On 14 March 2002, the former ACA released its final report on its investigation into the circumstances surrounding the provision and maintenance of telephone services to the Boulding family in Kergunyah.
The key finding from the ACA's investigation is that Telstra was not in breach of any obligations under its universal service standard marketing plan or other legislative instruments. However, the former ACA recommends that significant changes be made to Telstra's customer and fault management systems and processes in order to improve its management of service faults, particularly in relation to the repair of telephone services for 'priority status' customers.
More information can be obtained from the accompanying media release.
Download report:
- ACA_boulding_investigation.rtf (RTF 7.9 mb)
- ACA_boulding_investigation.pdf (PDF 530 kb)