Telstra#Mobile networks

Australia's telecommunications services were originally controlled by the Postmaster-General's Department (PMG),{{cite web|title=The Telstra Story|url=http://www.telstra.com.au/abouttelstra/company-overview/history/telstra-story/|work=Telstra|access-date=3 December 2013|url-status=dead|archive-url=https://web.archive.org/web/20131206104448/http://www.telstra.com.au/abouttelstra/company-overview/history/telstra-story/|archive-date=6 December 2013}} formed in 1901 as a result of Australian Federation. Prior to 1901, telecommunications were administered by each colony. On 1 July 1975, separate commissions were established by statute to replace the PMG. Responsibility for postal services was transferred to the Australian Postal Commission (Australia Post). The Australian Telecommunications Commission, trading as Telecom Australia, ran domestic telecommunication services.{{cn}}

In 1989, the ATC introduced new buildings and frameworks.{{cn}}

In 1993, the Overseas Telecommunications Commission, a separate government body established in 1946, was merged with the Australian Telecommunications Corporation into the short-lived Australian and Overseas Telecommunications Corporation (AOTC) which continued trading under the established identities of Telecom and OTC. The AOTC was renamed to Telstra Corporation Limited in 1993.{{cn}}

Telstra has faced competition since the early 1990s from Optus (Australia's second largest communication company) and a number of smaller providers. Telstra once retained ownership of the fixed-line telephone network, but since the nationwide upgrade to the National Broadband Network (NBN), the Australian Government now has legal ownership of these lines since 2007, though Telstra has played a big part in this upgrade supplying resources to the Government on the new network.{{citation needed|date=August 2017}} Telstra also has pay TV and owns 35% of the Australian media company Foxtel.{{Cite web |url=https://www.foxtel.com.au/about/company.html |title=About Foxtel. Accessed 23 March 2020 |access-date=23 March 2020 |archive-date=2 May 2020 |archive-url=https://web.archive.org/web/20200502065743/https://www.foxtel.com.au/about/company.html |url-status=live }}

File:Ceduna OTC, South Australia.jpg.]]

The Overseas Telecommunications Commission (OTC) was established by an Act of Parliament in August 1946.Information sources: OTC annual reports (Australian state and national libraries, OTC Australia Archive, Telstra Archive), OTC magazine Transit, (Australian state and national libraries, OTC Australia Archive, Telstra Archive). It inherited facilities and resources from AWA and Cable & Wireless, and was charged with responsibility for all international telecommunications services into, through and out of Australia.{{Cite web|url=https://parlinfo.aph.gov.au/parlInfo/search/display/display.w3p;query=Id:%22library/prspub/5NFA6%22|title=Telstra Sale: Background and Chronology|last=Information and Research Services, Department of the Parliamentary Library|year=2003|website=Parliament of Australia|access-date=29 October 2018|archive-date=4 October 2018|archive-url=https://web.archive.org/web/20181004175957/http://parlinfo.aph.gov.au/parlInfo/search/display/display.w3p;query=Id:%22library/prspub/5NFA6%22|url-status=live}}

On 1 February 1992, it was merged with Telecom as the Australian and Overseas Telecommunications Corporation (AOTC). The new organisation underwent a corporate identity review and was subsequently renamed Telstra for international business in 1993 and domestic business in 1995.

Beginning in 1997 and finalising in 2011, the Federal Government began to privatise the corporation. The first three stages was initiated by the Howard government: the first, informally known as "T1" (with shares priced at $3.30), occurred in 1997. "T2" ($7.40) followed in 1999; "T3" ($3.60) in 2006.{{cite web|last=Budde|first=Paul|title=Australia – Privatisation of Telstra|url=http://www.budde.com.au/Research/Australia-Privatisation-of-Telstra.html|work=BuddeComm|publisher=Paul Budde Communication|access-date=3 December 2013|date=13 March 2006|url-status=live|archive-url=https://web.archive.org/web/20131207045211/http://www.budde.com.au/Research/Australia-Privatisation-of-Telstra.html|archive-date=7 December 2013}}

In T1, the government sold one third of its shares in Telstra for $14 billion and publicly listed the company on the Australian Securities Exchange. In 1998, a further 16% of Telstra shares were sold to the public, leaving the Australian government with 51% ownership. In 2006, T3 was announced by the government and was the largest of the three public releases, reducing the government's ownership of Telstra to 17%.{{cite news|title=Telstra share slump may force delay|url=http://www.theage.com.au/news/national/telstra-share-slump-may-force-delay/2005/08/17/1123958124821.html|access-date=3 December 2013|newspaper=The Age|date=15 August 2005|author=Christian Catalano|author2=Michelle Grattan|author3=Michael Gordon|url-status=live|archive-url=https://web.archive.org/web/20130729150713/http://www.theage.com.au/news/national/telstra-share-slump-may-force-delay/2005/08/17/1123958124821.html|archive-date=29 July 2013}} The 17% remainder of Telstra was placed in the Future Fund, a sovereign wealth fund established mainly to meet future liabilities for payment of superannuation to retired federal public servants.{{cite web|title=Australian Future Fund|url=http://www.futurefund.gov.au/|url-status=dead|archive-url=https://web.archive.org/web/20160119023122/http://www.futurefund.gov.au/|archive-date=19 January 2016|access-date=23 December 2008}} In 2009, the Future Fund sold off another $2.4 billion worth of shares, reducing the government's stake in Telstra to 10.9%.{{cite news|title=Future Fund dumps $2.4 billion of Telstra shares|url=http://www.itnews.com.au/News/153600,future-fund-dumps-24-billion-of-telstra-shares.aspx|access-date=3 December 2013|newspaper=iTnews.com.au|date=21 August 2009|author=Munir Kotadia|url-status=live|archive-url=https://web.archive.org/web/20131206135824/http://www.itnews.com.au/News/153600,future-fund-dumps-24-billion-of-telstra-shares.aspx|archive-date=6 December 2013}} In August 2011, under the Gillard government, the Future Fund sold its remaining "above market weight" Telstra shares, reducing its holding to 0.8% of the shares, effectively completing Telstra's privatisation.{{cite web|title=Future Fund completes portfolio rebalancing and achieves market weight in Telstra|url=http://www.futurefund.gov.au/__data/assets/pdf_file/0018/4572/Future_Fund_achieves_market_weight_in_Telstra.pdf|work=Future Fund|publisher=Australian Government|access-date=3 December 2013|date=15 August 2011|url-status=dead|archive-url=https://web.archive.org/web/20140127152231/http://www.futurefund.gov.au/__data/assets/pdf_file/0018/4572/Future_Fund_achieves_market_weight_in_Telstra.pdf|archive-date=27 January 2014}}

With more than one million shareholders, Telstra is currently the most widely held ASX-listed company.{{cite web|url=https://www.smh.com.au/business/telstra-far-from-marginal-to-labors-nbn-plans-20100428-tskq.html|title=Telstra far from marginal to Labor's NBN plans|work=The Sydney Morning Herald|date=28 April 2010|url-status=live|archive-url=https://web.archive.org/web/20150829233800/http://www.smh.com.au/business/telstra-far-from-marginal-to-labors-nbn-plans-20100428-tskq.html|archive-date=29 August 2015}}

File:Telstra pay phone in the Melbourne CBD (1).jpg

{{Main article|National Broadband Network}}

On 26 November 2008, Telstra submitted a non-complying tender issued by the federal government to build a National Broadband Network, a 12-page letter proposing a $5 billion broadband network covering between 80 and 90 percent of the Australian population in major cities, despite the tender requiring 98 percent coverage.{{cite news|title=Labor network tender a farce: Minchin|url=http://www.theaustralian.com.au/news/labor-network-tender-a-farce-minchin/story-e6frg6n6-1111118148804|access-date=3 December 2013|newspaper=The Australian|date=26 November 2008|author=Nicola Berkovic}}{{cite news|title=Telstra enters NBN race|url=http://www.theaustralian.com.au/news/telstra-enters-nbn-race/story-e6frg6n6-1111118146039|access-date=3 December 2013|newspaper=The Australian|date=26 November 2008|author=Michael Sainsbury}}

As a result, Telstra was removed from the National Broadband Network RFP process on 15 December 2008.{{cite news|title=Telstra's NBN bid rejected|url=http://www.theaustralian.com.au/news/telstras-nbn-bid-rejected/story-e6frg6n6-1111118319164|access-date=3 December 2013|newspaper=The Australian|date=15 December 2008|author=Allison Jackson|url-status=live|archive-url=https://web.archive.org/web/20140501234659/http://www.theaustralian.com.au/news/telstras-nbn-bid-rejected/story-e6frg6n6-1111118319164|archive-date=1 May 2014}} In response, Telstra announced that it would raise speeds on its existing Next G network and HFC "cable" network so that they both offer higher speeds than the RFP for the NBN requires.{{cite news|title=Telstra not beaten yet on broadband|url=http://www.theage.com.au/national/telstra-not-beaten-yet-on-broadband-20081215-6z3x.html?page=-1|access-date=3 December 2013|newspaper=The Age|date=16 December 2008|author=Peter Martin|agency=Australian Associated Press|url-status=live|archive-url=https://web.archive.org/web/20140123184921/http://www.theage.com.au/national/telstra-not-beaten-yet-on-broadband-20081215-6z3x.html?page=-1|archive-date=23 January 2014}} Following Telstra's exclusion from the National Broadband Network bidding process Telstra's share price suffered the biggest one-day percentage fall in its history.{{cite news|title=Telstra, Macarthur push Australian sharemarket down 2pc|url=https://www.theaustralian.com.au/business/latest/telstra-mcc-push-market-2pc-lower/news-story/92e685678e0884872716d0afceb47441|access-date=3 December 2013|newspaper=The Australian|date=16 December 2008|author=Allison Jackson}}{{Dead link|date=May 2020}}

NBN Co Limited signed a definitive agreement with Telstra on {{nowrap|23 June 2011}}, estimated to be worth {{nowrap|A$9 billion}} post-tax net present value,{{cite news|title=NBN Co and Telstra Sign Binding Definitive Agreements|url=https://www.nbnco.com.au/corporate-information/media-centre/media-releases/nbn-co-and-telstra-sign-binding-definitive-agreements.html|access-date=29 January 2018|newspaper=NBN Co|date=23 June 2011|url-status=live|archive-url=https://web.archive.org/web/20180129140347/https://www.nbnco.com.au/corporate-information/media-centre/media-releases/nbn-co-and-telstra-sign-binding-definitive-agreements.html|archive-date=29 January 2018}} building upon the signing of a financial heads of agreement a year beforehand.{{cite news|title=Telstra in $11bn NBN deal with Rudd government|url=http://www.theaustralian.com.au/business/telstra-in-11bn-nbn-deal-with-rudd-government/story-e6frg8zx-1225882022392|access-date=3 December 2013|newspaper=The Australian|date=21 June 2010|author=Mitchell Bingemann|author2=Jennifer Hewett|url-status=live|archive-url=https://web.archive.org/web/20140501234654/http://www.theaustralian.com.au/business/telstra-in-11bn-nbn-deal-with-rudd-government/story-e6frg8zx-1225882022392|archive-date=1 May 2014}} Telstra agreed to "disconnect"{{citation |work=Hansard |date=16 May 2011 |title=Joint Committee on the National Broadband Network |publisher=Parliament of Australia |url=http://www.aph.gov.au/hansard/joint/commttee/j32.pdf |access-date=31 May 2011 |page=16 |url-status=dead |archive-url=https://web.archive.org/web/20110604051316/http://www.aph.gov.au/hansard/joint/commttee/J32.pdf |archive-date=4 June 2011 }} its Internet customers from the copper and hybrid fibre-coaxial networks in areas where FTTP has been installed, and agreed to lease dark fibre, exchange space and ducts to NBN Co. As part of the agreement, Telstra would not be able to market their mobile network as an alternative to the NBN for a number of years. Telstra remains the owner of its networks.{{citation |work=Hansard |date=16 May 2011 |title=Joint Committee on the National Broadband Network |publisher=Parliament of Australia |url=http://www.aph.gov.au/hansard/joint/commttee/j32.pdf |access-date=31 May 2011 |pages=16, 31 |url-status=dead |archive-url=https://web.archive.org/web/20110604051316/http://www.aph.gov.au/hansard/joint/commttee/J32.pdf |archive-date=4 June 2011 }} On 18 October 2011, Telstra shareholders overwhelmingly approved the deal.{{cite news|title=Telstra shareholders vote yes on NBN|url=http://www.dailytelegraph.com.au/archive/news/telstra-shareholders-to-vote-on-nbn/story-e6frez7r-1226169421049|access-date=3 December 2013|newspaper=The Daily Telegraph|date=18 October 2011|author=Philip Jacob}}

On 14 December 2014 it was announced that in a A$11b renegotiated deal Telstra will transfer ownership of its copper and hybrid fibre-coaxial (HFC) networks to NBN while disconnecting premises from these networks. This ownership allows NBN Co to use these networks "where it sees fit in for its multi-technology NBN rollout."{{cite web|title=Telstra hands over copper, HFC in new $11bn NBN deal|url=http://www.itnews.com.au/News/398793,telstra-hands-over-copper-hfc-in-new-11bn-nbn-deal.aspx|access-date=15 December 2014|publisher=iTnews.com.au|date=14 December 2014|first=Allie|last=Coyne|url-status=live|archive-url=https://web.archive.org/web/20141216090228/http://www.itnews.com.au/News/398793,telstra-hands-over-copper-hfc-in-new-11bn-nbn-deal.aspx|archive-date=16 December 2014}}

Under the leadership of David Thodey, Telstra embarked upon a transformation agenda to become more sales and service focused.

As part of that, an ambitious customer service agenda was defined.{{cite news|author=Damon Kitney|title=Thodey goes undercover to discover the real Telstra|url=http://www.theaustralian.com.au/business/thodey-goes-undercover-to-discover-the-real-telstra/story-e6frg8zx-1225952347489|access-date=5 October 2011|newspaper=The Australian|date=12 November 2010|url-status=live|archive-url=https://web.archive.org/web/20110119072312/http://www.theaustralian.com.au/business/thodey-goes-undercover-to-discover-the-real-telstra/story-e6frg8zx-1225952347489|archive-date=19 January 2011}}

In 2014, Telstra was named "most respected company" by the Australian Financial Review newspaper.{{cite web|url=http://www.afr.com/p/boss/telstra_tops_list_of_most_respected_sg3rucOMVZGJ4t1DR2sAMK|title=Telstra tops list of Most Respected Companies 2014|work=Financial Review|url-status=live|archive-url=https://web.archive.org/web/20141116030808/http://www.afr.com/p/boss/telstra_tops_list_of_most_respected_sg3rucOMVZGJ4t1DR2sAMK|archive-date=16 November 2014}}

Early in 2010, Telstra announced the creation of a $1 billion "fighting fund" to be used in a concerted effort to win back market share in key product categories. This effort seems to have paid off with strong sales momentum announced in February 2011.{{cite news|author=Mitchell Bingemann|title=Fighting fund pays off|url=http://www.theaustralian.com.au/australian-it/fighting-fund-pays-off/story-fn7uxxqa-1226005543654|access-date=5 October 2011|newspaper=The Australian|date=22 February 2011}}

As part of its new strategy, Telstra announced that its "goal is for customer service to be fundamental to everything we do".{{cite web|title=Using the customer's voice to design Telstra's new customer service initiatives|url=http://www.telstra.com.au/abouttelstra/media-centre/speeches/using-the-customers-voice-to-design-telstras-new-customer-service-init.xml?searchYear=2010|work=Telstra|access-date=3 December 2013|author=Jenny Young|date=8 October 2010|url-status=dead|archive-url=https://web.archive.org/web/20131206105956/http://www.telstra.com.au/abouttelstra/media-centre/speeches/using-the-customers-voice-to-design-telstras-new-customer-service-init.xml?searchYear=2010|archive-date=6 December 2013}} In August 2011, Telstra Digital announced expansion of customer service into social media with 24/7 coverage.{{cite news|url=http://www.theaustralian.com.au/australian-it/telstra-reveals-social-networking-strategy/story-e6frgakx-1226116285981|title=Telstra reveals social networking strategy|last=Lee|first=Tracy|date=17 August 2011|access-date=5 October 2011|newspaper=The Australian|url-status=live|archive-url=https://web.archive.org/web/20110822035157/http://www.theaustralian.com.au/australian-it/telstra-reveals-social-networking-strategy/story-e6frgakx-1226116285981|archive-date=22 August 2011}} By November 2012, Telstra claimed 140,000 live chats for the month and a growth rate of this service of 600% p.a.{{cite web|url=http://www.news.com.au/money/money-matters/consumers-swamp-social-media/story-e6frfmd9-1226523983207|title=Shoppers put big demands on social media|last=Elsworth|first=Sophie|date=26 November 2012|publisher=News.com.au|access-date=10 February 2013|url-status=live|archive-url=https://web.archive.org/web/20130627183748/http://www.news.com.au/money/money-matters/consumers-swamp-social-media/story-e6frfmd9-1226523983207|archive-date=27 June 2013}} In October 2013, Telstra announced that it had grown its Live Chat workforce to 600 and its social media workforce to 30.[http://www.brw.com.au/p/tech-gadgets/telstra_target_leading_on_social_2FH5CFK8m2AgyHJsz473tJ Telstra, Target leading on social media customer service] {{webarchive|url=https://web.archive.org/web/20160113023949/http://www.brw.com.au/p/tech-gadgets/telstra_target_leading_on_social_2FH5CFK8m2AgyHJsz473tJ |date=13 January 2016 }}. Brw.com.au. Retrieved 12 April 2014. Customer Service became a pillar of the corporation’s social responsibility ethos according to Telstra’s head of social services Gerard Devan and the Telstra foundation.

