Telstra

Telstra likes to talk the talk on customer service but it struggles to walk the walk.

Despite what former Telstra PR boss Phil Burgess liked to tell anyone who would listen, Telstra doesn’t appear to top the list of Australia’s most-loved companies.

Scratch the surface and there is a simmering layer of anger at the country’s biggest telco provider over a range of problems, as evidenced by the sharp increase in complaints about customer service to the Telecommunications Industry Ombudsman (TIO) – up 142% in 2008.

Continue reading "Hang up on Telstra, but let them know why" »

“It is the government’s clear desire for Telstra to structurally separate, on a voluntary and cooperative basis.” - Communications Minister Stephen Conroy.

Let’s cut to the chase. There is nothing “cooperative” about what the government wants to do to Telstra. This morning’s announcement from Stephen Conroy, fulfilling his veiled threats to the giant company pretty much since winning government, is the end of Telstra as we know it. The 600-pound gorilla of the telecommunications industry will never be the same again.

The government’s new laws, flagged late last year when it spectacularly locked Telstra out of the national broadband network project, are designed to break up the company and prevent it from undermining the NBN. In short, Telstra can’t continue to be the dominant force in all corners of the market.

Continue reading "Cooperation with Telstra? Give us a break" »

Like most people the only mail I enjoy getting are personal letters, invitations and birthday cards. Like most people I also hate getting bills.

They’re inefficient, a waste of paper, postage and labour. I also hate lining up to pay them, and don’t hang out for “personal interaction” with the lady at the Post Office.

I also never remember to find a post box and when I have something to send by mail usually find it in the bottom of my hand bag ten days after it was due.

Continue reading "Bring on the death of paper billing and paying in person" »

We always knew Sol Trujillo was a smooth talker. Now we know just how smooth. His replacement at Telstra, David Thodey, will be paid at least $1m, and possibly as much as $4m, less a year.

Details of Thodey’s contract, released to the ASX this morning, actually say more about Trujillo than his successor. Trujillo may not have been able to bend the government to his will but he could sure strike a good deal with a pliant Telstra board.

Thodey, who colleagues say is a good negotiator, will be paid $2m a year. Trujillo got $3m. Thodey could top up his pay with another $7.2m in bonuses if he hits certain targets. Trujillo’s bonuses could run to $10m. If Thodey, and Telstra, hit every target in the coming year, he could earn up to $9.2m. Trujillo took home $13.4m last financial year.

Continue reading "Deal for new Telstra boss shows how good Sol was" »