Carriers get an ACA report card

Most Australian telcos meet or match the Australian Communications Authority's Customer Service Guarantee Standard and improved customer service levels in the June quarter, according to the commission.

However, Telstra's performance record in repairing faults in time for priority assistance customers declined to the lowest level since reporting began in the March 2003 quarter.

ACA acting chairman Bob Horton said Telstra had advised the ACA of initiatives it has implemented to improve performance and there are early indications that these are having some effect.

"The ACA asked Telstra to explain its priority assistance performance and Telstra advised that factors affecting its performance included computer system errors, fault repairs not being fast-tracked, incorrect information entered into the system and late job dispatching," Horton said, adding that service connection performance, for the most part, improved or remained stable.

Paul Slocum from the ACA said the issue amounts to some system outages caused by delays in workgroups getting orders, essentially a systems fault.

Telstra claimed 11 exemptions from the service guarantee standard, a reduction of 1.3 percent for the same period in 2003. Optus did not claim any exemptions from the CSG Standard during this period.

National new service connections by Telstra and Optus remaind at or above CSG timeframes at 92 percent, an improvement on the same period in 2003. Primus reported a decline in new service connections.

Telstra, Optus and Primus all improved in-place connections to at or above 98 percent complete within the CSG timeframes.

Telstra's performance against the Network Reliability Framework showed across-the-board improvement in the June 2004 quarter; since March 2004 the national monthly percentage of services without a fault has remained at or above 2003 levels and in July reached the highest monthly recorded figure since January 2003 at 99.22 percent.

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