Do I need to pay for Telstra fault services?

Telstra will fix any network faults up to the Network Boundary (see dotted line in diagram below) in accordance with your telephone rental agreement. Any equipment connected beyond this point is 'privately maintained', except for Telstra rental phones or Telstra-supplied disability equipment.

If the technician determines the fault is with your privately maintained equipment (eg cordless/fixed phone, answering machine, modem, extension lead, double adaptor, burglar alarm) a Service Charge of $105 will apply.

What are Telstra's obligations?

Telstra is responsible for maintaining its network up to the network boundary point.

The network boundary point is usually at:

§  your first phone socket or

§  if it exists, at the Main Distribution Frame.

Most apartment blocks and office buildings have a Main Distribution Frame.

What are your obligations?

You are responsible for the installation and maintenance of all cabling and telephone equipment beyond the network boundary point.

Cabling installed incorrectly may result in phones, internet and alarm systems not working properly.

Telstra charges a fee for any internal wiring problems past the network boundary, and we are happy to provide a quote. You may use Telstra or any cabler with an ACA licence.