Extract from TELECOMMUNICATIONS PERFORMANCE MONITORING REPORT No. 61 June Quarter 2008

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1 Extract from TELECOMMUNICATIONS PERFORMANCE MONITORING REPORT No. 61 Optus Regulatory Affairs July 2008

2 SingTel Optus Pty Limited ABN Telecommunications Performance Monitoring Report No. 61 This is Optus 61 st Performance Monitoring Report. The results presented in this report show a continued high level of performance in the delivery of services by Optus people, systems and networks. Corporate and Regulatory Affairs Optus July 2008

3 SingTel Optus Pty Limited ABN Table of Contents KPI 1 KPI 2 KPI 3 KPI 4 Measure of performance in meeting requests for connection of in-place services. Measure of performance in meeting requests for connection of specified call handling features to in-place services. Measure of performance in meeting CSG timeframes for the connection of new services. Measure of performance in meeting CSG timeframes for the restoration of services KPI 5 Measure of performance in meeting appointments with customers. 10 KPI 6 Measure of performance in decisions and payments for CSG compensation. 11 KPI 7 KPI 8 KPI 9 KPI 10 Indicator of carrier and CSP performance in responding to calls from customers for assistance, other than directory assistance. Indicator of carrier and CSP performance in responding to calls from customers for assistance with telephone numbers. Indicator of performance in terms of consumer dissatisfaction with particular aspects of provision of a standard telephone service as measured by complaints. Measures performance of the carriers in being able to establish connections for the purpose of local calls, national long distance calls and direct dial international long distance calls

4 SingTel Optus Pty Limited ABN KPI No 1. Customer Service Guarantee Performance Measure of performance in meeting requests for connection of in-place services. 1. Carriers should provide the total volume of all connection requests for up to and including 5 in-place services. 2. Carriers should provide volume and percentage of all connection requests for up to and including 5 in-place services met within CSG timeframes. 3. Carriers should provide volume and percentage of all connection requests for up to and including 5 in-place services NOT met within CSG timeframes. 4. Carriers should provide volume and percentage of all connection requests for up to and including 5 in-place services for which the carrier has claimed an exemption from the performance standards. 5. Reporting of extreme cases of failure against CSG timeframes. This data is provided as a combination of data for in-place and new connections. Notes: Activity for in-place connections is restricted to urban NSW, VIC & QLD. Only customers in Sydney, Brisbane and Melbourne are able to connect to the Optus network with customers in other areas connecting via Telstra network. KPI 1 Performance - Percentage Q Q Q Q % Met Within CSG NSW Vic Qld National % Not Met Within CSG NSW Vic Qld National % Exemption Claimed NSW Vic Qld National

5 SingTel Optus Pty Limited ABN KPI No 2. Customer Service Guarantee Performance Measure of performance in meeting requests for connection of specified call handling features to in-place services. The ACMA has advised that reporting against this performance measure is no longer required.

6 SingTel Optus Pty Limited ABN KPI No 3. Customer Service Guarantee Performance Measure of performance in meeting CSG timeframes for the connection of new services. 1. Total volume of all connection requests made. 2. Volume and percentage of all connection requests met within CSG timeframes. 3. Volume and percentage of all connection requests NOT met within CSG timeframes. 4. Volume and percentage of all connections where Optus is claiming an exemption. 5. Extreme cases of failure. This data is provided as a combination of data for in-place and new connections, and appears under KPI 1. Notes: The level of CSG performance in SA and WA (as well as in other states) reflects that the process of activating ULL services continues to be a complex one, particularly for new connections made in multi dwelling units (MDU). Optus is currently in the process of implementing a new system, based on an ACCC Final Determination regarding ULLS/MDU access. The level of CSG performance during the quarter was also influenced by extreme weather events. During the quarter, Optus claimed 13 mass service disruptions (MSDs) as a result of extreme weather events. A summary of the MSDs claimed is provided below. In Victoria, Optus claimed an MSD for extreme weather events in the North West and South East regions of Melbourne for the period 4 April 21 April In New South Wales, Optus claimed MSDs due to extreme weather events as follows: from 23 April 12 May 2008 in the Nova Coast and Hunter region; from 5-27 June 2008 in the Sydney region; from 5 20 June 2008 in the Central Coast and Hunter region (with an extension issued until 4 July 2008); and from 5-20 June 2008 in the Mid North Coast region. In Queensland, Optus claimed MSDs due to extreme weather events as follows: from 28 April 5 May 2008 in the Darling Downs region of Queensland; from the 3 27 June 2008 in the Central Coast; and from the 4 30 June 2008 in the Brisbane region. In Tasmania, Optus claimed an MSD due to extreme weather events from the 4 21 April In Western Australia, Optus claimed MSDs due to extreme weather events as follows: from 18 April 5 May 2008 in Perth and the South West region and from 4-16 June 2008 in Perth and the South West region. In the majority of instances described above, Optus applied exemptions to resale services only. This has resulted in a low % Exemption Claimed figure being reported in the table below because all new connections were on Optus own network, that is our ULL network, rather than via resale services.

