Regional and Rural Presence Plan 2012-2015

anisesecretaryMobile - Wireless

Dec 12, 2013 (3 years and 8 months ago)

179 views



















Telstra’s
Regional and Rural Presence Plan
2012
-
2015

Final























TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
2
/
49


PAGE
2
/
49



PAGE
2
/
49


PAGE
2
/
49






O
VERVIEW

Telstra is a major provider of telecommunications services to Australia’s regional and rural
communities.


Our dedication and commitment
to servin
g 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, i
s 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 Presenc
e Plan 20
12
-
2015 (‘the Plan’)

sets out Telstra’s response
to the Lic
ence Condition
.


2012 onwards will
continue to bring t
remendous 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.
A
ll 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 t
he 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

Regiona
l 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
Telst
ra’s progress in implementing the
P
lan
. As required under
L
icence
C
ondition 32(39),
Telstra will report annually on its progress against the key measures, highlighting milestone
achievemen
ts in the service of our regional, rural and remote
customers
.


Th
e 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 manage
rs and formal Telstra
national
consultative processes
;

and



Performance measures and reporting.



TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
3
/
49


PAGE
3
/
49



PAGE
3
/
49


PAGE
3
/
49





Contents

ABOUT THIS PLAN

6

1.1.

Licence Cond
ition

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

11

3.1.

Launch of 4G services
on Telstra Network

11

3.2.

Improved Next G
®

Service

11

3.3.

ADSL 2+ expansion

11

3.4.

Cloud Computing

11

PARTNERSHIPS TO IMPROVE HEALTH, EDUCATION AND OTHER
SERVICES THROUGH TELSTRA TECHNOLOGY INNOVATIONS

13

4.1.

Fire safety

13

4.2.

Agriculture

13

4.3.

Health (mobile)

13

4.4.

Hea
lth (hospital
-
based)

13

4.5.

NSW Government Schools

14

INVESTMENT IN TELECOMMUNICATIONS SERVICES IN REGIONAL,
RURAL AND REMOTE AUSTRAL
IA SINCE 2009

15

5.1.

Telstra’s backhaul investment in regional areas

15

5.2.

Birdsville’s permanent 3G service

15

5.3.

Arnhem Land fibre project

15

KEY POLICY DEVELOPMENTS

16

6.1.1.

National Broadband Netwo
rk (NBN)

16

6.1.2.

Telstra's Structural Separation Undertaking (SSU) and Migration
Plan


16

6.1.3.

Telecommunications Universal Servic
e Management Agency
(TUSMA) Universal Service Obligation (USO) Reform

16

MANAGEMENT STRUCTURE AND DECISION MAKING

18

7.1.

Licence Cond
ition

18

7.2.

Telstra’s strategy and regional Australia

18

7.3.

Executive accountability

19

7.4.

Chapter summary

19




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
4
/
49


PAGE
4
/
49



PAGE
4
/
49


PAGE
4
/
49




CUSTOMER SERVICE AND SUPPORT

20

8.1.

Licence Condition

20

8.2.

Improving customer service remains a key imperative for Telstra
20

8.3.

Telstra's Customer Service Charter

20

8.4.

Complaint handling

21

8.5.

Services recognising regional, rural and remote needs

22

8.6.

Addressing particular needs of
regional, rural and remote
customers

22

8.6.1.

Services for older Australians

22

8.6.2.

S
ervices for remote Indigenous communities

22

8.6.3.

Low income measures

23

8.6.4.

Telstra disability services

25

8.7.

Serving the dedicated needs of small and medium business

25

8.8.

Retail outlets and customer information

25

8.9.

Customer enquiries an
d service support

26

8.10.

Regulated activities

26

8.10.1.

Customer Service Guarantee (CSG) for standard telephone
services

27

8.10.2.

Network Reliability Framework

27

8.10.3.

Universal Service Obligation

28

8.10.4.

Telstra operated payphones

28

8.10.5.

Priority Assistance for eligible customers

29

8.10.6.

Consumer safeguards and industry
codes

29

8.11.

Natural disasters

30

8.12.

Mobile services commitment

31

8
.13.

Chapter summary

31

COORDINATION AND MANAGEMENT OF ACTIVITIES

33

9.1.

Licence Condition

33

9.2.

Resource management

33

9.3.

Regional, rural and remote telecommunications services

34

9.4.

Broadband servic
es

34

9.5.

Mobile services

34

9.6.

Fixed network and telephone services

35

9.7.

