The Network Reliability Framework (NRF) protects Telstra customers who have up to 5 fixed telephone services. It applies to customers and services that are eligible for the Customer Service Guarantee Standard.
The purpose of the NRF is to:
- improve consumer awareness of telephone service reliability
- improve Telstra’s fixed telephone network, particularly in regional and rural Australia
- improve community confidence in the reliability of Telstra’s fixed telephone network
- give us the power to make Telstra provide reliable services or take steps to improve
Telstra is required to report against 3 levels of operation.
Level 1: national and regional performance
Telstra must publish data on the reliability of its services. It reports at a national level and in 44 regions across Australia, known as field service areas. The 2 measures of reliability are:
- the percentage of services that do not experience a fault
- the percentage of time that services are available (not waiting for repair)
Telstra publishes Level 1 performance data each month.
Level 2: local cable performance
Level 2 reviews the performance of parts of the network known as cable runs. These are sets of 10 or 100 copper wire pairs within a physical cable sheath.
Telstra must identify the 40 lowest performing cable runs each month. They must assess them for 6 months and meet the targets to improve.
The target is a 90% decrease in the volume of average network events. If they miss this target, we may check their activities more closely and direct them to take action.
Level 3: individual service performance
Level 3 examines individual service performance. Telstra must act to prevent any service from experiencing:
- more than 3 faults in any 60-day period
- more than 4 faults in any 365-day period
Telstra must report on any services that breach these thresholds. They take action to improve the reliability of services that do not meet these thresholds.