IM Subcontractor Agreement Field Operations Manual - Version No. 4.0 TDM-OPS-I-M-MAN-0695 - Tandem Corp
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Version No. 4.0 TDM-OPS-I-M-MAN-0695 11 September 2020 IM Subcontractor Agreement Field Operations Manual
IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
Contents
1. Purpose______________________________________________________________________ 5
1.1 Ambiguity 5
1.2 Amendment Notification 5
1.3 Policies and Procedures 5
2. Scope _______________________________________________________________________ 5
3. Definitions ___________________________________________________________________ 5
4. Overview ____________________________________________________________________ 10
5. Services_____________________________________________________________________ 10
5.1 General 10
5.2 Installation Services 10
5.3 Maintenance Services 13
5.4 Exchange Jumper Services 14
5.5 Recall Tickets of Work 14
5.6 OMMA Assurance Services 14
5.7 Other Network Maintenance Work 15
6. Methods and Processes for Services ___________________________________________ 15
6.1 Guiding Principles 15
6.2 Timeframes to Perform Services 15
6.3 Public relations and the media 15
6.4 Availability of Subcontractor Representatives 15
6.5 Tickets of Work 16
6.5.1 Tickets of Work 16
6.5.2 WMS 16
6.5.3 Managing Tickets of Work 16
6.5.4 Services Progress 16
6.5.5 Ticket of Work artefact requirements 16
6.5.6 Variations to a Ticket of Work 17
6.5.7 Timely Attendance of a Ticket of Work 17
6.5.8 Customer & End User Contact 17
6.5.9 Minors 17
6.5.10 Customer “Not In Attendance” (NIA) 17
6.5.11 NPAMS Updates 18
6.5.12 Completion of Forms 18
6.5.13 Medical Priority Assists 18
6.5.14 WinBack Customers - Local Number Portability 18
6.5.15 “666” Tickets of Work 18
6.5.16 FFS 18
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 2 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
6.5.17 Field Access Sultan Test (FAST), Online Advanced Tactical Solutions (OATS), and Test
and Diagnosis Manager (T&DM) Testing 19
6.5.18 No Network infrastructure - BCIMS 20
6.5.19 No Signal at Network Tap and other Network problems at installation - BCIMS 20
6.5.20 Asset Recovery 20
6.5.21 Competitor Cable 20
6.5.22 Pre-wired Premises 20
6.6 Completion of Work 21
6.7 Rework 21
6.8 Termination of Ticket of Work 21
6.9 ACMA Requirements 21
7. Telstra networks, systems and premises ________________________________________ 22
7.1 Work within Telstra’s premises 22
7.2 Work in Exchanges 22
7.3 Site Access 22
7.4 Networks and Telstra Systems 23
8. Materials, Equipment, and Vehicles ____________________________________________ 23
8.1 Inventory 23
8.1.1 Provision of Inventory 23
8.1.2 Ordering Inventory 24
8.1.3 Subcontractor Responsibilities for Inventory 24
8.1.4 Account of Inventory 24
8.1.5 Set-off 25
8.1.6 Stock Takes 25
8.2 Subcontractor Materials, Equipment, Vehicles and Machinery 25
8.2.1 Subcontractor Requirements 25
8.2.2 Subcontractor Vehicles 25
8.2.3 Tools of Trade 25
8.3 Servicing 26
8.4 Technology and Electronic Devices 26
8.5 Other Equipment 26
9. Sites ________________________________________________________________________ 26
9.1 Site Details 26
9.2 Site Access 27
9.3 Traffic Control 27
9.4 Clean up at Completion of Tickets of Work 27
10. Specific Subcontractor Requirements __________________________________________ 27
10.1 Insurances 27
10.2 Licences, Accreditations, Certifications, Approvals etc. 28
10.3 Utility training requirements – invoicing arrangements 28
10.4 Communications 29
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 3 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
10.5 Presentation, Branding and Branded Clothing 29
10.6 Tandem Branding 30
10.7 Subcontractor Identification 30
10.8 Return of Identification, Branding and Branded Clothing 30
10.9 Non-Exclusive Relationship 30
11. Subcontractor Payments _____________________________________________________ 31
11.1 Invoicing and Payments to Subcontractors 31
11.2 Disputed Payments (RCTI) 32
12. Key Performance Indicators ___________________________________________________ 32
12.1 KPI Reporting 32
12.2 KPIs 33
12.3 PIRs 46
12.4 Subcontractor Incentives 46
12.4.1 SOR Points 46
12.4.2 Jumper Revisit Target 47
