1. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 1 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Lecture 11 CSE5806 Revision 1 This set introduces some new material and summarises Lectures 1 and 2 CSE5806 Telecommunications Management Lecturer: Ken Fletcher

2. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 2 Prepared for: Monash University Subj: CSE5806 Telecommunications Management NOTES This presentation contains ‘hidden slides’ Hidden slides will print in handouts, and can be viewed in ‘slide view’ and ‘slide sorter’ modes, but do not appear in ‘Slide show’ mode. The hidden slides contain more detail than can be covered in the lecture period

3. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 3 Prepared for: Monash University Subj: CSE5806 Telecommunications Management What is Telecommunications Management? Some thoughts for consideration CSE5806 Telecommunications Management Lecturer: Ken Fletcher

4. 4 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Roles of Telecommunications Manager n The Telecommunications Manager has two roles: Staff Role - Provide Advice and Guidance to Corporate Mgt –eg Technology: Opportunities, Threats; –Regulatory Situation, Policies; etc Line Role - Plans, Organises, Leads and Controls (POLC) all aspects of Corporate Telecommunications Facilities These roles encompass a continuous spectrum of tasks which tend to blur into each role – ie the roles are blurred –Some aspects of the staff role involve line management, and vice versa n Recognising the role distinction helps the manager to determine who they need to work with for the various tasks

5. 5 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Staff role of Telecomm’s Manager n Staff Role - Provide Advice and Guidance to Corporate Mgt –eg Technology: Opportunities, Threats; –Regulatory Situation, Policies; etc n What does this really mean? Telecomm’s Mgr should be the corporation’s in-house specialist on all matters to do with Telecommunications Should be consulted by higher management on all telecommunications matters Should regularly report to higher management about trends and issues that may affect corporation’s future Technology and related issues –eg new developments, products, services –how these can support or enhance business opportunities Regulations and governance issues – –how existing policies, laws, regulations, standards, codes etc impact business, and –how proposed changes could impact the business Commercial intelligence – what other companies are doing in this area How is this achieved –Regular monthly (or bi monthly) meetings with higher levels –Involvement with corporate planning groups, change control boards etc –Written and verbal reports, presentations, other meetings, think-tanks etc –Informal chats – eg lunches, golf course, over coffee or drinks, ‘corridor’ meetings

6. 6 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Line role of Telecomm’s Manager n Line Role - Plans, Organises, Leads and Controls (POLC) all aspects of Corporate Telecommunications Facilities, including: Matters dealt with personally, or closely over-sighted Telecommunications Strategic Plan Contingency Planning/Business Continuity Planning Disaster/Disruption Recovery Planning System Design and Project Management aspects requiring close liaison Network User specifications Technical Specification & Selection of facilities, equipment, software Installation and Implementation of equipment, systems, networks Managing the Systems or Network Administrators Operations and day to day support of users Maintenance and Modification Other areas may be included - eg Security

7. 7 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Management Versus Administration n ‘Administration’ is technically oriented, and deals with day-to-day issues, normally following standard procedures and guidelines Tasks are more or less bounded, guidelines available Requires good technical skills and knowledge – job is paid on this basis Psychologically provides quick feedback and satisfaction n ‘Management’ is people and task oriented, Tasks generally not well defined or bounded, limited guidance only available Deals with longer term issues – more strategic approaches needed Requires more subtle approaches than ‘administration’ Psychological feedback is slower, and less specific – job is tougher! Must gain trust of subordinate staff, and learn to trust and respect them Fundamentally, a manager is paid for the strategic value of their thinking Think strategically (Longer term, broader than simply technology) n Most ‘Network Management’ tools are ‘Administrator’s tools’ These tools are useful support, but cannot replace competent, hardworking people as managers A fool with a tool is still a fool. However the tool will mislead him/her more quickly

8. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 8 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Lecture 1 Development of National Telecommunication Policy in Australia CSE5806 Telecommunications Management Lecturer: Ken Fletcher

9. 9 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management References n DCITA web site (Department of Communications, Information /Technology and the Arts) –http://www.dcita.gov.au Especially review their pages on: Telecommunications http://www.dcita.gov.au/Subject_Entry_Page/0,,0_1-2_3,00.html Telecommunications Legislation http://www.dcita.gov.au/Article/0,,0_1-2_3-3_213-4_13008,00.html DCITA Publications : –General publications page http://www.dcita.gov.au/Collection/CollectionPage/0,,0_1-2_3-3_143,00.html –Specific items: “Liberalisation of the telecommunications sector - Australia's experience” http://www.dcita.gov.au/Article/0,,0_1-2_3-3_143-4_15179,00.html#ac “Australia’s Strategy for Telecommunications” (2002) http://www.dcita.gov.au/download/0,6183,4_112190,00.pdf

10. 10 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Introduction n ‘Telecommunications’ is much more than simply technology. Must consider social, political, and business environment –The ‘Need’ issues –Why is it wanted? –Is it really needed? –Who needs it, and –what for? –The ‘Implementation’ issues –Is it affordable? –Are there alternatives? –How long will it take to implement? –What are the ongoing costs and impacts? –Is it cost-effective? –Political Decisions –What laws, regulations, policies etc. are required? –If we must prioritise, what can be deferred to enable implementation? These points apply at national level, as well as to commercial activity