The following table shows total complaints handled by the Telecommunications Industry Ombudsman (TIO) 2010–2015, and of those, the ones made against Telstra.{{cn}}

In February 2011, Telstra announced the formation of Telstra Digital under the leadership of Gerd Schenkel who was hired from National Australia Bank/UBank.{{cite web|title=Telstra to expand online service and add more than 100 new stores|url=http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-to-expand-online-service-and-add-more-than-100-new-stores.xml|work=Telstra|access-date=5 October 2011|date=21 February 2011|url-status=dead|archive-url=https://web.archive.org/web/20110928045020/http://www.telstra.com.au/abouttelstra/media-centre/announcements/telstra-to-expand-online-service-and-add-more-than-100-new-stores.xml|archive-date=28 September 2011}}{{cite news|last=Bettersby|first=Lucy|title=Telstra wants to get more customers online|url=https://www.smh.com.au/business/telstra-wants-to-get-more-customers-online-20110220-1b10v.html|access-date=5 October 2011|newspaper=The Sydney Morning Herald|date=21 February 2011|url-status=live|archive-url=https://web.archive.org/web/20110825114437/http://www.smh.com.au/business/telstra-wants-to-get-more-customers-online-20110220-1b10v.html|archive-date=25 August 2011}}{{cite web |author=Charis Palmer |url=http://technologyspectator.com.au/industry/internet/self-service-makes-sensis |title=Self-service makes Sensis |publisher=Technology Spectator |date=6 February 2012 |access-date=10 February 2013 |url-status=dead |archive-url=https://web.archive.org/web/20121015162331/http://technologyspectator.com.au/industry/internet/self-service-makes-sensis |archive-date=15 October 2012 }} Gerd reported to Karsten Wildberger who was Group Managing Director of Telstra Consumer, and was ultimately appointed to be the new minister for digitization of Germany in 2025. {{Cite news |last=Gnirke |first=Kristina |last2=Rosenbach |first2=Marcel |date=2025-04-29 |title=Karsten Wildberger: Ein Technikfreak wird Digitalminister |url=https://www.spiegel.de/politik/karsten-wildberger-ein-technikfreak-wird-digitalminister-a-1185a6f9-5b81-4684-9974-a0e59ad46396 |access-date=2025-05-03 |work=Der Spiegel |language=de |issn=2195-1349}}{{Cite web |last=Timmler |first=Vivien |date=2025-04-28 |title=Mediamarkt-Chef wird neuer Digitalminister: Wer ist Karsten Wildberger? |url=https://www.sueddeutsche.de/politik/karsten-wildberger-digitalminister-mediamarkt-saturn-li.3243206?reduced=true |access-date=2025-05-03 |website=Süddeutsche.de |language=de}}

Telstra Digital's initial purpose was to improve the use of digital channels for customer service. In April 2011, Telstra Digital relaunched its web homepage design.{{cite web|last=Schenkel|first=Gerd|title=The new face of t-t-t--telstra.com|url=http://exchange.telstra.com.au/2011/04/19/telstra-website-redesign/|work=Telstra Exchange|access-date=5 October 2011|date=19 April 2011|archive-date=11 September 2011|archive-url=https://web.archive.org/web/20110911111727/http://exchange.telstra.com.au/2011/04/19/telstra-website-redesign/|url-status=dead}} In July 2011, Telstra Digital launched "CrowdSupport", an online forum to crowd source customer service.{{cite web|url=http://itechreport.com.au/2011/07/08/telstra-turns-to-crowd-sourced-support-launches-crowdsupport/ |title=Telstra turns to crowd-sourced support, launches CrowdSupport |publisher=Itechreport.com.au |access-date=10 February 2013 |url-status=dead |archive-url=https://web.archive.org/web/20120628173500/http://itechreport.com.au/2011/07/08/telstra-turns-to-crowd-sourced-support-launches-crowdsupport/ |archive-date=28 June 2012 }} As of July 2017, Telstra's "CrowdSupport" had 463,000 posts.[http://crowdsupport.telstra.com.au/ Telstra Crowdsupport – Telstra Crowdsupport] {{webarchive|url=http://archive.wikiwix.com/cache/20140415225852/http://crowdsupport.telstra.com.au/ |date=15 April 2014 }}. Crowdsupport.telstra.com.au. Retrieved 28 July 2017. It was also cited as an example of "scaling at the edge" by Deloitte's Centre for the Edge.{{YouTube|5Vaq6GyAz4w|Telstra Crowdsupport}} (23 April 2013). Retrieved 20 August 2013.

In September 2011, Telstra Digital launched a new account services portal to help achieve its goal of managing 35% of Telstra's transactions.{{cite news | url=http://www.theage.com.au/business/telstra-aims-to-close-online-gap-with-rivals-20110930-1l179.html | location=Melbourne | work=The Age | title=Telstra aims to close online gap with rivals | date=30 September 2011 | url-status=live | archive-url=https://web.archive.org/web/20160101191728/http://www.theage.com.au/business/telstra-aims-to-close-online-gap-with-rivals-20110930-1l179.html | archive-date=1 January 2016 | df=dmy-all }} In October 2011, Telstra Digital announced a new mobile smartphone optimised version of its website.{{cite web |url=http://exchange.telstra.com.au/2011/10/28/say-hello-to-the-new-mobile-face-of-telstra-com/ |title=Say hello to the new mobile face of Telstra.com – Mobile, Website, Internet, Smartphone, Consumer | Telstra Exchange |publisher=Exchange.telstra.com.au |access-date=10 February 2013 |archive-date=15 October 2013 |archive-url=https://web.archive.org/web/20131015134556/http://exchange.telstra.com.au/2011/10/28/say-hello-to-the-new-mobile-face-of-telstra-com/ |url-status=dead }} In November 2011, Telstra Digital launched an iPhone app on a trial basis{{cite web|url=http://itechreport.com.au/2011/11/07/telstra-preps-my-telstra-iphone-app/ |title=Telstra preps My Telstra iPhone app |publisher=Itechreport.com.au |access-date=10 February 2013 |url-status=dead |archive-url=https://web.archive.org/web/20121105174028/http://itechreport.com.au/2011/11/07/telstra-preps-my-telstra-iphone-app/ |archive-date=5 November 2012 }} as well as a new online mobile phone shop.{{cite web |url=http://exchange.telstra.com.au/2011/11/08/who-wants-to-shop-online/ |title=Who wants to shop online? – Consumer, Goods, Services, 24 hours, Delivery | Telstra Exchange |publisher=Exchange.telstra.com.au |date=14 November 2011 |access-date=10 February 2013 |archive-date=6 July 2012 |archive-url=https://web.archive.org/web/20120706235951/http://exchange.telstra.com.au/2011/11/08/who-wants-to-shop-online/ |url-status=dead }}

In July 2012, Telstra Digital launched smartphone and Facebook apps for customers to manage their Telstra accounts{{cite web |url=http://www.arnnet.com.au/article/432194/telstra_launches_24x7_app_facebook/#closeme |last=Gee |first=Mike |date=31 July 2012 |publisher=ARN |title=Telstra launches 24x7 App on Facebook |access-date=25 September 2012 |url-status=live |archive-url=https://web.archive.org/web/20120809085413/http://www.arnnet.com.au/article/432194/telstra_launches_24x7_app_facebook/#closeme |archive-date=9 August 2012 }} and in November 2012, Telstra claimed that over 700,000 customers had downloaded those apps.{{cite web |url=https://www.facebook.com/Telstra24x7/posts/514186995267184 |title=Come, join over... |via=Facebook |access-date=10 February 2013 |url-status=live |archive-url=https://web.archive.org/web/20150904025323/https://www.facebook.com/Telstra24x7/posts/514186995267184 |archive-date=4 September 2015 }}{{Primary source inline|date=August 2020}} In August 2013, Telstra revealed that the apps reached 2.5 million downloads.{{cite web |url=http://www.telstra.com.au/abouttelstra/download/document/tls878-transcript-of-presentation-2013.pdf |title=Telstra – About us, investors, media, community & environment and our company |access-date=3 October 2013 |url-status=dead |archive-url=https://web.archive.org/web/20131005013048/http://www.telstra.com.au/abouttelstra/download/document/tls878-transcript-of-presentation-2013.pdf |archive-date=5 October 2013 }}

At a results announcement, CEO David Thodey remarked that "the group's new online strategy was delivering" in the context of a 28% reduction of inbound service calls.{{cite web |author=Charis Palmer |url=http://technologyspectator.com.au/emerging-tech/social-media/telstra-details-benefits-social-media-service-strategy |title=Telstra details benefits of social media service strategy |publisher=Technology Spectator |date=9 February 2012 |access-date=10 February 2013 |url-status=dead |archive-url=https://web.archive.org/web/20120213153915/http://technologyspectator.com.au/emerging-tech/social-media/telstra-details-benefits-social-media-service-strategy |archive-date=13 February 2012 }} Telstra estimated that its digital program will provide productivity benefits of $100 million in the 2013 financial year from lower printing costs, decreasing commissions to third parties, and reduced dependence on call centre staff.{{cite web|url=http://www.afr.com/p/technology/telstra_aims_for_more_digital_transactions_wPtHga50KKvG0dtA4Rl1TL|title=Telstra aims for more digital transactions|work=Financial Review|url-status=live|archive-url=https://web.archive.org/web/20140116063011/http://www.afr.com/p/technology/telstra_aims_for_more_digital_transactions_wPtHga50KKvG0dtA4Rl1TL|archive-date=16 January 2014}}

In October 2012, Telstra's CEO David Thodey stated, "The rise of online and social media had 'fundamentally changed the way' which the company communicated with its customers".{{cite web |url=http://www.cio.com.au/article/439170/telstra_reports_26_per_cent_drop_customer_complaints/ |title=Telstra reports 26 per cent drop in customer complaints |date=16 October 2012 |publisher=CIO |access-date=10 February 2013 |url-status=live |archive-url=https://web.archive.org/web/20130512201202/http://www.cio.com.au/article/439170/telstra_reports_26_per_cent_drop_customer_complaints/ |archive-date=12 May 2013 }} In a 2015 Deloitte report, Telstra disclosed that its "CrowdSupport" service community had generated 200,000 pieces of user-generated content.{{cite web |url=http://d2mtr37y39tpbu.cloudfront.net/wp-content/uploads/2015/01/Tech-Trends-2015-FINAL_1.pdf |title=Tech Trends 2015 |date=2015 |access-date=2023-04-24 |language=en |archive-url=https://web.archive.org/web/20150206223500/http://d2mtr37y39tpbu.cloudfront.net/wp-content/uploads/2015/01/Tech-Trends-2015-FINAL_1.pdf |archive-date=6 February 2015 }} In August 2016, Telstra disclosed that "more than 60%" of visitors to "CrowdSupport" manage to find an answer on the community.{{cite web|url=http://www.slideshare.net/capgemini/digital-transformation-review-9|title=Digital Transformation Review 9: The Digital Strategy Imperative #DTR9|last=Capgemini|date=20 July 2016|url-status=live|archive-url=https://web.archive.org/web/20160812124234/http://www.slideshare.net/capgemini/digital-transformation-review-9|archive-date=12 August 2016}}

In February 2013, Telstra introduced the ability to pay its bills via PayPal.[http://exchange.telstra.com.au/2013/02/28/telstra-partners-with-paypal-for-bill-payments/ Telstra partners with PayPal for bill payments | Telstra Exchange] {{webarchive|url=https://web.archive.org/web/20160101191729/http://exchange.telstra.com.au/2013/02/28/telstra-partners-with-paypal-for-bill-payments/ |date=1 January 2016 }}. Exchange.telstra.com.au. Retrieved 20 August 2013. And in June 2013, Telstra launched a new website, including the ability for customers to link their online accounts to their Facebook identity.{{cite web|url=http://exchange.telstra.com.au/2013/06/18/your-new-and-improved-telstra-com-has-landed/|title=Your new and improved telstra.com has landed|work=Telstra Exchange|url-status=live|archive-url=https://web.archive.org/web/20160101191729/http://exchange.telstra.com.au/2013/06/18/your-new-and-improved-telstra-com-has-landed/|archive-date=1 January 2016}}{{cite web|url=http://crowdsupport.telstra.com.au/t5/Announcements/Log-in-to-My-Account-with-Facebook-is-here/ba-p/168598|title=Log in to My Account with Facebook is here|work=CrowdSupport|url-status=live|archive-url=https://web.archive.org/web/20130710094428/http://crowdsupport.telstra.com.au/t5/Announcements/Log-in-to-My-Account-with-Facebook-is-here/ba-p/168598|archive-date=10 July 2013}}

In March 2014, Telstra announced a new digital development program called "Digital First" with a stated aim to conduct 65 to 70 percent of its transactions online.{{cite news|title=Telstra in online push for sales, service |url-access=subscription |url=https://www.afr.com/companies/telecommunications/telstra-in-online-push-for-sales-service-20140304-ixnpe|access-date=30 March 2014|date=4 March 2014|author=James Hutchinson|url-status=live|archive-url=https://web.archive.org/web/20140308104213/http://www.afr.com/p/technology/telstra_in_online_push_for_sales_4qNepudkR6yWgOMngIaG7K|archive-date=8 March 2014 |work=The Australian Financial Review}} Telstra published a white paper sharing some key metrics of its digital program:{{cite web|title=Creating a Brilliant Digital Future|url=http://www.telstra.com.au/business-enterprise/download/document/digital_first_discussion_paper.pdf|type=Telstra white paper|work=Telstra|access-date=30 March 2014|author=Gerd Schenkel|year=2014|url-status=dead|archive-url=https://web.archive.org/web/20140520230334/http://www.telstra.com.au/business-enterprise/download/document/digital_first_discussion_paper.pdf|archive-date=20 May 2014}}

In September 2014, Telstra announced the opening of a "Digital Transformation Centre" in Sydney to design and built new digital tools for its service systems.{{cite news|url=https://www.zdnet.com/home-and-office/networking/telstra-takes-major-step-on-digital-first-path/|title=Telstra takes major step on Digital First path|author=Leon Spencer|publisher=ZDNet|url-status=live|archive-url=https://web.archive.org/web/20140912114433/http://www.zdnet.com/telstra-takes-major-step-on-digital-first-path-7000033604/|archive-date=12 September 2014 |date=11 September 2014}}{{cite web|url=http://exchange.telstra.com.au/2014/09/12/opening-of-the-telstra-digital-transformation-centre-in-sydney/|title=Opening of the Telstra Digital Transformation Centre in Sydney|work=Telstra Exchange|date=12 September 2014|url-status=dead|archive-url=https://web.archive.org/web/20140915135010/http://exchange.telstra.com.au/2014/09/12/opening-of-the-telstra-digital-transformation-centre-in-sydney|archive-date=15 September 2014}}

