25 November 2005
ACMA approves improved arrangements for priority assistance customers
The Australian Communications and Media Authority has approved changes to Telstra's priority assistance arrangements. The changes streamline the application process for priority assistance customers, extend the renewal period from one to three years and mean customers will no longer have to renew their registration when they move house.
‘The approved changes build on existing arrangements and will deliver improved service levels for priority assistance customers,’ said Lyn Maddock, Acting ACMA Chair.
Priority assistance is an enhanced telephone connection and fault repair level of service for people with a diagnosed life-threatening medical condition who are at risk of suffering a rapid, life-threatening deterioration in their condition.
The changes are contained in a variation to Telstra’s Priority Assistance for Individuals Policy, an appendix to its Standard Marketing Plan, which is available on the Telstra website, www.telstra.com.
A variation to a Standard Marketing Plan is subject to approval by ACMA in accordance with section 12W of the Telecommunications Act 1997. ACMA has a discretion as to whether it will require a provider to publish a draft variation to a Standard Marketing Plan for public comment. ACMA does not consider public consultation is warranted in this instance, given the substantial public consultation that occurred in a review of the policy by the Australian Communications Authority in 2004.
Media contact: Donald Robertson, ACMA Media Manager on (02) 9334 7980.