IMPROVED ARRANGEMENTS TO CONNECT THE PHONE

1 June 2004
70/04

Getting the phone connected in a new home has become easier, according to a report detailing measures taken by Telstra to streamline the process for new service connections.

The revised arrangements for new phone connections have been adopted by Telstra in line with recommendation 2.5 of the Regional Telecommunications Inquiry (RTI).

The RTI noted that Telstra's compliance in meeting timeframes set under the Customer Service Guarantee (CSG) was high and had shown consistent improvement.

But it found there were some problems in relation to the coordination of new service connections, resulting in unnecessary delays.

Telstra's report, Improving co-ordination of new service connections involving contractors, details measures taken by the company in line with the RTI's recommendation and forms part of the Australian Government's comprehensive response to the inquiry.

The revised arrangements include:

• improved communication with contractors;

• improved customer information on the requirements for new service connections;

• expanded accountability and scope of contractor work undertaken for customers;

• new contractor performance monitoring arrangements; and

• process re-engineering and automation.

A copy of the report is available from the Publications link on the Telecommunications home page at www.dcita.gov.au


Media Contact: Mat Stafford (02) 6277 7480 or 0417 682 578