11. 11 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Influences n Geography, Isolation, Demography, and other background – Australia is one of the most urbanised countries on earth, and One of the most remote, with vast uninhabitable areas. Populace generally affluent, close to 100% literate and technically aware Fortunately, one of the more stable geographically (and politically) –Floods, fires, droughts tend to be slow rather than sudden like earthquakes, and –generally affect only limited areas at a time n Political influences in Australia telecommunications include: –Total government ownership of national internal telecommunications until 1990s –(and overseas links from 1946 onwards). –Subsidies to ‘the bush’ - rural, remote and outback areas metropolitan services subsidise costs of providing telecommunications services to remote and rural areas. –Emphasis was on local manufacture and skills especially in the early days – now more inclined to buy from overseas –Government influence over locations now weakening eg. locations of service hubs (exchanges, switching centres) and major support centres to ensure ‘job creation’ in areas of higher unemployment etc n Parallels and differences with other countries are clear and important – –review the countries covered in Syndicate group assignments

12. 12 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management CoA Legislative Powers n Australian Constitution (adopted 1901): Sect 51: “The Parliament shall have power to make laws …regarding … (v) postal, telegraphic, telephonic and other like services” Contrast with other federal countries: –USA: central power only for posts, canals, etc. –Canada: federal power over communications between Provinces (emphasis added) Authority for regulating international telecommunications into Australia? –Constitution sect 51 (v) ‘posts and telecommunications’ and (xxix) ‘external affairs’

13. 13 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management External Telecommunications n Originally international communications were very limited, being only Morse code telegraphic services via submarine cables installed initially in the 1910-1920 period ‘Cable & Wireless’ - a British company with a monopoly on telegraphic services for the British Empire - ran the Australian overseas cable links. Morse relay centres operated at Jakarta, Christmas Island, Mauritius etc n By 1946 the services had extended to include limited voice circuits, using submarine and HF radio bearers. In 1946 the Australian government nationalized the local part of Cables & Wireless and formed the Overseas Telecommunications Commission (OTC)

14. 14 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Internal Aust. Telecommunications n Initially telecommunications (and post) was a state (colony) matter until federation in 1901: different systems in each state telegraph stations on the borders n Post-Master General's Department (PMG) was quickly created following federation Established to develop and control national systems of postal and telecommunications services. Took over 20 years to bring most aspects of telecommunications under unified control. PMG (later Telecom) still had state-by-state differences until the 1980s. (Ie took 80 years to bring everything under central control) n In telecommunications matters, PMG was ‘the authority’ & the ‘service provider’ – effectively “judge, jury & executioner”

15. 15 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management PMG’s Department n Politically, for many years the PMG was seen primarily as a delivery system for ensuring rural support of government: usually a Country Party minister (Country Party was very strong rural based party) lower rental costs in the country (although installations cost more) major rural employer. n Rural network became much better than equivalent networks in the US or Canada. n Telecommunications in metro areas were not ignored - just seen as not so important politically – but still better than many parts of USA for most of the time eg late 1950s film ‘Pillowtalk’ based on a story about telephone “party lines” (multi-drop lines) in NY City was not fully credible in Australia - party lines had not been used in major cities for years.

16. 16 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1960s n By the 1960s there was discontent with the structure and operations of the PMG: –largest employer in Australia (approx. 100,000) - about half the federal public service workforce About 80,000 telecommunications, 18,000 postal, 2,000 other Tensions between the postal and telecommunications operations over investment, staffing levels, profitability, shared premises etc. concern over the inappropriateness of PMG funding: no capacity to retain profits for investment (all was returned to "consolidated revenue”) large proportion of capital investment had to come from government borrowings all purchases above a very low value needed ministerial approval

17. 17 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1970s n Early 1970s Increasing use of computers for data communications led to severe tensions between Telco’s and customers worldwide n 1973 – Government enquiry into operation of posts and telecommunications (“Vernon Committee”.) n 1974 – –Vernon committee recommended split of postal and telecommunications operations into separate "statutory authorities”, with: Boards of Directors with a certain degree of independence More financial independence from public service style Re-evaluation of assets to establish proper financial base Tighter cost accounting Also recommended incorporation of the OTC into the telecommunications authority

18. 18 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1975 - Telecom Established n July 1975 - Statutory authorities established: –“Australian Postal Commission” (APC) trading as "Australia Post" –“Australian Telecommunications Commission” (ATC), trading as "Telecom Australia" (Legislation was amended in the Senate to keep OTC apart). –Considerable freedom of financial & investment decision-making: Profits were retained for investment At least 50% of investment had to be generated internally, i.e. profits, depreciation, reduction of working capital, etc. Ministerial approval only needed for contracts over $0.5M. –Still subject to most government bureaucratic rules, staffing practices, etc. –From 1976 the statutory authorities had to raise their own loans (within the Loan Council).

19. 19 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1977 - 1982 n 1977-1982 –Growing tension between the government and Telecom: Disagreements over industrial policies and disputes Levels of ministerial involvement –(eg contracts, PABX market, etc.) Complaints from business about monopolistic practices and cross- subsidies between services and locations. n 1981 – –enquiry established with specific role investigating potential for greater privatisation and competition in the industry. –Report (late 1982) recommended greater use of resale and competition in cabling, etc. –The report was largely ignored by government

20. 20 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1982 - 1987 n Two major communications activities went on outside Telecom: –Beginning of satellite services leading to the setting up of AUSSAT. –Moves to set up a cable TV industry. n Few other changes until 1987, when a general new policy on micro-economic reform focussed attention on the Government Business Enterprises (GBE).