Chapter summary

36

COMMUNITY DEVELOPMENT

37

10.1.

Licence Condition

37

10.2.

Commercial provision of services

37

10.3.

Building stronger, more inclusive communities

37

10.4.

Local sponsorship

37

10.5.

Digital inclusion

38

10.6.

Telstra Foundation

3
8




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
5
/
49


PAGE
5
/
49



PAGE
5
/
49


PAGE
5
/
49




10.7.

Disaster relief

38

10.8.

Chapter summary

39

OPERATIONAL CHANGES AND CONSULATION

40

11.1.

L
icence Condition

40

11.2.

Addressing telecommunications interests

40

11.3.

Consultation processes

40

11.4.

Chapter summary

40

REPORTING

42

12.1.

Licence Condition

42

12.2.

Reporting on the Regional and Rural Presence Plan

42

12.3.

Meeting the Regional and Rural Presence obligation

42

APPENDIX
A
: MEASURES FOR ASSESSING TELSTRA’S PROGRESS IN
IMPLEMENTING THE PLAN

44












TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
6
/
49


PAGE
6
/
49



PAGE
6
/
49


PAGE
6
/
49





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 re
mote
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 re
quires 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 se
tting 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 “Regio
nal 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 lic
ensee’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 licens
ee’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 r
egional, 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




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
7
/
49


PAGE
7
/
49



PAGE
7
/
49


PAGE
7
/
49




(ii) an integra
ted 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 par
ts 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
cons
ultation 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 s
ubclause (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.


Telstra submitted
the

dr
aft Plan to the Minister

for approval on 2
nd

March 2012.



1.2.

Telstra's
a
pproach to

the
Regional

and Rural Presence

Plan

Telstra has developed an agreed comprehensive measurement and reporting framework in
order to assess progress in implementing
t
he
Pl
an.
T
his 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 app
ropriate 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
R
ecommendation (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 op
erate in order to achieve those outcomes.
1


The
Plan

proposes to
draw together references to extensive information on service indicat
ors
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
, Commonw
ealth of Australia, Canberra, p.303.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
8
/
49


PAGE
8
/
49



PAGE
8
/
49


PAGE
8
/
49




1.3.

Structure of the Plan

Consistent with the
2009
P
lan, the
P
lan 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 devel
opment;



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. T
hese 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
develo
pments.


The website references cited in the Plan contain co
mprehensive 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 su
bject to change as the range of products and services
provided by Telstra is contin
ually 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 th
e
characteristics of some of these products.

Telstra undertakes extensive commercial investment and operat
ional 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 cha
nging 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
.
2

Telstra has
provid
ed as much information as is available at the time of drafting and will continue to
communicate any changes via its website.





2

Any references to the time at which this report was written refers to January 2012.





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
9
/
49


PAGE
9
/
49



PAGE
9
/
49


PAGE
9
/
49





TELSTRA'S KEY

REGIONAL
BUSINESS PRIORITIES

2.1.

Im
prov
e

customer s
atisfaction


At

Telstra, customers are at the fore of everything w
e 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
;

implement
ing

measures to redu
ce
bill shock
;

introduc
ing

our new online store and self service portal; announc
ing

plan
s

to open
100 new stores; and introduc
ing

a simple, easy to read bill, to name just a few customer
service initiatives.

These improvements are making a difference. We

h
ave
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
.
3


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 2
010, Telstra launched Project New

with the aim of simplifying our operating business and
making it easier for customers to interact with
us.
In 10/1
1
, 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
10
0
,00
0
weekend appointments have been u
tilised
by our customers
;




Establish
ing

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
h
ttp://www.telstra.com.au/telstra
-
plus/




Launch
ing
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
.






3

Telecommunications Industry Ombudsman Annual Report 2011,
http://www.tio.com.au/__data/assets/pdf_file/0003/28470/TIO_2010
-
11_AR.pdf




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
10
/
4
9


PAGE
10
/
49



PAGE
10
/
49


PAGE
10
/
49




2.3.

Grow our customer base

Telstra pri
des 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
r
etain
ing

and grow
ing

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 eco
nomic 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 app
ointed
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,
brin
ging 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 exp
ertise of our
employees.


Further information can be

found
in Telstra’s 2011 Sustainability Report at

http://telstra.com.au/abouttelstra/download/document/20
11
-
sustainability
-
report.pdf






TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
11
/
49


PAGE
11
/
49



PAGE
11
/
49


PAGE
11
/
49





A
DVANCES IN REGIONAL
T
ELECOMMUNICATIONS SINCE 2009

Telstra has continued to invest across the country, helping serve customers and improve
business performance.

