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Telstras Universal Service Obligation - Standard Marketing Plan

By Julie Morgan,2014-11-25 19:49
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Telstras Universal Service Obligation - Standard Marketing Plan

    TELSTRA'S

    Universal Service Obligation

    STANDARD MARKETING PLAN

    A plan that sets out the equipment, goods or services that Telstra will supply in fulfilment of the Universal Service Obligation throughout Australia

    Approved by the Australian Communications Authority

    30 October 2001. The Australian Communications Authority approved a

    variation of this plan, incorporating Telstra‟s Priority Assistance for Individuals policy, with effect from 16 September 2002. A further variation

    incorporating various updates was approved by the Australian Communications Authority 29 June 2005. The Australian Communications and Media Authority approved a variation of this plan, incorporating a variation to Telstra‟s Priority Assistance for Individuals policy with effect

    from 24 November 2005

     Telstra‟s Universal Service Obligation Standard Marketing Plan

    1 INTRODUCTION ............................................................................................................................ 3 1.1 UNIVERSAL SERVICE OBLIGATION ..................................................................................................... 3 1.2 DIGITAL DATA SERVICE OBLIGATION ................................................................................................ 3

     2. THE STANDARD TELEPHONE SERVICE IN AUSTRALIA ............................................... 5

    2.1 THE SERVICE ...................................................................................................................................... 5 2.2 THE NETWORK .................................................................................................................................... 7 2.3 THE EQUIPMENT ................................................................................................................................. 7 2.4 TIME FOR SUPPLY ............................................................................................................................... 8 2.5 TIME TO REPAIR FAULTS ...................................................................................................................11 2.6 INTERIM SERVICE AND ALTERNATIVE SERVICE ARRANGEMENTS ......................................................13 2.7 PRIORITY ASSISTANCE FOR INDIVIDUALS .........................................................................................17 2.8 PEOPLE WITH A DISABILITY ..............................................................................................................18 2.9 REMOTE INDIGENOUS COMMUNITIES ................................................................................................24 2.10 SERVICE QUALITY AND PERFORMANCE.............................................................................................26

     3. THE PAYPHONE SERVICE IN AUSTRALIA .........................................................................27

    3.1 OVERVIEW .........................................................................................................................................27 3.2 THE SERVICE .....................................................................................................................................27 3.3 THE NETWORK ...................................................................................................................................28 3.4 THE EQUIPMENT ................................................................................................................................28 3.5 PAYPHONE ENQUIRIES, APPLICATIONS AND COMMUNITY CONSULTATION .......................................30 3.6 TIME FOR SUPPLY ..............................................................................................................................30 3.7 TIME TO REPAIR FAULTS ...................................................................................................................36 3.8 CRITERIA FOR THE PROVISION OF TELSTRA OPERATED PAYPHONES ................................................36 4. CONTACTING TELSTRA ..............................................................................................................42 4.1 GENERAL SERVICE CONTACT NUMBERS ............................................................................................42 4.2 CONTACTS FOR PEOPLE FROM NON-ENGLISH SPEAKING BACKGROUNDS ........................................42 4.3 RESOLUTION OF CUSTOMER COMPLAINTS .........................................................................................42 5. GLOSSARY OF TERMS .................................................................................................................44 APPENDIX: ............................... PRIORITY ASSISTANCE FOR INDIVIDUALS POLICY

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     Telstra‟s Universal Service Obligation Standard Marketing Plan

1 Introduction

    1.1 Universal Service Obligation

    As the primary universal service provider, Telstra must ensure that all people in Australia have reasonable access to standard telephone services and payphones. The supply of standard telephone services includes consumers having access to an efficient and reliable telephone service, good voice reception and responsive fault repair.

    Telstra will be taken to have fulfilled its universal service obligation to persons under the Act by supplying and maintaining the first standard telephone service to another person (the customer) at each particular place of residence or place of business, if that standard 1telephone service is reasonably accessible to persons other than the customer reasonably

    requiring the use of that service in that property or place.

    This plan describes the standard telephone service and payphone service that Telstra will supply throughout Australia in fulfilment of the universal service obligation.

    Customers should also refer to Telstra‟s universal service obligation Policy Statement for a general statement of the policy Telstra will apply in supplying equipment, goods or services as the primary universal service provider.

