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  • About Telstra - Regulatory Environment
    Careers Customer Service Approach Customer Service Charter Customer Service Guarantee CSG Universal Service Obligation USO Send us your positive feedback Access for Everyone A Z Products Solutions About the Program Information for Community Agencies Disability Services Disability Products Services Disability Equipment Program Apply for Equipment Additional Products Services Contact Us Accessible Brochures Community Initiatives Action Plan History Useful Links Mass Service Disruptions MSD Payphone Services Telstra s Universal Service Obligation Telstra Smart Payphone TTY Payphones Payphone Enquiries and Applications Siting Criteria for Public Payphones Considerations When Siting a Payphone Removal Criteria Public Consultation Customer Service Network Reports Service Performance Network Reliability Regional Rural Presence Plan National Broadband Network Sustainability 2013 Report About Sustainability at Telstra Responsible business Customer experience Our people Community impact Environmental impact Reports Links Downloads Consumer Advice Mobile Drive Safe In Case of Emergency ICE Mobile Phones and Hearing Aids Mobile Hoaxes Missing Your Mobile Fighting Spam Etiquette Recycling Internet and cyber safety Emergency Dial before you Dig Cable Plans Safe Digging FAQs Electromagnetic Energy EME Understanding EME Mobile Phones Health EME Research Science Monitoring Mobile Base Stations Health Wireless Products EME Fact Sheets Information Sources Links RF Map Software Users Information Software Tools Contact Unwelcome Calls Legal Information Call Types Do Not Call Register Contact Us Acoustic Shrieks Thunderstorms Privacy at Telstra Telstra s Privacy Policy Interest Based Advertising 190 InfoCall Asbestos Information Contact Us Request a Speaker About Telstra Telstra Home About Telstra Our Company Regulatory Environment Telstra s Regulatory Group Telecommunications Regulation in Australia The Regulators Industry Self Regulation Code of Practice for InfoCall 190 Services Telstra s Regulatory Group The telecommunications industry is highly regulated in Australia In order to ensure Telstra s continued compliance with the regulatory regime Telstra s regulatory group facilitates a thorough company wide compliance program and provides advice and assistance on regulatory issues facing the company The group is structured to give attention to the areas of technical regulation consumer and compliance and regulatory strategy as well as to service the specific needs of the various Telstra business units Telecommunications Regulation in Australia The regulatory burden on Telstra is considerable The Minister for Broadband Communication and the Digital Economy and the Department of Broadband Communications and the Digital Economy are primarily responsible for telecommunications industry policy and legislation Commonwealth legislation ensures Telstra provides services to all Australians according to the Universal Service Obligation It also ensures new services are connected and faults are fixed within set timeframes according to the Customer Service Guarantee In managing Telstra s regulatory issues effectively the regulatory group works with industry regulators who administer the government s telecommunications regulatory regime The Regulators The Australian Competition and Consumer Commission ACCC has special powers under the Trade Practices Act to promote competition within the Australian Telecommunications industry and ensure consumers interests are protected The ACCC administers the telecommunications access regime provisions for controlling anti competitive conduct Telstra s retail price caps and price control arrangements The Australian Communications and Media Authority ACMA is responsible for

    Original URL path: http://www.telstra.com.au/abouttelstra/company-overview/regulatory/ (2014-01-05)
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  • Supplying to Telstra
    Summary Webcasts Treasury Debt Investors Domestic Borrowings Domestic Borrowings Documentation Foreign Borrowings Foreign Borrowings Documentation Credit Ratings Debt Investor Information Calendar Contact Us Careers Customer Service Approach Customer Service Charter Customer Service Guarantee CSG Universal Service Obligation USO Send us your positive feedback Access for Everyone A Z Products Solutions About the Program Information for Community Agencies Disability Services Disability Products Services Disability Equipment Program Apply for Equipment Additional Products Services Contact Us Accessible Brochures Community Initiatives Action Plan History Useful Links Mass Service Disruptions MSD Payphone Services Telstra s Universal Service Obligation Telstra Smart Payphone TTY Payphones Payphone Enquiries and Applications Siting Criteria for Public Payphones Considerations When Siting a Payphone Removal Criteria Public Consultation Customer Service Network Reports Service Performance Network Reliability Regional Rural Presence Plan National Broadband Network Sustainability 2013 Report About Sustainability at Telstra Responsible business Customer experience Our people Community impact Environmental impact Reports Links Downloads Consumer Advice Mobile Drive Safe In Case of Emergency ICE Mobile Phones and Hearing Aids Mobile Hoaxes Missing Your Mobile Fighting Spam Etiquette Recycling Internet and cyber safety Emergency Dial before you Dig Cable Plans Safe