Telecom Performance Indicators April 96 - September 96

Robyn McDonald Consumer Affairs

Telecom Performance Indicators
April 96 - September 96

MEDIA RELEASE

Wednesday 18 December 1996

TELECOM'S FAULT FIXING NOT WHAT IT SHOULD BE

"Telecom's performance in fixing faults is not what it
should be. Consumers want problems with their phone service fixed within a
reasonable time and do not want to listen to excuses about poor performance,"
said Hon Robyn McDonald, Minister of Consumer Affairs today.

The Telecom performance indicators released today show that
the number of consumers who have had to wait more than 4 days for their phone to
be fixed has increased by 133 percent. The number of faults cleared within 24
hours also decreased. Written complaints have jumped by over 70 percent as
consumers have voiced their dissatisfaction with this poor fault fixing
performance.

This performance in fixing faults is just not acceptable to
consumers. Telecom should be able to make contingency plans to cover the worst
events so that consumer's phones get fixed; this includes poor weather and
lawful industrial action.

The other performance indicators remained at high levels or
improved. For instance, the number of call minutes lost due to exchange outages
fell by almost 50 percent.

In this day and age, consumers are demanding a reasonable
level of service be provided. Consumers, while satisfied that performance is
reasonable in other areas, will certainly expect to see improvements in
Telecom's ability to fix any problems with their phone.

Ends

Telecom Performance Indicator Summary

On 31 October 1995, the Telecom performance indicator
agreement was revised. Under this revised agreement, the number of performance
indicators has increased from 10 to 15. New indicators that measure exchange
outages, the number of party lines, correct white pages listing and complaints
were agreed upon.

The new indicators are not directly comparable with those
previously and therefore comparisons are only available with the previous
period. The comparison with the previous period shows a deterioration in
Telecom's fault service. This deterioration is behind the jump of written
complaints.

On a positive note, the number of call minutes lost due to
exchange outages dropped sharply. The other indicators relating to installing
residential phones, providing payphones and directory assistance service has
remained at high levels.

The main points are:

  • the number of faults outstanding after 4 days increased by 133% to 7% of all faults;
  • the percentage of faults that were cleared within 24 hours decreased by 10% from 60 percent to 54%;
  • the number of fault reports per 100 circuit ends increased by 12.2% from 41 to 46;
  • the number of written complaints about Telecom's service increased by 74.1%; and
  • 96% of service requests met the customers requested installation time. Only 0.7% of service requests were outstanding after 96 hours.

Overall, Telecom's performance has declined significantly in the faults area. Performance in other areas has improved or remained at similar levels compared to the previous period.

Residential Quality of Service Indicators

Service Provision

1. The percentage of service requests that meet the customer's requested installation time.

Oct 95- Mar
96
Apr 96-Sept
96
>94

>93

2. The percentage of intact service orders completed within 24 hours if requested by the customer

Oct 95- Mar 96 Apr 96-Sept 96
>96 >96

3. The percentage of intact service orders
that are not completed within 48 hours if the request by the customer is for
installation with 24 hours.

Oct 95- Mar 96 Apr 96-Sept 96
>0.7 >0.7

4. The percentage of service requests outstanding 96
hours after the installation date requested by the customer.

Oct 95- Mar 96 Apr 96-Sept 96
0.7 1.0

Availability of Electronic Exchange
Services

5. Call-minutes lost in electronic exchange
outages

Oct 95- Mar
96
Apr 96-Sept
96
>52 >27

6. Number of party-lines

Oct 95- Mar
96
Apr 96-Sept
96
>960 >808

Directory Assistance

7* Average time to answer
directory assistance calls (seconds)

Apr 91- Sept 91 Oct 91- Mar 92 Apr 92- Sept 92 Oct 92- Mar 93 Apr 93- Sept 93 Oct 93- Mar 94 Apr 94- Sept 94 Oct 94- Mar 95 Apr 95- Sept 95 Oct 95- Mar 96 Apr 96- Sept 96
>18.2 >16.6 >11.1 >14.9 >11.7 >20.3 >16.5 >18.4 >14.6 >10.6 >10.5

8* Average time to handle
directory assistance calls (seconds)

Apr 91- Sept 91 Oct 91- Mar 92 Apr 92- Sept 92 Oct 92- Mar 93 Apr93- Sept 93 Oct 93- Mar 94 Apr 94- Sept 94 Oct 94- Mar 95 Apr95- Sept 95 Oct 95- Mar 96 Apr 96- Sept 96
>35.2 >35.5 >35.5 >34.9 >31.3 >34.2 >35.8 >35.7 >34.3 >33 33

Directory Listings

9. The percentage of correct residential white
page listings (as a percentage of total residential listings)

Oct 95- Mar
96
Apr 96-Sept
96
>99.96 99.95

Complaints

10. The number of written residential escalated
complaints regarding any aspect of service or getting service

Oct 95- Mar
96
Apr 96-Sept
96
>649 >1130

Faults

11* Faults per 100 residential
circuit ends

Apr 91- Sept 91 Oct 91- Mar 92 Apr 92- Sept 92 Oct 92- Mar 93 Apr 93- Sept 93 Oct 93- Mar 94 Apr 94- Sept 94 Oct 94- Mar 95 Apr95- Sept 95 Oct 95- Mar 96 Apr 96- Sept 96
>55 >45 >45 >42 >42 >47 >48 >50 >47 >41 46

12. Percentage of repair commitments that meet the
customer's request

Oct 95- Mar
96
Apr 96-Sept
96
>78 >80

13. Percentage of faults cleared within 24
hours

Oct 95- Mar
96
Apr 96-Sept
96
>60 >54

14. Percentage of faults outstanding after 96
hours

Oct 95- Mar
96
Apr 96-Sept
96
>3 >7

Payphones

15* Availability of electronic
payphones

Apr 91- Sept 91 Oct 91- Mar
92
Apr 92- Sept 92 Oct 92- Mar 93 Apr 93- Sept 93 Oct 93- Mar 94 Apr 94- Sept 94 Oct 94- Mar 95 Apr 95- Sept 95 Oct 95- Mar 96 Apr 96- Sept 96
>97.7 >98.1 >98.1 >98.5 >99.1 >98.7 >98.6 >95.3 >96.4 >98 98

* Telecom performance indicators which can be compared with the original indicators.