As the leading telecommunications provider in one of the world’s most competitive markets, we recognise that our success depends on how well we serve our customers. Our commitment to provide the highest level of customer service is detailed in our Customer Service Charter.
Telstra’s commitment to the highest possible standards of service is backed up by a comprehensive system of telecommunications regulations set down by the industry itself and the Commonwealth Government.
The Network Reliability Framework (NRF) was implemented on 1 January 2003 and requires Telstra to publicly report the performance of its network in 44 geographical areas of Australia on a monthly basis. The Network Reliability Report is a monthly report that enables readers to view the reliability of Telstra's network in their geographical area.
The Network Reliability Framework also requires this network reliability performance data to be provided to the Australian Communications and Media Authority, together with information on those parts of the network and individual telephone services that have met specified thresholds as indicated in the Network Reliability Framework.
Further Information on Telstra's customer service performance against set standards is also provided in Telstra's Service Performance Report. This quarterly report shows Telstra's performance against the CSG Standard and a range of payphone performance indicators.