In June 2014, Telstra disclosed that it had 3 million customers on "electronic billing" saving it $3 million per month in costs.{{cite web|url=http://www.cmo.com.au/article/547998/quick_wins_culture_technology_behind_telstra_digital_strategy/|title=Quick wins, culture and technology behind Telstra's digital strategy|work=cmo.com.au|date=19 June 2014 |url-status=live|archive-url=https://web.archive.org/web/20140619230353/http://www.cmo.com.au/article/547998/quick_wins_culture_technology_behind_telstra_digital_strategy/|archive-date=19 June 2014}} Telstra also mentioned that live chat accounted for 10% of total contact centre activity.{{cite news|url=http://www.businessspectator.com.au/news/2014/6/20/technology/telstra-working-uber-system-improve-maintenance-calls|title=Telstra working on 'Uber-like' system to improve maintenance calls|date=20 June 2014|url-status=live|archive-url=https://web.archive.org/web/20140622231521/http://www.businessspectator.com.au/news/2014/6/20/technology/telstra-working-uber-system-improve-maintenance-calls|archive-date=22 June 2014 |first=Harrison |last=Polites |work=Business Spectator |via=The Australian Business Review}}

In December 2015, Telstra Digital launched customer service on Periscope.{{cite web|url=http://www.adnews.com.au/news/periscope-to-stream-live-in-twitter-ecosystem|title=Periscope to stream live in Twitter ecosystem – AdNews|url-status=live|archive-url=https://web.archive.org/web/20160114061545/http://www.adnews.com.au/news/periscope-to-stream-live-in-twitter-ecosystem|archive-date=14 January 2016}}

In October 2016, the executive director of Telstra Digital Gerd Schenkel left Telstra{{cite news|url=http://www.theaustralian.com.au/business/margin-call/its-not-you-its-us-rice-exits-nine/news-story/581748ee5ed16add5a779052179b77af |url-access=subscription |title=It's us, not you: Rice exits Nine|work=The Australian|access-date=14 January 2017|archive-date=1 June 2021|archive-url=https://web.archive.org/web/20210601035313/https://insight.adsrvr.org/track/up?adv=vrges6n&ref=https%3A%2F%2Fwww.theaustralian.com.au%2Fsubscribe%2Fnews%2F1%2F%3FsourceCode%3DTAWEB_WRE170_a%26dest%3Dhttps%253A%252F%252Fwww.theaustralian.com.au%252Fbusiness%252Fmargin-call%252Fits-not-you-its-us-rice-exits-nine%252Fnews-story%252F581748ee5ed16add5a779052179b77af%26memtype%3Danonymous%26mode%3Dpremium%26v21suffix%3D414-b&upid=rjdl4pv&upv=1.1.0|url-status=live}} to become CEO of a fintech company.{{cite news|url=http://www.afr.com/technology/tyro-turns-to-gerd-schenkel-as-new-ceo-to-disrupt-the-banks-20161019-gs5rva|title=Tyro turns to Gerd Schenkel as new CEO to disrupt the banks|date=19 October 2016|url-status=live|archive-url=https://web.archive.org/web/20161022143511/http://www.afr.com/technology/tyro-turns-to-gerd-schenkel-as-new-ceo-to-disrupt-the-banks-20161019-gs5rva|archive-date=22 October 2016 |url-access=subscription |first=James |last=Eyres |work=The Australian Financial Review |quote=Australia's newest bank, Tyro, has appointed the founder of National Australia Bank's UBank and Telstra Digital, Gerd Schenkel, as its new chief executive, in a sign the payments disrupter plans to ramp up its attack on the big banks' small business lending customers.}}

File:Telstra in Chadstone Mall 2017.JPG, Melbourne]]

File:Telstra Store in the Sturt Mall (1).jpg

Telstra owns and operates a series of retail stores known as Telstra Stores. Some are directly owned and operated by Telstra and some are operated by licensees.[http://www.seekcommercial.com.au/Business/Profile.aspx?ClientId=2620&t=0 Telstra – License For Sale] {{webarchive|url=https://web.archive.org/web/20140305140039/http://www.seekcommercial.com.au/Business/Profile.aspx?ClientId=2620&t=0 |date=5 March 2014 }}. SEEK Commercial (1 January 2013). Retrieved 29 October 2013.

As of May 2016, Telstra has a total of 360 retail stores across Australia.{{cite web|url=https://careers.telstra.com/Career-Paths/Retail|title=Telstra Retail Careers|access-date=18 May 2016|url-status=live|archive-url=https://web.archive.org/web/20160531224554/https://careers.telstra.com/Career-Paths/Retail|archive-date=31 May 2016}} This includes several new 'Discovery' stores, where Telstra has invested millions in redesigning key stores based on local requirements. These designs include new displays, accessory shops, digital tickets and free baristas.{{cite web |url=http://ausdroid.net/2015/11/30/telstra-today-launches-its-innovative-new-melbourne-discovery-store/ |title=Telstra Retail Careers |author=Alex Dennis |date=10 November 2015 |access-date=18 May 2016 |url-status=live |archive-url=https://web.archive.org/web/20160605052820/http://ausdroid.net/2015/11/30/telstra-today-launches-its-innovative-new-melbourne-discovery-store/ |archive-date=5 June 2016 }}

109 of Telstra's stores are owned and operated by Vita Group, a publicly listed company with a market capitalisation of approximately $600m (June 2016).

In February 2011, Telstra announced the creation of an additional 100 retail stores within three years.{{cite web|url=http://www.crn.com.au/news/how-vita-cracked-100-telstra-stores-while-mac-sales-sunk-401253|title=How Vita cracked 100 Telstra Stores while Mac sales sunk|website=CRN Australia|url-status=live|archive-url=https://web.archive.org/web/20160917120024/http://www.crn.com.au/news/how-vita-cracked-100-telstra-stores-while-mac-sales-sunk-401253|archive-date=17 September 2016}}

The carrier opened the world's first Android store, called "Androidland", on Bourke Street, Melbourne, Australia, in December 2011.{{cite web |url=http://apcmag.com/meet-androidland-australia-opens-world-first-android-store-in-melbourne.htm |title=Meet Androidland: Australia opens "world-first" Android store in Melbourne |access-date=10 December 2011 |url-status=live |archive-url=http://archive.wikiwix.com/cache/20111210221904/http://apcmag.com/meet-androidland-australia-opens-world-first-android-store-in-melbourne.htm |archive-date=10 December 2011 }}

These developments built on Telstra's T[life] concept stores it had launched in the early 2000s.{{cite web|url=http://www.cnet.com.au/telstra-unveils-tlife-melbourne-339290139.htm|title=Telstra unveils T Life Melbourne|publisher=cnet.com.au|access-date=15 May 2011|url-status=live|archive-url=https://web.archive.org/web/20120405132427/http://www.cnet.com.au/telstra-unveils-tlife-melbourne-339290139.htm|archive-date=5 April 2012}}

In November 1997, the Australian government sold the first tranche of its Telstra shares, 4.29 Billion shares, publicly at a price of $3.40 per share to institutional investors and $3.30 to retail investors. This sale is commonly referred to as "T1".[http://www.aph.gov.au/About_Parliament/Parliamentary_Departments/Parliamentary_Library/Publications_Archive/online/TelstraSale Telstra Sale – Parliament of Australia] {{webarchive|url=https://web.archive.org/web/20160121165425/http://www.aph.gov.au/About_Parliament/Parliamentary_Departments/Parliamentary_Library/Publications_Archive/online/TelstraSale |date=21 January 2016 }}. Aph.gov.au. Retrieved 12 April 2014. In October 1999, the Australian government sold the second tranche of its Telstra shares under the "T2" program for $7.80 per share to institutional investors and $7.40 to retail investors. In November 2006, the government sold a third tranche of its shares, "T3", at $3.60 per share.[http://www.asxshareprices.com.au/telstra-share-price/ Telstra Shares | Telstra Share Price] {{webarchive|url=https://web.archive.org/web/20160101191729/http://www.asxshareprices.com.au/telstra-share-price/ |date=1 January 2016 }}. Asxshareprices.com.au. Retrieved 12 April 2014.

Since its privatisation, Telstra shares have hit a low of just over $2.50 per share in late 2010.[http://au.finance.yahoo.com/q/bc?s=TLS.AX&t=5y&l=on&z=l&q=l&c= TLS.AX Basic Chart | TELSTRA FPO Stock – Yahoo!7 Finance] {{webarchive|url=http://archive.wikiwix.com/cache/20160206162505/http://au.finance.yahoo.com/q/bc?s=TLS.AX&t=5y&l=on&z=l&q=l&c= |date=6 February 2016 }}. Yahoo! Finance.com (27 October 1998). Retrieved 12 April 2014. Since then, Telstra shares have risen to $5 per share in December 2013 and $6 per share in December 2014.{{cite web|url=http://www.fool.com.au/2014/12/22/telstra-share-price-hits-6/|title=Telstra share price hits $6 – Motley Fool Australia|work=The Motley Fool|date=22 December 2014|url-status=live|archive-url=https://web.archive.org/web/20141222164341/https://www.fool.com.au/2014/12/22/telstra-share-price-hits-6/|archive-date=22 December 2014}}

On 17 May 2019 the shares closed on the ASX at $3.56 up from a twelve-month low of $2.547 per share{{Cite web | url=https://www.asx.com.au/asx/share-price-research/company/TLS | title=Share Price & Information – ASX | access-date=19 May 2019 | archive-date=10 September 2019 | archive-url=https://web.archive.org/web/20190910231752/https://www.asx.com.au/asx/share-price-research/company/TLS | url-status=live }}

In February 2014, Telstra raised its dividend from 14c to 14.5c per share.[http://www.abc.net.au/news/2014-02-13/telstra-raises-dividend-amid-profit-growth/5256916 Telstra raises dividend amid profit growth – ABC News (Australian Broadcasting Corporation)] {{webarchive|url=https://web.archive.org/web/20140224183924/http://www.abc.net.au/news/2014-02-13/telstra-raises-dividend-amid-profit-growth/5256916 |date=24 February 2014 }}. Australian Broadcasting Corporation (13 February 2014). Retrieved 12 April 2014.

Amid the global pandemic crisis of the coronavirus in 2020, Telstra was one of three companies of the ASX 200 to gain in the week starting 15 March. It increased by 1.8 percent on the Australian Securities Exchange.[https://www.abc.net.au/news/2020-03-16/coronavirus-fears-see-australian-market-slump-to-start-new-week/12058904 ASX 200 posts biggest fall on record, Reserve Bank flags further measures amid coronavirus fears – ABC News (Australian Broadcasting Corporation)] {{Webarchive|url=https://web.archive.org/web/20200415002201/https://www.abc.net.au/news/2020-03-16/coronavirus-fears-see-australian-market-slump-to-start-new-week/12058904 |date=15 April 2020 }}. Retrieved 23 March 2020.

In January 2014, Telstra announced its intention to sell 70% of Sensis to Platinum Equity for $454 million.{{cite web|url=http://www.theaustralian.com.au/business/mergers-acquisitions/telstra-to-sell-70pc-of-sensis-to-platinum-equity/story-fn91vdzj-1226800410576|title=Telstra does $454m directories deal|date=13 January 2014|url-status=live|archive-url=https://web.archive.org/web/20140116021937/http://www.theaustralian.com.au/business/mergers-acquisitions/telstra-to-sell-70pc-of-sensis-to-platinum-equity/story-fn91vdzj-1226800410576|archive-date=16 January 2014}} Sensis was said to have once been "one of Telstra's most lucrative businesses" and reportedly "has been under pressure in recent years amid competition from more agile digital alternatives such as Google".

In February 2014, Telstra was reportedly seeking to reduce Sensis employment by 400 to 1,000 positions.{{cite web|url=http://www.afr.com/p/telstra_to_cut_sensis_jobs_union_QvVWGJOUSrqHwq4YMyO1wI|title=Telstra to cut 400 Sensis jobs: union|date=17 February 2014|last1=Smith|first1=Paul |work=Financial Review|url-status=dead|archive-url=https://web.archive.org/web/20140222174125/http://www.afr.com/p/telstra_to_cut_sensis_jobs_union_QvVWGJOUSrqHwq4YMyO1wI|archive-date=22 February 2014}}{{cite web|url=http://www.afr.com/p/national/telstra_tipped_to_outsource_another_NqoBjEp8hdOGZYbUQds16N|title=Telstra tipped to outsource another 1000 jobs|work=Financial Review|url-status=dead|archive-url=https://web.archive.org/web/20140222174122/http://www.afr.com/p/national/telstra_tipped_to_outsource_another_NqoBjEp8hdOGZYbUQds16N|archive-date=22 February 2014}}

In September 2013, Telstra launched a new health business unit – Telstra Health and hired Shane Solomon as the head.{{cite web|url=http://www.afr.com/news/policy/industrial-relations/telstra-hires-kpmgs-solomon-in-healthcare-push-20130215-ji6i8|title=Telstra hires KPMG's Solomon in healthcare push | afr.com|url-status=live|archive-url=https://web.archive.org/web/20160304091555/http://www.afr.com/news/policy/industrial-relations/telstra-hires-kpmgs-solomon-in-healthcare-push-20130215-ji6i8|archive-date=4 March 2016}}

In September 2016, Telstra Health was awarded a $220m government contract amidst claims of "lack of transparency".{{cite web|url=https://www.smh.com.au/federal-politics/political-news/concerns-over-220-million-telstra-health-contracts-lack-of-transparency-20160928-grqavu.html|title=Concerns over $220 million Telstra Health contract's 'lack of transparency'|first=Amy|last=Remeikis|date=28 September 2016|via=The Sydney Morning Herald|url-status=live|archive-url=https://web.archive.org/web/20170331204932/http://www.smh.com.au/federal-politics/political-news/concerns-over-220-million-telstra-health-contracts-lack-of-transparency-20160928-grqavu.html|archive-date=31 March 2017}}

Shane Solomon left Telstra in Nov 2016.{{cite web|url=http://www.itnews.com.au/news/telstras-inaugural-health-boss-resigns-440712|title=Telstra's inaugural Health boss resigns|website=iTnews|url-status=live|archive-url=https://web.archive.org/web/20170116182533/http://www.itnews.com.au/news/telstras-inaugural-health-boss-resigns-440712|archive-date=16 January 2017}}

In December 2014, Telstra signed an agreement with the federal government's A.C.N. 86 136 533 741 (NBN Co) Limited. This agreement is said to retain the $11b value for Telstra of the original agreement from October 2011 and will see the company progressively sell its copper and Hybrid fiber-coaxial networks to A.C.N. 86 136 533 741 (NBN Co) Limited.{{cite web|url=https://www.smh.com.au/business/telstra-signs-new-11-billion-nbn-agreement-20141214-126vqv.html|title=Telstra signs new $11 billion NBN agreement|work=The Sydney Morning Herald|url-status=live|archive-url=https://web.archive.org/web/20141214150007/http://www.smh.com.au/business/telstra-signs-new-11-billion-nbn-agreement-20141214-126vqv.html|archive-date=14 December 2014}}

On 19 February 2015, Telstra announced that CEO David Thodey would retire on 1 May 2015 and be replaced by successor Andy Penn.{{cite web|url=http://www.abc.net.au/news/2015-02-20/david-thodey-leaves-telstra-replaced-by-andy-penn/6159094|title=David Thodey leaves Telstra, replaced as CEO by Andrew Penn|work=ABC News|date=19 February 2015|url-status=live|archive-url=https://web.archive.org/web/20150328063751/http://www.abc.net.au/news/2015-02-20/david-thodey-leaves-telstra-replaced-by-andy-penn/6159094|archive-date=28 March 2015}} Penn's era was marked by the very difficult transition to the NBN, a government policy decision which had significant implications for Telstra. Penn indicated new focus on growth in the core business with a pulling back from international markets,{{cite web|url=http://www.theaustralian.com.au/business/new-chief-andy-penn-wants-telstra-to-broaden-its-horizons/story-e6frg8zx-1227233041979|title=Subscribe to The Australian – Newspaper home delivery, website, iPad, iPhone & Android apps|website=The Australian}} including the discontinuation of a joint venture to build a mobile phone network in the Philippines.{{cite web|url=https://www.smh.com.au/business/the-economy/telstra-pulls-out-of-philippines-talks-report-20160313-gnhzrc.html|title=Telstra pulls out of Philippines venture but CEO keen for Asian acquisitions|first=David|last=Ramli|date=14 March 2016|via=The Sydney Morning Herald|url-status=dead|archive-url=https://web.archive.org/web/20161115200305/http://www.smh.com.au/business/the-economy/telstra-pulls-out-of-philippines-talks-report-20160313-gnhzrc.html|archive-date=15 November 2016|access-date=26 November 2016}} On 14 March 2016, Telstra ended their talks between the company and the Philippine-based conglomerate San Miguel Corporation for a planned joint telecommunications venture in the Philippines due to several factors.{{cite news|url=http://www.rappler.com/business/industries/172-telecommunications-media/125715-telstra-san-miguel-end-talks|title=San Miguel Corp, Telstra end joint venture plan|work=Rappler|last=dela Paz|first=Charisse|date=14 March 2016|access-date=14 March 2016|url-status=live|archive-url=https://web.archive.org/web/20160315135547/http://www.rappler.com/business/industries/172-telecommunications-media/125715-telstra-san-miguel-end-talks|archive-date=15 March 2016}}