Digging FAQs Electromagnetic Energy EME Understanding EME Mobile Phones Health EME Research Science Monitoring Mobile Base Stations Health Wireless Products EME Fact Sheets Information Sources Links RF Map Software Users Information Software Tools Contact Unwelcome Calls Legal Information Call Types Do Not Call Register Contact Us Acoustic Shrieks Thunderstorms Privacy at Telstra Telstra s Privacy Policy Interest Based Advertising 190 InfoCall Asbestos Information Contact Us Request a Speaker About Telstra Telstra Home About Telstra Our Company Supplying to Telstra About Procurement Our suppliers and partners are critical resources for our business they ve been helping us keep Australians connected for 100 years now Last financial year we spent approximately 11 billion on goods and services from close to 8 000 suppliers making us one of Australia s largest purchasers We re constantly looking at how we can do things better That includes making sure we have the right resources inside and outside the company to deliver great service Our procurement department manages the purchasing of an incredibly diverse range of products and services It can range from office equipment to uniforms coffee to stationery cables to buildings and servers to satellite capacity That s why we partner with businesses all across Australia and the world from small companies in remote Australia to some of the world s biggest corporations such as IBM Google and Ericsson Sourcing and selecting suppliers Our approach to engaging suppliers is a careful balancing act between achieving excellent customer service results and the best possible value for money Sourcing and selection typically involves a number of stages including Identifying the business need for goods or services Inviting suppliers to quote or submit a proposal or tender to meet our requirements Assessing suppliers based on of a range of criteria including but not limited to Best value for money over the duration of the contract Quality and performance Timeliness reliability

    Original URL path: http://www.telstra.com.au/abouttelstra/company-overview/supplying-to-telstra/ (2014-01-05)
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  • About Telstra - Customer Service Charter - Customer Service Commitments
    each customer with a personalised seamless experience that makes it easier for them to manage their lives Our Charter sets out how we propose to meet these commitments to our customers and fulfil our legal and self regulatory obligations The following are the basic commitments we make to our customers Contacting Telstra We are committed to enabling you to contact us in the way you prefer by telephone teletypewriter TTY online in writing or in person being available 24 hours a day 7 days a week for you to report any faults or service difficulties enabling customers who speak a language other than English to contact us through our multicultural call centres selected languages or by using the Australian Government s Translating and Interpreting Service TIS responding to your letters and emails within five working days and maintaining a Sales Watch Hotline where you can report instances of unethical sales behaviour you experience Choosing your services We are committed to providing information about our products and services in plain language to enable you to make an informed purchase decision that best suits your communications needs ensuring that our consumer contracts do not contain unfair terms providing services that recognise the individual needs of customers including our Disability Equipment Program for people with a disability and our Access for Everyone package for people on a low income providing for the communications requirements of regional Australia and addressing these with appropriate products and infrastructure investment decisions providing people and businesses in Australia with reasonable access to the Internet whether via dial up cable ADSL wireless broadband satellite or mobile connecting your mobile service and responding to your mobile billing enquiries and reports of network problems within published timeframes and providing Priority Assistance for connection and fault repair to residential customers who have a person residing at their home with a diagnosed life threatening medical condition whose life may be at risk without access to an operational telephone service Your privacy We are committed to protecting your personal information including your phone calls and other communications from misuse and loss and from unauthorised access modification or disclosure providing you with access to your personal information that we have on record and taking reasonable steps to keep your details accurate and up to date having our performance in relation to privacy independently audited annually and not contacting you for marketing purposes if you tell us you do not wish to receive such contact from Telstra Billing and payments We are committed to providing you with bills that are accurate and easy to understand and giving you access to the detail you need presenting your telephone bill in a form that suits your needs with options including online paper large print and Braille providing you with a range of easily accessible payment methods which allow you to be in control of your payment and working with you to negotiate tailored flexible payment solutions including assisting people who are experiencing financial hardship Your safety and security

