Telstra’s Regional and Rural Presence Plan
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2.1.6 TIO complaint reduction http://www.telstra.com.au/abouttelstra/download/document/tls842-full-year-2012-fr-ceo-cfo-analyst-briefing-presentation-cover-slides.pdf 2.1.7 Media Release, Colac store wins Telstra customer service award, http://telstra.com.au/abouttelstra/media-centre/announcements/colac-store-wins-telstra-customer-service-award.xml, 25 August 2011 2.1.8 Media Release, Burleigh Heads store wins Telstra customer service award, http://telstra.com.au/abouttelstra/media-centre/announcements/burleigh-heads-store-wins-telstra-customer-service-award.xml, 26 August 2011 2.1. 9 Media Release, Telstra expands online service options to better serve customers, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-expands-online-service-options-to-better-serve-customers.xml, 20 February 2012 2.1.10 Media Release, Facebook app puts Telstra Pre-Paid customers in control, http://telstra.com.au/abouttelstra/media-centre/announcements/facebook-app-puts-telstra-pre-paid-customers-in-control.xml, 11 May 2012 2.1. 11 Telstra Reduction in Call Volumes, Annual Report, http://www.telstra.com.au/abouttelstra/download/document/tls842-full-year-2012-fr-ceo-cfo-analyst-briefing-presentation-cover-slides.pdf 2.1. 12 Media Release, Telstra moves to reduce mobile bill shock, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-moves-to-reduce-mobile-phone-bill-shock.xml, 25 May 2011 Measure 2.2: Telstra will continue to provide its customers in regional, rural and remote areas with access to sales and service support. Telstra provides customers with a range of ways to access sales and service support, including through its retail outlets, its AGMs and staff, its contact centres, via online channels and via Local Customer Service Consultant positions in the TCW team. Telstra has also increased its presence on Social Networking sites, with users able to communicate with Telstra representatives via Facebook, Twitter, Crowd Support, Live Chat 24x7 and Telstra’s own blog, Telstra Exchange. Telstra also provides support via YouTube instructing customers on how to undertake specific tasks in relation to their service. In February 2012, Telstra improved their presence on Facebook with a brand new dedicated customer presence called Telstra 24×7, which is all about making services accessible when customers are online. Consultants are on hand to assist with sales or service queries and we aim to provide a response to posts within one hour or less. Evidence: 2.2.1 Information about Telstra contact centres and Telstra Country Wide AGM area locations can be found at Appendix 3 2.2.2 The locations of Telstra shops can be found on the website at http://www.telstra.com.au/shoplocator/ 2.2. 3 Customers can shop online at http://shop.telstra.com/webapp/wcs/stores/servlet/TopCategoriesDisplay?storeId=10001&catalogId=11651 2.2.4 Telstra contact centre numbers for information on fixed, mobile, internet and other services can be found at http://www.telstra.com.au/contact/index.htm?tR 2.2.5 Customers can engage with Telstra via Facebook (Facebook login required- search Telstra) 2.2.6 Customers can get support and get answers to questions via Twitter http://twitter.com/#!/Telstra 2.2.7 Customers can get sales and service information via Telstra’s blog, Telstra Exchange http://exchange.telstra.com.au 2.2.8 Telstra provides support on common problems via You Tube http://www.youtube.com/telstra 2.2.9 Management of customers’ accounts available online https://telstra.com/myaccount/index.jsp 2.2.10 Contact details for Moving Home http://www.telstra.com.au/movinghome/ 2.2. 11 Reporting Faults online https://telstra-operations.custhelp.com/app/homephoneproblem 2.2.12 Telstra Exchange post, Telstra 24x7 on Facebook, http://exchange.telstra.com.au/?p=17771, February 20 2012 2.1.13 Telstra Exchange post, Telstra Opens next chapter of social media customer service http://exchange.telstra.com.au/2011/08/16/telstra-opens-next-chapter-of-social-media-customer-service/, 16 August 2011 Also see Measure 2.3 below Measure 2.3: Telstra will continue to provide service information to its regional, rural and remote customers. My Offer Summaries Following on from its March 2011 launch, Telstra now also provides a My Offer Summary which provides the key details of products, plans, devices or service in an easy to understand and concise way. Note, these will be replaced in 2012/2013 with the Critical Information Summaries, as required under the newly registered Telecommunications Protection Code. Evidence: 2.3.1 Information for families/homes on products and services - overview at: http://www.telstra.com.au/homephone/ with more detail via links to home phone, broadband and mobiles 2.3.2 Information for small business on products and services at: http://www.telstrabusiness.com/business/ with more detail via links on specific products via links to mobiles, office phone, internet 2.3.3 Customer commitments and