Telstra’s Regional and Rural Presence Plan
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2.1. 9 Customer Experience (including net promoter system), Annual Report, http://telstra.com.au/abouttelstra/download/document/sustainability-report-2013-customer-experience.pdf 2.1. 10 Media Release, Telstra addresses data ‘bill shock’ for international roaming customers, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-addresses-data-bill-shock-for-international-roaming-customers.xml, 02 May 2013 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. Telstra has continued its strong presence on Facebook with 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 YouTube 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, Meet Telstra’s social media community managers, http://exchange.telstra.com.au/2013/01/25/meet-telstra%e2%80%99s-social-media-community-managers/ , 25 January 2013 2.2.13 Media Release, Telstra delivers industry-first customer service app via Facebook, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-delivers-industry-first-customer-service-app-via-facebook.xml, 31 July 2012. Also see Measure 2.6 below Measure 2.3: 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: 2.3.1 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 2012/13 are found at the links below:
Tablet Devices 2.3.10 Media Release, Telstra launches new 4G tablet to connect the family, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-launches-new-4g-tablet-to-connect-the-family.xml, 29 Oct 2012 2.3.11 Media Release, Telstra offers fourth generation iPad with Wi-Fi plus Cellular, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-offers-fourth-generation-ipad-with-wi-fi-plus-cellular.xml, 23 Nov 2012 2.3.12 Media Release, Telstra and Toshiba launch world’s first 4G Windows 8 Ultrabook – tablet, http://www.telstra.com.au/abouttelstra/media-centre/announcements/4g-international-roaming-between-telstra-and-hong-kong-live.xml, 28 May 2013 Home Phone and Broadband Bundles 2.3.13 Media Release, Telstra brings premium IPTV entertainment to more everyday Aussie homes, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-brings-premium-iptv-entertainment-to-more-everyday-aussie-homes.xml, 23 Apr 2013
Mobile Broadband 2.3.14 Media Release, Telstra to improve wireless coverage in regional WA by 22 percent, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-to-improve-wireless-coverage-in-regional-wa-by-22-percent.xml, 1 Aug 2012 2.3.15 Media Release, Internet access anytime, anywhere – Australians love it, http://www.telstra.com.au/abouttelstra/media-centre/announcements/internet-access-anytime-anywhere--australians-love-it.xml, 7 Aug 2012 2.3.16 Media Release, Telstra unveils roadmap to manage mobile broadband boom, http://www.telstra.com.au/abouttelstra/media-centre/announcements/internet-access-anytime-anywhere--australians-love-it.xml, 20 Feb 2013 Measure 2.4: 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: 2.4.1 Priority Assistance at: http://www.telstra.com.au/help/docs/priority-assist-policy.pdf 2.4.2 Disability products and services http://www.telstra.com.au/abouttelstra/commitments/disability-services/disability-products-services/ 2.4.3 Access For Everyone – Affordability Options http://telstra.com.au/abouttelstra/commitments/access-for-everyone/?red=/abouttelstra/commitments/accessforeveryone/index.cfm 2.4.4 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/ 2.4.5 References for Remote Indigenous Communities http://telstra.com.au/abouttelstra/commitments/access-for-everyone/?red=/abouttelstra/commitments/accessforeveryone/index.cfm 2.4.6 Services for Indigenous Communities: http://telstra.com.au/abouttelstra/commitments/access-for-everyone/ 2.4.7 Language Assistance - Telstra’s Multicultural Call Centre speaks your language at: http://www.telstra.com.au/help/contact-us/# Measure 2.5: 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: 2.5.1 Information demonstrating how Telstra products and services assist customers at: http://www.telstrabusiness.com/business/portal/online/site/businesscentre 2.5.2 Media Release, Out of the Office but Open for Small Business, http://telstra.com.au/abouttelstra/media-centre/announcements/out-of-the-office-but-open-for-small-business.xml, 19 March 2013 2.5.3 Media Release, Telstra extends IPv6 connectivity to business customers, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-extends-ipv6-connectivity-to-business-customers.xml, 25 June 2013 Measure 2.6: Telstra will continue to provide service information to its regional, rural and remote customers. Critical Information Summary From March 2013, Telstra provides a Critical Information Summary which provides the key details of products, plans, devices or service in an easy to understand and concise way. Critical Information Summaries have replaced My Offer Summaries, as required under the Telecommunications Consumer Protection Code. Evidence: 2.6.1 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 2.6.2 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 2.6.3 Customer commitments and updates on how Telstra is changing to serve customers better http://www.telstra.com.au/abouttelstra/commitments/ 2.6.4 Telstra’s Our Customer Terms available at: http://www.telstra.com.au/customerterms/ 2.6.5 Mobile Coverage Information at: http://www.telstra.com.au/mobile/networks/coverage/ 2.6.6 Critical Information Summary Example, http://www.telstra.com.au/help/critical-information-summaries/personal/ Measure 2.7: 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 2.7. 