Since 200
9
, more regional
,
rural

and remote
customers are abl
e to
access high
-
speed broadband

and

mobile broadband, gain access to advanced mobile
technology (through the launch of Telstra’s 4G LTE network
)
4

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 l
aunch of Long Term
Evolution (LTE) 4G mobile broadband services in selected regions
(including more than
6
0
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
N
e
xt G
®

network. In the
p
ast 3 years, access to
the
N
e
xt 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 blackspo
ts, to continue to invest in the network and
improv
e

service
availability.


3.3.

ADSL 2+ expansion

During the past 3 years, Telstra has
increased ADSL
2+

coverage from 82.1% to 84.2% of the
Australian
population.
During this time,
711 exchanges have been
upgra
ded 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 s
ide 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 o
ccur 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 in
vestment 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 research
5

shows that Telstra's



4

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/media
-
centre/announcements/telstra
-
lights
-
up
-
4g
-
mobile
-
services
-
in
-
australia.xml


5

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
-
to
-
business
-
big
-
and
-
small.xml




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
12
/
49


PAGE
12
/
49



PAGE
12
/
49


PAGE
12
/
49




in
vestment 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.






TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
13
/
49


PAGE
13
/
49



PAGE
13
/
49


PAGE
13
/
49





PARTNERSHIPS TO IMPROVE HEALTH,

EDUCATION AND OTHER

SERVICES
TH
RO
UGH TELSTRA TECHNOLOGY INNOVATIONS

T
elstra 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 regiona
l
, rural and remote communities
across Australia.
Some examples are provided below
.



4.1.

Fire safety

Telstra has partnered with EYEfi (spatial video serv
ice 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 througho
ut 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
Au
stralia 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 remo
tely 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 ha
ndsets 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 trial
l
ed in the Central
Highlands and Derwent Vall
ey, 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 compr
ise of mobile wireless high definition video cameras and
monitors, which are all linked to the Telstra Next IP
TM

network. Specialists in Melbourne can
be an integral part of patient stabilisation and the treatment process in real time. Specialists
can cont
rol 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 fam
ilies and
friends. The technology allows for easy access to specialist support and helps avoid
unnecessary and costly transfers from regional hospitals.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
14
/
4
9


PAGE
14
/
49



PAGE
14
/
49


PAGE
14
/
49





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 kilometr
es of optic fibre with the
investment creating around 150 jobs
.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
15
/
49


PAGE
15
/
49



PAGE
15
/
49


PAGE
15
/
49





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 ava
ilable 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 a
dditional
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 Tels
tra’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 populatio
n 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 netw
ork 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 A
ustralia'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 Australi
a 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 peop
le has done on Aboriginal land.”
6



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 telecommunication
s

services including telephony, mobile and broadband
services.






6

Source: ‘Traditional owner pleased with consultation’, 10 December 2008,
http://wn.com/TelstraTraditional_owner_pleased_with_consultation





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
16
/
49


PAGE
16
/
49



PAGE
16
/
49


PAGE
16
/
49





KEY POLICY DEVELOPMENTS



A range of key policy developments will affect the structure of regional telecommunication
s 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 populatio
n 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, t
hese agreements rem
ain subject
to the achievement of several conditions precedent, including acceptance by the ACCC of
Telstra’s Structural Separation Undertaking (SSU).
7


As part of this agreement, Telstra has agreed to disconnect, progressively, copper
-
based
Customer Acce
ss 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 s
tructurally 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 set
s

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
P
lan are available
at
http://www.telstra.com.au/abouttelstra/download/docum
ent/tls815
-
telstras
-
revised
-
structural
-
separation
-
undertaking.pdf

6.1.3.

T
elecommunications Universal Service Management Agency (TUSMA)
U
niversal
S
ervice 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 writi
ng, 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 c
opper lines (subject to some
limited
exceptions). Once an area is disconnected from the copper exchange as part of the NBN



7

Telstra’s Struc
tural

Separation Undertaking was accepted by the ACCC on 28 February 2012




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
17
/
49


PAGE
17
/
49



PAGE
17
/
49


PAGE
17
/
49




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
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 co
ntract 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 a
n

STS
f
or any consumer w
ho wishes to continue with the service and to ensure
that the copper network is sufficiently maintained.


