Telstra 2004 Annual Report Download - page 15

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www.telstra.com.au/communications/shareholder 13
Telstra’s performance for new service connections, measured against the Australian
Communications Authority (ACA) Customer Service Guarantee (CSG) standard, continues to
perform strongly at approximately 90%. Since the CSG was introduced in 1998, there has also
been a continuous performance improvement in service repairs, particularly in regional, rural
and remote areas.
Outlook
Telstra will continue to enhance its fixed line customer experience and hence revenue through
focusing on:
∑+Providing value added services;
∑+∑ Offering attractive product bundles; and
∑∑+Competitive pricing.
As a full service provider Telstra’s advantage is its diversity of product offerings. We can balance
traditional revenues derived from the copper network with migration to new technologies, such
as mobiles, voice applications over the Internet and next generation data products.
‘Not only have we
experienced cost
savings of up to
several hundreds of
thousands of dollars
a year and increased
productivity, but
Telstra’s ESS has also
armed us with an
invaluable competitive
advantage’.
THE MARKETING DEPARTMENT
GROUP, JOINT MANAGING
DIRECTOR, MR KEVIN MOORE
TELSTRA HOME MESSAGES 101®
THE HOME PHONE REMAINS AS
RELEVANT AS EVER FOR CUSTOMERS
OF ALL AGES.
1#® TELSTRA FEATURE ASSISTANT
WITH 1#® CUSTOMERS CAN CHECK THE
STATUS OF CALL WAITING AND CALL
FORWARD FEATURES AND TURN THEM
ON AND OFF AND STORE FREQUENT
FORWARDED NUMBERS UNDER THE
CATEGORIES OF HOME, WORK, MOBILE
OR OTHER.
TELSTRA TELECARD™
TELSTRA TELECARD™ IS A CONVENIENT
CALLING CARD THAT ENABLES
CUSTOMERS TO MAKE PHONE, FAX
AND MODEM CALLS FROM MOST
PHONES IN AUSTRALIA AND MORE THAN
65 COUNTRIES. TELSTRA TELECARD™
IS ISSUED FREE AND CUSTOMERS
CAN HAVE THEIR CALLS AUTOMATICALLY
BILLED TO THEIR BUSINESS OR HOME
PHONE ACCOUNT WITH NO MONTHLY
FEES OR CREDIT CHARGES.
PERFORMANCE INDICATORS (millions) June 2004 June 2003 %Change
Basic access lines in service 10.37 10.46 (0.9)
Local calls 9,397 9,794 (4.1)
National long distance minutes 8,520 9,161 (7.0)
Fixed-to-mobile minutes 4,226 3,944 7.2
International direct minutes 651 740 (12.0)
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