Telstra puts network reliability report online

Telstra has updated its Web site to enable customers to see current and past network reliability in their region and across the country.Telstra group managing director for infrastructure services, Michael Rocca, said the site allowed anyone with Internet access to see the "reliability of Telstra's network.

Telstra has updated its Web site to enable customers to see current and past network reliability in their region and across the country.

Telstra group managing director for infrastructure services, Michael Rocca, said the site allowed anyone with Internet access to see the "reliability of Telstra's network."

"Customers will be able to track network reliability performance over the 13 months since the Network Reliability Framework (NRF) was introduced, with data being updated monthly," Rocca said.

The network reliability report enables readers to identify the reliability of Telstra's network in their geographical area and to compare that performance against the national average and other geographical areas.

The framework also requires the performance data to be provided to the Australian Communications Authority (ACA) together with information on any exchange service areas or individual telephone services, which have experienced a number of recurrent faults in excess of the thresholds set out in the framework.

Rocca said the data will be used to "direct network investment initiatives, improving reliability by removing the underlying causes of multiple faults on individual customer's services" and also in other parts of the network.

Rocca claims that when faults do occur, "Telstra is repairing them faster than in the past."

"It is a matter of public record that Telstra has improved its service to customers in urban, regional, rural and remote areas. In 1998 we were repairing 70 per cent of faults to legislated timeframes. Since 2000 we have regularly achieved quarterly performance of 90 per cent and above," he said.

According to the recent report in the Telstra Web site, network reliability in June remained "very high" throughout the 44 geographical areas.

The percentage of Customer Service Guarantee (CSG) services experiencing no CSG faults varied in a narrow band from a low of 98.49 percent to a high of 99.87 percent.

The report also claims that the national average was 99.15 percent, "which means that less than 1 percent of CSG services experienced a CSG fault in the month of June 2004." The percentage of time on average that services were operable in all geographical areas had a national average of 99.94 percent.

The report includes Telstra's performance against CSG performance indicators such as the provision of new telephone services, the restoration of faulty telephone services and other appointments associated with these activities.

The report also contains Telstra's performance against other performance indicators, including mobile telephone services, call centre customer access, payphone services and customer complaint managements.

Telstra will be publishing its online CSG fault volumes on a quarterly basis.

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