updates on how Telstra is changing to serve customers better http://www.telstra.com.au/abouttelstra/commitments/ 2.3.4 Telstra’s Our Customer Terms available at: http://www.telstra.com.au/customerterms/ 2.3.5 Mobile Coverage Information at: http://www.telstra.com.au/mobile/networks/coverage/ 2.3.6 My Offer Summary Example, http://www.telstra.com.au/my-offer-summaries/ Measure 2.4: Telstra will continue to undertake sales and marketing activities to inform regional, rural and regional customers about products and services. Telstra routinely conducts sales and marketing campaigns targeted at specific segments and regional geographic markets as part of its operations. Telstra launched a number of major local marketing programs into regional Australia across the year to educate customers on the benefits and value that Telstra products and services provide, in a way that was relevant to each region and explaining the technology available. Examples of programs launched included:
Evidence 2.4. 1 Media Release, Telstra set to expand 4G mobile services in Newcastle, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-set-to-expand-4g-mobile-services-in-newcastle.xml, 24 April 2012 2.4.2 Media Release, Mobile coverage boosted in Kiewa and Tangambalanga, http://telstra.com.au/abouttelstra/media-centre/announcements/mobile-coverage-boosted-in-kiewa-and-tangambalanga.xml, 22 November 2011 2.4 3 Media Release, Telstra Continues NBN Trials, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-continues-nbn-trials.xml, 6 November 2011 2.4.4 Media Release, Mobile coverage boosted in Gunnedah, http://telstra.com.au/abouttelstra/media-centre/announcements/mobile-coverage-boosted-in-gunnedah.xml, 15 August 2011 2.4.5 See Measure 1.6 – Customer Facing Events 2.4.6 See Appendix 4 for others Measure 2.5: Telstra will continue to take steps to enable staff to meet the telecommunications service needs of its regional, rural and remote customers. Telstra understands that customers living outside the major cities sometimes face different circumstances, concerns and issues. Its structure and activities recognise the need for specialist knowledge and appropriate responses. Telstra continues to take steps to enable staff to meet the telecommunications service needs of its regional, rural and remote customers. This assists staff in having a greater understanding of these customers’ telecommunications needs and provides a greater responsiveness to those needs. Ensuring staff have the right knowledge and tools to meet our customers’ needs is a top priority at Telstra. All customer facing staff have access to detailed online product and service information and as part of Telstra’s strategic plan access to this information is being simplified and streamlined. Regular training is also conducted to ensure staff are kept up to date on new products and services. Telstra regularly updates all customer facing channels with information pertinent to meeting the needs of customers. Information relating to the actual content and structure of the systems is commercial in confidence. Telstra also continues to ensure that retail staff across its retail outlets (Telstra owned, licensed and dealers) have the most up to date information to provide customers on handsets, accessories and coverage. Evidence: 2.5.1 Learning and Development at Telstra http://www.telstra.com.au/abouttelstra/sustainability/our-people/index.htm 2.5.2 Blue Tick Classification Scheme allows customers to choose the best handset for their location http://www.telstra.com.au/mobile/networks/coverage/maximise.html 2.5 3 Telstra Shows Mobile Phone Coverage Test Process http://exchange.telstra.com.au/?p=6011 2.5.4 Retail Accreditation Program http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-takes-mobile-customer-advice-to-a-new-industry-level-to-make-cdma-mi.xml (launched in 2008) Measure 2.6: Telstra will continue to offer products and services designed to meet the needs of its customers in regional, rural and remote Australia. Telstra continues to offer a wide range of products and services designed to meet the needs of its customers and offering benefits for regional, rural and remote Australia. These products and services will change over time. It is intended that these products and services will continue to address the telecommunications service needs of Telstra’s regional, rural and remote customers. Evidence: 2.6.1 A summary of all Telstra’s products and services is available online at: http://www.telstra.com.au/ Some examples of the provision of new services and products in 2011/12 are found at the links below:
Tablet Devices 2.6.10 Media Release, Telstra to offer iPad 2 in Australia on November 15, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-to-offer-ipad-2-in-australia-on-november-15.xml, 10 Nov 2011 2.6.11 Media Release, Telstra launches the Motorola XOOM 2 tablet in Australia, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-launches-the-motorola-xoom-2-tablet-in-australia.xml, 21 Feb 2012 Home Phone and Broadband Bundles 2.6.12 Media Release, Telstra releases new bundle pricing, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-releases-new-bundle-pricing.xml, 27 Feb 2012