    Original URL path: http://www.telstra.com.au/abouttelstra/commitments/charter/ (2014-01-05)
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  • About Telstra - Customer Service Guarantee (CSG) - Customer Service Commitments
    MDF where applicable Individuals and organisations that have a direct retail contractual arrangement with a telephone service provider other than Telstra should contact that company directly for all matters relating to the CSG Standard Additional exclusions are summarised in the section When the CSG Standard does not apply Customer service locations Consistent with the CSG Standard Telstra has defined the different demographic categories as shown below Service location category Demographic size Urban Township community grouping of 10 000 people or more Major Rural Township community grouping of more than 2 500 people but less than 10 000 people Minor Rural Township community grouping of 201 people or more but not more than 2 500 people within a standard zone Remote Township community grouping of less than 200 people or township community grouping located outside a standard zone Appointments We aim to keep agreed appointments to meet you in relation to connection and repair of your Standard Telephone Service and specified Enhanced Call Handling Features If we fail to keep an agreed appointment you may be entitled to receive a CSG payment for a missed appointment A new appointment may have to be arranged If an appointment time or location is changed either by you or by Telstra with reasonable notice of at least 24 hours or by agreement you are not entitled to receive a CSG payment For appointments the CSG Standard allows the following grace periods as shown below Service location Appointment period Grace period All Locations Less than or equal to 4 hours 15 minutes Urban and Major Rural Greater than 4 hours and less than or equal to 5 hours None Minor Rural and Remote Greater than 4 hours and less than or equal to 5 hours 1 45 minutes Where there is a need to travel a long distance Notifying Telstra When requesting a connection or reporting a fault customers are required to contact Telstra by 5 pm on a working day for the specified connection and fault timeframes to apply from that day Customer requests received after this time will be taken to have been received the following working day A working day is a day that is not a Saturday a Sunday or a public holiday in the customer service area Connections We aim to promptly connect your Standard Telephone Service and specified Enhanced Call Handling Features within timeframes consistent with the CSG Standard or Our Customer Terms OCT whichever is the shorter timeframe These timeframes are based on the service location and the availability of telecommunications infrastructure and spare capacity Telstra can use to connect your service see table below Infrastructure refers to systems and facilities used in the provision of telecommunications services It includes radio distribution systems network cables and lead in cables to the customer premises Further information on Our Customer Terms is available at www telstra com au customer terms Where delay is envisaged in supplying you with a Standard Telephone Service we may offer you an interim telephone service or in some circumstances a choice between an interim telephone service and an alternative telephone service An example of an interim telephone service is the temporary provision of a mobile telephone service at standard telephone rates while waiting for your permanent telephone service to be connected An example of an alternative telephone service is a call diversion to a mobile or fixed telephone service You may be entitled to a CSG payment for every working day of delay beyond an agreed connection date See How much do we pay for more details Telstra will apply the guaranteed maximum connection periods set out below The time frames are consistent with the CSG Standard In some circumstances Telstra has committed to applying shorter timeframes These are specified in Telstra s Our Customer Terms Service location In place connection 1 New connection with infrastructure and spare capacity New connection without infrastructure or spare capacity Urban Within 2 working days after request Within 5 working days after request Within 20 working days equivalent to 1 month after request Major Rural Within 2 working days after request Within 10 working days after request Within 20 working days equivalent to 1 month after request Minor Rural Within 2 working days after request Within 10 working days after request 2 Within 20 working days equivalent to 1 month after request Remote Within 2 working days after request Within 15 working days after request Within 20 working days equivalent to 1 month after request An in place connection is a connection of a Standard Telephone Service at a site where a previous working service has been cancelled by the previous account holder and is available for automatic reconnection or reactivation without the need for Telstra to do any other connection work at the customer premises the local telephone exchange or any places in between The legislated connection timeframe for a New connection with infrastructure and spare capacity in a Minor Rural location is 15 working days Telstra has committed to a shortened timeframe of 10 working days in these circumstances Repairs We aim to promptly repair faults or service difficulties on your Standard Telephone Service