1 Media Release, Telstra to improve wireless coverage in regional WA by 22 percent, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-to-improve-wireless-coverage-in-regional-wa-by-22-percent.xml, 1 Aug 2012 2.7.2 Media Release, Telstra increases 4G coverage, http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-increases-4g-coverage.xml, 28 Aug 2012 2.7.3 NBN Trial Sites http://www.telstrawholesale.com.au/nbn/trial-sites/index.htm 2.7.4 See Measure 1.6 – Customer Facing Events 2.7.5 See Appendix 4 for others Measure 2.8: 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: 2.8.1 Coverage feedback on mobile networks at: http://telstra.com.au/mobile-phones/coverage-networks/coverage-feedback/ 2.8.2 Complaints contacts at: http://www.telstra.com.au/abouttelstra/commitments/telstra-complaints-policy/ 2.8.3 My Telstra Experience https://www.mytelstraexperience.com.au/Portal/default.aspx 2.8.4 Telstra Exchange http://exchange.telstra.com.au/about/contact/ 2.8.5 Customers can provide feedback via Facebook (Facebook log in required - Search Telstra) 2.8.6 Customers can provide feedback via Twitter http://twitter.com/#!/Telstra 2.8.7 See Measure 1.6 Measure 2.9: 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: 2.9.1 Learning and Development at Telstra http://www.telstra.com.au/abouttelstra/sustainability/our-people/index.htm 2.9.2 Blue Tick Classification Scheme allows customers to choose the best handset for their location http://www.telstra.com.au/mobile/networks/coverage/maximise.html 2.9.3 Telstra Shows Mobile Phone Coverage Test Process http://exchange.telstra.com.au/?p=6011 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/ 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/home-broadband/nbn/plans-products/ Measure 3.3 Natural disasters in 2012/2013. In 2012/13 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/advice/emergency/ 3.3. 2 Media Release, Telstra assistance package for customers affected by fires in Tasmania, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-customers-affected-by-fires-in-tasmania.xml, 05 Jan 2013 3.3 3 Media Release, Telstra customers affected by fires in Tasmania - update, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-customers-affected-by-fires-in-tasmania---update.xml, 06 Jan 2013. 3.3.4 Media Release, Telstra assistance package for customers affected by Coonabarabran fires, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-customers-affected-by-coonabarabran-fires.xml, 15 Jan 2013 3.3. 5 Media Release, Telstra assistance package for customers affected by Gippsland fires, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-customers-affected-by-gippsland-fires.xml, 18 Jan 2013 3.3. 6 Media Release, Telstra assistance package for Queensland customers affected by flooding, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-queensland-customers-affected-by-flooding.xml, 29 Jan 2013 3.3.7 Media Release, Telstra assistance package for Queensland customers affected by flooding, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-queensland-customers-affected-by-floodi-1.xml, 30 Jan 2013 3.3.8 Media Release, Telstra assistance package for northern NSW customers affected by flooding, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-northern-nsw-customers-affected-by-flooding.xml, 31 Jan 2013 3.3.9 Media Release, Telstra assistance package for Queensland customers affected by flooding, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-for-queensland-customers-affected-by-flooding-.xml , 01 Feb 2013 3.3. 10 Media Release, Telstra assistance package extended for Gympie customers affected by storms, http://telstra.com.au/abouttelstra/media-centre/announcements/telstra-assistance-package-extended-for-gympie-customers-affected-by-storms.xml, 27 Feb 2013 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. There are huge social benefits for those who are connected to new communications technologies, and Telstra has seen the transformative effects they can have in sectors such as health, disability and education. But not everyone has the access or the skills to enjoy these benefits – there remains a digital divide. That’s why the main focus of Telstra’s social and community investment is to ensure that everyone, irrespective of age, income, ability, location or disadvantage, has the ability to enjoy the benefits of being connected. With Telstra’s core telecommunications capabilities, assets, expertise and national presence, it makes good business sense for us to focus our social and community investment on getting Everyone Connected. Telstra’s Everyone Connected strategy has four key objectives:
Through the Everyone Connected programs, we focus our support on vulnerable customers, people with disability, senior Australians, Indigenous Australians and children and young people. We work in partnership with non-profit and government organisations, many of whom also provide valuable advice on our products and services. We invest beyond our regulatory obligations to provide access for everyone, and regularly review our programs to identify groups most in need, changing technologies and consumer preferences. 4.1.1 Disadvantaged and hardship customers In November 2012, we celebrated the tenth anniversary of Telstra’s Access for Everyone program which assists people on a low income or facing financial hardship to stay connected. Since 2002, we’ve provided benefits to the value of $2.2 billion. Telstra continues to work with more than 2,000 community organisations across Australia to deliver these programs. In 2012/13, the benefit provided by our low income programs was $163.5 million. This included home phone line rental concessions for around 1.2 million low-income households, rebates on Telstra bills for around 2,500 financial hardship customers every month, and distribution of around 123,000 phone cards. This year, around 1 million pensioners received a discount on fixed-line home phone services, to the value of $136.4 million. In October 2012, Telstra introduced a new targeted phone and broadband bundle plan specifically for people on a low income. We launched a new program providing $1 million worth of pre-paid mobile phone recharge cards for homeless youth and victims of domestic violence to enable them to remain connected. To find out more about Access for Everyone visit www.telstra.com.au/accessforeveryone. 4.1.2 Customers with disability 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 impairments. Our Disability Action Plan formalises Telstra’s commitment to provide great service to customers with disability and address accessibility issues. The Plan’s development and implementation involves extensive and ongoing consultation with peak disability groups. This year, Telstra completed the implementation of our fifth Disability Action Plan (2010-2012). The independent review, which was submitted to the Australian Human Rights Commission, found that of the 80 actions, 75 were completed or ongoing, three were in progress and two were not actioned due to changing business priorities. Telstra is consulting on the sixth Disability Action Plan (2013-2016) and will release it in late 2013. To find out more about our disability programs visit www.telstra.com.au/disability. 4.1.3 Indigenous Australians Please see Measure 1.6. To find out more about our Reconciliation Action Plan visit www.telstra.com.au/rap. 4.1.4 Supporting digital literacy Being confident and literate with technology is an essential skill in the digital age. This year, almost 59,000 people received the Everyone Connected digital literacy training through events, face-to-face-sessions, and educational materials such as DVDs loaned through libraries across Australia. More than 75,000 people accessed online content through a dedicated website. In January 2013, Telstra announced a partnership with the New South Wales Government to deliver the Tech Savvy Seniors program. The 18 month program will deliver digital literacy training to around 15,000 senior Australians through more than 40 community colleges and 100 local libraries, particularly in regional and remote areas of NSW. To extend the program’s reach to as many seniors as possible, self-help DVDs were distributed to libraries and key community agencies. They cover subjects such as getting started with smartphones and tablets, social networking, and online banking and shopping. To access Telstra’s free Everyone Connected training materials visit www.telstra.com.au/seniors. 4.1.5 Cyber safety Cyber safety continues to be an important issue for our stakeholders. We continued to play an active role as a member of the Federal Governments’ Consultative Working Group into Cyber Safety and Cyber Security. In August 2012, the former Prime Minister Julia Gillard launched eSmart Libraries, a multi-year, $8 million partnership between the Telstra Foundation and The Alannah and Madeline Foundation. The initiative will better equip 1,500 public libraries across the country and support library users with the skills they need for smart, safe and responsible use of technology. To date, more than 140 library employees from 100 libraries across Australia have attended training sessions as part of the eSmart Libraries pilot. Telstra delivered cyber safety seminars to more than 11,500 parents and high school students around Australia this year, and distributed a new range of cyber safety brochures for children, teens and parents. To access our free cyber safety training materials visit www.telstra.com.au/cyber-safety. 