13. Health, Safety, Environment and Quality _______________________________________ 47
13.1 Health and Safety 47
13.2 Safe Work Method Statements 48
13.3 Job Safety Assessment (JSA) 48
13.4 Barricades & Safety Equipment 49
13.5 Personal Protective Equipment (PPE) 49
13.6 HSE Field Audits & Inspections 49
13.7 Incident & Hazard Notification & Reporting Timeframes 50
13.8 The Environment 50
13.9 Environmental Credits 51
13.10 Heritage Items 51
13.11 Contamination 52
13.12 Asbestos Handling 52
13.13 Quality Management System 53
14. Subcontractor Conduct ______________________________________________________ 53
14.1 Conflict of Interest 53
14.2 Drugs and Alcohol 54
14.3 Smoke-Free Workplace 55
14.4 Subcontractor Conduct 55
15. Document Control & Distribution List __________________________________________ 55
15.1 Contact for Enquiries and Proposed Changes 55
15.2 Document Control 55
16. Tandem Policies and Procedures ______________________________________________ 56
16.1 Tandem Documents 56
16.2 Telstra Technical Documentation 56
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 4 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
1. Purpose
This document outlines the operational processes and standards required of Subcontractors (and
their Representatives) when supplying Services to Tandem.
The requirements in this Field Operations Manual (FOM) are not intended to diminish obligations or
liabilities of Subcontractors in the Agreement.
Subcontractors must comply with, and ensure Subcontractor Representatives are aware of and
comply with, the requirements in this FOM and all documents referred to in it (all of which are
Tandem Policies and Procedures).
1.1 Ambiguity
If ambiguity exists between this FOM and the terms of the Agreement, the Agreement takes
precedence.
1.2 Amendment Notification
This FOM and documents referred to in it are subject to change from time to time in accordance
with the Agreement.
Tandem will notify the Subcontractor of any amendment to this FOM or any change to related
reference documents.
1.3 Policies and Procedures
Tandem Policies and Procedures referred to in this FOM are located:
on the Contractor Management System (CMS);
at the Field Essential Portal; or
as otherwise notified to the Subcontractor.
2. Scope
This FOM applies to all Subcontractors performing installation and maintenance services (I&M
Services). I&M Services are described in this FOM.
3. Definitions
The capitalised terms included in this FOM have the same meaning given to them in the Agreement
(unless the term has a different definition below):
ACMA means Australian Communications and Media Authority.
ADSL means ‘asymmetric digital subscriber line’.
Appointment means an appointment with an end user or customer of Telstra to
provide any part of the Services.
Authority means:
a government body (including a government department);
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 5 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
a semi-governmental or judicial body;
a person (whether autonomous or not), a commission, agency or
entity (wherever created or located) who is charged with the
administration of a law; and/or
any provider of public utilities including gas, water and electricity
and can include local government authorities and public private
companies which exercise jurisdiction over any Services.
Business Continuity means any business continuity plan developed pursuant to the Head
Plan Agreement.
BCIMS means Broadband Cable Installation & Maintenance Services.
Broadband Cable means the hybrid optical fibre/coaxial cable broadband network
Network (BCN) constructed by or on behalf of Telstra and currently owned and
operated by TMPL (Telstra Media Pty Limited) for the purpose of
providing broadband and pay television services. Broadband Cable
has a corresponding meaning.
Cable Modem means a device used for high-speed connections over the Broadband
Cable Network.
Cable Modem means a high-speed internet access product delivered on the
Services Broadband Cable Network.
Commitment means the date and time by which the Subcontractor (and the
Subcontractor Representative to whom a Ticket of Work has been
allocated) is due to have completed the Ticket of Work.
