Level 3: Individual services
Level 3 of the NRF is primarily designed to reduce the number of services experiencing a high level of recurrent faults and in so doing, improve the overall reliability of the network for these customers. Telstra is required to take pre-emptive action to prevent individual services from experiencing:
- four or more faults in a rolling 60-day period - a level 3(a) breach; or
- five or more faults in a rolling 365-day period - a level 3(b) breach.
Telstra must report any services that fail to meet these thresholds to the ACMA, along with details of the faults, what was done to repair them, and what remediation action will be done to ensure the recurrent faults do not occur again. The ACMA may require Telstra to submit a new plan for remediating a service if the ACMA does not believe Telstra's proposal is sufficient.
A service which breaches the Level 3 thresholds will undergo remediation, followed by a monitoring period of eight months. If faults occur during the monitoring period that are assessed as related to the faults that caused the initial contravention of Level 3 of the NRF, Telstra is required to re-examine its remediation and consider further remediation of the service.
Level 3 performance data
The Level 3(a) graph below shows the number of services experiencing four or more faults in a rolling 60-day period from June 2012.
The Level 3(b) graph below shows the number of services experiencing five or more faults in a rolling 365-day period from June 2012.
Note: revised NRF Level 3 licence conditions commenced in October 2006.
For further information about Telstra's obligations under the NRF, please contact the ACMA’s Customer Service Centre on 1300 850 115 or email@example.com.