Better reporting on Telstra delivery of voice services

Proposed amendments to Telstra’s carrier licence conditions would require Telstra to improve its reporting of its delivery of voice services in regional and remote areas, where it continues to operate its own fixed line infrastructure. This would give the community greater information about how Telstra is performing.

Under the new conditions, set out in the attached consultation draft, Telstra would be required to report publicly every quarter on its performance at the local exchange level against key indicators, as well as provide even greater details to the Department and the Australian Communications and Media Authority.

The reporting would cover service availability, connection timeframes, faults and outages, repair timeframes, appointment timeframes, complaints and customer contact handling.

As well as data going forward, historical data from January 2019 onwards would also be back-captured to enable comparison over time.

Relevant Documentation

Published 8th Oct 2021

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Submissions

Please email your submission to USG@infrastructure.gov.au or send it to:

Universal Service Guarantee Taskforce

Department of Infrastructure, Transport, Regional Development and Communications

GPO Box 594

Canberra ACT 2601

Following this consultation, the Minister for Communications, Urban Infrastructure, Cities and the Arts, the Hon Paul Fletcher MP, made the licence conditions with some adjustments in light of the submissions received.

The new licence conditions, with the explanatory statement, are available from the Federal Register of Legislation webpage.

Other information on the new licence conditions and the Universal Service Obligation for telephony is available on the Universal Service Obligation webpage. Information on the broader Universal Service Guarantee can be found on the Universal Service Guarantee for telecommunications webpage.