Mobile Broadband 2.6.13 Media Release, Australia’s first 4G LTE mobile Wi-Fi set to bring devices up to speed, http://telstra.com.au/abouttelstra/media-centre/announcements/australias-first-4g-lte-mobile-wi-fi-set-to-bring-devices-up-to-speed.xml, 21 March 2012 Measure 2.7: Telstra will continue to have mechanisms in place to take on board customer feedback, including feedback from its regional, rural and remote customers. See measure 2.1 Evidence: 2.7.1 Coverage feedback on mobile networks at: http://www.telstra.com.au/mobile/networks/feedback.cfm 2.7.2 Complaints contacts at: http://www.telstra.com.au/abouttelstra/commitments/telstra-complaints-policy/ 2.7.3 My Telstra Experience https://www.mytelstraexperience.com.au/Portal/default.aspx 2.7.4 Telstra Exchange http://exchange.telstra.com.au/about/contact/ 2.7.5 Customers can provide feedback via Facebook (Facebook log in required - Search Telstra) 2.2.6 Customers can provide feedback via Twitter http://twitter.com/#!/Telstra 2.7. 7. Media Release, Telstra invites customer feedback, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-invites-customer-feedback.xml, 05 September 2011 2.7.8 See Measure 1.6 Measure 2.8: Telstra will continue to undertake activities designed to address the telecommunications needs of small business customers in regional, rural and remote Australia. Telstra Business is a business unit dedicated to meeting the unique needs of Australia’s small to medium enterprises. This includes the operation of contact centres with staff dedicated to Telstra’s small business customers. There is a dedicated business website that provides business customers with a range of up to date business news, products and services information on-line. Evidence: 2.8.1 Information demonstrating how Telstra products and services assist customers at: http://www.telstrabusiness.com/business/portal/online/site/businesscentre 2.8.2 Media Release, Telstra opens new Grafton presence – and welcomes millionth Business customer, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-opens-new-grafton-presence--and-welcomes-millionth-business-customer.xml, 29 November 2011 2.8.3 Media Release, Cloud Services delivers savings to business big and small, http://telstra.com.au/abouttelstra/media-centre/announcements/cloud-services-delivers-savings-to-business-big-and-small.xml, 08 Nov 2011 Measure 2.9: Telstra will continue to offer tailored products and services for its regional, rural and remote customers with particular communication needs, including older customers, those with a disability or on low incomes and people living in remote, indigenous communities. Telstra understands that among its regional, rural and remote customers there are groups who have particular needs. Telstra has in place programs that offer tailored products and services to meet specific needs and circumstances, for example, Country Calling Card and Community Phones in remote Indigenous communities, and tailored HomeLine Plans and calling options. Telstra also has specific contact numbers should customers prefer to speak to a Telstra Customer Service Representative in a language other than English, and for customers enquiring about our Disability Equipment Program. The products and services offered may change over time. Evidence: 2.9.1 Priority Assistance at: http://www.telstra.com.au/help/docs/priority-assist-policy.pdf 2.9.2 Disability products and services http://www.telstra.com.au/abouttelstra/commitments/disability-services/disability-products-services/ 2.9.3 Access For Everyone – Affordability Options http://telstra.com.au/abouttelstra/commitments/access-for-everyone/?red=/abouttelstra/commitments/accessforeveryone/index.cfm 2.9.4 Disability initiatives including: Disability Action Plan: http://www.telstra.com.au/abouttelstra/commitments/disability-services/action-plan-history/ Consultation and community: http://www.telstra.com.au/abouttelstra/commitments/disability-services/community-initiatives/ 2.9.5 References for Remote Indigenous Communities http://telstra.com.au/abouttelstra/commitments/access-for-everyone/?red=/abouttelstra/commitments/accessforeveryone/index.cfm 2.9.6 Services for Indigenous Communities: http://telstra.com.au/abouttelstra/commitments/access-for-everyone/ 2.9.7 Language Assistance - Telstra’s Multicultural Call Centre speaks your language at: http://telstra.com.au/abouttelstra/commitments/accessforeveryone/index.cfm Measure 2.10: Telstra will continue to provide information on its legal and regulatory obligations relating to the delivery of services and service levels for customers in regional, rural and remote areas. Structural Separation Undertaking and Migration Plan Telstra’s Structural Separation Undertaking (SSU) came into effect on 6 March 2012. This plan sets out Telstra's commitment to structurally