and specified Enhanced Call Handling Features Note that the CSG Standard does not cover non voice faults or service difficulties such as modem and fax dropouts We will repair faults and service difficulties within specified time periods based on the service location see table below Where delay is envisaged in repairing your Standard Telephone Service we may offer you an interim telephone service or in some circumstances a choice between an interim telephone service and an alternative service while waiting for your permanent telephone service to be repaired You may be entitled to a CSG payment for every working day of delay beyond an agreed repair date See How much do we pay for more details The guaranteed maximum repair periods specified by the CSG Standard are Service location Time for repair 1 Urban End of one full working day after report 1

    Original URL path: http://www.telstra.com.au/abouttelstra/commitments/csg/ (2014-01-05)
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  • About Telstra - Universal Service Obligation (USO) - Customer Service Commitments
    Centre ASX Announcements My Shareholding Shareholder Updates Become an e shareholder Shareholder Login Shareholder Forms Annual General Meeting Share Price Details Dividends Dividend Reinvestment Plan Share Offer Prospectus Employee Shareholder Scheme FAQs Financial Information Financial Results Investor Day Annual Report Other Presentations Five Year Financial Summary Webcasts Treasury Debt Investors Domestic Borrowings Domestic Borrowings Documentation Foreign Borrowings Foreign Borrowings Documentation Credit Ratings Debt Investor Information Calendar Contact Us Careers Customer Service Approach Customer Service Charter Customer Service Guarantee CSG Universal Service Obligation USO Send us your positive feedback Access for Everyone A Z Products Solutions About the Program Information for Community Agencies Disability Services Disability Products Services Disability Equipment Program Apply for Equipment Additional Products Services Contact Us Accessible Brochures Community Initiatives Action Plan History Useful Links Mass Service Disruptions MSD Payphone Services Telstra s Universal Service Obligation Telstra Smart Payphone TTY Payphones Payphone Enquiries and Applications Siting Criteria for Public Payphones Considerations When Siting a Payphone Removal Criteria Public Consultation Customer Service Network Reports Service Performance Network Reliability Regional Rural Presence Plan National Broadband Network Sustainability 2013 Report About Sustainability at Telstra Responsible business Customer experience Our people Community impact Environmental impact Reports Links Downloads Consumer Advice Mobile Drive Safe In Case of Emergency ICE Mobile Phones and Hearing Aids Mobile Hoaxes Missing Your Mobile Fighting Spam Etiquette Recycling Internet and cyber safety Emergency Dial before you Dig Cable Plans Safe Digging FAQs Electromagnetic Energy EME Understanding EME Mobile Phones Health EME Research Science Monitoring Mobile Base Stations Health Wireless Products EME Fact Sheets Information Sources Links RF Map Software Users Information Software Tools Contact Unwelcome Calls Legal Information Call Types Do Not Call Register Contact Us Acoustic Shrieks Thunderstorms Privacy at Telstra Telstra s Privacy Policy Interest Based Advertising 190 InfoCall Asbestos Information Contact Us Request a Speaker

    Original URL path: http://www.telstra.com.au/abouttelstra/commitments/uso/ (2014-01-05)
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  • Send us your positive feedback - Telstra
    Telstra Story Telstra Museums Fast Facts Awards Corporate Governance The Board Of Directors Board Committees External Auditor Internal Audit Management Reporting On Risk Promoting Responsible And Ethical Behaviour Our Remuneration Framework Diversity And Inclusion At Telstra Shareholder Communications Documents and Charters Regulatory Environment Accounting Separation IPND Supplying to Telstra Media Centre Announcements Speeches Reports and Submissions Photos Radio Grabs TV Reel FAQs Investor Centre ASX Announcements My Shareholding Shareholder Updates Become an e shareholder Shareholder Login Shareholder Forms Annual General Meeting Share Price Details Dividends Dividend Reinvestment Plan Share Offer Prospectus Employee Shareholder Scheme FAQs Financial Information Financial Results Investor Day Annual Report Other Presentations Five Year Financial Summary Webcasts Treasury Debt Investors Domestic Borrowings Domestic Borrowings Documentation Foreign Borrowings Foreign Borrowings Documentation Credit Ratings Debt Investor Information Calendar Contact Us Careers Customer Service Approach Customer Service Charter Customer Service Guarantee CSG Universal Service Obligation USO Send us your positive feedback Access for Everyone A Z Products Solutions About the Program Information for Community Agencies Disability Services Disability Products Services Disability Equipment Program Apply for Equipment Additional Products Services Contact Us Accessible Brochures Community Initiatives Action Plan History Useful Links Mass Service Disruptions MSD Payphone Services Telstra s Universal Service Obligation Telstra Smart Payphone TTY Payphones Payphone Enquiries and Applications Siting Criteria for Public Payphones Considerations When Siting a Payphone Removal Criteria Public Consultation Customer Service Network Reports Service Performance Network Reliability Regional Rural Presence Plan National Broadband Network Sustainability 2013 Report About Sustainability at Telstra Responsible business Customer experience Our people Community impact Environmental impact Reports Links Downloads Consumer Advice Mobile Drive Safe In Case of Emergency ICE Mobile Phones and Hearing Aids Mobile Hoaxes Missing Your Mobile Fighting Spam Etiquette Recycling Internet and cyber safety Emergency Dial before you Dig Cable Plans Safe Digging FAQs Electromagnetic Energy EME

