Telstra operates a vast network that relies on significant infrastructure to keep it running smoothly. There are multiple threats to our ability to ensure resilience and continuity of key processes, systems and people, including extreme weather events, natural disasters, malicious attacks, loss of third party key service providers, and human errors. We have a number of safeguards in place to ensure our customers remain connected through planned or unplanned service disruptions, and our approach includes how incidents and crises are effectively escalated and resolved.

We understand the criticality of our services to our customers, so when we don’t meet our customers’ expectations (e.g. through network congestion or prolonged network or other critical service disruptions) we can adversely impact our customers and the communities we serve.

In response to network interruptions we experienced in the second half of FY16, we embarked on expanding our network resiliency program. The program is designed to reduce the likelihood of future outages through increasing redundancy in our nodes (connection points), increasing core network capacity, implementing new procedures for key network element restarts, and improving resilience in our international connectivity.

Progress in FY17

  • We made good progress in our two-year network resiliency program, with our immediate focus being to boost our customer experience and safeguard the stability of the network.
  • The program will reduce the number of service disruptions and enable faster recovery times by:
    • simplifying our network architecture
    • increasing redundancy in equipment and paths
    • boosting core capacity and mass re-registration capability; and
    • accelerating the renewal of network equipment that is nearing end of life.
  • Our infrastructure is a long-term asset, much of it located in remote areas exposed to extreme weather conditions. Increased frequency and severity of extreme weather events can damage and disrupt our operations and service delivery. In FY17 we developed an Adaptation Framework to continuously improve how we manage our climate and extreme-weather risks.
  • We trialed the use of unmanned aerial vehicles (UAVs) for emergency management working with the Local Government Infrastructure Services in Queensland. The use of drones or UAVs can provide rapid assessments of our infrastructure as well as to support emergency services.

Find out more

Read Our material risks in the Telstra 2017 Annual Report