Level 1: National and field service areas
Level 1 of the network reliability framework (NRF) requires Telstra to publish monthly data showing the reliability of services on a national basis and in 44 different field service areas (FSAs) covering Australia. This level of the NRF is designed to inform the public about the reliability of services generally.
The two reliability measures under Level 1 are:
- the percentage of services subject to the Customer Service Guarantee (CSG services) that did not experience a fault; and
- the availability of CSG services. (This measure examines the total time all services were available and presents it as a percentage of the total possible time all services could have been available for the month if no services experienced a fault).
The ACMA also uses data provided under Level 1 of the NRF to calculate:
- the average time taken to restore fault-affected CSG services.
Level 1(a): Percentage of CSG services with no fault
The graph below shows the percentage of CSG services not experiencing a fault on a monthly basis. For example, in June 2017, 98.52 per cent of CSG services did not experience a fault. Alternatively, this can be read as 1.48 per cent of services did experience one or more faults during June 2017.
The Level 1(a) graph indicates that performance is seasonal. Generally, Telstra's highest performance occurs during winter months, while its lowest performance occurs in summer months when some areas of Australia are more likely to experience extreme seasonal weather conditions.
Level 1(b): Availability of CSG services
The graph below shows the percentage of time during the month that CSG services were available represented as a percentage of the total time that services would be available if no services experienced a fault. For example, CSG services were available 99.87 per cent of the total possible time for June 2017.
The Level 1(b) graph shows that performance against this measure is also seasonal, with the higher performance usually occurring during winter months and the lower performance occurring in summer months.
Level 1(c): Average downtime of fault-affected CSG services
The graph below shows the average time taken to restore fault-affected CSG services. For example, CSG services which experienced faults in June 2017 were on average unavailable for 91 hours.
It should be noted that results for this measure cannot be directly compared with performance against CSG fault repair timeframes. This is because:
- some services may have more than one fault in the month;
- the CSG allows for different repair timeframes depending on the location of the service; and
- the CSG timeframes are based on working days, not elapsed time.
The Level 1(c) graph indicates that performance against this measure is also seasonal. The average time taken to repair fault affected services is generally higher in summer months.
Performance of field service areas in Australia
Telstra also provides Level 1 data for 44 different field service areas (FSAs) in Australia.
Telstra's performance against the Level 1 measures in each of these FSAs and nationally is available by clicking below.
- Level 1(a): the percentage of CSG services that did not experience a fault
- Level 1(b): the percentage of time that CSG services on were available
- Level 1(c): the average time taken to restore fault affected services
The central business districts of capital cities are generally among the highest performing FSAs, while the less densely populated rural and remote areas are frequently the lowest performing FSAs. In addition to population density, analysis has shown that levels of rainfall and lightning activity are also strong determinants of performance.
For further information about the NRF, please contact the ACMA’s Customer Service Centre on 1300 850 115 or email@example.com.