As part of the arrangements,
T
elstra will also
maintain responsibility f
or
:



ensur
ing

that payphone
s

are reasonably accessible to all people in Austr
alia on an
equitable basis, regardless of where they reside or carry on business
;



the ongoing delivery of emergency call handl
ing
;
and



ensuring

the existence of

appropriate safety net arrangements that will assist the
migration of voice only customers to

a
n

NBN fibre service
while
copper is
decommissioned.






TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
18
/
4
9


PAGE
18
/
49



PAGE
18
/
49


PAGE
18
/
49





M
ANAGEMENT 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 ser
vice 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 repr
esented 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 cus
tomer 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 custome
r 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
;

a
nd



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



TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
19
/
49


PAGE
19
/
49



PAGE
19
/
49


PAGE
19
/
49




Telstra is undertaking will continue to be reported in Telstra’s annual report and th
rough 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 de
cisions 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 Direct
or 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 identif
ied 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 researc
h 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
b
enefit 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 f
or 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 telecommun
ications 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



T
elstra 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 prescriptiv
e 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
c
onfidence 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 r
elated 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 leve
l accountability for representing the
telecommunications service interests of its regional, rural and remote customers at
senior levels within the company.





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
20
/
49


PAGE
20
/
49



PAGE
20
/
49


PAGE
20
/
49





CUSTOMER SERVICE

AND SUPPORT

8.1.

Licence Condition

32. (19) The Minister must consider the extent to wh
ich 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 compla
ints 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 remai
ns 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 contin
ue 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 syste
ms,
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:



A
ppointment of a Chief Customer Officer;



P
lans to introduce shaping on
domestic mobile data usage to help customers avoid
unexpectedly high bills;



S
ummaries (known as “My Offer Summary”)


for each of our consumer plans which capture
the key information on a single page in simple, plain English;



O
ur line
-
up of educational ho
w
-
to videos on Telstra’s YouTube
®

KnowHow channel
covering things like the new mobile bill explainer and international roaming;



P
roviding access to sales and support from Telstra 24 hours a day, 7 days a week

for
selected products and services
;



M
aking cal
ls 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




M
aking technicians available Saturday and Sunday between 7am and 7pm for
appointments for selected produ
cts/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

T
elstra’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 Char
ter online at
http://www.telstra.com.au/abouttelstra/commitments/charter/index.htm






TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
21
/
49


PAGE
21
/
49



PAGE
21
/
49


PAGE
21
/
49




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 qu
ickly 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 fur
ther, 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 w
ith updates of
our progress so that
customer
s
are aware of what i
s happening with th
e

complaint;



We aim to resolve complaint
s

within twenty business days of

the customer

raising
a
complaint
.


Telstra will continue to maintain a formal complaint management process available to all
customers throughou
t 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 th
e 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:



Onli
ne
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".
A
lternatively
,
Business customers can

contact
their

Ac
count 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 ar
ea. The
man
a
ger

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 le
vels by issue and level of

complain
t
s

for all carriers.
As indicated earlier, Telstra’s
complaints fell in FY 10/11

and Telstra remains committed to further
improvements
.
8

Numbers



8

h
ttp://exchange.telstra.com.au/?p=5242




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
22
/
4
9


PAGE
22
/
49



PAGE
22
/
49


PAGE
22
/
49




for the TIO are advertised in the front information section of the White Pa
ges, Business and
Government
directory. The TIO website is
http://www.tio.com.au/
.


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 s
tructure 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 se
rvices 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 custo
mers

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 Indigenou
s 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 teach
ing

guides, fun interactive workshops, and also
o
ffers 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/telstr
a
-
seniors/what
-
is
-
it/


8.6.2.

S
ervices 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 an
d 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 com
munities 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 conju
nction with the Centre for Appropriate Technology
(based in Alice Springs) for conditions found in remote Australia. Community Phones are card
-
only, housed in stainless steel casing and very robust. Telstra initially deployed 20 of these
units on a pilot b
asis. 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



TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
23
/
49


PAGE
23
/
49



PAGE
23
/
49


PAGE
23
/
49




Government through the Department of Broadband, Communications and the Digital Econom
y
as of December 2011.


