Hurry Up, Telstra: $0.5M Fine For Phone Delays

Written by Oonagh Reidy     13/01/2014 | 09:04 | Category: HOME

Hefty $500,000 fine for landline delays

Hurry Up, Telstra: $0.5M Fine For Phone Delays

The nations biggest telco forced to cough up a hefty $510,000 penalty to the Australian Communications and Media Authority (ACMA) last week, for failing to connect new landline customers on time, during 2012-13 financial year.

The telco failed to meet two of seven of ACMA's Customer Service Guarantee(CSG) benchmarks for new landline connections in both urban and remote areas, the Authority said. 

On urban landline connections, the telco fell short of the benchmark by 4000, or 1.4% of all new connections. In remote areas, this shortfall was just 8 connections, or 1%. 

CSG benchmarks provide safeguards for fixed-line customers for service connection, repairs and attending appointments with customers. 

The watchdog noted Telstra's early responses and its open engagement, once official warnings were issued, and also 2012-13 was marked by extreme weather events which affected its fixed line network.

ACMA also issued a formal warning to Telstra for breaches of regulatory requirements related to consultations on eight payphone removals. 

'I welcome Telstra's improvements already implemented and its commitments to the ACMA to further improve its internal governance in these areas of operations, as well as its operational processes and systems,' said ACMA Chairman, Chris Chapman.

'Telstra has also committed to more regularly engage with the ACMA about its service improvements and performance.'

Breaking News

  • $120,000 Samsung Ultra HD 105

    $120,000 Samsung Ultra HD 105" TV Goes On Sale
    24 hours after arch rival LG announced the World's First Curved ULTRA HD 4K OLED TV Samsung has put their 105-inch Ultra HD television which was first shown at CES on sale for a cool $120,000.