separate by 1 July 2018. The SSU is also designed to provide certainty for the industry during the migration period to the NBN. The SSU sets out various binding and enforceable commitments which Telstra will put in place to provide for transparency and equivalence in the supply of regulated services to its wholesale customers during the transition to the NBN. Telstra's Migration Plan is a binding instrument which sets out the steps Telstra will take to disconnect voice and broadband services on its copper and HFC networks as part of the migration process. Details of Telstra's Structural Separation Undertaking and Migration Plan are available at http://www.telstrawholesale.com.au/about/structural-separation-undertaking/index.htm. Evidence: 2.10.1 Universal Service Obligations at: http://www.telstra.com.au/abouttelstra/commitments/uso/ 2.10.2 Priority Assistance obligations at: http://www.telstra.com.au/homephone/help_faqs/priority_assist.html 2.10.3 CSG obligations at: http://www.telstra.com.au/abouttelstra/commitments/csg/ 2.10.4 Privacy obligations at: http://www.telstra.com.au/privacy/ 2.10.5 Disability Equipment Program at: http://www.telstra.com.au/abouttelstra/commitments/disability-services/disability-equipment-program/ and http://www.telstra.com.au/homephone/phones/disability.html Telstra provides a report to the Australian Communications and Media Authority (ACMA) on the operation of its Disability Equipment Program annually. 2.10.6 Network Reliability Framework http://telstra.com.au/abouttelstra/commitments/customer-service-network-reports/network-reliability/ 3. COORDINATION AND MANAGEMENT OF ACTIVITIES INCLUDING TARGETED APPLICATION OF RESOURCES AND AN INTEGRATED APPROACH TO CONNECTIONS, MAINTENANCE AND REPAIRS Measure 3.1: Telstra will maintain senior level accountability for the coordination and management of activities in regional, rural and remote parts of Australia, including:
The Telstra Operations business unit has accountability for maintenance and repairs across the company and is represented at the highest level. The team is headed by Chief Operating Officer (COO), Brendon Riley. The COO is part of Telstra’s Executive Team and reports into the CEO. Evidence (i): 3.1.1 See Telstra Operations http://www.telstra.com.au/abouttelstra/company-overview/business-units/#telstra-operations 3.1. 2 Biography of Brendon Riley, Chief Operating Officer http://www.telstra.com.au/abouttelstra/company-overview/executives-directors/#brendon-riley Evidence (ii): 3.1. 3 General information on customer service commitments at: http://telstra.com.au/abouttelstra/commitments/index.cfm 3.1.4 Network Reliability Framework performance at: http://telstra.com.au/abouttelstra/commitments/customer-service-network-reports/network-reliability/ 3.1.5 Customer Service Guarantee at: http://telstra.com.au/abouttelstra/commitments/csg/ 3.1.6 Universal Service Obligation at: http://telstra.com.au/abouttelstra/commitments/uso/ 3.1.7 Integrated approach to payphones: http://telstra.com.au/abouttelstra/commitments/payphone-services/ Measure 3.2: Telstra will continue to offer a range of telecommunications services to its customers in regional, rural and remote Australia. Telstra provides a range of telecommunications services nationally and at uniform pricing. Details of these services, including those specifically targeted at customers in rural and remote locations can be found at the websites below. Evidence: 3.2.1 Various examples of information on mobile services http://telstra.com.au/mobile/services/ 3.2.2 Various examples of information on home phone services http://www.telstra.com.au/homephone/index.html 3.2.3 Various examples of information on internet services http://www.telstra.com.au/bigpond_internet/ 3.2 .4 Various examples of Residential Bundles http://www.telstra.com.au/bundle_save/home-bundles.html 3.2.5 Various examples of Business Products http://www.telstrabusiness.com/business/portal/online/mysite 3.2.6 Various examples of NBN Products http://www.telstra.com.au/internet/national-broadband-network/index.htm Measure 3.3 Natural disasters in 2011/2012. In 2011/12 victims of the following natural disasters were declared to be eligible for customer assistance relief packages:
Evidence: 3.3.1: Details of natural disaster relief provided by Telstra: http://telstra.com.au/abouttelstra/download/document/2012-telstra-relief-packages-22-aug-2012.pdf 3.3. 2 Media Release, Telstra assistance package for Gnarabup Beach and Witchcliffe customers affected by bushfires , http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-gnarabup-beach-and-witchcliffe.xml, 28 November 2011 3.3 3 Media Release, Telstra assistance package for Margaret River – Prevelly customers affected by fires, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-margaret-river.xm, 25 November 2011. 3.3.4 Media Release, Telstra assistance package for Townsville customers affected by severe storms, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-townsville-customers.xml, 21 Mar 2012 3.3. 