In 2016, Telstra suffered a series of network outages{{cite web|url=http://www.theaustralian.com.au/business/technology/telstra-declares-improvements-after-unacceptable-outages/news-story/32fa2d69371f3ae1bacbbac35afdf54d|title=Subscribe to The Australian – Newspaper home delivery, website, iPad, iPhone & Android apps|website=The Australian|access-date=15 October 2017|archive-date=1 June 2021|archive-url=https://web.archive.org/web/20210601035318/https://insight.adsrvr.org/track/up?adv=vrges6n&ref=https%3A%2F%2Fwww.theaustralian.com.au%2Fsubscribe%2Fnews%2F1%2F%3FsourceCode%3DTAWEB_WRE170_a%26dest%3Dhttps%253A%252F%252Fwww.theaustralian.com.au%252Fbusiness%252Ftechnology%252Ftelstra-declares-improvements-after-unacceptable-outages%252Fnews-story%252F32fa2d69371f3ae1bacbbac35afdf54d%26memtype%3Danonymous%26mode%3Dpremium%26v21suffix%3D414-b&upid=rjdl4pv&upv=1.1.0|url-status=live}}{{cite web|url=https://www.smh.com.au/business/telstra-outages-now-a-real-problem-for-the-company-20160701-gpw5ra.html|title=Telstra outages now a real problem for the company|first=Elizabeth|last=Knight|date=1 July 2016|via=The Sydney Morning Herald|url-status=live|archive-url=https://web.archive.org/web/20161005181858/http://www.smh.com.au/business/telstra-outages-now-a-real-problem-for-the-company-20160701-gpw5ra.html|archive-date=5 October 2016}} for which the company apologised.{{Cite web |url=https://www.abc.net.au/news/2016-05-29/telstra-apologises-for-internet-outage-with-$25-credit-customers/7456832 |title=Telstra apologises for internet outage with $25 credit |date=29 May 2016 |website=ABC News |language=en-AU |access-date=5 June 2019 |archive-date=15 May 2018 |archive-url=https://web.archive.org/web/20180515044211/http://www.abc.net.au/news/2016-05-29/telstra-apologises-for-internet-outage-with-$25-credit-customers/7456832 |url-status=live }} In December of that year, Telstra announced the appointment of Robyn Denholm as its new COO, following the departure of Kate McKenzie who left after the network outages.{{cite web|url=http://www.theaustralian.com.au/business/news/robyn-denholm-to-replace-kate-mckenzie-at-telstra/news-story/91bbfa788d9e9105f7d1d0e2f692254a|title=Telstra appoints new COO|date=5 December 2016|access-date=6 December 2016|archive-date=1 June 2021|archive-url=https://web.archive.org/web/20210601035306/https://insight.adsrvr.org/track/up?adv=88zyn8h&ref=https%3A%2F%2Fwww.theaustralian.com.au%2Fsubscribe%2Fnews%2F1%2F%3FsourceCode%3DTAWEB_WRE170_a%26dest%3Dhttps%253A%252F%252Fwww.theaustralian.com.au%252Fbusiness%252Fnews%252Frobyn-denholm-to-replace-kate-mckenzie-at-telstra%252Fnews-story%252F91bbfa788d9e9105f7d1d0e2f692254a%26memtype%3Danonymous%26mode%3Dpremium%26v21suffix%3D414-b&upid=hcgtqbu&upv=1.1.0|url-status=live}} In December, Telstra announced the hire of a new CTO to replace the predecessor who left amongst allegations of CV fraud.{{cite web|url=http://www.businessinsider.com.au/telstras-appoints-ericsson-exec-eriksson-as-new-cto-after-wiping-predecessor-from-history-2016-12|title=Telstra appoints Ericsson exec Eriksson as new CTO, after wiping predecessor from history|first=Tony|last=Yoo|date=14 December 2016|url-status=dead|archive-url=https://web.archive.org/web/20161217011147/http://www.businessinsider.com.au/telstras-appoints-ericsson-exec-eriksson-as-new-cto-after-wiping-predecessor-from-history-2016-12|archive-date=17 December 2016}} In 2016, the government raised the possibility that Telstra's regional mobile network may be forced to be opened to competitor' use under a roaming scheme. A prospect strongly being fought by Telstra.{{cite web|url=https://www.smh.com.au/business/commission-recommends-scrapping-telstras-universal-service-obligation-funds-20161206-gt4y7y.html|title=Productivity Commission recommends scrapping Telstra's Universal Service Obligation funds|first=Lucy|last=Battersby|date=6 December 2016|via=The Sydney Morning Herald|url-status=live|archive-url=https://web.archive.org/web/20161209061128/http://www.smh.com.au/business/commission-recommends-scrapping-telstras-universal-service-obligation-funds-20161206-gt4y7y.html|archive-date=9 December 2016}} Penn announced a $3bn investment program to strength its networks and as a platform for future digital investments.

In February 2017, Telstra announced that revenue had dropped 3.5%, Net Profit After Tax had dropped by over 14%{{cite web |url=https://www.intelligentinvestor.com.au/telstra-interim-result-2017-1859441 |title=Telstra: Interim result 2017 |access-date=22 February 2017 |url-status=live |archive-url=https://web.archive.org/web/20170223125128/https://www.intelligentinvestor.com.au/telstra-interim-result-2017-1859441 |archive-date=23 February 2017 }}. due to the impact of the rollout of the NBN by the Australian Government. As a result, Telstra's share price dropped by 4.5% on the same day.{{cite web|url=https://www.smh.com.au/business/telstra-posts-surprise-profit-slump-as-fixed-line-mobile-revenue-drops-20170215-gue04u.html|title=Telstra posts surprise profit slump as fixed line, mobile revenue drops|first=Lucy|last=Battersby|date=16 February 2017|via=The Sydney Morning Herald|url-status=live|archive-url=https://web.archive.org/web/20170223045409/http://www.smh.com.au/business/telstra-posts-surprise-profit-slump-as-fixed-line-mobile-revenue-drops-20170215-gue04u.html|archive-date=23 February 2017}} In August 2017, Telstra announced that it would cut its dividend in response to the financial implications of the NBN and to fund its network investments, leading to a drop in share price by over 10% in a single day to reach a 5-year low.{{cite web|url=http://www.theaustralian.com.au/business/technology/telstra-shareholders-face-dividend-cut/news-story/e83888c1145aca6adcf40f9763300391|title=Subscribe to The Australian – Newspaper home delivery, website, iPad, iPhone & Android apps|website=The Australian|access-date=31 August 2017|archive-date=1 June 2021|archive-url=https://web.archive.org/web/20210601035338/https://insight.adsrvr.org/track/up?adv=88zyn8h&ref=https%3A%2F%2Fwww.theaustralian.com.au%2Fsubscribe%2Fnews%2F1%2F%3FsourceCode%3DTAWEB_WRE170_a%26dest%3Dhttps%253A%252F%252Fwww.theaustralian.com.au%252Fbusiness%252Ftechnology%252Ftelstra-shareholders-face-dividend-cut%252Fnews-story%252Fe83888c1145aca6adcf40f9763300391%26memtype%3Danonymous%26mode%3Dpremium%26v21suffix%3D414-b&upid=hcgtqbu&upv=1.1.0|url-status=live}}

In June 2018, Telstra announced its Telstra2022 strategy designed to face into headwinds from the NBN rollout and return the business to growth.{{Cite web|last=Reichert|first=Corinne|title=Telstra2022: Key takeaways from Telstra's new strategy|url=https://www.zdnet.com/article/telstra2022-key-takeaways-from-telstras-new-strategy/|access-date=2021-06-29|publisher=ZDNet|language=en}} Composed of four pillars, the strategy was designed to remove $1 billion of operating costs from the business, simplifying its overall structure and leading to six key outcomes: improve customer experiences, simplify its products and operating model, extend network superiority and 5G leadership, achieve global high performance in employee engagement, reduce net productivity costs, and attain a return on capital investment post the NBN rollout.

On 20 June 2018, Telstra announced a reduction of 9,500 jobs (8,000 net job losses after considering 1,500 new roles to be created) as part of its "Telstra 2022" (T22) plan.{{Cite news|url=http://www.abc.net.au/news/2018-06-20/telstras-big-bang-splits-in-two-as-jobs-and-plans-go/9889436|title=Telstra's big bang splits the company in two as 8,000 jobs go. Will it work?|date=20 June 2018|work=ABC News|access-date=20 June 2018|language=en-AU|archive-date=24 June 2018|archive-url=https://web.archive.org/web/20180624033901/http://www.abc.net.au/news/2018-06-20/telstras-big-bang-splits-in-two-as-jobs-and-plans-go/9889436|url-status=live}}

Created on 1 July 2018, Telstra InfraCo{{Cite web |title=Telstra launches new holding company, subsidiaries as restructuring moves forward |url=https://www.crn.com.au/news/telstra-launches-new-holding-company-subsidiaries-as-restructuring-moves-forward-562422 |access-date=2023-02-17 |website=CRN Australia}} would serve as the infrastructure business, owning an estimated $11 billion AUD in assets made up of data centres, non-mobiles related domestic fibre, copper, HFC, subsea cables, exchanges, poles, ducts, and pipes.{{Cite web|title=Here's what we know about Telstra InfraCo, the new wholesale business|url=https://www.crn.com.au/news/heres-what-we-know-about-telstra-infraco-the-new-wholesale-business-494860|access-date=2021-07-11|website=CRN Australia}} InfraCo opened its dark fibre network across six Australian state capitals in February 2021.{{Cite web|last=Barbaschow|first=Asha|title=Telstra InfraCo opens up dark fibre network|url=https://www.zdnet.com/home-and-office/networking/telstra-infraco-opens-up-dark-fibre-network/|access-date=2021-07-11|publisher=ZDNet|language=en}} Telstra said the dark fibre network would open up a wealth of capabilities and control for its targeted audience of network operates and service providers such as global carriers, data centre operators, internet service producers and over the top providers according to Infrastructure Chief Ross Lambi.{{Cite web|title=Telstra's InfraCo launches dark fibre offering|url=https://www.crn.com.au/news/telstras-infraco-launches-dark-fibre-offering-561425|access-date=2021-07-11|website=CRN Australia}}

In February 2021, Telstra announced plans to take back full ownership of its 337 retail stores. At the time of the announcement Telstra owned and operated 67 of its stores, Vita Group owned and operated 104 stores, and the remaining 166 were operated by individual licensees.{{Cite web|date=11 February 2021|title=Vita shares plunge as Telstra takes control of retail stores|url=https://www.afr.com/companies/retail/telstra-takes-control-of-retail-stores-20210211-p571l2|access-date=2021-05-04|archive-url=https://web.archive.org/web/20210211065319/https://www.afr.com/companies/retail/telstra-takes-control-of-retail-stores-20210211-p571l2|archive-date=11 February 2021}} The process of transitioning stores back to Telstra ownership took around 12 to 18 months to complete.{{Cite web|date=26 February 2021|title=BREAKING NEWS: Telstra To Take Back Control Of Retail Stores Threat To JB Hi Fi – channelnews|url=https://www.channelnews.com.au/breaking-news-telstra-to-take-back-control-of-their-retail-stores-threat-to-jb-hi-fi/|access-date=2021-05-04|archive-url=https://web.archive.org/web/20210226190929/https://www.channelnews.com.au/breaking-news-telstra-to-take-back-control-of-their-retail-stores-threat-to-jb-hi-fi/|archive-date=26 February 2021}} As part of the T22 program Telstra also brought its call centres back on shore.

Ultimately the T22 strategy proved to be very successful with a significant improvement in customer metrics, employee engagement, a return to profitable growth supported by a $2.7 bn reduction in annualised costs. Telstra's share price increased more than 50% from a low in 2018 of $2.63 to more than $4 in 2022.

On 30 March 2022, Telstra announced that Vicki Brady would become the new chief executive officer effective 1 September 2022.{{cite web | url=https://www.telstra.com.au/aboutus/media/media-releases/CEO-retirement-and-succession | title=Telstra announces CEO retirement and succession }} In December 2023, Telstra acquired Versent, a provider of cloud transformation and security products and services, for $267.5 million.{{Cite web |date=2023-12-09 |title=Telstra spends $267.5M on Versent |url=https://www.arnnet.com.au/article/1253931/edge-2023-drummers-and-fire-twirling-bring-channel-together-by-aussie-broadband.html |access-date=2024-12-08 |website=ARN |language=en-US}}

On 21 May 2024, Brady announced plans to lay off 2,800 employees by the end of 2024. Most of these roles would be in the B2B Telstra Enterprise division, with 377 roles in consultancy for redundancy. Brady said the changes were part of the company's transition towards AI technology. Communication Workers Union national assistant secretary James Perkins criticised the lack of staff warning prior to the announcement.{{cite news |last1=Chau |first1=David |last2=Janda |first2=Michael |title=Telstra to sack 2,800 workers as part of cost-cutting measures |url=https://www.abc.net.au/news/2024-05-21/telstra-2800-job-cuts/103872696 |access-date=22 May 2024 |work=ABC News |publisher=Australian Broadcasting Corporation |date=21 May 2024 |archive-url=https://web.archive.org/web/20240521215419/https://www.abc.net.au/news/2024-05-21/telstra-2800-job-cuts/103872696 |archive-date=21 May 2024|url-status=live}}{{cite news |last1=Wang |first1=Jessica |title=Telstra to axe 2800 jobs, majority to happen by end of this year |url=https://www.news.com.au/finance/work/telstra-to-axe-2800-jobs-majority-to-happen-by-end-of-2024/news-story/6e02504cf7d33512c049881220ae1b4f |access-date=22 May 2024 |work=News.com.au |date=20 May 2024 |archive-url=https://web.archive.org/web/20240520231735/https://www.news.com.au/finance/work/telstra-to-axe-2800-jobs-majority-to-happen-by-end-of-2024/news-story/6e02504cf7d33512c049881220ae1b4f |archive-date=20 May 2024}}

In December 2024, Telstra announced it would acquire Boost Mobile, an MVNO which operates on its mobile network.{{Cite web |last=Dickinson |first=Eleanor |date=2024-12-02 |title=Telstra swallows prepaid mobile provider Boost for $100m |url=https://www.itnews.com.au/news/telstra-swallows-prepaid-mobile-provider-boost-for-100m-613564 |access-date=2024-12-02 |website=iTnews}}

{{Update|section|date=April 2020}}

File:Telstra Mobile Phone Tower.jpg in Wireless Hill Park, Western Australia]]

File:Telstra payphone with Telstra Air WiFi hotspot.jpg

File:Wadjemup 100121 gnangarra-162.JPG connecting via wireless]]

Telstra is Australia's incumbent and largest provider of fixed-line services.{{cite report|url=https://www.thecie.com.au/wp-content/uploads/2015/06/CIE-Report_VHA_Consumer-outcomes-in-communications-markets-FINAL.pdf|title=Australia's telecommunications market structure|date=June 2015|publisher=The Centre for International Economics|access-date=11 June 2020|archive-date=28 March 2020|archive-url=https://web.archive.org/web/20200328165826/https://www.thecie.com.au/wp-content/uploads/2015/06/CIE-Report_VHA_Consumer-outcomes-in-communications-markets-FINAL.pdf|url-status=dead}}{{Cite web |title=Australia: retail share for fixed line voice services by provider |url=https://www.statista.com/statistics/769439/australia-relative-retail-share-for-fixed-line-voice-services-by-provider/#:~:text=Telstra%20is%20the%20country's%20largest%20telecommunications%20company. |access-date=2024-08-15 |website=Statista |language=en}} These include home phone, business and other PSTN products.{{Cite web |title=Telstra - Our company |url=https://telstra.com.au/content/tcom/aboutus/our-company |access-date=2024-07-13 |website=Telstra.com |language=en}}