Complaints means a complaint raised regarding the supply of the Services by a
Subcontractor (or Subcontractor Representative) (other than any
complaints which Tandem, in its absolute discretion, considers is
unsubstantiated or trivial).
Contamination means the presence in, on or under any land or water, or in the air,
of a substance at a concentration above the concentration at which
the substance is normally not present in, on or under (respectively)
land, water or air, in the same locality, being a presence that
presents a risk of harm to human health or any other aspect of the
environment.
Customer means the recipient of a service provided by Telstra.
Customer Access means part of the Network from the Customer Premises to the main
Network or CAN frame within the exchange.
Customer Network describes a part of the CAN requiring attention (i.e. network
Improvement or CNI maintenance, Network upgrade).
Customer Premises means a detached building occupied by one or more residents, a
living unit or a building or premises incorporating more than one
living unit, or that accommodates several tenants such as home units,
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 6 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
town houses, high rise buildings, shopping malls and industrial parks
(whether residential, industrial or commercial in nature).
Customer Premises means telephone or other service equipment physically located on
Equipment (CPE) the Customer’s Premises (for example, Internet Gateway routers and
media devices).
Dangerous Incident means an incident in relation to a workplace that exposes a worker or
any other person to a serious risk to a person’s health or safety
emanating from an immediate or imminent exposure to:
an uncontrolled escape, spillage or leakage of a substance;
an uncontrolled implosion, explosion or fire;
an uncontrolled escape of gas or steam;
an uncontrolled escape of a pressurised substance;
electric shock;
the fall or release from a height of any plant, substance or thing;
the collapse, overturning, failure or malfunction of, or damage to,
any plant that is required to be authorised for use in accordance with
the regulations;
the collapse or partial collapse of a structure;
the collapse or failure of an excavation or of any shoring supporting
an excavation;
the inrush of water, mud or gas in workings, in an underground
excavation or tunnel; or
the interruption of the main system of ventilation in an underground
excavation or tunnel.
Delivery Support or means the “Delivery Support” business unit responsible for certain
NCMT management tasks in relation to Tickets of Work during the life cycle
of the Ticket of Work.
Direction includes Contract, approval, assessment, authorisation, submission,
certificate, decision, demand, determination, explanation,
instruction, notice, order, permission, rejection, request or
requirement. Direct and Directed have a corresponding meaning.
EAC means Electronic Access Control System often used to provide
Exchange Access.
Environmental means the legal, commercial or other benefit (whether present or
Credits future) of any:
(a) reduction or offset of greenhouse gas emissions (whether by
total gases emitted or efficiencies);
(b) energy efficiency measures;
(c) use of renewable energy; or
(d) reduction or offset of any environmental impacts, and
includes:
(e) any benefits arising from the introduction of a greenhouse
gas emissions trading scheme;
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 7 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
(f) the ability to claim any reduction in greenhouse gas emissions
for the purposes of an agreement between Telstra and a
Government Authority; and
(g) the ability to claim as an environmental benefit for marketing
or policy purposes.
EUP means end user property.
Field Contract means a Tandem Field Contract Manager, Tandem Quality Auditor (or
Manager another position nominated by Tandem).
FFS means Fee For Service.
FNN means full national number.
FTTB means Fibre to the Basement.
FTTC means Fibre to the Curb.
FTTN means Fibre to the Node.
FTTP means Fibre to the Premises.
HFC means Hybrid Fibre Coaxial Network for the purpose of providing
broadband and or nbn™ services.
Incentive means an incentive payable to a Subcontractor, in the absolute
discretion of Tandem, where the Subcontractor’s performance of the
Services meets or exceeds the Incentive target for a KPI.
Incident means an act or omission that is a breach of, or is reportable under,
a Legislative Requirement or results in or had the potential to result
in death, injury, illness or Contamination and includes a hazard.
Inventory has the meaning given in clause 8.1 of this FOM.
Keys means any physical or electronic key or key card, security access
code (or similar), including any EAC, I-Key or Token Generator
LPGS means Large Pair Gain System.
MDF means the Main Distribution Frame.
Netmaps means the display of Telstra Physical Inventory, Network Data and
Coverage Maps on Google Earth.