    Customers can obtain more information about the universal service obligation from the following sources:

Online or by hard copy upon request

Promotion and advertising via Telstra‟s web site (http://www.telstra.com) and in

    print.

    This plan can also be made available in Braille and in languages other than English upon request, by writing to:

Group Manager

    Consumer & Compliance

    Telstra Regulatory

    Level 39

    242 Exhibition St

    Melbourne Victoria 3000

or by contacting the Disability Enquiry Hotline on FREECALL 1800 068 424* (Voice calls)

    or FREECALL 1800 808 981* (TTY calls).

1.2 Digital Data Service Obligation

    Telstra is a carrier declared by the Government to fulfil the digital data service obligation throughout Australia. The digital data service obligation is the obligation to ensure that either:

(i) general digital data services; or

     1 A description of “reasonable access” in relation to supply of the standard telephone service con be found in section 2 of Telstra’s Universal Service Obligation Policy Statement

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     Telstra‟s Universal Service Obligation Standard Marketing Plan

(ii) special digital data services;

    are reasonably accessible to all people in Australia on an equitable basis, no matter where they live or conduct business.

    Customers who require further information on the services that Telstra provides in fulfilment of this obligation should refer to:

Telstra‟s Digital Data Service Plan for General Digital Data Service Areas; and

     Telstra‟s Digital Data Service Plan for Special Digital Data Service Areas.

    Both Plans can be accessed on the Telstra web site or hard copies can be supplied upon request by writing to:

Group Manager

    Consumer & Compliance

    Telstra Regulatory

    Level 39

    242 Exhibition St

    Melbourne Victoria 3000

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     Telstra‟s Universal Service Obligation Standard Marketing Plan

    2. The Standard Telephone Service In Australia

2.1 The Service

    The standard telephone service provides for voice telephony or an equivalent service to meet the requirements of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and the Disability Discrimination Act 1992.

    The provision of a standard telephone service from Telstra includes a connection from Telstra's local telephone exchange to the network boundary in a building on the customer's premises. This includes the lead in cable and any associated equipment such as the conduit between Telstra's network in the street and the network boundary at the customer's premises. Where a service connection requires a new lead in cable to be provided, any trenching necessary between the point that the lead in cable enters the customer's property and the point that the lead in cable enters the building, will be the responsibility of the customer. The customer may chose to dig the trench themselves, use a contractor of their choice or use a contractor recommended by Telstra. Telstra is able to provide advice on where the trench should be located. Under normal operating conditions a standard telephone service provided by Telstra includes:

the full maintenance of the service up to the network boundary;

     connection from the network boundary to the local Telstra telephone exchange;

     access to the PSTN being part of the multi-carrier national integrated telephone

    network;

     the ability to make and receive automated national and international voice grade

    telephone calls 24 hours-per-day;

     24 hours-per-day access to an emergency number, which gives the customer

    access to emergency services free of charge;

     24 hours-per-day access to operator assistance for directory assistance, national

    and international call connection and reporting of service difficulties;

     a unique telephone number, allocated in accordance with the Telecommunications

    Numbering Plan 1997 and an appropriate directory listing, except where the

    customer requests otherwise, for that number;

     a level of privacy and security to enable users to conduct business and personal

    communications with confidence;

monthly billing where requested by the customer;

     itemised billing for all calls (itemised billing for local calls is available on request

    and attracts a fee);

     where technically feasible, calling number display, for use by the called party,

    transmitted at the discretion of the calling party; and

     a voice grade service which enables the user to establish a telephony connection

    to another party anywhere on the multi-carrier national integrated telephone

    network and conduct clear communication within the following performance

    objectives:

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     Telstra‟s Universal Service Obligation Standard Marketing Plan

    ; the ability to originate or terminate calls (indicated by the presence of dial tone)

    99 per cent of the time over a continuous 12 calendar month period. This is a

    network performance measure, which applies to the connection from the

    network boundary to the local Telstra telephone exchange, and excludes

    customer premises equipment;

    ; successful switching at the first attempt to the required number of more than

    95% of non-international calls through each local exchange during the Day

    period, over any three calendar months. Calls included are those where the

    dial tone is present at the initiation of each call and a valid telephone number

    is dialled. Successfully switching occurs when the calling customer receives a

    network response indicating the called party‟s service is answered, busy or

    ringing;

    ; an insertion loss of not greater than 7 dB measured between 600 ohms at a

    frequency of 820 Hertz between the customer side of the network boundary

    and the customer‟s local telephone exchange equipment; and

    ; a continuous random noise power of not greater than -55 dBmP measured at

    the customer side of the network boundary.