5 Media Release, Telstra assistance package for customers affected by flooding in Darlington Point, http://telstra.com.au/abouttelstra/media-centre/announcements/assistance-package-flooding-darlington-point-1.xml, 12 March 2012 3.3. 6 Media Release, Telstra assistance package for customers affected by flooding in Nathalia, Picola and Barmah, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-nathalia.xml, 08 Mar 2012 3.3.7 Media Release, Telstra assistance package for customers affected by flooding in Cowra, Forbes, Goodooga, Weilmoringle and Condobolin, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-cowra.xml , 06 Mar 2012 3.3.8 Media Release, Telstra assistance package for customers affected by flooding in The Rock, Ganmain and Lockhart, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-the-rock-ganmain-lockhart.xml, 05 Mar 2012 3.3.9 Media Release, Telstra assistance package for Mitchell, Roma, Charleville, Bollon, St George and Dirranbandi and surrounding districts customers affected by flooding, http://telstra.com.au/abouttelstra/media-centre/announcements/assistance-package-mitchell-qld-feb-2012.xml , 03 Feb 2012 3.3. 10 Media Release, Telstra assistance package for North Coast NSW customers affected by floodwaters - Clarence, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-clarence.xml, 27 Jan 2012 3.3. 11 Media Release ,Telstra assistance package for North Coast NSW customers affected by floodwaters - Coffs Harbour, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-coffs-harbour.xml,, 27 January 2012 3.3. 12 Media Release, Telstra assistance package for North Coast NSW customers affected by floodwaters - Richmond, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-richmond.xml, 27 Jan 2012 3.3. 13 Media Release ,Telstra assistance package for North Coast NSW customers affected by floodwaters - Tweed Shire, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-tweed-shire.xml , 27 Jan 2012 3.3. 14 Media Release, New website keeps customers informed during outages and disasters, http://telstra.com.au/abouttelstra/media-centre/announcements/new-website-keeps-customers-informed-during-outages-and-disasters.xml, 06 Jul 2011 4. SUPPORT THROUGH SERVICE ACTIVITIES FOR BROADER COMMUNITY DEVELOPMENT Measure 4.1: Telstra will continue to contribute to the community and regional development through the commercial provision of telecommunications products and services. The principal means through which Telstra contributes to community and regional development is through the commercial provision of telecommunications products and services to its customers. Telstra’s strong rural presence strategy of having staff living and working in many of the areas they serve has a strong flow on effect in the local economies. Telstra’s significant investment in programs that connect people, support communities and contribute to the wellbeing of all Australians will continue to be a major focus for the company. The company’s on-going community investment reaffirms Telstra’s commitment to being part of the fabric of Australian communities and enabling social interaction no matter where people live. Telstra is also proud of the part it plays in supporting Australia’s rich cultural heritage and development. Telstra local managers and staff undertake a range of local activities to support communities, businesses and local government. They support local government and regional development bodies and provide advice on infrastructure investments or applications for State and Federal telecommunications funding. Telstra supports a variety of local organisations and events through commercial sponsorship activities. These range from in-kind and financial support for sporting and cultural activities, to involvement in business and regional development forums, field days and expos. Through our Payroll Giving charity partners and Telstra Foundation-funded community organisations, we provide volunteering and fundraising opportunities for our Telstra managers and staff. Providing our employees with opportunities to engage with the community strengthens the communities in which we operate. Examples of our payroll giving charity partners include: Australian Red Cross, beyondblue, Cancer Council Australia, Mission Australia, World Vision Australia, TAD NSW, TAD QLD, TAD VIC, United Way Ballarat, United Way Geelong, RSPCA Australia, The Salvation Army, Cerebral Palsy League QLD, and Telstra Child Flight just to name a few. External website links:
Among others, Telstra’s community investment programs include NRL and AFL grassroots programs, the Telstra Assistance Fund, Telstra’s Kids Fund, Telstra Connected Seniors®, the Telstra Road to Discovery, Telstra Business Awards and Telstra Business Women’s Awards, the Telstra Foundation, National community sponsorship of Telstra Child Flight, One Laptop per Child Australia and Legacy Australia. Some links to examples of Telstra’s 2011/2012 community sponsorship activities and contributions are provided below.