Network Boundary means the physical point where a carrier’s (e.g. Telstra or nbn™’s)
Point Network ends. This is usually the first socket in the End User
Premises but may be a network boundary distributor (MDF) or a NTD.
Network Tap means the part of the HFC or BCN where a “Network Tap” is present
for end user lead-ins to be connected to the network. The Tap forms
the edge of either Telstra or nbn™’s hybrid- fibre-coaxial (HFC)
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 8 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
Network. The Network Tap allows coax ‘drops’ to the End User
Premises.
New Service means any connection for a new or varied Telstra service performed
Connections by the Subcontractor.
NPAMS means Network Plant Assignment and Management System.
NTD means the Network Termination Device.
OATS means Online Advanced Tactical Solutions.
OMMA means the nbn™ Operations and Maintenance Master Agreement
between Telstra and nbn™.
PAC means priority assist customer.
PIRs means the Performance Indicator Rights specified in clause 12.3 of
this FOM.
POTS means a plain ordinary telephone service.
Property Entry Point means the point where the lead-in enters the End User Premises, and
is usually the front boundary of the property.
RDAP means Reuse Disconnected ADSL Port.
Remote or Regional means geographically remote or regional locations with limited
resources.
RF means radio frequency.
Service Provider means a provider of the underlying product or service to which the
Services relate, as described in the Ticket of Work, for example:
Foxtel; Bigpond; and Telstra’s wholesale customers.
SLA means service level agreement.
SOR Points means points have been associated to individual tasks that are
covered within the Schedule of Rates. The points are used to
calculate productivity and therefore incentives (refer Incentives
section).
Speed Test means a test to establish the speed at which the service is able to
download and upload data.
SPGS means small pair gain system.
SWMS means a safe work method statement.
Utility Provider means a person who provides utility service, including water,
electricity, gas, LPG, telephone, drainage, waste, sewerage and
electronic communications
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 9 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
4. Overview
This FOM sets out the processes and minimum technical specifications a Subcontractor must comply
with to perform the Services and other network maintenance activities.
5. Services
5.1 General
Services that may be provided under a Ticket of Work are described in the SOR Descriptions in each
Rate Code set out in the SOR (Attachment 1 to this FOM). These Services include:
installation services to residential and business End Users, as described in 5.2 (Installation
Services);
maintenance services, as described in 5.3 (Maintenance Services);
running and removal of exchange jumpers, as described in 5.4 (Exchange Jumper Services);
services relating to afterhours recall Tickets of Work, as described in 5.5 (Recall Ticket of
Work);
Service Assurance relating to OMMA FTTP, FTTN/B, FTTH and FTTC Work in 5.6 (OMMA
Assurance Work); and
other Network maintenance work, as described in 5.7 (Other Network Maintenance Work).
The Subcontractor can only claim Rates (in accordance with the Rate Codes) in the SOR. The
Subcontractor cannot claim for SOR Descriptions where there are no corresponding Rates.
5.2 Installation Services
Installation Services include CAN and in-premises requirements for new or additional services.
Subcontractor Representatives performing Telstra Legacy installation services must be equipped
with enhanced fault location equipment, including:
Line Test Set No2, Pulse Echo Tester / Copper TDR, Resistive Fault Locator (RFL), Cable
Identifier and Probe (F-Set), Linesman Test Phone; or
A CAN test set (CTS), METRO Test Set (MTS) or Equivalent with the appropriate features and
functionality for the Service type provided, and the ability to upload test results as required.
Subcontractor Representatives performing OMMA installation service must be equipped with
enhanced fault location equipment, including:
A VIAVI Test Set or Equivalent with the appropriate features, functionality and test
requirements for the Service type provided, and the ability to upload test results as required.
(a) PSTN (Public Switched Telephone Network) and ULL (Unconditioned Local Loop) services:
PSTN and ULL Service includes provision from the exchange to the:
NBP (first socket) / NTD for residential customers;
NBD for business customers; or
Nearest pit or manhole for a proposed payphone.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 10 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
These Services include all jointing, jumpering, identification and repair of obvious faults in the CAN,
transpositions, replacement of faulty lead-in cable and other relevant requirements as specified
in the SOR.