21. 21 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1987 Statements of Reform for GBEs n GBE = Government Business Enterprises n 1987 - –Minister for Communications (Evans) announced major changes would be legislated for Aust. Post, Telecom, Aussat and OTC. –These had all had difficulties in working as ‘statutory authorities’ under the traditional public service management styles. –As part of a package for micro-economic reform, the government set new management styles and directions.

22. 22 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1987 GBEs Reform - Longer Term: n The reforms included: –More Industrial Relations independence from public service –More freedom regarding executive remuneration –GBE’s to run their own superannuation schemes –GBE’s to own their capital base (25% loan to equity conversion) –Paying dividends –Paying payroll & state, local taxes from 88/89 –Paying income tax from 90/91 n Summary – To put GBEs on a commercial basis

23. 23 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1987 GBEs Reform - Shorter Term: No Ministerial approvals needed for normal business activity No Treasury scrutiny of loans (but still via Loan Council) GBEs to run their own bank accounts GBEs free to establish subsidiaries Authority to buy & sell land & property Authority to carry out own works & building Exemption from government administrative policies

24. 24 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1987 Telecommunications Framework n The 1987 reform package also changed the framework within which telecommunications GBEs operated Three Carriers: Telecom, OTC, Aussat Basic Network defined; still the role of the three carriers Community Service Obligations (CSOs) detailed Value-Added Services - to be fully opened to competition ‘Customer Premises Equipment’ policy changes

25. 25 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Customer Premises Equipment n Customer Premises Equipment –Cables & equipment on customer premises, regardless of ownership Before mid 1970s, Telecom maintained extremely tight control over what equipment could be used (Telecom supplied equp’t only) and who could install cables or equipment (Telecom). From mid 1970s to late 1980s, control was relaxed a little, but not enough to satisfy the community. –Pre-1987 policies stifled competition and innovation n 1987 Policy changes: Telecom’s "first phone" monopoly to phase out in 3 years PABX maintenance to be opened to private industry No restriction on use of second & subsequent phones Deregulation of customer cabling (Telecom’s boundary defined as the connection point of the exchange line)

26. 26 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Regulatory Role to Austel: n Regulatory changes introduced in 1987 included Telecom losing its traditional regulatory role –it had become inappropriate with Telecom as a GBE and one of three entities in the communications arena, Austel was to be established as the new regulatory body, covering: technical regulation monitoring of the monopolies' boundaries protection of competitors (from the carriers) protection of consumers (from the carriers) promotion of efficiency

27. 27 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1987 Reforms led to 1989 Act n The Statements of Reform made in 1987 were generally finally encompassed in legislation in 1989 n Many thought the radical changes of the 1989 Act would be enough, but reform continued in 1990 with a report on Microeconomic reform progress in telecommunications, followed by further major legislative changes in 1991.

28. 28 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management The 1990/1991 Changes n Creation of a carrier "duopoly” for fixed telecommunications: Telecom plus OTC as one carrier (known as AOTC), and a second carrier (who would absorb a debt-free Aussat) –(OPTUS) –Both carriers able to offer a full range of services; –Each carrier awarded a cellular mobile licence –A third mobile-only licence to be offered (ie no ‘fixed’ lines) –(Vodaphone) n Full resale of local and international services permitted Service provider licences for private networks and value-added services A "Universal Service Obligation" element to be paid by all carriers to provide USOs in non-economic areas. n Limit of the duopoly to July 1997, then full deregulation. n Increased powers to Austel for regulatory purposes

29. 29 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management 1990s - Competition at last n These changes set the pattern of Telecommunications administration for the rest of the 1990s. n The Optus consortium won the 2nd carrier licence, and Vodaphone the 3rd (mobile) licence. –Both had guaranteed interconnect with Telecom facilities. –Optus initially operated using Telecom (now Telstra) facilities provided in bulk at a discount. n In the mid 1990s, political attention returned to Pay TV, which had been banned in 1984. –Debates over satellite vs microwave vs cable delivery. –Government refused to require cable-sharing, which led to the dual roll-out of HFC systems by Telstra and Optus.

30. 30 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Late 1990s - Deregulation n General continuation with policy directions set in 1991 and 1996 (see “1995 policy statement” in the ‘Resources’ web page).1995 policy statement n The 1997 Telecommunications Act: opens up the Telecommunication market to more carriers and service providers; attempts to make the industry more self-regulating via –the Australian Communications Industry Forum, and –the Telecommunications Access Forum, etc.) combined the regulatory aspects of Austel and the Spectrum Management Authority (SMA) to form the Australian Communications Authority (ACA) placed the market surveillance activity with the Australian competition watchdog - the ACCC. n The 49% sale of Telstra (approx 1998) to the public really did not change any policies. Government retains 51% control.

31. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 31 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Results What are the results of all this?