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 Ph
ones 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
Dev
elopment 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 technolo
gies 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
1
0
.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 long
-
standing
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 Act
ion 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 opport
unities 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 exten
sion 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 o
f
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 i
s 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 fo
und online at

http://www.telstra.com.au/abouttelstra/sustainability/reports
-
and
-
downloads/


People on low incomes in regional, rural and remote areas can seek assis
tance from the
Telstra Access for Everyone telecommunications package. The package currently comprises:





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
24
/
49


PAGE
24
/
49



PAGE
24
/
49


PAGE
24
/
49






HomeLine
®

Budget phone plan which offers a lower monthly rental charge but
higher than standard call costs for people who make few calls
;



Telstra Pensi
oner 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 wo
rking 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 pay
ment 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 c
ards 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 Ser
vice; 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
mo
st 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. Te
lstra 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 m
arketing. It conducts
research on the effectiveness of the programs, awareness and take
-
up. It has found that ‘word
-



TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
25
/
49


PAGE
25
/
49



PAGE
25
/
49


PAGE
25
/
49




of
-
mouth’ is the best way of increasing awareness. Telstra is always appreciative of local
community agency efforts and, where possible, wil
l respond to requests for presentations
through Telstra Country Wide
®

or Telstra Consumer Affairs.


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.

Telstr
a
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 inform
ation is available online at
http://www.telstra.com.au/abouttelstra/commitments/disability
-
services/.

Telstra maintains a Disability Equipment Program that provides speci
alised 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/disability
-
services/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 impairmen
t; 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 multi
-
purpose 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/.


Unde
r

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 produc
ts 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 incl
ude 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 informat
ion

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 continue
s 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.



TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
26
/
4
9


PAGE
26
/
49



PAGE
26
/
49


PAGE
26
/
49




The website of the Telstra online shop can be found at
https://onlineshop.telstra.com.au/
.
The
locations of Telstr
a shops can be found at
http://www.telstra.com.au/shoplocator/
.


Telstra is also investing in Business
C
entres.
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 provid
e sales and
service information to its regional, rural and remote
customers. Telstra carries out a wide range of activities to inform customers about its
pro
ducts.


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 cu
stomers 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 informa
tion 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 t
o this number are answered by
staff with specialist knowledge about products specifically designed for remote circumstances
.

In recent times, T
elstra has enhanced its digital presence, and customers can now contact
Telstra directly through
our website
,
or
t
hrough 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 r
egular 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 regio
nal, rural and remote custome
rs. An example of this is the Blue Tick
which identif
ie
s mobi
le

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 mech
anisms

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



TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
27
/
49


PAGE
27
/
49



PAGE
27
/
49


PAGE
27
/
49




regulatory obligations relating to delivery of services and service levels for customers in
reg
ional, rural and remote areas
, as required.



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 p
roviders,
including Telstra, must adhere
to
in relation to the provision and repair of standard telephone
services and appointments associated with these activities. The
C
SG 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 telepho
ne 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. Th
e 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 expo
ses 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 Framew
ork

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 whe
re certain thresholds for
recurring faults are exceeded.


Telstra implemented the NRF on 1 January 2003, following an amendment to its Carrier
Licence Conditions, which require
s

Telstra to provide data to ACMA on the performance of its
Customer Access Net
work at three different levels:




Level 1


Geographical Area Level




Level 2

Cable Run Level




Level 3


Individual Service Level





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
28
/
49


PAGE
28
/
49



PAGE
28
/
49


PAGE
28
/
49




At the time of writing, the
Customer Access Network connects customer telephones to local
telephone exchanges, generally usin
g copper cables. Other technologies, such as radio and
satellite, may also be used, especially in rural and remote areas.


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 oth
er 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 availab
le online at
http://www.telstra.com.au/abouttelstra/commitments/customer
-
service
-
network
-
reports/network
-
reliability/

and includes netwo
rk 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 payph
ones 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 enquir
ies and applications
;



Siti
ng criteria for public payphones;



Considerations when siting a payphone
;




Payphones with TTY
;



Removal criteria
;

and



Locat
ing
a public payphone, including those with SMS capability and other features.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
29
/
49


PAGE
29
/
49



PAGE
29
/
49


PAGE
29
/
49




Telstra also reports to
the
AC
MA on the performance of Telstra
-
operated payphones. This
information is published by ACMA

in its t
elecommunications Performance Data, available
online on the ACMA website
http://www.acma.gov.au
.


A range of new payphon
e regulations were introduced by the
G
overnment 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 th
e 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 locati
on 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
Ca
rrier 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 diagnose
d 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 l
ist 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 re
ports 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
pub
lished 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 reg
ulation, 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; cha
rging
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
compl
iant

with
all codes.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
30
/
4
9


PAGE
30
/
49



PAGE
30
/
49


PAGE
30
/
49






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.


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
minim
ise 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 op
erational.