Telstra outsources a significant portion of network installation and maintenance to private contractors and joint ventures, such as ABB Communications and STCJV (Siemens Thiess Communications Joint Venture).{{cite web | title = List of Telstra contracted companies that supply home phone lines | publisher = Telstra | url = http://www.telstra.com.au/movinghome/newhome.cfm | access-date = 11 April 2010 | url-status = dead | archive-url = https://web.archive.org/web/20100327130418/http://www.telstra.com.au/movinghome/newhome.cfm | archive-date = 27 March 2010 | df = dmy-all }}

Telstra also owns and maintains the majority of Australia's public telephones.{{Cite web |last=Battersby |first=Lucy |date=2013-02-01 |title=Telstra strikes a deal on payphones |url=https://www.smh.com.au/business/telstra-strikes-a-deal-on-payphones-20130201-2dqcl.html |access-date=2023-01-16 |website=The Sydney Morning Herald |language=en}} In 2006, Telstra announced it would remove many of the phones, citing vandalism and the increasing adoption of mobile telephones.{{cite news|last=Alberici|first=Emma|title=Telstra to cut number of pay phones|url=http://www.abc.net.au/7.30/content/2006/s1574374.htm|access-date=5 October 2011|work=The 7.30 Report|publisher=Australian Broadcasting Corporation|date=20 February 2006|url-status=dead|archive-url=https://web.archive.org/web/20140430063605/http://www.abc.net.au/7.30/content/2006/s1574374.htm|archive-date=30 April 2014}} Telstra's support page has a payphones section where information about their plans to add, remove, or move payphones can be found.{{Cite web |title=Payphones |url=https://www.acma.gov.au/payphones |website=Australian Communications and Media Authority}}

Telstra Mobile is Australia's largest mobile telephone service providers, in terms of both subscriptions and coverage.{{Cite news | title = Telstra Reports 2 Million Hsdpa Subscribers | url = http://www.cellular-news.com/story/28136.php | publisher = cellular-news |date=17 December 2007|archive-url=https://web.archive.org/web/20151016045219/http://www.cellular-news.com/story/28136.php|archive-date=16 October 2015}}{{cite news |last=Barker |first=Garry | title = Telstra to make Next G biggest, fastest in world | url = http://www.theage.com.au/news/business/telstra-to-make-next-g-biggest-fastest-in-world/2007/02/13/1171128974088.html | newspaper = The Age | archive-url=https://web.archive.org/web/20131115104515/http://www.theage.com.au/news/business/telstra-to-make-next-g-biggest-fastest-in-world/2007/02/13/1171128974088.html|archive-date=15 November 2013 | date=14 February 2007 | location=Melbourne}} Telstra operates Australia's largest GSM and 3G UMTS (branded as Next G) mobile telephony networks in Australia,{{cite web | title = About Telstra – Fact Sheet – Mobiles | url = http://www.telstra.com.au/abouttelstra/corp/facts/mobiles.cfm | access-date =11 April 2010

|archive-url = https://web.archive.org/web/20071026164005/http://www.telstra.com.au/abouttelstra/corp/facts/mobiles.cfm |archive-date = 26 October 2007}} as well as holding a 50% stake in the 3GIS Ltd 2100 MHz UMTS network infrastructure, shared with Hutchison (Three).{{Citation needed|date=April 2008}} In September 2007, Telstra had an estimated 9.3M mobile subscribers. Telstra Mobile services are available in post-paid and prepaid payment types, known as Telstra Pre-Paid (formerly communic8 Pre-Paid).{{cite web |url=http://telstraprepaidplus.com.au |title=Telstraprepaidplus.com.au |publisher=Telstraprepaidplus.com.au |access-date=22 August 2010 |url-status=live |archive-url=https://web.archive.org/web/20100810185522/http://telstraprepaidplus.com.au/ |archive-date=10 August 2010 }}

Telstra's GSM network was the first digital mobile network in Australia. It was launched in April 1993 on the 900 MHz band as "Telstra MobileNet Digital".{{cite web|title=GSM Roaming Australia |url=http://www.gsmworld.com/roaming/gsminfo/cou_au.shtml |url-status=dead |archive-url=https://web.archive.org/web/20130526015240/http://www.gsmworld.com/roaming/gsminfo/cou_au.shtml |archive-date=26 May 2013 }} The GSM network has carried the majority of Telstra's mobile subscribers for the last 10 years and has seen numerous upgrades.{{Citation needed|date=April 2008}} 1800 MHz capacity channels were added to the network in the late 1990s as well as GPRS packet data transmission capabilities. As part of the UMTS Next G deployment, the GSM network was also upgraded to a full EDGE data transmission capability in 2006 providing data transmission capabilities greater than 40 kbit/s on its GSM network.{{cite web |title = EDGE Databank |url = http://www.gsacom.com/gsm_3g/edge_databank.php4#EDGE_Fact_Sheet |url-status = dead |archive-url = https://web.archive.org/web/20080509055811/http://www.gsacom.com/gsm_3g/edge_databank.php4#EDGE_Fact_Sheet |archive-date = 9 May 2008 }}

In 1981, Telstra (then Telecom Australia) was the first company to provide mobile telephony services in Australia. The first automated mobile service operated in the major capital cities on 500 MHz using the '007' dialling prefix. This network only provided "car phone" capabilities to subscribers as portable hand-held terminals were not practical at that time. The first cellular system in Australia offering portable hand-held phones was launched by Telstra in 1987 using the AMPS analogue standard on the 800 MHz band. This network at its peak had over 1 million subscribers, but was mandated by the government to be closed down by 2000, partially due to privacy concerns which resulted from the AMPS technology, but also because of arrangements undertaken to secure sufficient interest in the GSM network licenses offered in 1992 to competitors. A license condition placed on Telstra to maintain an equivalent coverage footprint at the time resulted in Telstra deciding to deploy an IS-95 CDMA network in its place.

Telstra operated over 7,400 Next G Base Stations in 2010.{{cite web |url=http://www.itwire.com/your-it-news/mobility/39578-next-g-at-42mbps-to-be-available-in-100-regional-towns |title=Next G at 42Mbps to be available in 100 regional towns |publisher=iTWire |date=4 June 2010 |access-date=22 August 2010 |url-status=live |archive-url=https://web.archive.org/web/20100806211830/http://www.itwire.com/your-it-news/mobility/39578-next-g-at-42mbps-to-be-available-in-100-regional-towns |archive-date=6 August 2010 }}

File:Telstra sign.jpg

Telstra Wholesale{{cite web |title = Telstra Wholesale Website |url = http://telstrawholesale.com |url-status = live |archive-url = https://web.archive.org/web/20160220141211/http://telstrawholesale.com/ |archive-date = 20 February 2016 }} provides products such as Data, Mobile, Voice, and other Facilities (including Co-location and Duct Access){{cite web |title = Telstra Wholesale Products and Solutions |url = http://telstrawholesale.com.au/products/ |url-status = live |archive-url = https://web.archive.org/web/20160228160506/http://telstrawholesale.com.au/products/ |archive-date = 28 February 2016 }} to other companies and organisations for re-sale.{{cite web |title = Information on becoming a Telstra Wholesale customer |url = http://telstrawholesale.com/dobusiness/become-a-customer/become-a-customer.htm |url-status = dead |archive-url = https://web.archive.org/web/20160119194429/http://telstrawholesale.com/dobusiness/become-a-customer/become-a-customer.htm |archive-date = 19 January 2016 }} Telstra Wholesale also provides operational support for its customers,{{cite web |title = Telstra Wholesale Operational Support |url = http://telstrawholesale.com.au/operationalsupport |url-status = dead |archive-url = https://web.archive.org/web/20160305181307/http://telstrawholesale.com.au/operationalsupport |archive-date = 5 March 2016 }} and facilities for international customers such as International Data Transport and IP Transport.{{cite web |title = Telstra Wholesale International |url = http://telstrawholesale.com.au/products/international |url-status = dead |archive-url = https://web.archive.org/web/20110706112428/http://telstrawholesale.com.au/products/international/ |archive-date = 6 July 2011 }}

Due to Telstra's position as Australia's incumbent telecommunications provider, Telstra Wholesale is the incumbent and dominant wholesaler of ADSL services to other Internet Service Providers. Telstra installed the first DSLAMs in exchanges prior to 2000, and began wholesaling access in late 2000.{{Cite news | url=http://whirlpool.net.au/article.cfm/118 | title=Telstra pressure increases as more ISPs join ADSL race | publisher=Whirlpool (website) | date=5 September 2000 | access-date=14 October 2006 | url-status=live | archive-url=https://web.archive.org/web/20060827072329/http://whirlpool.net.au/article.cfm/118 | archive-date=27 August 2006 | df=dmy-all }} Telstra Wholesale has a comprehensive network of ADSL DSLAMs (the largest in Australia) and allows competitors access to each Telstra DSLAM at up to ADSL2+ speeds if available, and at ADSL1 speeds should 2+ be unavailable.

Since 2013, Telstra has wholesaled its 3G and 4G network. However the wholesale product only gives access to 7000 of Telstra's over 8000 base stations, and does not include access to its faster 4GX and 5G networks.

As an internet service provider (ISP), Telstra provides internet services for personal and business clients. Telstra uses various delivery methods for its internet products via BigPond (now Telstra Media{{Cite web|url=https://www.wmtips.com/tools/info/media.telstra.com.au|title=media.telstra.com.au - Website Information|website=www.wmtips.com}}), including ADSL, Cable Internet, Dialup, Satellite, and Wireless Internet (through the Next G network)).

At the end of the 2007 financial year, BigPond had over two million broadband subscribers.{{cite web|title=Annual Report 2007 – Full Year Results and Operations Review (Page 46) |url=http://www.telstra.com.au/abouttelstra/investor/docs/tls542_fyr2007.pdf |url-status=dead |archive-url=https://web.archive.org/web/20090327022021/http://www.telstra.com.au/abouttelstra/investor/docs/tls542_fyr2007.pdf |archive-date=27 March 2009 }} In 2007 a survey of 14,000 people by PC Authority

• https://www.crn.com.au/feature/who-were-the-biggest-winners-of-2007-102183
• https://www.crn.com.au/feature/reliability-and-service-awards-2006-70993
• https://www.crn.com.au/news/spot-yourself-at-the-pc-authority-rs-awards-98798 magazine found BigPond users rated poorly for customer service, and less than a third considered their service value for money. However, BigPond argued that the survey's structure had encouraged people to provide extreme opinions.{{cite news|url=http://www.news.com.au/technology/telstras-bigpond-bombs-out-with-users/story-e6frfrnr-1111115054198?from=mostpop|title=Telstra's BigPond bombs out with consumers|last=Ramadge|first=A|date=7 December 2007|publisher=News.com.au|access-date=17 March 2010|url-status=live|archive-url=https://web.archive.org/web/20110604230539/http://www.news.com.au/technology/telstras-bigpond-bombs-out-with-users/story-e6frfrnr-1111115054198?from=mostpop|archive-date=4 June 2011}} In January 2009, Telstra was ranked as the top Australian ISP in terms of performance by Epitiro.{{cite news|last=Pauli|first=Darren|title=Benchmarker defends Oz broadband report|url=http://www.computerworld.com.au/article/276893/benchmarker_defends_oz_broadband_report_/|access-date=5 October 2011|work=Computerworld|date=17 February 2009|url-status=dead|archive-url=https://web.archive.org/web/20150509043154/http://www.computerworld.com.au/article/276893/benchmarker_defends_oz_broadband_report_/|archive-date=9 May 2015}}

• Cable – Telstra is Australia's largest provider of Cable Internet access, which covers parts of Australia's main cities (Melbourne, Brisbane, Perth, Sydney, Adelaide and the Gold Coast). Speeds available are 'Turbo' (8 Mbit/s downstream, 128 kbit/s upstream), 'Elite' (30 Mbit/s down, 1 Mbit/s up) and 'Ultimate' (100 Mbit/s down, 2 Mbit/s up).

Telstra owned and operated the largest cable internet Hybrid Fibre cable network in Australia.{{citation needed|date=November 2011}} Telstra Cable operates in selected cities and areas of Australia including (Melbourne, Brisbane, Canberra, Sydney, Perth, Adelaide and the Gold Coast), providing downstream speeds of up to 30 Mbit/s in selected areas. The upgrade to 100 Mbit/s was complete in Melbourne by Christmas 2009, and launched the new DOCSIS 3.0 services on 1 December 2009 before the deadline.

This network has since been acquired by the National Broadband Network Company (NBNCo) for public cable broadband but is still used to distribute Cable TV under the Foxtel brand.

• ADSL – Telstra provides both ADSL and ADSL2+ services where available, with speeds ranging from 256 kbit/s down/64 kbit/s up to 20 Mbit/s down/1 Mbit/s up. The current speeds available on ADSL plans that Telstra offers are "up to" 1.5 Mbit/s down/256 kbit/s up, "up to" 8 Mbit/s down/384 kbit/s up and "up to" 20 Mbit/s down/1 Mbit/s up.

:Naked DSL – A six-week trial of two kinds of naked DSL to "assess customer demand" was launched on 1 June 2010. 'Pure DSL' having the ability to receive incoming calls and make emergency calls, and 'Naked DSL' being offered without a dial tone.{{cite web|url=https://www.zdnet.com/home-and-office/networking/telstra-bigpond-trials-naked-dsl/ |title=Telstra BigPond trials naked DSL |publisher=Ben Grubb, ZDNet.au |date=2 June 2010 |access-date=2 June 2010| archive-url= https://web.archive.org/web/20100604030756/http://www.zdnet.com.au/telstra-bigpond-trials-naked-dsl-339303582.htm| archive-date= 4 June 2010 | url-status= live}}

On 10 November 2006, Telstra made two major changes to their ADSL network. The first was an increase of wholesale ADSL speeds from 1.5 Mbit/s/256 kbit/s to 8 Mbit/s/384 kbit/s. Telstra also released an ADSL2+ broadband service offering download speeds of up to 24 Mbit/s from exchanges where competitors were already offering ADSL2+ services.