For Telstra customers, rental phones are only available via customer collection or courier delivery.
(b) ADSL Services
ADSL installation Services includes:
installing up to 4 in-line filter(s) to outlets with existing equipment;
installing a central filter and running separate cable from an isolated “ADSL” connection on a
central filter to the outlet socket. The central filter must be housed in a weather resistant
enclosure if mounted externally;
testing the ADSL service by connecting a test modem to the outlet, and trouble shoot where
issues exist;
installing the customer modem and establishing an ADSL connection (if specified as a
Professional Installation on the Ticket of Work);
provide additional Telstra products and services via FFS;
verifying that all outlets are working correctly and the FNN is present; and
providing Customer education.
Enhanced fault location equipment and xDSL test equipment must be used.
(c) Broadband Cable Services
Broadband Cable Services include installation of coaxial lead-in (cable only), premises
connection devices, premises wiring and modems.
(d) Consumer and Business Installations on the nbn™
The installation of Telstra services on the nbnTM network is defined as “Professional Installation
Services” (PIK). PIK Services include the installation of:
voice only services delivered via the nbnTM NTD on optical fibre services (FTTP)
voice and data services including Digital Office Technology (DOT) delivered over a Telstra
Gateway on nbnTM via:
i. Fixed Wireless (FTTW)
ii. Optical fibre to the Premises (FTTP)
iii. Optical Fibre to the Node (FTTN)
iv. Optical fibre to the Building (FTTB)
v. Optical fibre to the Curb (FTTC)
vi. Hybrid Fibre Coaxial Network (HFC)
PIK Services also include assessing potential impact on Priority and CPE services, checking
broadband speed and signal strength and connecting telephony, computers and other devices to
the Gateway. Additional related services can be provided on a FFS basis.
OMMA nbnTM Fibre to the Premises (FTTP)
FTTP Services includes the installation and commissioning of optical fibre cabling on behalf of
nbn™ from the optical node to the External Optical Premises Connection Devices (PCD), or nbn™
Optical Network Termination Device (NTD) located at the End User Premises, including
commissioning and testing of the NTD.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 11 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
FTTP Services also includes fibre patching, splicing, hauling, testing and other relevant
requirements specified in Tandem Policies and Procedures.
Optic Fibre splicing, insertion loss and testing equipment must be used.
OMMA nbn™ Hybrid Fibre Coaxial (HFC)
HFC Services include the installation and commissioning of coaxial cabling on behalf of nbn™
from the network TAP to the Coaxial Premises Connection Devices (PCD) or nbn™ Network
Termination Device (NTD-Modem) located at the End User Premises including commissioning and
testing of the NTD.
For Single Dwelling installations (SDUs) the Services includes all terminations, cabling, testing and
other requirements from the TAP to the End User premises outlet including internal cabling as
specified in Tandem Policies and Procedures.
For Multi Dwelling Units (MDUs) the Services includes all cabling from the TAP to the End User
premise outlet including internal and lateral cabling, but excluding backbone riser cabling as
specified in Tandem Policies and Procedures.
OMMA nbn™ Fibre to the Node (FTTN)
FTTN Service is the installation or connection of a working VDSL (Very High Bit Rate Subscriber
Line) service from the nbnTM roadside cabinet (NODE) to the:
NBP (first socket) / NTD for residential End Users;
NBD for business End Users; or
jumper activities at the NODE Pillar for existing service migration and new nbn TM services.
FTTN Services includes all jointing, jumpering, identification and repair of obvious faults in the
CAN, transpositions, replacement of faulty lead-in cable and other Services specified in Tandem
Policies and Procedures.
OMMA nbn™ Fibre to the Basement (FTTB)
FTTB Service is the installation or connection of a working VDSL (Very High Bit Rate Subscriber
Line) service from the nbnTM MDF Pair to an End User’s first socket where an intact cable path
exists or no additional cabling is required.
FTTB Services includes all jumpering, pair identification and other relevant requirements
specified in Tandem Policies and Procedures.