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 netwo
rk 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:




A
llocating an emergency service liaison officer (ESLO) either at State/Territory


or
Regional emergency control centres where appropriate
;




P
roviding equipment, infr
astructure and services

such as priority phone connections
and high speed broadband data


at


emergency control centres
;




P
roviding emergency control centres with handheld iridium satellite phones to ensure
communications in all circumstances
;



O
ptimising n
etwork 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
;



P
roviding mobile phones to emergency services personnel and local organisations
involved in the response and recovery phase of a disaster
; and



D
eployment of emergency network equipment such as portable telephone exchanges
and mobile phone base stations to r
apidly 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 call
s 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
;




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
31
/
49


PAGE
31
/
49



PAGE
31
/
49


PAGE
31
/
49




• Free cancellation and reconnection o
f Telstra fixed
-
lines and BigPond internet
services
;

• 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/


T
he current Telstra Mobile Service Commitment outlines Telstra’s undertaking to satisfy
customer service requests
.

It outlines Telstra’s commitme
nt 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/commitment
s/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
htt
p://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 det
ails.




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.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
32
/
49


PAGE
32
/
49



PAGE
32
/
49


PAGE
32
/
49







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 regiona
l, 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 obligatio
ns
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
coordinat
ion and management of activities.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
33
/
49


PAGE
33
/
49



PAGE
33
/
49


PAGE
33
/
49





C
OORDINATION 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
s
ervice 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
complem
ents 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 manageme
nt 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 telecommunica
tions 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 invest
ment
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
product
s 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, Telst
ra 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 p
rograms.


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
in
terests 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
acc
ess to appropriate products and services.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
34
/
4
9


PAGE
34
/
49



PAGE
34
/
49


PAGE
34
/
49






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 nation
al 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, ru
ral 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 inter
net, 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 off
ers 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 serv
ice 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
servi
ces 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 servic
es via its copper
network
, where practicable
.

At the time of writing,
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 indi
cative information online on likely mobile coverage across
Australia at
http://www.telstra.com.au/mobile/networks/coverage/index.html
.





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
35
/
49


PAGE
35
/
49



PAGE
35
/
49


PAGE
35
/
49




As noted elsewhere in this Plan, Telstra pu
blishes 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/commit
ments/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/netw
orks/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 cove
red 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 Gover
nment'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 l
evels 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. Infrastructu
re 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 f
or
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 respo
nse to changes in customer demand and the
technology through which services are

to
be delivered.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
36
/
49


PAGE
36
/
49



PAGE
36
/
49


PAGE
36
/
49




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.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
37
/
49


PAGE
37
/
49



PAGE
37
/
49


PAGE
37
/
49





C
OMMUNITY DEVELOPMENT


10.1.

Licence Condition

32. (19) The Minister m
ust 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.

C
ommercial 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 busi
ness services, and can contribute to economic growth.


We continue t
o 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 sour
ce 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
performan
ce 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 non
-
profit organisations to help address some of the key challenges facin
g Australia. Our social
investment comprises our digital inclusion programs; the Telstra Foundation, local
sponsorships and disaster relief.

10.4.

Local sponsorship


T
elstra 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 D
iscovery, 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
involvemen
t 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 busin
ess objectives can be
met in each target market.






TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
38
/
4
9


PAGE
38
/
49



PAGE
38
/
49


PAGE
38
/
49




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 includ
ing 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 fina
ncial 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 F
oundation 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 peo
ple 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 f
ocus 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 childre
n 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
p
rovides training and support for community leaders and ed
ucators, 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 cyber
-
bullying.

Parents involved in the project had access to a range of resources including
a purpose
-
built website,
www.c
yberfriendly.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 yo
ung 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 communit
ies 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 disa
sters,
destroying the homes and impacting the
livelihoods of many Australians.

In times of natural disaster,

typically
our technicians are



TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
39
/
49


PAGE
39
/
49



PAGE
39
/
49


PAGE
39
/
49




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
cu
stomers.


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.


I
n FY1
0
/
11
, Telstra's
commitment

to disas
ter relief
assistance
amounted to
approximately
$1.
6

million
. This amount relates to
various kinds of
support provided to both consumer

customers

and businesses
t
hat
were

impacted by natural disasters
and does not

in
clude the cost of
network remediation necessary to restore services.