    The conditions, charges and specifications for the standard telephone service normally supplied by Telstra are outlined in the General Conditions and the Public Switched Telephone Service section of Our Customer Terms, available at:

    http://www.telstra.com.au/customerterms. A summary of this agreement is made

    available to all Telstra customers.

    Note that the above reference to the standard telephone service having calling number display functionality does not mean the basic rental handset [TS1000S] offered by Telstra has calling number display functionality. To use calling number display, customers will need to subscribe to the service and obtain special equipment.

    Subject to the detailed provisions contained in this plan, there are a number of principles relating to the provision of a standard telephone service. For example, Telstra will:

     consider and respond to all requests from any person in Australia for a standard

    telephone service;

     make all reasonable efforts to meet each request for a standard telephone service

    from any person in Australia on an equitable basis, no matter where they live or

    conduct business, on the date the customer requires it to be connected;

     provide Priority Customers (customers who satisfy the eligibility criteria in relation

    to a diagnosed life-threatening medical condition, as set out in Section 3 of

    Telstra‟s Priority Assistance for Individuals Policy) with the highest level of service

    practicably available at the time on:

    ; the supply of the first standard telephone service (where no other standard

    telephone services exist); and

    ; the fault repair of a nominated standard telephone service (where all the

    Priority Customer‟s services are inoperative);

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     Telstra‟s Universal Service Obligation Standard Marketing Plan

     reasonably endeavour to consult on the provision of the standard telephone

    service to people with disabilities and those people in remote areas including

    Remote Indigenous communities;

     reasonably endeavour to plan for future changes in demand for standard telephone

    services which may result from influences such as population changes; and

     offer customers an interim service, or in some circumstances, a choice between an

    interim service and an alternative service, where an extensive delay is envisaged

    in supplying a first standard telephone service or repairing a fault on one

    inoperative standard telephone service.

2.2 The Network

    The standard telephone service is provided by a network of optical fibre, coaxial cable, copper wire pairs, radio, satellite and other means of transmitting voice signals.

    Telstra has developed and operates a local, national and international telecommunications service that covers the entire Australian continent and population. The network includes more than 5,000 local telephone exchanges serving 10.2 million users handling on average 36 million calls a day.

    Telstra‟s cable network consists primarily of underground cable with some above ground cables in areas where it is difficult to install cables underground. The rural and remote network (generally defined as those areas that are outside Australia's metropolitan and regional cities or major country towns) is a combination of the Telstra terrestrial cable network and radio systems, together with the use of satellite facilities as appropriate, which link into the terrestrial cable network. Approximately 15 percent of Australia‟s 19.5 million people live in rural and remote areas, covering approximately 6.5 million square kilometres or about 85 percent of Australia‟s land mass. This equates to less than one telephone service per 385 square kilometres.

    The standard telephone service extends to most remote Australians via radio concentrator systems, enabling them to connect to a local telephone exchange via a radio signal. In some cases, a customer can be as far as 400 kilometres from the nearest local telephone exchange. Approximately two thirds of Australia's land surface is serviced by approximately 250 radio concentrator systems.

    Telstra continues to modernise and upgrade its existing digital radio concentrator system network. Under its June 2001 agreement with the Commonwealth to provide untimed local calls to Telstra‟s extended zones, Telstra will provide customers with higher quality telephone services and improved dial-up speeds to support Internet access.

    These initiatives will deliver Australia one of the best remote communications networks in the world by progressively replacing the existing low capacity digital radio concentrator systems. The majority of the upgrading work will use higher capacity radio concentrator systems while the remaining work will utilise wireless local loop, satellite based services, optical fibre cable or pair gain systems.

2.3 The Equipment

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     Telstra‟s Universal Service Obligation Standard Marketing Plan

    In conjunction with providing a standard telephone service, Telstra will supply the customer with a basic telephone handset (TS1000S) upon request. Customers will be given the option of hiring or purchasing a basic telephone handset. Customers with a disability will be provided with the telephone equipment set out in Telstra's Disability Equipment Program.