OMMA nbn™ Fibre to the Curb (FTTC)
FTTC Service is the installation or connection of a working service from the nbnTM Distribution
Point Unit (DPU) to the End User Network Connection Device (NCD) including:
testing and Commissioning on the DPU;
installation of a Copper Intercept Unit (CIU) (where applicable);
installation, replacement or extension of 2pr lead in cable from DPU to CIU to End User
premises NBP (first socket) or NTD for residential End User; and/or
installation, activation and testing of the Network Connection Device (NCD).
FTTC Services includes all jointing, repair or replacement of faulty lead-in cable, commissioning,
testing and other relevant requirements specified in Tandem Policies and Procedures.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 12 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
5.3 Maintenance Services
Maintenance Services is the identification and rectification of faults in the CAN, BCN or CPE that
causes a customer service to cease working or work below the customer’s service guarantee. Where
the fault is in customer-owned equipment, the Subcontractor must follow the relevant FFS process.
Maintenance Services include service-affecting faults for residential and business customers,
including in:
an exchange MDF, LPGS;
the bearer or network component of SPGS;
the CAN cabling, associated joints or CCU;
the Customer’s lead-in or premises cabling;
the Customer’s equipment;
ADSL Service; or
Telstra services on the nbn™.
Maintenance Services may include all jointing, jumpering, transpositions, replacement of faulty lead-
in cable, replacement of faulty customer equipment and other requirements in the Tandem Policies
and Procedures. To ensure minimum entry in the CAN, the Subcontractor must use enhanced fault
location equipment.
Subcontractor Representatives performing Telstra Legacy maintenance services must be equipped
with enhanced fault location equipment, including:
Line Test Set No2, Pulse Echo Tester / Copper TDR, Resistive Fault Locator (RFL), Cable
Identifier and Probe (F-Set), Linesman Test Phone; or
A CAN test set (CTS), METRO Test Set (MTS) or Equivalent with the appropriate features and
functionality for the Service type provided, and the ability to upload test results as required.
Maintenance Services also includes:
“Make Safe/ Cable Down” activity requiring the “making safe” of any Network cable that has
been detached and placing effective and safe barricades around or footway board over
damaged pit and pedestals; and
providing Professional Installation Services (PIK) where the Customer has failed to successfully
install the Gateway/activate the services via the use of the optional Self Installation Kit (SIK).
When completing Maintenance Services Subcontractor requirements are:
Faulty Telstra rental phones must be replaced with a similar Telstra Rental phone from the
Subcontractor’s supply.
Replacement of faulty Telstra Gateways that are under a warranty without FFS charge.
Whenever possible the telephony service must be repaired permanently. When a fault cannot
be permanently repaired, the Subcontractor must restore the service where possible, lodge a
CNI and comply with the appropriate hand off process.
Where directed by Telstra or Tandem, the Subcontractor must provide an interim telephone
service.
After completing Maintenance Services, the Network must be left in a condition unlikely to result in
further faults.
Note: Any lead-in damage or blockage that can be repaired using hand tools must be completed on
the day of the Service.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 13 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
Maintenance Services do not include:
NRF (Network Reliability Framework);
ESD (Escalated Service Difficulty), Level 2 or above faults;
Payphone Equipment faults;
SPGS Exchange, Remote or Repeater Units faults;
LPGS Equipment faults; or
Faults proved to exist within the BCN.
5.4 Exchange Jumper Services
Exchange Jumper Services is the connection of internal and external cabling to exchange equipment.
These Services include all works to connect via a jumper or jumpers on the exchange MDF from the
cable pair to/or exchange-to-exchange equipment, and the removal of jumpers.
Complex ADSL jumpers must comply with the RDAP process.
5.5 Recall Tickets of Work
Recall Tickets of Work may be allocated by Tandem’s Recall Call Centre. Recall Tickets of Work must
be accepted and completed by the Subcontractor in accordance with the Recall process detailed in
TDM-OPS-PAA-WI-0980 Recall ToW Work Instructions.
After Hours Recall Tickets of Work performed between the hours of 7pm and 7am Monday to Sunday
(inclusive) will be paid at the After Hours Recall SOR item MM-11a1 rate.