Further details on Telstra's commitment

are available at

http://www.telstra.com.au/abouttelstra/Su
stainability/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 supp
ort 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
an
d digital inclusion
.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
40
/
49


PAGE
40
/
49



PAGE
40
/
49


PAGE
40
/
49





O
PERATIONAL 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 relat
ion 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 a
nd 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 web
site
(
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 consult
ation 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 natio
nal 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 g
roups 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 continu
e 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 operat
e. 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 understand
ing 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 representati
ves of consumers from regional, rural
and remote Australia.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
41
/
49


PAGE
41
/
49



PAGE
41
/
49


PAGE
41
/
49






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 materiall
y affect the interests of a
community, Telstra will undertake consultation on the implementation of its decision
with appropriate community leaders.





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
42
/
4
9


PAGE
42
/
49



PAGE
42
/
49


PAGE
42
/
49





R
EPORTING

12.1.

Licence Condition

32. (19) The Minister must consider the extent to which the draft plan address
es 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 prov
ide 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 developme
nt.



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 compl
iance reporting framework against which it report
s to
the Minister and to ACMA.


Th
is 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 need
s
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 c
ustomers in regional, rural and remote Australia about the quality and delivery of
Telstra’s base services.


A key reference is the
Teleco
mmunications Performance Data

compiled by ACMA on a
quarterly basis.
T
his monitors service quality standards for stan
dard 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 r
emote sub
-
categories.




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015

FINAL

PLAN



PAGE
43
/
49


PAGE
43
/
49



PAGE
43
/
49


PAGE
43
/
49






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 wi
th 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.

Se
e 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/service
-
performance/

also provides quarterly information on Telstra’s per
formance 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, ava
ilability, 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 Pres
ence 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.














™ Trade mark of Telstra Corporation Limited

® Registered trade mark of Telstra Corporation Limited





TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015
FINAL

FOR CONSULTATION


PAGE
44
/
49


PAGE
44
/
49


APPENDIX
A
: MEASURES FOR ASSESSING TELSTRA’S PROGRESS IN IMPLEMENTING THE PLAN


MATTERS FOR
CONSIDERATION
(subclause (19))

PROPOSED COMMITMENTS

PROPOSED MEA
SURE

POSSIBLE EVIDENCE TO BE MADE AVAILABLE

(
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.

1.

Telstra will continue to maintain a
local presence in regional, rural and
remote Australia to the extent that
this is broadly compat
ible 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
r
emote 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
re
sponsible 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 un
due 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 an
d 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
operation
s? 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 managem
ent 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 undertak
en to seek the
views of Telstra’s regional, rural and remote
customersK



bvidence of senior l敶el 慣countability for
representationI inclu摩n机

EaF lr条nisation慬 structureK

EbF oole description of relevant mana来rsK

EcF bxamples of processes for identifyi
n朠how
re杩onalI rural and remote issues are addressed in
the mana来ment structure and decisi潮 ma歩ng
and the resultant outcomesK

(
Telstra’s Regional and Rural Presence
Plan 2012
-
2015
FINAL

(continued)




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015 DRAFT FOR CONSU
LTATI
ON




PAGE
45
/
49



PAGE
45
/
49


PAGE
45
/
49


MATTERS FOR
CONSIDERATION
(subclause (19))

PROPOSED COMMITMENTS

PROPOSED MEA
SURE

POSSIBLE EVIDENCE TO BE MADE AVAILABLE

views of its regional, rural and
remo
te 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.


customers for the purpose of
addressing the
telecommunications service
interests of its customers?
Yes/No

7.

Did Telstra maintain senior level
accountability for representing
the telecommu
nications service
interests of its regional, rural and
remote customers at senior
levels within the company?
Yes/No

(d) Examples of measures undertaken to
represent and address the telecommunications
service interests of regional, rural and
remote
customers and potential customers.


(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
lic
ensee’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 compla
int 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 acces
s 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 ser
vices is outside the scope of
1.

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

2.

Did Telstra provide its customers
in regional, rural and remote
areas with access to sales and
service support? Yes/No

3.

Did Telstra o
ffer products and
services designed to meet the
needs of its customers in
regional, rural and remote
Australia? Yes/No

4.

(a) Did Telstra offer tailored
products and services for its
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
autho
rities 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 office
s 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.

(
Telstra’s Regional and Rural Presence
Plan 2012
-
2015
FINAL

(continued)




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015 DRAFT FOR CONSU
LTATI
ON




PAGE
46
/
49



PAGE
46
/
49


PAGE
46
/
49


MATTERS FOR
CONSIDERATION
(subclause (19))

PROPOSED COMMITMENTS

PROPOSED MEA
SURE

POSSIBLE EVIDENCE TO BE MADE AVAILABLE

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
regional, rural and remote
customers with particular
communication needs, in
cluding
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

5.