    Original URL path: http://www.telstra.com.au/abouttelstra/commitments/positive-feedback/ (2014-01-05)
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  • Access for Everyone Program - Telstra
    A Z Products Solutions About the Program Information for Community Agencies Disability Services Disability Products Services Disability Equipment Program Apply for Equipment Additional Products Services Contact Us Accessible Brochures Community Initiatives Action Plan History Useful Links Mass Service Disruptions MSD Payphone Services Telstra s Universal Service Obligation Telstra Smart Payphone TTY Payphones Payphone Enquiries and Applications Siting Criteria for Public Payphones Considerations When Siting a Payphone Removal Criteria Public Consultation Customer Service Network Reports Service Performance Network Reliability Regional Rural Presence Plan National Broadband Network Sustainability 2013 Report About Sustainability at Telstra Responsible business Customer experience Our people Community impact Environmental impact Reports Links Downloads Consumer Advice Mobile Drive Safe In Case of Emergency ICE Mobile Phones and Hearing Aids Mobile Hoaxes Missing Your Mobile Fighting Spam Etiquette Recycling Internet and cyber safety Emergency Dial before you Dig Cable Plans Safe Digging FAQs Electromagnetic Energy EME Understanding EME Mobile Phones Health EME Research Science Monitoring Mobile Base Stations Health Wireless Products EME Fact Sheets Information Sources Links RF Map Software Users Information Software Tools Contact Unwelcome Calls Legal Information Call Types Do Not Call Register Contact Us Acoustic Shrieks Thunderstorms Privacy at Telstra Telstra s Privacy Policy Interest Based Advertising 190 InfoCall Asbestos Information Contact Us Request a Speaker About Telstra Telstra Home About Telstra Customer Service Approach Access for Everyone The phone can be the best way for you to keep in touch with your family and friends and also to be contactable for health business and other reasons Because everyone s circumstances are different we offer a wide range of service options to help keep you connected whether you are doing it tough looking for work or accommodation trying to make ends meet are a person with a disability live in a remote or indigenous community You can

    Original URL path: http://www.telstra.com.au/abouttelstra/commitments/access-for-everyone/ (2014-01-05)
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  • Disability Services - Telstra
    Scheme FAQs Financial Information Financial Results Investor Day Annual Report Other Presentations Five Year Financial Summary Webcasts Treasury Debt Investors Domestic Borrowings Domestic Borrowings Documentation Foreign Borrowings Foreign Borrowings Documentation Credit Ratings Debt Investor Information Calendar Contact Us Careers Customer Service Approach Customer Service Charter Customer Service Guarantee CSG Universal Service Obligation USO Send us your positive feedback Access for Everyone A Z Products Solutions About the Program Information for Community Agencies Disability Services Disability Products Services Disability Equipment Program Apply for Equipment Additional Products Services Contact Us Accessible Brochures Community Initiatives Action Plan History Useful Links Mass Service Disruptions MSD Payphone Services Telstra s Universal Service Obligation Telstra Smart Payphone TTY Payphones Payphone Enquiries and Applications Siting Criteria for Public Payphones Considerations When Siting a Payphone Removal Criteria Public Consultation Customer Service Network Reports Service Performance Network Reliability Regional Rural Presence Plan National Broadband Network Sustainability 2013 Report About Sustainability at Telstra Responsible business Customer experience Our people Community impact Environmental impact Reports Links Downloads Consumer Advice Mobile Drive Safe In Case of Emergency ICE Mobile Phones and Hearing Aids Mobile Hoaxes Missing Your Mobile Fighting Spam Etiquette Recycling Internet and cyber safety Emergency Dial before you Dig Cable Plans Safe Digging FAQs Electromagnetic Energy EME Understanding EME Mobile Phones Health EME Research Science Monitoring Mobile Base Stations Health Wireless Products EME Fact Sheets Information Sources Links RF Map Software Users Information Software Tools Contact Unwelcome Calls Legal Information Call Types Do Not Call Register Contact Us Acoustic Shrieks Thunderstorms Privacy at Telstra Telstra s Privacy Policy Interest Based Advertising 190 InfoCall Asbestos Information Contact Us Request a Speaker About Telstra Telstra Home About Telstra Customer Service Approach Disability Services Telstra is committed to making communication accessible and affordable for all our customers with communication challenges including older customers

    Original URL path: http://www.telstra.com.au/abouttelstra/commitments/disability-services/ (2014-01-05)
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