Friday, 08 February 2019 11:22

Telstra hits back at ’misleading’ claims by union Featured

Telstra hits back at ’misleading’ claims by union Image courtesy of Stuart Miles at

Telstra has labelled criticism of its internal job allocation systems by the CEPU Communications Union chief Shane Murphy as “grossly misleading".

The telco’s comments follow Murphy’s claims on Thursday that homes and businesses across Australia suffered from faults without technician support or repairs and missed installations due to a “meltdown” of Telstra’s internal job allocation system that controls sending workers and contractors to a job.

But in a rebuttal of Murphy’s claims, a Telstra spokesperson criticised the union boss for misleading comment, and disputing his claims about the impact on customers.

The Telstra spokesperson told iTWire on Friday that, “At around 8pm Wednesday night we identified a small issue with our field service job allocation system which was fixed at 9.40am Thursday morning.

“There has been no impact to our customers as we switched to a manual process."

In his comments on Thursday, Murphy claimed “homes and businesses across the country are being left without service because of Telstra’s inability to manage its systems properly”.

Murphy added: “This system has been plagued with problems since it was introduced. Today is a major meltdown that is leaving customers right across the country high and dry.

“The meltdown in the internal job allocation system means that Telstra can’t dispatch any jobs to technicians and installations and fault repairs all over the country aren’t being completed.

And Murphy claimed the problem was yet another example of Telstra “failing to service Australia’s basic telecommunications needs and highlights the detrimental effects of slashing 9500 jobs at the telco – “one of the biggest job purges in Australian corporate history”.

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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