7 SingTel Optus Pty Limited ABN KPI 3 Performance - Percentage Q Q Q Q % Met Within CSG NSW Vic Qld SA WA National % Not Met Within CSG NSW Vic Qld SA WA National % Exemption Claimed NSW Vic Qld SA WA National

8 SingTel Optus Pty Limited ABN KPI No 4. Customer Service Guarantee Performance Measure of performance in meeting CSG timeframes for the restoration of services. 1. Total volume of requests for service restoration made. 2. Volume and percentage of all requests for service restoration met within CSG timeframes. 3. Volume and percentage of all requests for service restoration NOT met within CSG timeframes. 4. Volume and percentage of all restorations where Optus is claiming an exemption. 5. Extreme cases of failure. Notes: Customers can only connect directly to the Optus network in Sydney, Melbourne and Brisbane, and in some urban areas in SA and WA. Customers in other areas, and in some urban areas in SA and WA, are connected to the Telstra network. Na - no activity Comments: Small population sizes in some areas reduce the statistical significance of the data. The data for the % not met within the CSG timeframes for NT, TAS and some urban areas in SA and WA represents delays associated with services directly connected to the Telstra network and supplied by Optus on a re-sale basis. The data reveals a clear differentiation between the fault rectification performance for Optus' direct-connect customers and that offered by the underlying network provider of local access resale services to customers in each reported category. Data provided by Optus' Customer Fault Management area, who deal with both direct-connect and resale faults, clearly shows the differentiation in service as follows: Local Telephony (direct-connect) Local Access Resale Mean Time To Restore % Faults Restored within 24 hours 94.97% 49.90% NB: These figures are for the April to

9 SingTel Optus Pty Limited ABN KPI 4 - Restoration of Service - Detailed breakdown by State - Percentage Rural Remote All Q Q Q Q All Rural Remote All All Rural Remote All All Rural Remote All % Met Within CSG NSW/ACT Vic Qld Na Na Na 77.6 SA Na Na 71.0 WA TAS Na Na Na Na Na Na 90.0 NT Na Na Na Na 85.0 National % Not Met Within CSG NSW/ACT Vic Qld Na Na Na 22.4 SA Na Na 29.0 WA TAS Na Na Na Na Na Na 10.0 NT Na Na Na Na 15.0 National % Exemption Claimed NSW/ACT Vic Qld Na Na Na 7.1 SA Na Na 9.9 WA TAS Na Na Na Na Na Na 30.0 NT Na Na Na Na 5.0 National All

10 SingTel Optus Pty Limited ABN KPI No 5. Customer Service Guarantee Performance Measure of performance in meeting appointments with customers. 1. Volume of all appointments made (for connection and faults). 2. Volume and percentage of all appointments (for connection and faults) in Urban and Major Rural areas met and not met within the provisions of the CSG standard. 3. Volume of fault appointments made. 4. Volume and percentage of fault appointments met and not met 5. Volume of connection appointments made 6. Volume and percentage of connection appointments met and not met 7. Volume and percentage of all appointment requests made (faults and connections) which are exempt % Met Within CSG NSW VIC QLD National % Not Met Within CSG NSW VIC QLD National The ACMA has requested that this KPI be reported annually. The next report which will contain this data will be the June Quarter 2009 Report. Notes: Optus appointments meeting performance was impacted by the ongoing complexity of the ULL activation process. Optus is currently in the process of implementing a new provisioning system for new ULL based connections made where services are in place for multi dwelling units (MDU) following a Final Determination by the ACCC on ULL/MDU access. In addition, Optus ability to meet appointments with customers within CSG timeframes was also affected by a higher than average number of mass service disruptions claimed due to extreme weather events.

11 SingTel Optus Pty Limited ABN KPI No 6. Customer Service Guarantee Performance Measure of performance in decisions and payments for CSG compensation. Optus CSG processes ensured that all records where reviewed within 14 days ad ensured that these customers were notified and credited where appropriate within 14 weeks of the decision.

12 SingTel Optus Pty Limited ABN KPI No 7. Call Centre Performance Indicator of carrier and CSP performance in responding to calls from customers for assistance, other than directory assistance. The ACMA has advised that reporting against this performance measure is no longer required.

13 SingTel Optus Pty Limited ABN KPI No 8. Directory Assistance Performance Indicator of carrier and CSP performance in responding to calls from customers for assistance with telephone numbers. ACMA has advised that reporting against this performance measure is no longer required.

14 SingTel Optus Pty Limited ABN KPI No 9. Information about Complaints Indicator of performance in terms of consumer dissatisfaction with particular aspects of provision of a standard telephone service as measured by complaints. ACMA has advised that reporting against this performance measure is no longer required.

15 SingTel Optus Pty Limited ABN KPI No 10. Network Loss Measures performance of the carriers in being able to establish connections for the purpose of local calls, national long distance calls and direct dial international long distance calls. 1. For the total number of calls through all exchanges, the estimated mean value for network loss, if the estimated mean value exceeds 1%. 2. For carriers with metropolitan and non-metropolitan exchanges, for all metropolitan exchanges, the estimated mean value for network loss, if the estimated mean value exceeds 1%. 3. For carriers with metropolitan and non-metropolitan exchanges, for all nonmetropolitan exchanges, the estimated mean value for network loss, if the estimated mean value exceeds 1%. Q Q Q Q % Notification Level 1.00% 1.00% 1.00% 1.00% % Loss 0.02% 0.02% 0.03% 0.70% Comments: As evidenced in the data above, the Network Loss figures for the second quarter of 2008 (April - June 2008) did not exceed 1%. The data provided is based on all calls carried, not on a sample, and so provides the actual % loss, not an estimate..