On 6 February 2008, Telstra announced that it would activate high-speed ADSL2+ broadband in a further 900 telephone exchanges serving 2.4 million consumers across every state and territory in Australia. Telstra also claimed that it has received assurances from the Government that it would not be forced to wholesale these services to other providers, and that the move came "after the Government made clear it did not consider a compelling case had been made for regulating third-party access to the service – an assurance sought by Telstra for more than one year".{{cite news|last=Corner|first=Stuart|title=Telstra ADSL2+ 'spin' is breathtaking|url=http://www.itwire.com/content/view/16489/1095/|access-date=5 October 2011|publisher=iTWire|date=6 February 2008|url-status=dead|archive-url=https://web.archive.org/web/20120612044137/http://www.itwire.com/content/view/16489/1095/|archive-date=12 June 2012}}

On 10 June 2008, it was announced that Telstra was in discussions with some wholesale customers in reference to wholesaling ADSL2+ services.{{cite news|last=Coleman|first=Luke|title=Telstra's reversal: preparing to wholesale ADSL2+|url=http://techday.com/telco-review/news/telstras-reversal-preparing-to-wholesale-adsl2/11384/|access-date=31 January 2014|publisher=TechDay|date=10 June 2008|url-status=dead|archive-url=https://web.archive.org/web/20140202161511/http://techday.com/telco-review/news/telstras-reversal-preparing-to-wholesale-adsl2/11384/|archive-date=2 February 2014}}

• Mobile Broadband – Through their Next G network, Telstra provides the largest wireless network coverage in Australia, reaching 99% of the population.{{cite web|url=http://www.telstra.com.au/mobile/networks/coverage/broadband.html|title=uMobile Broadband Coverage|publisher=Telstra|access-date=19 January 2010| archive-url= https://web.archive.org/web/20100123084303/http://www.telstra.com.au/mobile/networks/coverage/broadband.html| archive-date= 23 January 2010 | url-status= live}} Download speeds on the 3G network range from 256 kbit/s to 3.5 Mbit/s in regional and interurban areas, and "up to" 21 Mbit/s in metropolitan and city areas. Download speeds on the 4G Network are "up to" 100 Mbit/s. The Telstra mobile network now has 4GX and 5G in all capital CBDs and selected suburban and regional areas and is progressively rolling out. In other coverage areas around Australia, Mobile devices that are capable will automatically switch to the fastest available 5G 4G or 3G. Typical download speeds in 4GX areas are 5 -300 Mbit/s with category 16 devices, 5–200 Mbit/s with category 11 devices, 5–150 Mbit/s with category 9 devices, 2–100 Mbit/s with category 6 devices, and 2–75 Mbit/s with category 4 devices. Telstra also provides wireless 'hot spots'.{{cite web |url=http://www.telstra.com.au/wirelesshotspots/index.htm |title=Telstra Wireless Hotspots |publisher=Telstra.com.au |access-date=19 January 2010 |archive-url=https://web.archive.org/web/20091228021456/http://www.telstra.com.au/wirelesshotspots/index.htm |archive-date=28 December 2009 |url-status=dead }}

• Satellite – Telstra provides satellite internet mainly for regional customers who are too far away from the exchange to get ADSL, and cannot get Cable. Satellite is delivered via 2 way Satellite with speeds ranging from 256 kbit/s down/64 kbit/s up to 800 kbit/s down/128 kbit/s up.{{cite web |url=http://my.bigpond.com/internetplans/broadband/satellite/2_way_plans/default.jsp |title=Satellite plans and pricing |publisher=My.bigpond.com |access-date=19 January 2010 |url-status=live |archive-url=https://web.archive.org/web/20090228170107/http://my.bigpond.com/internetplans/broadband/satellite/2_way_plans/default.jsp |archive-date=28 February 2009 }}

• Dial-up – Telstra offered dialup internet from 1995 until early 2015. However they have now ceased selling the service, and existing retail and wholesale customers have been migrated off of Dial-up.{{cite web|url=http://www.businessinsider.com.au/there-are-still-150000-australians-using-dial-up-internet-and-telstra-plans-to-cut-them-off-in-december-2015-6|title=Telstra will eliminate the last of its dial-up services by the end of the year|author=Peter Terlato|work=Business Insider Australia|url-status=dead|archive-url=https://web.archive.org/web/20150730102745/http://www.businessinsider.com.au/there-are-still-150000-australians-using-dial-up-internet-and-telstra-plans-to-cut-them-off-in-december-2015-6/|archive-date=30 July 2015}}

In October 2013 Telstra launched "Belong", a low-cost mobile and internet service provider.{{cite web|url=http://www.afr.com/business/telecommunications/telstra-gives-subsidiary-internet-provider-belong-a-push-along-20140610-iwnqw|title=Telstra gives subsidiary internet provider Belong a push along|date=11 June 2014|url-status=live|archive-url=https://web.archive.org/web/20170817075420/http://www.afr.com/business/telecommunications/telstra-gives-subsidiary-internet-provider-belong-a-push-along-20140610-iwnqw|archive-date=17 August 2017}} As of February 2020, Belong has over 600,000 services made up of almost 340,000 mobile services and around 300,000 broadband internet services.{{Cite web|last=Duckett|first=Chris|title=Belong drives Telstra network additions in lean first half|url=https://www.zdnet.com/article/belong-drives-telstra-network-additions-in-lean-first-half/|access-date=2021-05-12|publisher=ZDNet|language=en|archive-date=30 October 2020|archive-url=https://web.archive.org/web/20201030202651/https://www.zdnet.com/article/belong-drives-telstra-network-additions-in-lean-first-half/|url-status=live}} Belong is Australia's first carbon neutral telecommunications provider{{Cite web|last=Schmidt|first=Chantelle|date=25 August 2020|title=Belong is the first carbon neutral-certified telco under Australia's Climate Active program – here's how it achieved that|url=https://www.businessinsider.com.au/belong-is-the-first-carbon-neutral-certified-telco-under-australias-climate-active-program-heres-how-it-achieved-that-2020-8|access-date=2021-05-12|website=Business Insider Australia|language=en|archive-date=12 May 2021|archive-url=https://web.archive.org/web/20210512121451/https://www.businessinsider.com.au/belong-is-the-first-carbon-neutral-certified-telco-under-australias-climate-active-program-heres-how-it-achieved-that-2020-8|url-status=dead}} certified by Climate Active, a partnership between the Australian Government and businesses that encourages voluntary action to reduce the impacts of climate change.{{Cite web|last=Department of Industry|first=Science|date=24 July 2020|title=Climate Active|url=https://www.industry.gov.au/regulations-and-standards/climate-active|access-date=2021-05-12|website=Department of Industry, Science, Energy and Resources|archive-date=22 May 2021|archive-url=https://web.archive.org/web/20210522022558/https://www.industry.gov.au/regulations-and-standards/climate-active|url-status=live}}

Telstra's Hybrid Fibre Coax (HFC) (commonly referred to as "cable") network is one of the delivery systems used by the Australian Subscription Television provider Foxtel. Telstra owns 35% of Foxtel in a joint venture with News Corp Australia who own the remainder.{{cite web|title=Fox Sports and Foxtel merger|url=https://finance.nine.com.au/2018/03/06/10/34/news-corp-and-telstra-green-light-foxtel-and-fox-sports-merger|publisher=9News|date=6 March 2018|access-date=6 March 2018|url-status=live|archive-url=https://web.archive.org/web/20180427073743/https://finance.nine.com.au/2018/03/06/10/34/news-corp-and-telstra-green-light-foxtel-and-fox-sports-merger|archive-date=27 April 2018}} Telstra also sell Foxtel's "iQ digital-video-recorder" to customers in Foxtel's service area (as "Foxtel from Telstra"). Telstra offers discounts for Telstra full-service fixed-line customers, with internet, pay TV and/or mobile services with Telstra. Such discounts can include free installation and the first month of the best Foxtel package (all channels) for free.{{cite web |url=http://www.foxtel.com.au/landing/nothing/melting/1.htm?ac=homepage |title=Foxtel Summer Deal by Telstra |publisher=Foxtel.com.au |access-date=22 August 2010 |url-status=live |archive-url=https://web.archive.org/web/20080609073032/http://www.foxtel.com.au/landing/nothing/melting/1.htm?ac=homepage |archive-date=9 June 2008 }}

MOG, a subscription online music service and blog network, announced a partnership with Telstra offer their product in Australia – the first region outside of the United States to have access.{{cite web |url=http://exchange.telstra.com.au/2012/04/17/mog-powered-by-telstra-a-massive-deal-for-music-lovers/ |title=MOG powered by Telstra – A massive deal for music lovers | Telstra Exchange |publisher=Exchange.telstra.com.au |access-date=10 February 2013 |url-status=live |archive-url=https://web.archive.org/web/20130427061107/http://exchange.telstra.com.au/2012/04/17/mog-powered-by-telstra-a-massive-deal-for-music-lovers/ |archive-date=27 April 2013 }} Telstra and MOG launched under the BigPond Music branding on 21 June 2012,[http://blog.mog.com/post.php?num=638184929] {{webarchive|url=https://web.archive.org/web/20120629013437/http://blog.mog.com/post.php?num=638184929|date=29 June 2012}}

GameArena was a website dedicated to video gaming operating under the BigPond brand that was managed by Mammoth Media and based on the east coast of Australia. The site provided news, downloads and servers primarily for the PC, and Mac, though it later branched out to include console sites. GameArena provided an online game shop GameNow, which sported various benefits to Telstra customers.{{cite web |url=http://www.itwire.com/content/view/4702/127/ |title=ITWire – Telstra BigPond to sell PC games by download |access-date=27 February 2008 |url-status=dead |archive-url=https://web.archive.org/web/20080314191225/http://www.itwire.com/content/view/4702/127/ |archive-date=14 March 2008 }} ITWire article on GameNow

Usage of the GameArena file library, gaming servers and booking service were freely available to anyone, but provided specific advantages to Telstra customers such as preference in downloads and unmetered usage, as well as various bonuses in competitions. In 2005, GameArena went through a new shift with the merging of GameNow and Gameshop into itself. The name became simply BigPond GameArena.[http://pcworld.idg.com.au/index.php?id=976973335 GameNow to game on - demand] {{Webarchive|url=https://web.archive.org/web/20070926221857/http://pcworld.idg.com.au/index.php?id=976973335|date=26 September 2007}} PC World GameArena article

GameArena once operated over 100 gaming servers, which were monitored by a volunteer force of administrators, known as GameOps. GameCreate was a service offered free of charge where users may book a server for a specific game for a 2-hour period of time. This server was private and could be used for either ladder training or social events.{{cite web |url=http://www.gamearena.com.au/getconnected/servers/ |title=All Game Servers – BigPond GameArena |access-date=23 December 2007 |url-status=dead |archive-url=https://web.archive.org/web/20070927203652/http://www.gamearena.com.au/getconnected/servers/ |archive-date=27 September 2007 }} GameArena list of servers

GameArena servers and its website closed on 20 October 2014.{{cite web | url = http://www.mcvpacific.com/news/read/telstra-confirms-it-is-closing-game-arena/0138403 | title = Telstra confirms it is closing Game Arena | date = 16 September 2014 | access-date = 30 June 2015 | publisher = MCV Pacific | archive-url = https://web.archive.org/web/20160305031538/http://www.mcvpacific.com/news/read/telstra-confirms-it-is-closing-game-arena/0138403 | archive-date = 5 March 2016 | url-status = dead }}

Telstra BigPond owned and operated a number of virtual islands in the online game Second Life{{cite web |url=http://my.bigpond.com/pond/secondlife |title=The Pond on Second Life |publisher=My.bigpond.com |access-date=23 November 2011 |archive-date=12 October 2009 |archive-url=https://web.archive.org/web/20091012161833/http://my.bigpond.com/pond/secondlife/ |url-status=live }} for approximately three years. BigPond closed its Second Life presence in December 2009.{{cite web|url=https://www.smh.com.au/technology/technology-news/bigpond-pulls-plug-on-second-life-20091117-ijq2.html |first=Louisa | last=Hearn |title=BigPond pulls plug on Second Life |work=The Sydney Morning Herald |date=17 November 2009 |access-date=19 January 2010| archive-url= https://web.archive.org/web/20100120164824/http://www.smh.com.au/technology/technology-news/bigpond-pulls-plug-on-second-life-20091117-ijq2.html| archive-date= 20 January 2010 | url-status= live}}

In 2011, Telstra launched "Blurtl", a Facebook application that allows the user to leave audio messages on their Facebook walls.{{cite news|last=Harbison|first=Niall|title=Australian telecom company launches one of the smartest Facebook apps to date|url=https://thenextweb.com/socialmedia/2011/05/31/australian-telecom-company-launches-one-of-the-smartest-facebook-apps-to-date/|access-date=5 October 2011|publisher=TNW|date=31 May 2011|url-status=live|archive-url=https://web.archive.org/web/20110901143151/http://thenextweb.com/socialmedia/2011/05/31/australian-telecom-company-launches-one-of-the-smartest-facebook-apps-to-date/|archive-date=1 September 2011}}

In 2021, Telstra made its pay phones free

• so that they can be used in emergencies
• for when mobile phones are out of service due fire, flood, storms, flat batteries, no nearby mobile tower, etc.
• declining use would have meant that the cost of collection exceeded the revenue anyhow
• for the benefit of people without a mobile phone
• good publicity

The following is a list of known active mobile networks used by Telstra:

February 2011: Ericsson wins the LTE contract with Telstra. The LTE network is being deployed in capital city CBDs and select regional centres throughout 2011. It will operate at 1800 MHz and integrate with a HSPA+ service at 850 MHz. A dual mode (LTE/HSPA+) mobile broadband device has been developed for the network.{{cite web |url=http://www.theaustralian.com.au/australian-it/ericsson-wins-4g-contract-with-telstra/story-e6frgakx-1226005957170 |title=Archived |publisher=The Australian |date=28 September 2012 |access-date=2023-04-24 |language=en |archive-date=June 22, 2014 |archive-url=https://web.archive.org/web/20140622062319/http://www.theaustralian.com.au/australian-it/ericsson-wins-4g-contract-with-telstra/story-e6frgakx-1226005957170}}

January 2012: Initial major LTE rollout complete. Incremental rollout continues, widening the coverage in capital cities and introducing new LTE coverage to regional centres.

July 2012: Telstra commences retailing a pocket-sized battery powered 4G WiFi router (ZTE MF91) for prepaid data customers, locked to Telstra, complementing its range of 4G-capable devices. Apart from the ZTE MF91, the Telstra 4G hardware range now comprises two dual mode (4G/3G) voice-capable handsets by HTC and ZTE (available for purchase outright or on a post-paid plan), a Sierra USB wireless modem (outright or post-paid plan), a ZTE USB wireless modem (prepaid, locked to Telstra) and a Sierra 4G Wifi battery powered pocket-sized router (outright or post-paid plan). Telstra is reported to now be operating LTE facilities from more than 3,500 transmission sites.

August 2013: Telstra demonstrates the world's first ever LTE- Advanced Carrier Aggregation network using the 900 MHz and 1800 MHz spectrum bands in the Sunshine Coast.{{Cite news|url=https://exchange.telstra.com.au/telstra-world-first-evolving-to-the-next-generations-of-mobile-network/|title=Telstra world first – evolving to the next generations of mobile network|date=13 August 2013|work=Telstra Exchange|access-date=30 July 2017|language=en-US|url-status=live|archive-url=https://web.archive.org/web/20170730111253/https://exchange.telstra.com.au/telstra-world-first-evolving-to-the-next-generations-of-mobile-network/|archive-date=30 July 2017}}

April 2014: Telstra introduced a mobile broadband device from Huawei (E5786) with LTE Advanced capability.{{cite web |url=http://exchange.telstra.com.au/2014/04/29/telstra-wi-fi-4g-advanced-pro-x-a-world-first/ |title=Telstra Wi-Fi 4G Advanced Pro X: a world first |publisher=Telstra |date=29 April 2014 |access-date=1 June 2014 |url-status=live |archive-url=https://web.archive.org/web/20140604004819/http://exchange.telstra.com.au/2014/04/29/telstra-wi-fi-4g-advanced-pro-x-a-world-first |archive-date=4 June 2014 }}

May 2014: Telstra and Ericsson demonstrate world first 450 Mbit/s LTE-A downlink speeds in a commercial network with a Category 9 device.

September 2015: Telstra, in collaboration with NETGEAR, Ericsson and Qualcomm Technologies announce that it is bringing the world's first 4G LTE Advanced 600 Mbit/s Category 11 device to customers.{{Cite news|url=https://exchange.telstra.com.au/telstra-launches-worlds-first-600mbps-capable-category-11-device/|title=Telstra launches world's first 600Mbps-capable Category 11 device {{!}} Telstra Exchange|date=16 September 2015|work=Telstra Exchange|access-date=30 July 2017|language=en-US|url-status=live|archive-url=https://web.archive.org/web/20170730111612/https://exchange.telstra.com.au/telstra-launches-worlds-first-600mbps-capable-category-11-device/|archive-date=30 July 2017}}

September 2016: Telstra conducts the first live 5G trial in Australia with Ericsson, demonstrating 5G capabilities in a real world environment, including speed and beam steering tests.{{Cite news|url=https://exchange.telstra.com.au/reimagining-future-5g-first-live-trial-australia/|title=Reimagining the future with 5G – the first live trial in Australia {{!}} Telstra Exchange|date=20 September 2016|work=Telstra Exchange|access-date=30 July 2017|language=en-US|url-status=live|archive-url=https://web.archive.org/web/20170730110803/https://exchange.telstra.com.au/reimagining-future-5g-first-live-trial-australia/|archive-date=30 July 2017}}

December 2016: Telstra shuts down the 900 MHz GSM/EDGE network on 1 December.{{cite web|url=https://crowdsupport.telstra.com.au/t5/Telstra-Product-Exits/Our-2G-Network-is-closing/ba-p/440992|title=Our 2G Network has closed|date=8 April 2015|url-status=live|archive-url=https://web.archive.org/web/20160819024258/https://crowdsupport.telstra.com.au/t5/Telstra-Product-Exits/Our-2G-Network-is-closing/ba-p/440992|archive-date=19 August 2016}} Prior to this, EDGE data capabilities were available on 100% of the GSM networks used.