32. 32 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Basic Telephone Services (2002) n Australian law requires that a standard telephone service: –be readily available everywhere; –is subject to price controls; –meets set standards of reliability, availability etc; –be connected and repaired within reasonable timeframes; and –caters for those with special needs and who need access to emergency services. –(Source “Users Guide to Australian Telecommunications 2002” Available from DCITA website) n Mobile phone coverage (GSM and CDMA) now cover 98% of population (but only about 4% of land area) n Satellite mobile phone systems cover 100% of the land area

33. 33 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Internet and Data 2002 n 8.4 Million use the Internet n All Australians now can dial up at least one ISP using untimed ‘local call’ rates n Digital Data Service Obligation guarantees availability of at least 64 Kbps ISDN or equivalent to all Australians (for a price) n Broadband is provided over a variety of platforms, including: –cable; –satellite; –wireless systems; and –copper wires

34. 34 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Cost and Price Reductions n Dramatic reduction in costs incurred by the carriers cheaper, more reliable equipment etc significantly reduced staffing levels (“Lean and Mean” approach) –eg Telstra only about 50% previous staff numbers –(Consider how this impacts longer term service and support levels) n Significant price reductions to the end consumer due to competition, lower costs and more flexible pricing packages –From 1997 to 2002, prices reduced: Local calls by 8.27% per year National long distance calls 8.4% per year International calls 21% per year –(reference: ACA website - “User’s Guide to Australian Telecommunications 2002”)

35. 35 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Unexpected Results n “A unique feature of competition in the telecommunications industry is that competitors have no option but to use each other's networks. Telephone, facsimile, internet and other services require 'any-to-any connectivity’” From “Liberalisation of the Telecommunications Sector – Australia's experience” ( August 2002 - available on DCITA website) n Technological advances and unbridled competition has produced massive oversupply of bandwidth in some areas - eg between capital cities on east coast. n Potential lack of trained personnel in future

36. 36 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management World Wide Scene n The Australian scene generally parallels world wide developments –Worldwide, there is progressively less involvement by governments in technological service provision although recent days have seen some attempts to return to this –Telecommunications industry and marketplace much larger & more complex than foreseen as recently as 10 years ago, and – rapidly becoming even more so A myriad of lawyers now working in telecommunications n Many other countries following similar path (monopoly, duopoly, many suppliers) to deregulation and competition – some are ahead of Australia, some behind. All can learn from each others successes and mistakes –BUT each country has unique geography, population density, culture, history and needs etc –Hence each must walk its own path in the end

37. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 37 Prepared for: Monash University Subj: CSE5806 Telecommunications Management CSE5806 Telecommunications Management Lecturer: Ken Fletcher Lecture 2 Structure and Governance of the Australian Telecommunications Industry

38. 38 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Reference Sources n Dept of Communications, IT and the Arts (DCITA) –http://www.dcita.gov.au n Telecommunications Act 1997 n Telecommunications Industry Ombudsman –http://www.tio.com.au for general information –http://www.tio.com.au/other_orgs.htm good pointers to others n Australian Communications Authority –http://www.aca.gov.au n “Telecommunications Infrastructures in Australia 2001” –Prepared for ACCC by BIS Shrapnel - Technology Applications Group –Monash Library H384.306594 B623T 2001 These slides are based on material from these sources.

39. 39 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Legislation n Many pieces of legislation cover Telecommunications area. Telecommunications Act 1997 is main one for this subject –for full list see DCITA website - most can be downloaded n Notes about legislation and terminology –Legislation under consideration by parliament is known as a ‘Bill’. –Bills become ‘Acts’ when passed by the parliament –Acts become law when given ‘royal assent’ by Governor General (usually quite soon after being passed). –Acts generally referenced by the title and date of the original act. –As time goes by, amendments to the original act are passed by the parliament. Latest amendment to the Telecommunications Act 1997 (as of June 2003) is dated Feb 2003. –If a very significant change is made, then the new Act will be given a new date and possibly a new title as well.

40. 40 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Telecommunications Act 1997 n Given Royal Assent 22 April 1997 (signed into law) n Has been amended several times since 1997 ie is dynamic and current, not static and obsolete Feb 2003 compilation about 530 pages in total n Telecommunications Act works with many other acts - eg Radiocommunications Act 1992 Trade Practices Act 1974 n Telecommunications Act covers all telecommunications of which any earth-based terminal point is within Australian territory or control, including: Australian continent, islands, and territorial waters from undersea in Australian waters to stratosphere specifically excludes a satellite above stratosphere,but covers the satellite earth stations or receivers in Australia

41. 41 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Objects of the 1997 Act n “The main object of this Act, when read together with Parts XIB and XIC of the Trade Practices Act 1974, is to provide a regulatory framework that promotes: (a) the long ‑ term interests of end ‑ users of carriage services or of services provided by means of carriage services; and (b) the efficiency and international competitiveness of the Australian telecommunications industry” n “Other objects of this Act, …” Goes for two pages, and specifically includes provision of basic services to all Australians promotion of innovation and competiveness by industry promotion of Australian industry promotion of community safeguards promotion of underground lines

42. 42 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Regulatory Policy 1997 n From Section 4 of Telecommunications Act 1997 (emphasis added in text below) n “4 Regulatory Policy The Parliament intends that telecommunications be regulated in a manner that: (a) promotes the greatest practicable use of industry self ‑ regulation; and (b) does not impose undue financial and administrative burdens on participants in the Australian telecommunications industry; but does not compromise the effectiveness of regulation in achieving the objects mentioned in..” (the Trade Practices Act 1974)

43. 43 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Regulation of Telecommunications (1) n The Act sets up a system for regulating telecommunications - summarised on this group of OHPs. (from Act Part 1 Sect 5) n Main entities regulated are carriers and service providers. n A carrier is the holder of a ‘carrier licence’ –“Owner of a network unit that is used to supply carriage services to the public must hold a carrier licence unless responsibility for the unit is transferred from the owner to a carrier.” –4 types of network unit (covered later in this presentation): –Carrier licences are subject to conditions. –There are 2 types of service provider: n The Australian Communications Authority (ACA) monitors significant matters relating to the performance of carriers and carriage service providers.