4.1.6 Digital innovation Telstra believes lives can be changed when great ideas connect with technology. By bringing ideas and technology together, we’re working to unlock the digital potential of our community partners. In 2012/13, the Telstra Foundation approved three social innovation grants to the value of $1 million. This included a partnership with the MJD Foundation to deliver a digital inclusion program for Indigenous people living with Machado-Joseph Disease (MJD) in the Northern Territory. MJD is a hereditary neurodegenerative condition, life limiting and with no known cure. The $300,000 partnership will use innovative tablet technology to deliver health services and support to 30 Indigenous MJD clients and their carers across six Arnhem Land communities. Telstra also supported ChipIn, Australia’s first non-profit crowd-funding platform, to help connect socially conscious Gen Y donors with non-profit fundraising campaigns. Over the next two years, the $460,000 partnership will establish ChipIn as a new, sustainable social enterprise, support 750 non-profits to raise more than $3 million, and up-skill hundreds of non-profit organisations to fundraise online. To find out more about the Telstra Foundation visit http://telstrafoundation.com/. Measure 4.2: Telstra will continue local marketing and community support activities, e.g., support for emergency services Telstra local managers and staff undertake a range of local activities to support communities, businesses and local government. They work with local government and regional development bodies and provide advice on infrastructure investments or applications for State and Federal telecommunications funding. We support a variety of local organisations and events through 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. Increasingly, Telstra employees want the opportunity to contribute to the communities in which they live and work. We facilitate this through paid volunteer leave for all Telstra employees, and maintain a number of partnerships that provide individual and team volunteering opportunities, both skilled and unskilled. We also provide natural and civil disaster leave, and paid blood donor leave to employees donating with the Australian Red Cross Blood Service. Telstra implement whole-of-company campaigns to raise awareness and funds to support key community causes. In addition, through Telstra’s Kids Fund, we provide $1,200 grants to enable our employees to support local community organisations where their kids are involved. In times of natural disaster, our technicians are among the first to enter affected areas. Our priority is to assist the emergency and essential services organisations with their telecommunications requirements and restore services to our customers. We provide telecommunications services to evacuation centres where we establish temporary internet and provide free loan handsets with SIM cards and free phone cards. We also make payphones in disaster areas free of charge and provide relief assistance packages to affected residential and small business customers. Telstra provided emergency response leave for our people who volunteer in the emergency services, and employees in disaster affected areas can use their annual volunteer day to support their local communities in clean-up efforts. Telstra also matches employee donations to emergency appeal accounts. Telstra’s sponsorship programs include the Telstra Road to Discovery, the Telstra Business Awards and the Telstra Business Women’s Awards. Among others, we also support Surf Life Saving Australia, Netball Australia and local sporting community groups through the Telstra Assistance Fund.
This year, Telstra simplified our disaster relief processes to continue to improve our impacted customers’ experience. Disaster affected customers are now provided with $500 upfront credits for fixed line services and $110 upfront credits for BigPond services. In 2012/13, Telstra provided disaster relief credits to the value of $176,000. In 2012/13, Telstra provided assistance packages to thousands of customers affected by the following natural disasters:
Telstra also provided more than 70,000 free calls worth $56,000 from payphones in disaster affected areas. During the Queensland floods, we trialled the provision of temporary pre-paid mobile services to people registered at evacuation centres who didn’t have a mobile phone at the time. We provided these services for 30 days with $30 account credits and distributed around 1,000 of them to both Telstra customers and non-Telstra customers. 4.2.2 Employee involvement in the community Employee volunteering In 2012/13, Telstra employees spent a total of 4,248 days volunteering within the Australian community, representing a total value of $687,000. Employees volunteered their time to a variety of activities including helping communities recover from bushfires with Habitat for Humanity, preparing and serving food to people in need with the Salvation Army or Sacred Heart Mission, and planting trees, pruning, mulching and weeding with Landcare. Telstra employees worked on approximately 45 skilled volunteering projects, saving community organisations an estimated $155,000 while helping to build our understanding of the communities in which we operate. Around one third of these projects were focused on helping organisations respond to challenges related to the web or IT. Telstra’s skilled volunteers also mentored non-profit employees, building capacity and helping with strategy and business planning. Our legal team continued its ongoing pro bono work program. Payroll giving This year, with the support of the Telstra Foundation, Telstra introduced dollar-for-dollar matched payroll giving (up to $1,000 per employee per year) and enabled employees to give to any registered charity in Australia. This has helped increase participation rates by providing an incentive to donate and the freedom to choose causes our people are passionate about. During 2012/13, 3.6 per cent of our employees made donations through Telstra’s payroll giving program, a significant increase from 1.6 per cent the previous year. Including Telstra’s matched contribution, we contributed $1.3 million to 285 charities. Telstra’s Kids Fund In 2012/13, the Telstra Foundation distributed 626 Telstra’s Kids Fund grants to the value of $751,000. These grants supported a broad range of initiatives and projects across education, sports and recreation, arts and culture, environment, health, disability and cultural diversity organisations that involve the participation of a child or young person directly related to permanent Telstra employees. 