A number of key principles relate to the provision of a public payphone. For example, we will:
- acknowledge, consider and respond to all requests from any person in Australia for a payphone service;
- make all reasonable efforts to assess the demand for payphone services from all sections of the community who are users of payphone services; and
- consult with local communities and Local Government authorities on the type, proposed installation or proposed removal of a payphone service in accordance with the Telecommunications Universal Service Obligation (Public Consultation on the Location or Removal of Payphones) Determination 2011.
Applications and enquiries regarding the provision of a public payphone can be made in relation to the:
- supply and installation of a Telstra payphone at a particular location or business;
- supply and installation of additional Telstra payphones at a particular location or business;
- change of an existing location of a Telstra payphone; or
- reduction in the number of, or removal of a, Telstra payphone at a particular location or business.
An application for the installation of a public payphone must meet the requirements of an eligible payphone request, as outlined in the Telecommunications Universal Service Obligation (Location of Payphones) Determination 2011. An eligible payphone request must be made by a duly authorised person on behalf of:
- five or more individuals who would be directly affected by the operation of a payphone at the particular location that is the subject of the request;
- 100 or more individuals who reside in the vicinity of the proposed new payphone site or otherwise have a demonstrated interest in the location of the payphone at the particular location that is the subject of the request;
- the local government body with responsibility for the particular location that is the subject of the request; or
- an authority or institution of the State or Territory in which the particular location that is the subject of the request is located.
An eligible payphone request must contain:
- the name of the person making the request;
- the name of the persons, local government body or authority or institution on whose behalf the request is made;
- details of means by which the person or persons, local government body or authority can be contacted;
- details of the site, or sites, at the particular location at which it is requested that a payphone or payphones be located; and
- reasons why a payphone should be located at the particular location.
An eligible payphone request may also specify the type of payphone that is requested to be located at the particular location, such as whether the request is for:
- a coin and card operated payphone;
- a card only operated payphone; or
- a TTY payphone.
Enquiries concerning the installation, relocation or removal of Telstra payphones, including the process for public consultation on their location and the resolution of any complaints about their location, can be made by any person or community group in writing to:
Payphone Siting Manager
Locked Bag 6658
Sydney, NSW, 1100
or emailing us or by contacting the payphone enquiry line on FREECALL™ 1800 011 433*.
Reporting a payphone that needs attention, can be made by contacting the payphone fault line on FREECALL™ 1802244*.
In the event a caller continues to have concerns, find out more about our complaint management processes.
* Free call from Telstra Operated Payphone