44. 44 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Regulation (2) - Industry Bodies Bodies and associations that represent sections of the telecommunications industry may develop industry codes. Industry codes may be registered by the ACA. Compliance with an industry code is voluntary unless the ACA directs a particular participant in the telecommunications industry to comply with the code. The ACA has a reserve power to make an ‘industry standard’ if there are no industry codes or if an industry code is deficient. Compliance with industry standards is mandatory.

45. 45 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Regulation (3) Carriers and CSPs Carriers and carriage service providers must protect the confidentiality of communications. The ACA, carriers and carriage service providers must do their best to prevent telecommunications networks and facilities from being used to commit offences. A carrier or carriage service provider may be required to have an interception capability - (see next point) Carriers and carriage service providers must ensure that it is possible to execute a warrant issued under the Telecommunications (Interception) Act 1979.

46. 46 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Regulation (4) - Support of Crises Carriage service providers may be required to supply carriage services for defence purposes or for the management of natural disasters. A carrier or carriage service provider may be required to enter into an agreement with the Commonwealth about: (a)planning for network survivability; or (b)operational requirements in times of crisis.

47. 47 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Regulation (5) Miscellaneous The ACA must require certain carriers and carriage service providers to provide pre ‑ selection in favour of carriage service providers. Carriers and carriage service providers may be required to comply with certain international conventions. The Minister may make Rules of Conduct about dealings with international telecommunications operators. Provision is made for the technical regulation of customer equipment, customer cabling and cabling work. The ACA may regulate numbering by means of a numbering plan.

48. 48 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Summary of Act: n Act is comprehensive and all embracing n Works with other Acts and regulations n Significant volume of the Act is definitions of various aspects n General thrust of the Act, in line with much of the world, is to: liberalise previously over-restrictive regimes, bring Telcos under normal community laws and regulation promote industry self-regulation promote competition, innovation and user-choices, while ensure that the good points of previous regimes are not lost - eg good rural communications n Has it succeeded? Looking good, but needs fine tuning

49. 49 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Telecommunications Carriers From : “Liberalisation of the Telecommunications Sector - Australia's experience” ( August 2002 - available on DCITA website) “A unique feature of competition in the telecommunications industry is that competitors have no option but to use each other's networks. Telephone, facsimile, internet and other services require 'any-to-any connectivity’” (emphasis added) n This feature is reflected heavily throughout the governing legislation and organisations n A question for consideration: Does this apply to telecommunications networks in other countries? Can you always direct dial from one network to another in other countries?

50. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 50 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Administrative, Regulatory and Industry Bodies Main organisations involved.

51. 51 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Administrative and Regulatory n The functions of these bodies are detailed in the various Acts, (which allow provision for name changes eg see DCITA) –Australian Competition and Consumer Commission (ACCC) –Department of Communication, Information Technology and the Arts (DCITA) Formerly known as “Department of Communications and the Arts (DOCA) - Telecommunications Industry Division” –Australian Communications Authority (ACA) –Australian Communications Industry Forum (ACIF) –Australian Communications Access Forum (ACAF) –Telecommunications Industry Ombudsman (TIO)

52. 52 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Administrative and Regulatory (2) n Australian Competition and Consumer Commission (ACCC) Statutory body responsible for economic and competition aspects of telecommunications regulation –with powers and responsibilities to enable promotion of competition, fair trading, consumer protection within the telecommunications sector (and elsewhere) n Department of Communication, Information Technology and the Arts (DCITA) A department of the Australian Commonwealth Government –Reports to the Minister for Communications, Information Economy and the Arts

53. 53 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Administrative and Regulatory (3) n Australian Communications Authority (ACA) The Australian Communications Authority (formed 1997) is responsible for regulating telecommunications and radio communications n Australian Communications Industry Forum (ACIF) Peak self-regulatory body established to develop codes and standards as per ACA Act Evolved from National Industry Interworking Forum (NIIF) established prior to 1997 regulatory scheme

54. 54 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Administrative and Regulatory (4) n Australian Communications Access Forum (ACAF) Body declared by the ACCC to perform role of Telecommunications Access Forum (TAF) under the powers of the Trades Practices Act Self regulatory body open to all carriers and carriage service providers to promote governments aim to have decisions on access rights to be made by the industry rather than imposed by government regulation

55. 55 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Administrative and Regulatory (5) n Telecommunications Industry Ombudsman (TIO) An independent body acting as "last resort" for handling of complaints for customers of telecommunications services All carriers, carriage service providers and Internet service providers are required by legislation to join and fund the scheme TIO does not handle disputes between carriers and/or service providers, but only complaints lodged by consumers