Since 2001, Telstra has been the naming rights sponsor of Telstra Child Flight (TCF), an organisation that operates medical retrieval helicopters in NSW and ACT. These helicopters ensure quick and safe transportation of sick or injured children needing urgent medical treatment. Telstra provides TCF with significant financial assistance and has actively aligned TCF in other sponsorship events – such as using the TCF helicopter in the NRL Grand Final. TCF is one of Telstra’s Matched Payroll Giving organisations to which employees can donate. http://www.telstrachildflight.org.au/
Since 2010, Telstra has been OLPCA’s telecommunication sponsorship partner. OLPCA’s goal is to provide 300,000 children living in remote communities with an XO laptop by 2014. To help these communities experience the benefits the online world has to offer, Telstra has provided financial assistance and has worked with OLPC Australia to connect laptops in these remote communities to Telstra’s Next G® network and provide cyber-safety advice so that regardless of age, online interest or skill level, children using the laptops will have the tools to stay safe online. http://laptop.org.au/ Legacy Australia Since 2009, Telstra has been a national partner of Legacy Australia, an organisation which provides practical assistance and services to over 100,000 widows and 1,900 dependents of Australia’s deceased veterans. Telstra provides both financial assistance and telecommunications services to help Legacy reach out in more ways to families in need, and connect them with a support network of other families who understand what they are going through. Telstra’s sponsorship of Legacy Australia has also included Legacy merchandise being sold through 283 Telstra stores during Legacy Week. http://www.legacy.com.au/ 4.1.3 General information on Telstra’s community programs As Australia's leading telecommunications provider and one of its largest companies, we know the positive impact our business can have on community life and well-being. We use information and communications technologies to enrich the lives of all Australians. 4.1.3.1 Telstra in the Community website, which highlights some of our 2011 sponsorship activities and initiatives at: http://telstra.com.au/abouttelstra/sustainability/in-the-community/ 4.1.3 .2 General information on Telstra’s community programs http://www.ideasforgood.com.au/category/community/ 4.1.3.3 Media release: Telstra calls on Australians to recycle old mobile phones for World Environment Day, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-call-out-to-recycle-mobile-phones.xml, 25 May 2012 Telstra Connected Seniors Program The Telstra Connected Seniors program supports the development of practical, community-based education programs using a peer learning model:
Its scope is to address the range of seniors’ educational needs across all of its 33 national regions, and drive the program as a key local area community engagement initiative. The program was established in 2007, with Telstra committing to fund $3 M over a three year period. Telstra has continued funding the program on an annual basis, as part of its Digital Inclusion strategy. The Connected Seniors program:
https://www.telstra.com.au/telstra-seniors/what-is-it/successful-applicants/index.htm 4.1.4 Program detail, https://www.telstra.com.au/telstra-seniors/ 4.1.4.1 Media release, Connecting seniors to the world wide web (24 May 2012) http://www.telstra.com.au/abouttelstra/media-centre/announcements/connecting-seniors-to-the-world-wide-web.xml 4.1.4.2 Adelaide Seniors workshops tackle the latest technology trends (28th June 2012) 4.1 .4.3 Casino Seniors workshops tackle the latest technology trends (11th May 2012) 4.1.4.4 Geelong and Bellarine Peninsula seniors tackle the latest technology trends (17th Feb 2012) Note: 4.1.4.2 – 4.1.4.4 were regional media releases and links are not available. Telstra’s support for Local Sporting Programs 4.1.5 Support of local surf life saving clubs http://www.telstra.com.au/telstracountrywide/case-studies/ 4.1.6 Telstra Assistance Fund https://www.beinvolved.com.au/top-about-be-involved/offsite-get-support-taf Telstra Business Awards 4.1.7 http://www.telstrabusinessawards.com/ 4.1.7.1 Some Media Releases 4.1.7.2 Dare to dream big in 20th year of Australian Business Awards, http://telstra.com.au/abouttelstra/media-centre/announcements/dare-to-dream-big-in-20th-year-of-australian-business-awards.xml, 09 Jan 2012 4.1.7.3 WA pressure tester named Australia’s best business, http://telstra.com.au/abouttelstra/media-centre/announcements/wa-pressure-tester-named-australias-best-business.xml, 27 Aug 2011 Telstra Business Women’s Awards 4.1.8 Information on the Telstra Business Women’s Awards, including details on winner and