a global leader in telephony, data, wireless and wireline solutions for the
Internet. Nortel Networks is creating a high-performance Internet that is more reliable and
14
faster than ever before. It is redefining the economics and quality of networking and the
Internet through Unified Networks that promise a new era of collaboration, communications
and commerce.
Nortel supplies Primus Telecom with all voice-switch equipment (DMS100 and DMS300) and
all dial-up internet equipment.
4.2 TELECOMMUNICATIONS INTERCONNECT
Primus Telecom has in place a range of interconnect arrangements with major National and
International telecommunications Carriers/ Service Providers. The arrangements facilitate the
seamless delivery of Primus Telecom’s services within Australia and Internationally.
4.2.1
National
Telstra Corporation
As Telstra is the single largest owner of telecommunications infrastructure and provider of
telecommunications and related services in Australia, it was essential for Primus to form very
close ties with Telstra.
Primus Telecom was the first entrant into the local call market following the declaration of
local call originating and terminating access.
Cable & Wireless Optus
Primus has recently contracted with C&W Optus to lease 2 STM 1 Links between Brisbane to
Sydney, 2 STM 1 links between Sydney and Melbourne, 1 Notional STM 1 link (comprising
63 E1’S) between Melbourne and Adelaide and Melbourne to Perth and 250 Regional centre
E1 links.
Vodafone
Vodafone supplies Primus Telecom with GSM termination only.
Others
Direct interconnection also exists locally with smaller carriers including AAPT, One.tel,
RSLComm, MCI Worldcom, Global One, Far East Gateway, PGE and British Telecom.
4.2.2
International
Primus Telecom interconnects with approximately 260 other carriers and carriage service
providers worldwide.
15
Chapter
5
5.
RESEARCH AND DEVELOPMENT
ACTIVITIES
Primus Telecom is committed to undertaking an ongoing software development program in
Australia consistent with its overall business strategy and in response to demonstrated market
needs.
Primus Telecom’s software development groups in Melbourne and Sydney. The businesse's
focus during the 1998-1999 and 1999-2000 reporting period, was to continue developing new
or enhanced software at both operating system level and specific application packages and to
address, for example, the year 2000 issue. The majority of these efforts will continue into the
first 12 months covered by this IDP however Primus Telecom considers the year 2000 issue is
no longer relevant.
Primus anticipates that the operating system will help streamline Primus Telecom’s operations
lower Primus’ costs and therefore enable Primus to offer a better, cheaper service to customers.
In the first 12 months covered by this IDP Primus Telecom will undertake a significant
investment in the development of an operating system that enables enhanced electronic
information exchange between Primus Telecom and other carriage service providers. The
system is aimed at allowing for the management of provisioning of service connection. The
operating system will integrate the processes required by ACIF industry codes in relation to
UCC, Local Number Portability, IPND, Commercial Churn etc.
Primus Telecom has also developed a range of value-add systems. Primus Telecom anticipates
that Call centre systems used by Primus Telecom and corporate customers, fax broadcast,
conferencing and 13/ 18 intelligent network platform will be adopted by Primus globally.
16
Chapter
6
6.
EXPORT DEVELOPMENT PLANS
As a global telecommunications group Primus utilises the good ideas of its subsidiaries on a global
basis. Primus Telecom anticipates that the secure payment/ multi currency clearance platform, web
development platform and Domain Name Registration system currently being developed by Primus
Telecom will be utilised by the other subsidiaries of Primus. Primus Telecom anticipates that these
applications will be operated out of Australia and offered by the various Primus operational arms
worldwide.
Primus Telecom’s domain name registrations system is currently operational.
Once the payment gateways are created Primus Telecom in Australia can allow each Primus entity
worldwide to use the platform.
17
Chapter
7
7.
ENCOURAGING EMPLOYMENT AND
TRAINING ACTIVITIES
Training Activities
One of the key success factors for Primus Telecom in Australia in the last 4 years has been the
businesses contribution to the growth in employment numbers. This growth in employment
has been in line with the business’s strategic vision of expanding in all areas of the business.
In 1998, Primus Telecom employed approximately 300 people in Australia. In 1999 it was
approximately 500 and by March 2001 Primus Telecom employed approximately 800 people.
Primus Telecom anticipates this growth to continue such that by:

July 2002 Primus Telecom will employ 1,000 people;

July 2003 Primus Telecom will employ 1,200 people; and

July 2004 Primus Telecom will employ 1,400 people.
Primus Telecom’s projected future growth and increase in employment numbers in the coming
reporting period depends of course on expected growth in business being achieved..
The telecommunications industry is technologically driven in many areas and is growing fast.
For Primus Telecom, there is a commitment to train and re-train our employees so that they
gain new skills, that are relevant to increasing their abilities to perform and add value to their
service to our customers.
In-house Training
Primus Telecom has put in place a comprehensive in-house training program focussing on the
development and upgrading of the skills and capabilities of the company's employees.
Operatives in the Primus Telecom Customer Service area of Primus Telecom are provided
with a two week induction program prior to commencing employment. Primus Telecom is
currently considering putting its training operatives through a “Train the Trainer” course
operated by Northern TAFE (Vic).
Staff training is afforded high priority by Primus Telecom and the company conducts a range
of training programs and courses.
Primus Telecom has had preliminary discussions with the Telecommunications Industry
Ombudsman to run a pilot training program for Primus Telecom staff directly involved with
customer complaints.
18
Chapter
8
8.
DISABILITIES ISSUES
Primus Telecom recently conducted a review of its equal employment and discrimination
policies. As part of this review Primus Telecom renewed its commitment to the employment
of people with disabilities.
Primus Telecom also recently conducted the review of the provision of TTY equipment to
customers with hearing disabilities. Telstra is currently the USO provider and supplies TTY
equipment in connection with the standard telephone service as a part of it’s universal service
commitment. Primus Telecom contributes to the universal service levy and as such indirectly
pays for the provision of TTY equipment. Therefore Primus Telecom does not supply TTY
equipment to its customers.
Primus Telecom is currently reviewing possibilities for offering Bills in various formats
(including large print and brail) and configuring its website to better accommodate access by
people with disabilities. Primus Telecom anticipates this review to be completed in the first
year of the term of the plan.
19
Chapter
9
9.
SUPPORT FOR GOVERNMENT POLICIES
Primus Telecom is increasing its participation in ACA and ACCC competition initiatives. In
the first 12 months covered by this IDP Primus Telecom hopes to:

Liase with the ACA to better tailor the quarterly and annual performance monitoring key
performance indicators;

Assist the ACA through timely and useful responses to ACA reporting requests;

Assist the ACCC with the preparation of
proceedings;

Increase representation within the TIO, preferably at board level;

Continue its involvement with the Telecommunications Access Forum (TAF) and the
preparation of standard access agreements;

Continue involvement with the Australian Communications Industry Forum (ACIF) and
the preparation of various industry codes and standards;

Host the Primus Telecom annual Telecommunications Deregulation Lunch as a public
forum for industry participants and government representatives to comment on the state of
deregulation in the Telecommunications industry; and

Participate in the provision of telecommunications services to rural Australians,
specifically through the provision of direct access and ADSL.
access pricing papers and arbitration
20