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Telstra is committed to fulfilling our obligations under the Customer Service Guarantee to connect and repair fixed line telephone services.
In addition, the terms of our licence as a carrier require us to publish detailed information every quarter (from 2022 onwards) on our performance in connecting and maintaining telephone services over our networks in regional Australia and dealing with inquiries and complaints in relation to those services.
The reporting obligation does not include performance information for telephone services provided over the nbn™ fixed line network.
Telstra divides its copper network into around 5,000 Exchange Service Areas (ESAs) to help us manage the regional network effectively. The information included in the report is specific to each ESA that straddles or is outside the nbn network’s fixed line footprint boundary.