56. 56 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Australian Industry Bodies n These organisations are voluntary industry associations Australian Telecommunications Users Group (ATUG) Australian Electrical & Electronic Manufacturers' Association (AEEMA) Australian Telecommunication Industry Association (ATIA) - a grouping with AEEMA Service Providers Industry Association (SPAN) Australian Information Industry Association (AIIA)

57. 57 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management ATUG n Australian Telecommunications Users Group A lobby group of predominantly corporate and business users of telecommunications services in Australia Membership open to any user of Australian telecommunications systems including private and public companies, carriers and service providers and individuals

58. 58 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management AEEMA and ATIA n Australian Electrical & Electronic Manufacturers' Association –Represents the Australian electrical and electronic industries on range of policy, technical/regulatory and commercial issues –Major Division (grouping) of AEEMA is Australian Telecommunications Industry Association (ATIA) ATIA brings together the AEEMA interests in the telecommunications / electronics sector. Membership includes both multinational and Australian- owned –AEEMA also has groupings representing the IT&T Security industry, the smart card industry (Asia Pacific Smart Card Forum) and t he Defence electronics industry

59. 59 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management SPAN n Service Providers Industry Association –A national industry association formed in 1993 to represent the service provider industry and organisations in related fields –Membership open to: organisations and individuals directly involved in the provision of telecommunication services to business and residential customers equipment manufacturers and suppliers, industry associations, government bodies, and anyone with a direct interest in the telecommunications industry –Policy is decided by a board of Directors elected by the membership

60. 60 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management AIIA n Australian Information Industry Association –National organisation representing the information technology and telecommunications (IT&T) industry of Australia –Telecommunications Committee including representatives from the carrier, service provider, equipment manufacturer, systems vendor, networking equipment vendor and software developer sectors deals with telecommunications related issues –Product Regulation & Standards Committee including member representative that deals with technical and regulatory matters

61. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 61 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Telecommunications Carriers must have a Carrier Licence

62. 62 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Telecommunications Carriers n Chronology of Carriers of internal Australian telecommunications 1901 to 1975 PMG monopoly - supplier and regulator 1975 to 1990 Telecom monopoly - supplier and regulator 1990-1997 “Duopoly plus one” - –Duopoly (Telecom and Optus for fixed and mobile network) –One additional carrier (Vodaphone) for mobile network 1997 onwards - unlimited carriers without distinction between –technologies (radio, wireline, fibre etc), –fixed or mobile networks, –international or internal networks

63. 63 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Growth of Carriers: n Full list of Carriers and Nominated Carrier Declarations : http://www.aca.gov.au/aca_home/licensing/telcomm/list_of_licensed_carriers/carriers.htm http://www.aca.gov.au/aca_home/licensing/telcomm/list_of_licensed_carriers/carriers.htm Summary: –before 1 July 1997 Effectively two (or three), but under a different licensing regime –as at 1 July 2000 43 current Carrier Licences –as of 5 June 2003 94 current Carrier Licences (Year by year breakdown on next slide) (115 Carrier licenses issued, with 21 surrendered or withdrawn) 33 current ‘Nominated Carrier Declarations’ ie where someone else owns the equipment (39 declarations lodged, with 6 withdrawn or surrended) –See “Telecommunications licences June2003” on the subject ‘Resources’ web page for details and analysis

64. 64 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Carrier Licensing Concepts (1997+) n Open licensing regime - any body or organisation may apply n No distinction on basis of technology used –ie no licensing distinction between fixed, mobile, satellite, etc n No distinction between services which carry data or voice n A carrier licence must be held by the owner of network unit(s) used to supply carriage services to the public, unless: –a ‘nominated carrier declaration’ is in force; or –an exemption has been granted n Content Service providers are not individually licenced, but must comply with obligations specified in the Act n NOTE: Wireless LAN operators have certain obligations

65. 65 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Who MUST Hold a Carrier Licence? n Carriers and Carriage Service Providers (CSPs) must hold Carrier Licence –CSPs may the delivery agents for services from carriers (distinction for financial and legal reasons) n Owner of a network unit must not use or allow unit to be used to supply telecommunications carriage services to public unless –owner holds carrier licence; or –nominated carrier declaration is in force in relation to unit (effectively a legal statement that Party A owns the equipment which is being used by Party B to provide telecommunications services to the public) Organisations may apply to be a “nominated carrier” in relation to a particular network unit

66. 66 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management What is a Network Unit? n Generally - a ‘Network Unit” is one that has any of: –Individual line links exceeding 500m each –Multiple links exceeding 5km in total –Designated radiocommunications links –Mobile service base stations –Satellite base stations –Wireless local loop base stations –Satellite-based facilities –Double-ended interconnected fixed links –Other links determined by the Minister And is used for “supply to the public” (ie carriage service provided to the public for a fee)

67. 67 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management “Supply to the Public” n Means: Supply of Telecommunications Carriage Services to end- users outside ‘immediate circle of owner’ of unit. “Immediate circle of owner” includes –employees (but does this include ‘contracted organisations’ or ‘contract staff’?) –for a body corporate - officers of the body corporate and any related body corporate; and –a government body - special provisions apply

68. 68 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Service Providers n From Telecommunications Act 1997 Part 4, Section 85 A service provider is: (a)a carriage service provider; or (b)a content service provider. A carriage service provider is a person who supplies, or proposes to supply, certain carriage services. (see Telecommunications Act 1997, section 87) A content service provider is a person who supplies, or proposes to supply, certain content services. (see Telecommunications Act 1997, section 97) Service providers must comply with the service provider rules.