January 2017: Telstra launches world's first Gigabit LTE-Advanced mobile network.{{Cite news|url=https://exchange.telstra.com.au/one-step-closer-to-5g-with-gigabit-speeds/|title=One step closer to 5G with gigabit speeds {{!}} Telstra Exchange|date=31 January 2017|work=Telstra Exchange|access-date=30 July 2017|language=en-US|url-status=live|archive-url=https://web.archive.org/web/20170730105931/https://exchange.telstra.com.au/one-step-closer-to-5g-with-gigabit-speeds/|archive-date=30 July 2017}}{{Cite news|url=http://www.news.com.au/technology/innovation/telstra-tests-incredibly-fast-gigabit-lte-mobile-network/news-story/bf03e77489e2990f0fcf180462804319|title=Telstra launches mobile network 10 times faster than NBN|work=NewsComAu|access-date=30 July 2017|language=en|url-status=live|archive-url=https://web.archive.org/web/20170730111654/http://www.news.com.au/technology/innovation/telstra-tests-incredibly-fast-gigabit-lte-mobile-network/news-story/bf03e77489e2990f0fcf180462804319|archive-date=30 July 2017}}

March 2019: Telstra closed the 2100 MHz (Band 1) section of its 3G network on 25 March.{{cite web |last1=Choros |first1=Alex |title=Australian 3G Network Shutdown: Everything you need to know |url=https://www.whistleout.com.au/MobilePhones/Guides/Australian-3G-network-shutdown-what-you-need-to-know |website=WhistleOut |access-date=27 April 2020 |archive-date=26 July 2020 |archive-url=https://web.archive.org/web/20200726231438/https://www.whistleout.com.au/MobilePhones/Guides/Australian-3G-network-shutdown-what-you-need-to-know |url-status=live }}

May 2020: Telstra made available Australia's first 5G network using 3500 MHz spectrum.

April 2021: Telstra purchased via Auction 1000 MHz of 26 GHz (26,000 MHz) Spectrum nationally for 5G mmWave technology.

December 2021: Telstra purchased via auction an additional 10 MHz paired of 850 MHz spectrum to put to use for their network.[https://www.acma.gov.au/spectrum-allocation-and-auction-summary-850900-mhz-band-2021 Spectrum allocation and auction summary – 850/900 MHz band (2021)]

November 2023: Telstra purchased via auction 55-110 MHz of additional 5G spectrum to boost capacity on their 5G network. Key markets such as Melbourne and Sydney gained an additional 80 MHz.{{Cite web|url=https://announcements.asx.com.au/asxpdf/20231123/pdf/05xplz8r7rg913.pdf|title=Telstra secures mid-band spectrum}}

On 28 October 2024, Telstra will be closing its 3G network, saying "It's about providing a better experience for our customers." Telstra says that the closure of its 3G network will allow them to "repurpose spectrum to support [Telstra's] 5G rollout."{{Cite web |title=3G network closure - Telstra |url=https://www.telstra.com.au/support/mobiles-devices/3g-closure |access-date=2024-08-15 |website=Telstra.com |language=en}} In October 2019, Telstra had announced 3G's closure to be in June 2024, but has since been moved to 28 October 2024.{{Cite journal |last=Duckett |first=Chris |date=8 October 2019 |title=Telstra flags 3G switch off planned for 2024 |url=https://www.zdnet.com/article/telstra-flags-3g-switch-off-planned-for-2024/ |journal=ZDNET}}

In 2005, Telstra announced a plan to upgrade its ageing networks and systems; which includes a new 3G network to replace the then current CDMA mobile network.{{cite news |first=Iain |last=Ferguson |title=Telstra to slash tech costs under review |publisher=ZDNet |date=15 November 2005 |url=https://www.zdnet.com/home-and-office/networking/telstra-to-slash-tech-costs-under-review/ |access-date=30 April 2011 |url-status=live |archive-url=https://web.archive.org/web/20110404202138/http://www.zdnet.com.au/telstra-to-slash-tech-costs-under-review-139222399.htm |archive-date=4 April 2011 }}{{cite news |first=Malcolm |last=Maiden |title=Telstra dives as $10bn plans unveiled |newspaper=The Age |date=16 November 2005 |url=http://www.theage.com.au/news/business/telstra-dives-as-10bn-plans-unveiled/2005/11/15/1132016797364.html |access-date=30 April 2011 |url-status=live |archive-url=https://web.archive.org/web/20121106175643/http://www.theage.com.au/news/business/telstra-dives-as-10bn-plans-unveiled/2005/11/15/1132016797364.html |archive-date=6 November 2012 }}

The network was built between November 2005 and September 2006, and launched in October 2006. {{As of|2007}}, Next G was the largest mobile network in Australia, providing greater coverage than other 3G providers in Australia and over three times greater than any 2G provider in Australia. In December 2008, the Next G Network was also the fastest mobile network in the World, delivering theoretical network speeds of up to 21 Mbit/s{{Update after|2012|2|21}}

{{cite web | url=https://www.zdnet.com/home-and-office/networking/telstra-boosts-next-g-to-21mbps/ | title=Telstra boosts Next G to 21Mbps | first=Suzanne | last=Tindal | date=8 December 2008 | publisher=ZDNet Australia | access-date=16 March 2009 | url-status=live | archive-url=https://web.archive.org/web/20090321030833/http://www.zdnet.com.au/news/communications/soa/Telstra-boosts-Next-G-to-21Mbps/0,130061791,339293706,00.htm | archive-date=21 March 2009 | df=dmy-all }} using features of HSPA+ and Dual-Carrier HSPA+. In February 2010, Telstra increased the speed up to 42 Mbit/s making the Next G Network once again the fastest mobile network in the world.{{cite web | url=https://www.smh.com.au/technology/biz-tech/telstra-doubles-next-g-speeds-in-record-upgrade-20100215-o2bt.html | title=Telstra doubles the speed of its Next G HSPA+ network | first=MITCHELL | last=BINGEMANN | date=16 February 2010 | publisher=The Australian Australia | access-date=22 January 2012 | url-status=live | archive-url=https://web.archive.org/web/20120115172411/http://www.smh.com.au/technology/biz-tech/telstra-doubles-next-g-speeds-in-record-upgrade-20100215-o2bt.html | archive-date=15 January 2012 | df=dmy-all }}

On 26 September 2011, Telstra launched its 4G 1800 MHz LTE network, claiming typical download speeds of up to 40 Mbit/s.{{cite web | url=https://www.zdnet.com/home-and-office/networking/telstras-4g-lte-goes-public/ | title=Telstra's 4G LTE goes public | first=Josh | last=Taylor | date=26 September 2011 | publisher=ZDNet Australia | access-date=22 January 2012 | url-status=live | archive-url=https://web.archive.org/web/20120705091610/http://www.zdnet.com/telstras-4g-lte-goes-public-1339323055/ | archive-date=5 July 2012 | df=dmy-all }}

The network is {{As of|2008|alt=currently}} used for BigPond's wireless broadband service and Telstra Mobile, which is Australia's largest mobile telephone service provider, in terms of both subscriptions and coverage

It was built to replace Telstra's CDMA network which operated from 1999 until 28 April 2008.{{cite web |url=http://www.crn.com.au/News/74810,telstra-closes-its-cdma-network-today.aspx |title=Telstra closes its CDMA network today – Telecommunications – CRN Australia |access-date=7 July 2014 |url-status=dead |archive-url=https://web.archive.org/web/20080526130547/http://www.crn.com.au/News/74810,telstra-closes-its-cdma-network-today.aspx |archive-date=26 May 2008 }} Telstra closes its CDMA network today (28 April 2008) Telstra opted to use the 850 MHz band for Next G in preference to the more common 2100 MHz band, since it requires fewer base stations to provide coverage, providing a lower capital cost.Glossary. [http://www.telstra.com.au/abouttelstra/glossary/index.cfm#3gsm-850 3GSM 850] {{webarchive|url=https://web.archive.org/web/20120304034329/http://www.telstra.com.au/abouttelstra/glossary/index.cfm |date=4 March 2012 }}, Telstra.com.au This network was implemented under contract by Ericsson as part of a project internally dubbed "Project Jersey" and launched on 6 October 2006.[http://www.minister.dcita.gov.au/coonan/media/media_releases/minister_welcomes_telstra_next_g_launch Minister welcomes Telstra next G launch] {{webarchive|url=https://web.archive.org/web/20120322022420/http://www.minister.dcita.gov.au/coonan/media/media_releases/minister_welcomes_telstra_next_g_launch |date=22 March 2012 }} minister.dcita.gov HSPA technology was included in the network to provide Australia's first wide area wireless broadband network. The efficiency of the Next G network and its coverage has been challenged and scrutinised since its launch, requiring Telstra to go back to areas with average coverage, particularly rural towns to improve its coverage footprint. On 18 January 2008, Stephen Conroy, Minister for Communications, declined the proposal for Telstra to switch off its CDMA network on 28 January 2008, stating that whilst the Next G network provided coverage equal to or better than the CDMA network, the range of handsets available was not yet satisfactory.{{cite web|url=http://www.australianit.news.com.au/story/0,24897,23083103-5013038,00.html|title=Conroy order delay of CDMA closure|url-status=dead|archive-url=https://web.archive.org/web/20080225160247/http://www.australianit.news.com.au/story/0,24897,23083103-5013038,00.html|archive-date=25 February 2008|access-date=7 July 2014}} On 15 April 2008, the Minister gave approval to close the CDMA network after 28 April 2008.{{cite web|url=http://www.minister.dbcde.gov.au/media/media_releases/2008/026|title=CDMA Network to close on 28th April 2008|url-status=dead|archive-url=https://web.archive.org/web/20130505011439/http://www.minister.dbcde.gov.au/media/media_releases/2008/026|archive-date=5 May 2013}} Telstra closed the network nationally during the early morning hours of 29 April 2008.{{cite web|url=http://www.news.com.au/couriermail/story/0,23739,23618766-953,00.html|title=The Courier Mail – Breaking News Headlines for Brisbane and Queensland – Courier Mail|website=news.com.au|url-status=live|archive-url=https://web.archive.org/web/20080709042810/http://www.news.com.au/couriermail/story/0,23739,23618766-953,00.html|archive-date=9 July 2008}}

While most wireless modems[http://www.bigpond.com/internet/plans/wireless/wireless-devices/#a_Device%20feature%20comparison Wireless Bigpond – Device feature comparison] {{webarchive|url=https://web.archive.org/web/20090831063024/http://www.bigpond.com/internet/plans/wireless/wireless-devices/ |date=31 August 2009 }}, Bigpond.com offered by Telstra allow peak download speeds of up to 7.2 Mbit/s, a modem by Sierra Wireless was announced in 2009 that supported increased throughput.[http://gpsobsessed.com/sierra-wireless-usb-306-and-307-modems-first-to-support-hspa/ Sierra Wireless' USB 306 and 307 modems first to support HSPA+] {{webarchive|url=https://web.archive.org/web/20140715054240/http://gpsobsessed.com/sierra-wireless-usb-306-and-307-modems-first-to-support-hspa |date=15 July 2014 }} GPSObsessed.com, 12 February 2009. The "USB 306" is marketed and sold by Telstra as the "Telstra Turbo 21 Modem", and was available in limited quantity in early 2009. By April, the "Turbo 21" was available to customers and offered peak download speeds of 21 Mbit/s, although actual speeds vary between 550 kbit/s and 8 Mbit/s.{{cite web|title=Fact Sheet – Telstra Turbo 21 modems|url=http://www.nowwearetalking.com.au/library/pdf/news/fact-sheet-21-modem.pdf|archive-url=https://web.archive.org/web/20240918191149/http://www.nowwearetalking.com.au/library/pdf/news/fact-sheet-21-modem.pdf|url-status=dead|archive-date=18 September 2024|work=nowwearetalking.com.au|date=17 February 2009|access-date=3 July 2009}} {{As of|2009|6}}, Next G network HSUPA upgrades in selected regional and metropolitan areas, combined with software updates for the "Turbo 21" modem, will allow peak uplink speeds of up to 5.76 Mbit/s.{{Update after|2012|2|21}}

Media Release. [http://www.telstra.com.au/abouttelstra/media/announcements_article.cfm?ObjectID=45163 "Australia's fastest mobile broadband just got faster with a world first combination of network and device capability"] {{webarchive|url=https://web.archive.org/web/20091023211333/http://www.telstra.com.au/abouttelstra/media/announcements_article.cfm?ObjectID=45163 |date=23 October 2009 }}, Telstra.com, 23 June 2009.

On 1 January 2015, Telstra launched, what it calls "4GX": a 700 MHz based component of its mobile network claiming speeds of up to 75 Mbit/s with compatible devices.{{cite web|url=http://www.gizmodo.com.au/2014/10/what-is-4gx/|title=What Is 4GX?|author=Campbell Simpson|work=gizmodo.com.au|date=3 October 2014|url-status=live|archive-url=https://web.archive.org/web/20141216085913/http://www.gizmodo.com.au/2014/10/what-is-4gx/|archive-date=16 December 2014}} 4GX has been expanded up to a 5 x Carrier Aggregation LTE Advanced Pro network, with up to two gigabits of capacity in selected locations using 700, 1800, 2100 and 2600 MHz frequencies.

In January 2016, Telstra announced its acquisition of cloud service provider Kloud.{{Cite web|url=https://www.crn.com.au/news/telstra-acquires-kloud-413936|title=Telstra acquires Kloud|website=CRN Australia|access-date=8 September 2017|url-status=live|archive-url=https://web.archive.org/web/20170908201040/https://www.crn.com.au/news/telstra-acquires-kloud-413936|archive-date=8 September 2017}} This was followed closely by the acquisition of application development company Readify in July 2016.{{Cite web|url=https://exchange.telstra.com.au/telstra-acquires-application-development-company-readify/|title=Telstra acquires application development company Readify|date=4 July 2016|website=Telstra Exchange|language=en-US|access-date=4 July 2019|archive-date=4 July 2019|archive-url=https://web.archive.org/web/20190704005448/https://exchange.telstra.com.au/telstra-acquires-application-development-company-readify/|url-status=live}}

Since the Australian telecommunications industry was deregulated in the early 1990s, Telstra has managed to remain the largest provider of telecommunications services{{cite news | url= http://www.itwire.com/it-industry-news/market/51198-australian-telecoms-revenues-pass-40-billion | title= Australia Telecom Revenue passes $40 billion | publisher= iTWire.com | url-status= live | archive-url= https://web.archive.org/web/20160304082622/http://www.itwire.com/it-industry-news/market/51198-australian-telecoms-revenues-pass-40-billion | archive-date= 4 March 2016 | df= dmy-all }} despite the emergence of rivals Optus and TPG Telecom. A Harvard Business Review article from 2005 authored by a consultant to Telstra on this topic, reported "that a strategy of offering lower rates on some routes and at certain times of day, even though its prices, on average, were higher than its rivals", helped Telstra retain several points of market share it otherwise may have lost.{{Citation

|last = Roberts

|first = JH

|title = Defensive marketing: How a strong incumbent can protect its position

|journal = Harvard Business Review

|volume = 83

|issue = 11

|date = November 2005

|pages = 150–2, 154, 156–7 passim

|pmid = 16299967

|url = http://hbr.org/2005/11/defensive-marketing-how-a-strong-incumbent-can-protect-its-position/ar/1

|access-date = 31 January 2014

|url-status = live

|archive-url = https://web.archive.org/web/20140203010437/http://hbr.org/2005/11/defensive-marketing-how-a-strong-incumbent-can-protect-its-position/ar/1

|archive-date = 3 February 2014

|df = dmy-all

}}

In early 2011, Telstra successfully extended its market share lead by discounting its mobile phone products.{{cite news | url= http://www.theaustralian.com.au/business/discounts-extend-telstras-market-share-lead/story-e6frg8zx-1226050082261 | publisher= theaustralia.com.au | title= Discounts extend Telstra's market share lead | first=Tracy | last=Lee | date=5 May 2011}}

By 2020, Telstra's revenue was $26.2 billion,{{Cite web|last=Telstra Corporation Ltd|date=13 August 2020|title=2020 Full Year Results|url=https://www.telstra.com.au/content/dam/tcom/about-us/investors/pdf%20F/130820-MR-Financial-results-for-the-full-year-ended-30-June-2020.pdf|url-status=live|access-date=4 April 2021|website=Telstra|archive-date=3 December 2020|archive-url=https://web.archive.org/web/20201203135404/https://www.telstra.com.au/content/dam/tcom/about-us/investors/pdf%20F/130820-MR-Financial-results-for-the-full-year-ended-30-June-2020.pdf}} Optus' was $9.0 billion,{{Cite web|last=Singtel|date=28 May 2020|title=Optus year-end results reflect challenging fourth quarter|url=https://www.singtel.com/content/dam/singtel/investorRelations/financialResults/2020/Q4FY20-Optus-NR.pdf|url-status=live|access-date=4 April 2021|website=Singtel|archive-date=1 June 2021|archive-url=https://web.archive.org/web/20210601035252/https://www.singtel.com/content/dam/singtel/investorRelations/financialResults/2020/Q4FY20-Optus-NR.pdf}} and TPG Telecom's was $4.4 billion.{{Cite web|last=TPG Telecom Ltd|date=25 February 2021|title=TPG Telecom announces full year results for 2020, declares maiden dividend|url=https://www.tpgtelecom.com.au/sites/default/files/asx-announcements/TPG%20Telecom%20-%20FY20%20Results%20Media%20Release%20-%20for%20release%20to%20ASX.pdf|url-status=live|access-date=4 April 2021|website=TPG Telecom|archive-date=10 March 2021|archive-url=https://web.archive.org/web/20210310073743/https://www.tpgtelecom.com.au/sites/default/files/asx-announcements/TPG%20Telecom%20-%20FY20%20Results%20Media%20Release%20-%20for%20release%20to%20ASX.pdf}}

File:TelecomAustralia.svg

File:Telecom Australia 1993 logo.svg

The name "Telstra" is derived from "Telecom Australia". The corporation then traded under the "Telstra" brand internationally and "Telecom Australia" domestically until uniform branding of "Telstra" was introduced throughout the entire organisation in 1995, following an unsuccessful attempt to register the trademark "Telecom Australia".