state finalists. http://www.telstrabusinesswomensawards.com/ 4.1.8.1 Media Release, Top police woman named Australia’s Business Woman of the Year, http://www.telstra.com.au/abouttelstra/media-centre/announcements/top-police-woman-named-australias-business-woman-of-the-year.xml, 21 November 2011 Telstra Road to Discovery 4.1.9 Details on Telstra Road to Discovery http://www.beinvolved.com.au/spo-arts-a-community/country-music 4.1.9.1Media Release, Telstra celebrates 10 years of supporting emerging music talent with all-star road show, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-road-to-discovery-2012.xml, 26 June 2012 29th Telstra National Aboriginal & Torres Strait Islander Art Award 4.1.10 http://www.nretas.nt.gov.au/arts-and-museums/museums/natsiaa 4.1. 10.1 Media Release, South Australian Artist Dickie Minyintiri Wins National Telstra Art Award, http://telstra.com.au/abouttelstra/media-centre/announcements/south-australian-artist-dickie-minyintiri-wins-national-telstra-art-award.xml, 12 Aug 2011 Note, 29th Telstra National Aboriginal & Torres Strait Islander Art Award has not yet been announced Telstra Disability Programs Telstra is committed to making communication accessible and affordable for all our customers, including customers with a disability. Telstra provides information and special equipment for customers with Hearing, Speech, Vision, Mobility and Dexterity. 4.1.11 Information on Telstra’s Disability Services, including products and services and disability equipment program http://telstra.com.au/abouttelstra/commitments/disability-services/ 4.1.12 Telstra-TJA Christopher Newell Prize for Telecommunications and Sponsorship of national Link Disability magazine http://www.telstra.com.au/abouttelstra/commitments/disability-services/community-initiatives/ 4.1.13 Media release, Telstra prize again highlights the benefits of modern communications for people with disability, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-prize-highlights-modern-communications-benefits.xml, 23 May 2012 4. 1.14 Media Release, Taking action on disability – Telstra’s Supported Workforce Program, http://telstra.com.au/abouttelstra/media-centre/announcements/taking-action-on-disability.xml, 29 August 2011 4.1.15 Telstra Exchange, Telstra supports the introduction of a National Disability Insurance Scheme http://exchange.telstra.com.au/2012/04/26/telstra-supports-a-national-disability-insurance-scheme/ Measure 4.2: Telstra will continue local marketing and community support activities, e.g., support for emergency services Telstra Foundation In 2002 Telstra established a Foundation to administer a philanthropic program. The Telstra Foundation aims to enrich the lives of Australian children and young people largely through two granting programs, Telstra Foundation Community Development Fund and Telstra’s Kids Fund. Telstra Foundation Community Development Fund supports community organisations across Australia in the areas of Social Innovation, Indigenous Community Development and cyber-safety. Telstra Kids Fund Telstra’s Kids Fund supports a broad range of local initiatives and projects by local community non-profit organisations across education, sports and recreation, arts and culture, environment, health, disability and cultural diversity. Evidence: 4.2.1 Telstra Foundation http://telstrafoundation.com/ 4.2.2 Telstra Foundation Media Releases 4.2.3.1 Media release, Telstra Foundation celebrates a decade with $1 million grants program, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-foundation-celebrates-a-decade-with-1-million-grants-program.xml, 29 May 2012 4.2.3 Disaster relief information at http://www.telstra.com.au/abouttelstra/corporate-citizenship/communities/disaster-relief/ 4.2.4 Telstra Assistance media releases see section 3.3 Measure 4.3: Telstra will continue to provide information on its local marketing and community support activities. Telstra supports and encourages hundreds of local business initiatives; from sponsoring tourism and development opportunities, to providing telecommunications services or volunteering time for events which bring businesses and people together. For example in Western Australia, we sponsor the Chamber of Commerce Business Awards in Northam, Esperance and Kalgoorlie-Boulder to reward successful, small businesses, and recognise the important role they play in local business development. We also support other regional chambers of commerce across the country. In Inverell, New South Wales, we have been supporting the Telstra Country Wide Sapphire City Festival for the last ten years. The festival is a weeklong event of exhibitions, performances and sporting events that brings visitors to this remote and rural area. Our employees who also live and work in the region