69. 69 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Carriage Service Providers (CSPs) n A person who supplies a carriage service to the public using a network unit is a “carriage service provider” and must have a Carrier Licence n Exemptions for: customers located on same premises; sole or principal use of a carriage service by –defence, –intelligence operations, –transport authority (eg railways and civil aviation authorities), –broadcaster or –electricity supply body

70. 70 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Content Service Providers n An organisation or person using a carriage service to supply content service to public is Content Service Provider n A content service is a broadcasting service or an on-line information, entertainment or other ‘content’ service The primary aim is to provide some content, not to provide carriage of communications from A to B Examples –Internet Access Network –1900 Network n Content Service Providers need not have a discrete Carrier licence, but are covered by a Class licence, which brings them under the requirements of the Act

71. 71 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Service Provider Regulation n No formal licensing requirements for Content Service Providers n Must comply with Service Provider Rules in Schedule 2 to the Telecommunications Act 1997 including: –other obligations in the Act on service providers (eg. compliance with industry codes) –to provide directory assistance, operator services and itemised billing to customers using standard telephone service; and –complying with access obligations n ACA can impose additional service provider rules –ACA must consult with ACCC before doing so

72. 72 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Carrier Licensing - Fees n Fees are based on a ‘User pays’ principle (ie recovery of costs by the government) –Feb 2002 Carrier Licence application fee $10,000 –June 2002 Carrier Licence annual fee larger of $10,000 or Carrier’s share of CoA costs in governing the industry (ACA, AAAC, DOCITA, ITU etc) (ACA costs effectively about $18.5M in 2001-2002) (other CoA costs not considered in this lecture) “Carrier’s Share” is based on (carrier telecommunications income) / (total for all licence holders) –Annual fees (FY 2000/20001) range from $10,000 for a licence holder with no income, to estimated $13M+ for Telstra

73. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 73 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Pre-Selection and Numbering Issues 1. Pre-selection is the concept that a consumer may use a particular carrier by default when dialing 2. A National Numbering Plan is used to provide consistency of approach for all telephone numbering in Australia. 3. An Integrated Public Number Data Base must be maintained 4. Number Portability

74. 74 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Numbering Plan n ACA has Number plans for geographic, mobile, data and special service numbers n Number change schedules for geographic and special service numbers - eg recent change to 8 digit numbers - are managed by ACA n ACA sets rules for management of numbers: number allocation to carriage service providers customers' and carriage service providers' rights of use to allocated numbers management of number migrations and reservations

75. 75 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Number Portability n Portability is the ability of a customer to keep same phone number at same location when changing between carriage service providers n ACCC has directed number portability for local, freephone (1 800) and local rate (13xxxx and 1300xxxxxx) services n ACA has included rules on portability in Numbering Plan n ACA set dates for Local Number Portability interim from 1 May 1997 full portability from 1 January 2000

76. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 76 Prepared for: Monash University Subj: CSE5806 Telecommunications Management National Interest Matters Privacy of Communications Law Enforcement matters Crisis Management

77. 77 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management National Interest Matters n Carriers & CSPs must do their best to prevent telecommunications networks from being used to commit offences - including unlawful interception and manipulation n Carriers & CSPs must give government officers and authorities such help as reasonably necessary for: law enforcement, including interception of communications; protecting public revenue; and safeguarding national security

78. 78 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Interception n Telecommunications (Interception) Act 1979 deals with when interception is allowed and how intercepted product can be used; n Telecommunications Act 1997 deals with extent of obligations of CSPs to make their service interceptible n Recent technological changes have created some issues eg mobiles and computerised exchanges

79. 79 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Law Enforcement Cooperation n Carriers & CSPs must comply with any Attorney-General’s determination about interception or provision of special assistance to law enforcement agencies n Exemptions from compliance may be granted in certain circumstances n Carriers & nominated CSPs must lodge Interception Capability plan with ACA n Carriers & nominated CSPs must notify ACA of technological changes affecting interception

80. 80 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Additional Obligations on CSPs n Consult with law enforcement about plans to introduce new technology - eg new technology must permit law enforcement access to information about phone numbers and locations Internet Service Providers may also be affected by this n Ensure possible to execute warrant issued under Telecommunications (Interception) Act 1979 –See Service Provider Rule (Part 4 of Schedule 2 to the Act) n Provision of information for the Integrated Public Number Database

81. 81 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Consultation Arrangements n CSPs to consult law enforcement agencies about new technology - useful for intercepting agencies n ACA runs a committee which is the vehicle for consultation n In the past, this has worked well with major carriers –less well with service providers and minor carriers - probably because they lack understanding of the law

82. 82 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Emergency Call Services n ACA may impose requirements on any or all of the following, in relation to emergency call services: carriers carriage service providers emergency call person n Telstra is the ‘Emergency Call Person’ Operates the emergency call service: –answering calls to 000 –transferring those calls to the relevant Emergency Service Organisation (ESO) for the caller's geographical area –forwarding data to the ESO - eg calling number and location

83. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 83 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Customer Service Guarantee (CSG) CSG is the basic service standard to be met. Past performance on service requests has led to the establishment of the CSG

84. 84 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Customer Service Guarantee (CSG) n What it is –Minimum set of performance standards - for connections, fault resolution, site visits –Covers standard phone service & specific call handling features –Legally binding on CSPs providing these services n Why it is needed –Designed to improve poor customer service in some areas –Drive improvement where there is little or no competition eg rural n How it works –Financial compensation to customers –Implemented by carriage service providers –No specific enforcement provisions in original Act ACA monitors and reports performance TIO handles unresolved individual complaints

85. 85 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Specified Customer Services n The types of services affected are: Connections (includes re-connections) –In-place - ie re-connection of a previously existing service –New connections where there is available infrastructure where there is no available infrastructure Fault repairs Appointment times for any service call

86. 86 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management CSG Standards n In-place connections - –3 working days from customer request n New connections, where close to available infrastructure –1 week for communities above 10,000 –2 weeks for communities between 2,500 and 10,000 –8 weeks for communities less than 2,500 n Standards also exist for fault repairs & information provision n Half-day appointments must be offered for site attendance –ie the CSP must propose a half day window –Full day appointments can only be offered if a half day appointment has been offered and is not acceptable Appointments missed by more than 15 minutes attract a penalty payment

87. 87 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Penalties n Example: For failing to reinstate an acceptable service within the time window –$11.65 per day first 5 days - residential –$20.00 per day first 5 days - business –$40.00 per day after 5 days a 'day' is a working day, Monday-Friday n Note the term ‘re-instate an acceptable service’ In some cases this could allow the CSP to provide a temporary mobile or satellite phone (at fixed line rates) where it cannot establish or repair a fixed line within the CSG period.

88. 88 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management CSG - Main Areas of Concern n Areas of concern regarding the CSG –Connection definitions and times –Waiver arrangements –Faults blamed on ‘another network’ –Appointments being ignored, not met, changed arbitrarily –Exemptions being claimed for inadequate or marginal reasons –Compliance reporting is sometimes biased n Some elements of CSPs are behind current community expectations –A boy died of an asthma attack (2002) because parents could not call for help as phone was out of service n CSG is under constant review

89. 89 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Further information on CSG your phone company the TIO - www.tio.com.au the ACA - www.aca.gov.au

90. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 90 Prepared for: Monash University Subj: CSE5806 Telecommunications Management ACA Internal Organization Telecommunications Standards Group Telecommunications Standards and Compliance International Liaison and Cabling Promotion Coordination

91. 91 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Standards and Compliance n Provides high level technical services n Represent ACA's interests in development and maintenance of technical standards n Develop and maintenance of compliance regimes and mutual recognition arrangements (MRAS) n Manage delegated responsibilities (certification body, issuing of connection permits)

92. 92 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management International Liaison & Cabling n Provide high level advice on international and regional activities n Act as a cabling technical reference point for the industry n Manage delegated responsibilities (Cabling provider rules)

93. Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 93 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Technical Regulation - Overview Based on policy of industry self regulation, where reasonable Formation of ACA (AUSTEL & SMA) Transfer of certain responsibilities to the Australian Competition and Consumer Commission (ACCC) Formation of Aust. Communications Industry Forum (ACIF)

94. 94 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Self-Regulation with a Safety Net 1997 n Section 4 Regulatory Policy “The Parliament intends that telecommunications be regulated in a manner that: (a) promotes the greatest practicable use of industry self ‑ regulation; and (b) does not impose undue financial and administrative burdens on participants in the Australian telecommunications industry; but does not compromise the effectiveness of regulation in achieving the objects mentioned in section 3”. n (Sect 3 covered working with Trade Practices Act 1974 to provide a regulatory framework)

95. 95 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Technical Standards n Scope –health & safety protection, –network integrity protection, –interoperability - standard telephone service only, –access to emergency services, and –achieving objectives specified in the regulations n By 1999, 21 ACA Technical Standards made n Compliance mandated by the Labeling Instrument n Type approval regime replaced by a compliance labeling regime

96. 96 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Technical Standards (2) n Currently ACIF is : –developing various technical standards –reviewing ACA Technical Standards, and –developing industry voluntary standards or codes n Examples of requirement covered by AUSTEL technical standards but not ACA technical standards: –voice quality i.e. frequency response and distortion requirements; –EMI or EMC requirements, but covered by an amendment to the Radiocommunications Act 1992; and –digital standards equipment interoperability requirement;

97. 97 Copyright Ken Fletcher 2003 Australian Computer Security Pty Ltd Printed 25-Jun-15 02:40 Prepared for: Monash University Subj: CSE5806 Telecommunications Management Summary of Compliance Issues n Self regulation where possible, with regulator safety net n ACIF established by industry to facilitate self regulation. n Permit process replaced by a labeling regime, but existing permits accommodated for interim period (to 1999). n New telecommunications compliance and non-compliance symbols, and C-Tick use still required. n Customer cabling products now to be labeled n Australian manufacturers and importers now bear the compliance labeling responsibilities, not the suppliers per se n Graded compliance demonstration approach n Lawful connection possible where item is labeled non-compliant