    Alternatively, customers may obtain equipment from other suppliers to connect to Telstra's standard telephone service network, provided it is labelled according to the requirements of the Australian Communications and Media Authority (ACMA).

2.4 Time for Supply

    Telstra will aim to supply a standard telephone service on the date that a customer requires it to be connected. However, it will not always be possible to make firm arrangements at the time of the customer‟s application. Further, a commitment date may sometimes have to be changed (for example, due to damaged infrastructure at the customer‟s site).

    A standard telephone service can only be provided where relevant Local Government and/or State/Territory planning approval exists or can be reasonably assumed.

    The timeframes within which Telstra aims to supply standard telephone services are specified below and are dependent upon whether the site:

already has an in-place connection;

is readily accessible to infrastructure Telstra can use; and

is located in an Urban, Major Rural, Minor Rural or Remote area.

    Telstra will endeavour to arrange appointment times for the supply of standard telephone services in a manner consistent with the Telecommunications (Customer Service Guarantee) Standard 2000 (No.2).

    Priority Customers will be supplied with a first standard telephone service in accordance with the arrangements set out in Section 4.2 of the Priority Assistance for Individuals Policy (see Appendix).

    All service delivery and restoration timeframes in this plan only apply to requests for delivery of the standard telephone service as currently defined in this plan. Any legislative amendments to the functionality of the standard telephone service will require a re-assessment of timeframes in this plan.

2.4.1 In - place Connection

    An „in-place connection‟ is the connection of a standard telephone service at a site where a previous working standard telephone service has been cancelled and is available for automatic re-activation. No additional connection work between the network boundary at the site and Telstra‟s local telephone exchange, or at that exchange, is required.

    Where these conditions are met, the telephone access network/line is electrically and physically intact through to the first telephone socket on the site (or Main Distribution Frame for multiple lines) and Telstra does not need to visit the site or the local telephone exchange. In these circumstances, Telstra will firstly aim to supply the standard telephone

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    service on the date the customer requires it to be connected or at a later date if agreed to by the customer, otherwise, within 2 working days of the date of the customer's request.

    If these conditions are not met, the service will be connected in accordance with the relevant situation categories and associated timeframes set out in sections 2.4.2 and 2.4.3.

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    2.4.2 Readily Accessible to Infrastructure Telstra Can Use

    Where a site is readily accessible to telephone network infrastructure that Telstra can use, and there is sufficient network infrastructure capacity to effect service connection (eg; local telephone exchange, main cables, distribution cables, radio distribution systems and lead ins), Telstra will aim to supply the standard telephone service on the date the customer requires it to be connected.

    If this cannot be done, Telstra will aim to meet the following timeframes, or on a later date requested or agreed to by the customer:

Service Location Category: Time for supply:

Urban Area Within five [5] working days from the

    date of the customer‟s request

Major Rural Area Within ten [10] working days from the

    date of the customer‟s request

Minor Rural Area Within ten [10] working days from the

    date of the customer‟s request

Remote Area Within fifteen [15] working days from the

    date of the customer‟s request

    Timeframes for supply are generally consistent with those used in the Telecommunications (Customer Service Guarantee) Standard 2000.

2.4.3 Not Readily Accessible to Infrastructure Telstra Can Use

    Where a site is not readily accessible to telephone network infrastructure that Telstra can use (eg; no local telephone exchange, no main cables, no distribution cables, no radio distribution systems or no lead-ins), or where telephone network infrastructure exists but has insufficient capacity available

     (eg; no spare distribution cables, network element(s) re-allocated or removed), or no useable lead-in cable), additional time will be needed to install the required network infrastructure.

    If Telstra cannot supply the standard telephone service on the date the customer requires it to be connected, Telstra will aim to supply the standard telephone service within one month (equivalent to 20 working days) from the date of the customer‟s request, or on a later date if requested or agreed to by the customer.

    The working day equivalent timeframes are as used by Telstra for reporting purposes under the Telecommunications (Customer Service Guarantee) Standard 2000.

2.4.4 Unusual/Exceptional Circumstances

    Telstra reserves the right to supply the standard telephone service outside these timeframes if Telstra‟s ability to supply standard telephone services is affected by

    circumstances beyond its control. Some examples include:

damage to a Telstra facility by a third party;

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