provide extra support to the festival by volunteering their time. Evidence: 4.3.1 See sponsorship information at: http://www.beinvolved.com.au/ 4.3.2 See evidence for Measures 4.1 and 4.2 5. ARRANGEMENTS IN PLACE TO ADDRESS CUSTOMERS’ INTERESTS AND ANY CHANGES TO THOSE ARRANGEMENTS AND CONSULTATION AND RELATED PROCESSES IN RELATION TO SUCH CHANGES Measure 5.1: Telstra will continue to consult with representatives of consumers at a national and local level. This will be done using a mix of formal and informal processes. Telstra has relationships and consults with a large number of national representative groups across Australia, including the Australian Local Government Association, Farming organisations, the Telstra Disability Forum and the Isolated Children’s Parents’ Association. Evidence: See evidence at Measure 1.6 Measure 5.2: Telstra will continue to engage with representatives of consumers from regional, rural and remote Australia. Telstra has relationships and consults with a large number of local representative groups including State farming bodies, Local Government Associations, regional development boards, local members of Federal and State Governments and local community groups. Evidence: 5.2.1 AGM job description at Appendix 2 5.2.2 See evidence at Measure 1.6 for more information Measure 5.3: Telstra local managers will continue to have contact with community leaders in the regional, rural and remote areas in which they operate. Telstra Country Wide AGMs have contact with their local community leaders on a regular basis. It is part of their role to manage these relationships in their region and makes business sense for them to do so. Evidence: 5.3.1 AGM job description at Appendix 2 5.3.2 See evidence at Measure 1.6 for more information Measure 5.4: Consultation with appropriate community leaders on implementation of any decisions regarding organisational change that may materially affect the interests of a community. Telstra consults widely with community leaders on issues that may impact on the provision of telecommunications service to local communities. This includes for example the placement/removal of payphones and the location and construction of new mobile base stations. Evidence: 5.4.1 Considerations when sitting a payphone http://telstra.com.au/abouttelstra/commitments/payphone-services/considerations/index.htm 5.4.2 Payphone Removal Criteria http://telstra.com.au/abouttelstra/commitments/payphone-services/removal-criteria/index.htm 5.4.3 Finding a location of a public payphone http://envinsaonline.mapinfo.com.au/ppol 5.4.4 Payphone provisioning criteria http://telstra.com.au/abouttelstra/commitments/payphone-services/ 5.4.5 Considerations for locations of mobile base stations http://www.telstra.com.au/abouttelstra/advice/eme/base-stations/ 6. MEASURES FOR REPORTING PERFORMANCE AGAINST THE LOCAL PRESENCE PLAN Measure 6.1: Report within 60 days at the end of the financial year on performance to meet the Local Presence Plan Evidence: 6.1.1 Report for 2006/07 submitted to Minister and ACMA by 29 August 2007 6.1.2 Report for 2007/08 submitted to Minister and ACMA by 29 August 2008 6.1.3 Report for 2008/09 submitted to Minister and ACMA by 29 August 2009 6.1.4 Report for 2009/10 submitted to Minister and ACMA by 29 August 2010 6.1.5 Report for 2010/11 submitted to Minister and ACMA by 29 August 2011 6.1.6 Report for 2011/12 to be submitted to Minister and ACMA by 29 August 2012 Appendix 1 Telstra Organisational Structure with respect to Telstra Country Wide Further contacts can be found at the following link: http://www.telstra.com.au/telstracountrywide/contact-us/index.htm
The Area General Manager (AGM) is accountable for the performance of retail points of presence within a designated area including Telstra owned stores, licensed and partner channels. The role is also the face of Telstra within their area managing community and stakeholder engagement. Accountabilities:
Telstra Regional Sales and Service Director role description Purpose: The Regional Service & Sales Director is accountable for maximising Telstra’s presence and business performance within a designated geographic region. This includes all Retail points of presence (including Telstra Owned, Licensed and Partner stores) as well as the delivery of all local services for the region. The role is accountable for the achievement of the business plans and objectives of the region including the delivery of:
The Director provides leadership and builds capability in the region to ensure current and future performance. Appendix 3 Directory: abouttelstra -> download -> document document -> Telstra’s Regional and Rural Presence Plan Download 355.24 Kb. Share with your friends:
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