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Issue 8, June 2010

Message from Paul Geason

In this edition of our newsletter, we share the many improvements we have been making to our service delivery as part of our commitment to delivering better service to our customers. 

At Telstra Wholesale, we want our customers to build their future with us, and we recognise that for this to happen, we must remain responsive to their needs. 

Meet our people

Telstra Wholesale’s Business Operations Managers are our primary operational interface with our customers and offer valuable knowledge, skills and practical support to ensure we deliver excellent customer service.

Responding to our customers’ feedback

Improving our levels of customer service and satisfaction is a priority for Telstra Wholesale. Recently, we invited customers to participate in our 2010 customer experience survey.  Director, Customer Service and Satisfaction, Di Fulton, shares some of the improvements we have made in response to feedback from the last survey..

New solutions target business market

Telstra Wholesale recently created a suite of data solutions that is simpler to understand and easier for our customers to manage. We can now offer data solutions for Business Access services which are supported by a single contract, simplified pricing, as well as streamlined quoting, ordering and billing processes.

Lifting the lid on Operational Separation 

Telstra is subject to a set of obligations called Operational Separation to ensure Telstra does not favour its retail business over its wholesale business. But what exactly does Telstra do to comply with its obligations? In this issue we lift the lid on how we manage Operational Separation obligations in our business.

Industry news and trends

The number of dial-up subscribers continues to plummet, digital subscriber line (DSL) connections have peaked and more Australians are connecting to the internet via wireless broadband according to the latest report into Internet Activity released by the Australian Bureau of Statistics (ABS) on 30 March, 2010.

Did you know?

Paul Geason and Di Fulton recently featured in the Customer Service Institute of Australia’s magazine, ‘Customer Service Excellence’. They talked about our commitment to delivering higher levels of service to our customers. Read the profile here.

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