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PHONES / HOME

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

By Oonagh Reidy | Monday | 13/01/2014

Hefty $500,000 fine for landline 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.'

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