Did Telstra undertake activities
designed t
o address the
telecommunications needs of
small business customers in
regional, rural and remote
Australia? Yes/No

6.

Did Telstra provide service
information to its regional, rural
and remote customers? Yes/No

7.

Did Telstra undertake

sales and
marketing activit
ies to inform its
regional, rural and remote
customers of its products and
services? Yes/No

8.

Did Telstra have mechanisms in
place to take on board customer
feedback, including feedback
from its regional, rural and
remote customers? Yes/No

4.

Evidence of tailored products and services Telstr
a
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 Ind
igenous 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.

Evi
dence 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 inf
orm 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 rem
ote 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.

(
Telstra’s Regional and Rural Presence
Plan 2012
-
2015
FINAL

(continued)




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015 DRAFT FOR CONSU
LTATI
ON




PAGE
47
/
49



PAGE
47
/
4
9


PAGE
47
/
49


MATTERS FOR
CONSIDERATION
(subclause (19))

PROPOSED COMMITMENTS

PROPOSED MEA
SURE

POSSIBLE EVIDENCE TO BE MADE AVAILABLE

board customer feedback, inc
luding
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 it
s 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 s
teps 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.


(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 r
emote
parts of Australia; and

(ii) an integrated approach
1.

Telstra will maintain senior level
accountability for the coordination
and managem
ent 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 integra
ted 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
intere
sts 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 coordinat
ion 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 repai
rs.

2.

Evidence of the range of telecommunications
services offered to Telstra’s customers in regional,
rural and remote Australia, including information
(
Telstra’s Regional and Rural Presence
Plan 2012
-
2015
FINAL

(continued)




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015 DRAFT FOR CONSU
LTATI
ON




PAGE
48
/
49



PAGE
48
/
49


PAGE
48
/
49


MATTERS FOR
CONSIDERATION
(subclause (19))

PROPOSED COMMITMENTS

PROPOSED MEA
SURE

POSSIBLE EVIDENCE TO BE MADE AVAILABLE

to telecommunications
service connection,
maintenance and repairs
in regional, rural and
remote parts of Australia.

Australia.

2.

Telstra will continue to offer a range
of telecommunications services to its
customers in regional, rural and
remote Australia
.



connection, maintenance and
repairs in regional, rural and
remote parts of Australia?
Yes/No

2.

Did Telstra offer a range of
tel
ecommunications services to
its customers in regional, rural
and remote Australia? Yes/No

on available services.

(d) support by the licensee
through its service activities
for broader community
development in regional, rural
and remote parts of Australia.

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.

Did Telstra contribute to
community and regional
development through the
commercia
l provision of
telecommunications products
and services? Yes/No

2.

Did Telstra undertake local
marketing and community
support activities? Yes/No

3.

Did Telstra provide information
on its local marketing and
community support activities?
Yes/No

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.

(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 th
e local presence
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.

Did Telstr
a consult with
representatives of consumers at
a national and local level?
Yes/No

2.

Did Telstra engage with
representatives of consumers
from regional, rural and remote
Australia? Yes/No

3.

Did Telstra’s local managers
1.

Evidence of consultation with consumer
representative
s, 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, r
ural and remote
Australia.

(
Telstra’s Regional and Rural Presence
Plan 2012
-
2015
FINAL

(continued)




TELSTRA CORPORATION
LIMITED (ABN 33 051
775 556) | PRINTED
12/12/13

FINAL |
TELSTRA |
REGIONAL AND RURAL P
RSENCE PLAN 2012
-
2015 DRAFT FOR CONSU
LTATI
ON




PAGE
49
/
49



PAGE
49
/
49


PAGE
49
/
49


MATTERS FOR
CONSIDERATION
(subclause (19))

PROPOSED COMMITMENTS

PROPOSED MEA
SURE

POSSIBLE EVIDENCE TO BE MADE AVAILABLE

plan and the consultation and
other related processes that
the licensee proposes to
follow in relation to any such
changes.

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

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.

(f)
the licensee’s measures
for reporting on its
pe
rformance in relation to the
local presence plan and the
local presence obligation
mentioned in subclause (1).

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 Rura
l
Presence Obligation and Plan


the
Regional and Rural Presence
Annual
Review r
eport.

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.

The Regional and Rural Presence Performance
Report as outlined in this framework.