023/06
29 March 2006

ACMA Telecommunications Performance Data

The Australian Communications and Media Authority’s Telecommunications Performance Data report for the December 2005 quarter, released today, shows mixed results in the way telecommunications service providers have met their Customer Service Guarantee obligations, the Minister for Communications, Information Technology and the Arts, Senator Helen Coonan said.

The report provides figures on the performance of Telstra, Optus, AAPT and Primus in complying with Australian Government regulations covering fixed phone services, in particular the time it takes to connect and repair telephone services.

“Overall the service providers performed strongly, particularly Telstra which completed 98 per cent of its in-place connections and 95 per cent of its new service connections within the timeframes set down by the CSG. In fact, the overall CSG performance has improved since the September quarter,” Senator Coonan said.

“However, connection timeframes in several rural and remote areas, particularly in the Northern Territory and South Australia, are down when compared to the same period last year.

“And while the time Telstra took to repair payphone faults in remote areas improved compared to the September 2005 quarter, the performance rate is still too low.

“In light of recent sensitivities surrounding payphones, particularly those in rural and regional areas, I am currently in discussions with Telstra about improving its consultation processes and the community’s understanding of their rights to a payphone under the Universal Service Obligation.”

“I remain concerned about the number of exemptions claimed from the CSG for fault repair timeframes. Seasonal weather conditions are often cited for declines in repair times in the December reporting period under the CSG. The Government is tightening the rules relating to service providers claiming a Mass Service Disruption exemption from their CSG obligations.

“But overall, both Telstra and Optus have maintained their high performance in meeting the CSG timeframes for fault repair for fixed line home phones, reporting levels of 90 per cent or higher during the quarter nationally,” Senator Coonan said.

“Telstra’s Priority Assistance performance has also remained high, with Telstra reporting 90 per cent or greater compliance with priority timeframes for connections, and over 91 per cent compliance with priority fault repair timeframes.”

The Telecommunications Performance Data is available on ACMA’s website: www.acma.gov.au