In October 2011, Telstra launched a new brand identity and colour scheme.{{cite news | url=http://www.theaustralian.com.au/news/nation/telstras-new-3m-logo-puts-critics-off-colour/story-e6frg6nf-1226139333946 | first=Mitchell | last=Bingemann | title=Telstra's new $3m logo puts critics off colour | date=17 September 2011 | work=The Australian | url-status=live | archive-url=https://web.archive.org/web/20140620193012/http://www.theaustralian.com.au/news/nation/telstras-new-3m-logo-puts-critics-off-colour/story-e6frg6nf-1226139333946 | archive-date=20 June 2014 | df=dmy-all }} The new identity launched with the slogan "It's how we connect", and features the "T" from the previous logo in a variety of colors. This was followed by a "brand refresh" in February 2014 and again in 2016.[http://mumbrella.com.au/telstra-launches-new-connected-future-brand-campaign-202021 Telstra launches new connected future brand campaign 'Count me in'] {{webarchive|url=https://web.archive.org/web/20140210041330/http://mumbrella.com.au/telstra-launches-new-connected-future-brand-campaign-202021 |date=10 February 2014 }}. Mumbrella (24 January 2014). Retrieved 12 April 2014. In 2013, Telstra was assessed as Australia's third most valuable brand, after Woolworths and BHP Billiton.{{cite web |url=http://www.brandfinance.com/images/upload/australia_top_100_final_revised_lowres.pdf |title=Australia Top 100 |access-date=23 February 2014 |url-status=live |archive-url=https://web.archive.org/web/20130819190457/http://brandfinance.com/images/upload/australia_top_100_final_revised_lowres.pdf |archive-date=19 August 2013 }} In 2016 Telstra became Australia's most valuable brand, which it maintained in 2017.{{cite news | url=http://www.afr.com/business/media-and-marketing/telstra-still-australias-most-valuable-brand-20170127-gtzssc | first=Max | last=Mason | title=Telstra still Australia's most valuable brand | date=1 February 2017 | work=The Australian Financial Review | url-status=live | archive-url=https://web.archive.org/web/20170530012534/http://www.afr.com/business/media-and-marketing/telstra-still-australias-most-valuable-brand-20170127-gtzssc | archive-date=30 May 2017 | df=dmy-all }}

Telstra sponsors numerous awards around Australia, including the Australian Business of the Year award, the MYOB Small Business Award, and the National Aboriginal & Torres Strait Islander Art Award (NATSIAA) which has become known as the Telstra Award.{{cite web |author=Department of Arts and Museums |url=http://www.nt.gov.au/nreta/museums/exhibitions/natsiaa/ |title=NT.gov.au |publisher=NT.gov.au |access-date=10 February 2013 |url-status=dead |archive-url=https://web.archive.org/web/20101002152104/http://www.nt.gov.au/nreta/museums/exhibitions/natsiaa/ |archive-date=2 October 2010 }} Notable past winners include Vaxine,{{cite web |url=http://www.telstrabusinessawards.com/award-winners/past-winners/2009/national-131.aspx |title=Telstrabusinessawards.com |publisher=Telstrabusinessawards.com |access-date=10 February 2013 |url-status=dead |archive-url=https://web.archive.org/web/20120423193250/http://www.telstrabusinessawards.com/award-winners/past-winners/2009/national-131.aspx |archive-date=23 April 2012 }} APS Plastics,{{cite web |url=http://www.telstrabusinessawards.com/award-winners/past-winners/2004/national96.aspx |title=Telstrabusinessawards.com |publisher=Telstrabusinessawards.com |access-date=10 February 2013 }}{{Dead link|date=June 2018 |bot=InternetArchiveBot |fix-attempted=no }} and eWAY.{{cite web |url=http://www.telstrabusinessawards.com/award-winners/past-winners/2008/2008-australian-capital-territory-56.aspx |title=Australian Capital Territory – Telstra Australian Business Awards |access-date=10 February 2013 |url-status=dead |archive-url=https://web.archive.org/web/20120223182204/http://www.telstrabusinessawards.com/award-winners/past-winners/2008/2008-australian-capital-territory-56.aspx |archive-date=23 February 2012 }} Telstra also set up a social services CEO round table under Gerard Devan which acted as a "Think Tank" to the sector.

Telstra was a major sponsor of the V8 Supercars car racing championship through its BigPond brand and directly sponsored the Sydney Telstra 500 event, the final round of the series held at Sydney Olympic Park.{{Cite web|url=http://www.v8supercars.com.au/aboutv8s/officialsponsors/tabid/863/default.aspx|archiveurl=https://web.archive.org/web/20121203174154/http://www.v8supercars.com.au/aboutv8s/officialsponsors/tabid/863/default.aspx|url-status=dead|title=v8supercars.com.au|archivedate=3 December 2012|website=www.v8supercars.com.au}} The sport ended this deal at the conclusion of the 2012 season.{{Cite web |last=Speedcafe.com |date=2012-10-30 |title=Bigpond ends decade long V8 Supercars partnership |url=https://www.speedcafe.com/2012/10/31/bigpond-ends-decade-long-v8-supercars-partnership/ |access-date=2023-01-16 |website=Speedcafe |language=en-US |archive-date=16 January 2023 |archive-url=https://web.archive.org/web/20230116090815/https://www.speedcafe.com/2012/10/31/bigpond-ends-decade-long-v8-supercars-partnership/ |url-status=dead }}

Telstra had naming rights to the Docklands Stadium in Melbourne from 2002 until 2009.[https://www.westernbulldogs.com.au/news/52585/etihad-stadium-to-be-renamed-in-new-deal Etihad Stadium to be renamed in new deal] Western Bulldogs 24 May 2018 Telstra is also the naming rights sponsor of the National Rugby League Premiership. Telstra is also the principal sponsor of Swimming Australia. They also sponsored the Minardi team for the 2002 Formula One season, and the Rally Australia 2006 Championships.{{cite web |url=http://www.worldrallychampionship.net/2006/australia/ |title=Telstra Rally Australia |publisher=worldrallychampionship.net |access-date=22 August 2010 |url-status=dead |archive-url=https://web.archive.org/web/20110303105643/http://www.worldrallychampionship.net/2006/australia/ |archive-date=3 March 2011 }}

Telstra also had the naming rights (under TelstraClear) for the TelstraClear Pacific events centre in Manukau City, New Zealand.{{cite web | url=http://www.pacific.org.nz/about-us/ | title=Welcome to Auckland South's Premier Event Centre | publisher=TelstraClear Pacific Events Centre | access-date=26 March 2013 | author=Robinson, Noel | url-status=live | archive-url=https://web.archive.org/web/20130301205214/http://www.pacific.org.nz/about-us/ | archive-date=1 March 2013 | df=dmy-all }}{{cite web | url=http://www.telstraclear.co.nz/company-info/sponsorship.cfm | title=Sponsorship | publisher=TelstraClear | access-date=26 March 2013 | url-status=live | archive-url=https://web.archive.org/web/20130206061751/http://www.telstraclear.co.nz/company-info/sponsorship.cfm | archive-date=6 February 2013 | df=dmy-all }}

In September 2021 Telstra solutions and Telstra Purple announced a partnership with eVTOL racing series Airspeeder. The deal centred around providing a service to transmit terabytes of data for vehicle to vehicle and vehicle to infrastructure communications for the EXA series. This deal incorporated on-vehicle branding for Telstra.{{Cite web |title=How we're helping Airspeeder bring flying car racing to life |url=https://purple.telstra.com/insights/case-studies/airspeeder/remote-connectivity |access-date=2023-08-15 |website=Telstra Purple |language=en}}{{Cite web |title=Airspeeder partners with Telstra Purple for Flying Car Racing Series |url=https://telstra.com.au/content/tcom/aboutus/media/media-releases/airspeeder-telstra-purple-announcement-2021 |access-date=2023-08-15 |website=Telstra.com |language=en}}

Telstra has over 200 subsidiary businesses as of 30 June 2016. The full list can be found at their website.{{Cite web|url=https://www.telstra.com.au/content/dam/tcom/about-us/investors/pdf%20F/150819-Group-Structure-2019.pdf|title=List of our investments in controlled entities|date=30 June 2019|website=Telstra|access-date=20 April 2020|archive-date=24 December 2019|archive-url=https://web.archive.org/web/20191224154313/https://www.telstra.com.au/content/dam/tcom/about-us/investors/pdf%20F/150819-Group-Structure-2019.pdf|url-status=live}}

A list of major businesses that Telstra owns can be found here under:

In 2001 Telstra launched a secretive bid to purchase Channel 9 from the Packer PBL Empire. It was driven by the Chairman Bob Mansfield, CEO Ziggy Switkowski and Group Managing Directors Ted Pretty. John Stamhope and others. The Howard Government intervened and stopped the purchase and the debacle was captured on ABC's Four Corners program the same year. Telstra employees which were part of the project team Brian Stapleton, John Loscoe. Pat Fuery, David Long, Gerard Devan and Mark Todd were disbanded and the project shelved.

In January 2007 Telstra launched WotNext, a video-publishing website that allowed users to upload videos. The video content was then sold to mobile users for A$1, which the uploader and Telstra split equally.{{cite news |title=What next? Smutty clips nobble Telstra's 'YouTube' |first=Asher |last=Moses |url=https://www.smh.com.au/news/web/what-next-smutty-clips-nobble-telstras-youtube/2007/12/05/1196530724315.html |newspaper=The Sydney Morning Herald |date=5 December 2007 |access-date=4 May 2011 |url-status=live |archive-url=https://web.archive.org/web/20081122135158/http://www.smh.com.au/news/web/what-next-smutty-clips-nobble-telstras-youtube/2007/12/05/1196530724315.html |archive-date=22 November 2008 }} The website was shut down in {{nowrap|December 2007}} after a media backlash over uploaded semi-pornographic videos.{{cite web|url=https://www.smh.com.au/news/web/smutty-clips-nobble-telstras-youtube/2007/12/05/1196530724315.html|title=What next? Smutty clips nobble Telstra's 'YouTube'|work=The Sydney Morning Herald|date=5 December 2007|url-status=live|archive-url=https://web.archive.org/web/20140618161600/http://www.smh.com.au/news/web/smutty-clips-nobble-telstras-youtube/2007/12/05/1196530724315.html|archive-date=18 June 2014}}

On 12 July 2011, the Office of the Australian Information Commissioner (OAIC) released the findings of its investigation into a mailing list error that resulted in approximately 60,300 Telstra customers' personal information being sent to other customers. The Australian Privacy Commissioner Timothy Pilgrim said that the OAIC investigation confirmed that while Telstra breached the Privacy Act when the personal information of a number of its customers was disclosed to third parties, this incident was caused by a one-off human error. The OAIC concluded that Telstra had taken steps to protect the personal information of its customers including privacy obligations in agreements with mailing houses, privacy impact assessments, and procedures to ensure staff handle personal information appropriately during mail campaigns. After becoming aware of the mailing list error, the commissioner determined that Telstra had acted "immediately" to prevent further breaches, notify customers, review its data security practices, and counselling staff involved the accidental data leak.{{cite web |title=Telstra Corporation Limited: own motion investigation report (2011) |url=https://www.oaic.gov.au/privacy/privacy-assessments-and-decisions/privacy-decisions/investigation-reports/telstra-corporation-limited-telstra-own-motion-investigation-report |publisher=Office of the Australian Information Commissioner |access-date=22 May 2024 |archive-url=https://web.archive.org/web/20240304090953/https://www.oaic.gov.au/privacy/privacy-assessments-and-decisions/privacy-decisions/investigation-reports/telstra-corporation-limited-telstra-own-motion-investigation-report |archive-date=4 March 2024 |date=7 July 2011 |url-status=live}}

On 20 March 2019, Telstra denied access to millions of Australians to the websites 4chan, 8chan, Zero Hedge, and Liveleak as a reaction to the Christchurch mosque shootings.{{cite web|url=https://www.newsweek.com/christchurch-attack-video-australia-block-internet-isps-telstra-vodafone-1368174|title=4chan, 8chan, LiveLeak and Others Blocked by Australian Internet Companies over Mosque Massacre Video|website=Newsweek|date=19 March 2019|access-date=20 March 2019|archive-date=22 May 2019|archive-url=https://web.archive.org/web/20190522041759/https://www.newsweek.com/christchurch-attack-video-australia-block-internet-isps-telstra-vodafone-1368174|url-status=live}}

In May 2021, the Federal Court of Australia ordered the company to pay a $50 million fine for mistreating their Indigenous customers.{{cite web |last1=Bainbridge |first1=Amy |last2=Thorne |first2=Leonie |title=Telstra fined $50 million over unconscionable treatment of Indigenous phone plan customers |url=https://www.abc.net.au/news/2021-05-13/telstra-fined-over-treatment-of-indigenous-phone-plan-customers/100132000 |work=ABC News |access-date=13 May 2021 |archive-url=https://web.archive.org/web/20210513223530/https://www.abc.net.au/news/2021-05-13/telstra-fined-over-treatment-of-indigenous-phone-plan-customers/100132000 |archive-date=13 May 2021 |date=13 May 2021 |url-status=live}} In 2023, Telstra declared support for Yes in the 2023 Australian Indigenous Voice referendum, citing their "strong ties to Indigenous communities and employees".{{Cite web |last=England |first=Cameron |title=Top ASX companies publicly back yes campaign in Voice referendum |url=https://www.theaustralian.com.au/business/companies/top-asx-companies-publicly-back-yes-campaign-in-voice-referendum/news-story/594172526e3a4f2b1ff9057f3269287e#:~:text=Technology%20giant%20Telstra%20have%20pledged,to%20Indigenous%20communities%20and%20employees.}}

In March 2024, the planned shutdown of the 3G network in June raised concerns among those with limited access to 4G/5G networks or newer devices. A Hillston farmer voiced fears that losing 3G connectivity could disrupt communication with her family in other rural places, posing potential risks to their safety and well-being.

As of November 4th 2024 the 3G Mobile Network has been fully decommissioned after 2 delays extended the closure date to October 28 2024.

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