4.2.3 Sponsorship activities Telstra Business Women’s Awards The Telstra Business Women's Awards recognise the achievements of business women across the country. 4.2.3.1 Information on the Telstra Business Women’s Awards, including details on winner and state finalists. http://www.telstrabusinesswomensawards.com/ 4.2.3.1.2 Media Release, Carman’s Fine Foods owner named Australia’s Business Woman of the Year, http://telstra.com.au/abouttelstra/media-centre/announcements/carmans-fine-foods-owner-named-australias-business-woman-of-the-year.xml 22 November 2012 Telstra Business Awards The Telstra Business Awards celebrate the country’s entrepreneurs and innovators. It offers a unique chance for small to medium businesses to be recognised for their hard work, commitment and of course, success. 4.2.3.2 Information on the Telstra Business Awards, including details on winner and state finalists. http://www.telstrabusinessawards.com/ 4.2.3.2.2 Media Release, Online bike exchange races to win Australian Business of the Year title, http://telstra.com.au/abouttelstra/media-centre/announcements/index.htm , 30 August 2012 Telstra Road to Discovery Telstra Road to Discovery has been supporting independent Australian musicians for the past 11 years, fostering opportunities for emerging talent to develop and establish themselves in the music industry. On the road we discovered some amazing talent, including our first winner, Jessica Mauboy, who has gone on to achieve incredible international success. We’re continuing to travel this road to discovery with new Australian talent on board for the ride. 4.2.3.3 Details on Telstra Road to Discovery https://www.beinvolved.com.au/telstraroadtodiscovery/ 4.2.3.3.2 Media Release, Bon Jovi backs emerging Aussie artists in Telstra Road to Discovery program http://telstra.com.au/abouttelstra/media-centre/announcements/bon-jovi-backs-emerging-aussie-artists-in-telstra-road-to-discovery-program.xml, 27 June 2013 30th Telstra National Aboriginal & Torres Strait Islander Art Award In 2013, the Telstra Art Award will celebrate its 30th year. It is the longest-running art award dedicated to the work of Aboriginal and Torres Strait Islander artists and is considered the premier national event in the Australian Indigenous arts calendar. 4.2.3.4 About NATSIAA http://www.nretas.nt.gov.au/arts-and-museums/museums/natsiaa 4.2.3.4.2 29th Telstra National Aboriginal & Torres Strait Islander Art Award http://artsandmuseums.nt.gov.au/museums/natsiaa/previous-telstra-national-aboriginal-and-torres-strait-islander-art-awards/29th-telstra-national-aboriginal-and-torres-strait-islander-art-award#.Ud3o7DuLBDA Note: 30th Telstra National Aboriginal & Torres Strait Islander Art Award has not yet been announced Measure 4.3: Telstra will continue to provide information on its local marketing and community support activities Telstra communicates information on our local marketing and community support activities through a range of channels, including the telstra.com website, our blog site (Telstra Exchange), our annual sustainability report and our monthly Sustainability Matters e-newsletter. Evidence: 4.3.1 2012 Sustainability Report – Bigger Picture: Our Community, http://telstra.com.au/abouttelstra/download/document/bigger-picture-2012-community.pdf 4.3.2 2012 Sustainability Report – Bigger Picture: Our Customers, http://telstra.com.au/abouttelstra/download/document/bigger-picture-2012-our-customers.pdf 4.3.3 Sustainability Matters e-newsletter, http://telstra.com.au/abouttelstra/sustainability/reports-and-downloads/ (Monthly Newsletter tab) 4.3.4 Telstra Exchange http://exchange.telstra.com.au/ 4.3.5 Telstra Country Wide – In the Community, http://www.telstra.com.au/telstracountrywide/in-the-community/ 4.3.6 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 Low Income Measures Assessment Committee (LIMAC), 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: In the event of organisational changes that may materially affect the interests of a community, Telstra will undertake consultation on the implementation of its decision with appropriate community leaders. 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/welcome.do 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 submitted to Minister and ACMA by 29 August 2012 6.1.7 Report for 2012/13 to be submitted to Minister and ACMA by 29 August 2013 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 401.5 Kb. Share with your friends:
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