Note: Where available, the PDF/Word icon below is provided to view the complete and fully formatted document
Phone service provider performance remains strong.

Download PDFDownload PDF

Senator the Hon Helen Coonan Minister for Communications, Information Technology and the Arts

Media Release

034/05 11 April 2005

Phone service provider performance remains strong

The Minister for Communications, Information Technology and the Arts, Senator Helen Coonan today welcomed the Australian Communications Authority’s (ACA’s) Telecommunications Performance Monitoring Bulletin for the December 2004 quarter.

The bulletin reports on the performance of Telstra, Optus, AAPT and Primus in complying with regulations covering fixed phone services; in particular, for fault repair and service connection.

“The ACA reports that all service providers were able to achieve performance levels of 92 per cent or better, for the connection of telephone services for residential and small business customers, within specified regulatory timeframes,” Senator Coonan said.

At a national level, Optus and Primus have continued to deliver exceptional performance levels recording 99 per cent and 98 per cent compliance respectively.

Fault repair performance remained high in the December 2004 Quarter, with service providers continuing to complete more than 90 per cent of fault repairs within the regulated timeframes. This performance is particularly positive given the seasonal wet weather experienced during the quarter.

The bulletin shows that where specified timeframes were not met, service providers complied with the regulatory timeframes to make automatic Customer Service Guarantee (CSG) payments 100 per cent of the time. This level of performance is a significant improvement for both AAPT and Primus.

The reliability of Telstra’s fixed phone network is closely monitored by the ACA under the Government’s Network Reliability Framework (NRF). The bulletin shows that on average, very few services experienced a fault, with 99.05 per cent of services remaining fault free in January 2005.

“These results demonstrate that industry is committed to meeting the service targets set by Government,” Senator Coonan said.

“All of the Government's consumer safeguards, including the NRF and CSG, are completely unrelated to the ownership of Telstra and will remain in place regardless of any future change in the ownership of Telstra.”

The December 2004 quarter bulletin is available on the ACA’s website:

Media Contact: Jane McMillan 0438 690 305