Fault and Install Business Hours Recall Tickets of Work may be accepted and completed for urgent
Tickets of Work between the hours of 7am and 7pm Monday to Sunday (inclusive) at times outside of
a Subcontractor Representative’s availability “window” in CMS or following a Subcontractor
Representative’s “end of day”.
Business Hours Recall Tickets of Work will be paid at the Business Hours Recall SOR item MM-11a3
rate.
5.6 OMMA Assurance Services
OMMA Assurance Services can be offered in areas where OMMA FTTP, FTTN/B, FTTH and FTTC is
available. These services must comply with Work Instruction 01555w01, technology specific Work
Instructions 015555w03, 015555w04 and 015555w05, and Tandem Policies and Procedures.
OMMA Assurance Services includes diagnosis, location and rectification of faults.
Subcontractor Representatives performing OMMA maintenance service must be equipped with
enhanced fault location equipment, including:
A VIAVI Test Set or Equivalent with the appropriate features, functionality and test
requirements for the Service type provided, and the ability to upload test results as required.
When completing OMMA Assurance Services, the Subcontractor must:
use enhanced fault location equipment to ensure minimum entry in the CAN; and
on the day of the Service either permanently repair a fault, or where a fault cannot be
permanently repaired, temporarily restore the service and follow the appropriate nbn™ hand
off process.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 14 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
5.7 Other Network Maintenance Work
Other Network Maintenance Work includes jointing, low volume Services (such as joint remakes), or
service affecting works (such as cable hauling).
6. Methods and Processes for Services
6.1 Guiding Principles
The Subcontractor must comply with the Agreement, this FOM, and Tandem Policies and Procedures.
The Subcontractor will otherwise determine how to perform the Services. The Subcontractor may
propose changes to Tandem Policies and Procedures following the process set out in TDC-IMS-GRP-
PRO-0050 Corrective Preventive and Improvement Action Procedure.
When providing a Service, the Subcontractor must:
1. Quick Connect
Connect the service for an End User.
2. Quality Service
Connect the service so that it meets minimum technical standards and End User expectations.
3. Satisfied Customer
Satisfy the End User by providing a quick, neat connection that meets End User expectations.
6.2 Timeframes to Perform Services
Upon acceptance of a Ticket of Work, Services are performed within the following timeframe:
7.00am to 7.00pm each day of the week (including public holidays).
The Subcontractor may accept Tickets of Work to supply Services outside the above hours where
requested by Tandem and/or when urgent action is necessary for HSE management or emergency
requirements.
6.3 Public relations and the media
Should a Customer or any other person express concern or complain about the Subcontractor or
the Services, the Subcontractor must notify Tandem immediately.
Should a Subcontractor Representative be contacted by the media about a Customer, Tandem or
Telstra, the Subcontractor should immediately notify a Field Contract Manager and should not speak
on behalf of Tandem or Telstra.
6.4 Availability of Subcontractor Representatives
The Subcontractor must set the availability of Subcontractor Representatives by populating in CMS
each Subcontractor Representative’s (1) daily availability 90 days in advance; and (2) the availability
“window” during which Tickets of Work can be performed each day.
Unless Tandem otherwise advises the Subcontractor in writing, within 10 days of the day a Ticket of
Work will be performed, the Subcontractor must notify the Tandem Command Centre (TCC) of a
change in availability so that Ticket of Work allocation can be managed. The Subcontractor can use
CMS to change their Representative’s availability at any other time.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 15 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
Tandem will allocate Tickets of Work based on notified availability of Subcontractor Representatives.
6.5 Tickets of Work
6.5.1 Tickets of Work
Ticket of Works will be allocated and accepted via the WMS or other methods (for example, by
email), within the time frame required by Tandem for acceptance of the relevant category of
Ticket of Work.
If a Subcontractor rejects a Ticket of Work, notice must be provided via the WMS as soon as
possible after receiving the Ticket of Work to assist with re-allocation.
6.5.2 WMS
Tickets of Work may be assigned and managed via the WMS and will be visible in “real time” to
both Tandem and the Subcontractor.
Via the WMS, the Subcontractor should select, onsite and clear Tickets of Work in real time, and
also write accurate and current information relating to progress and completion of each Ticket
of Work.
6.5.3 Managing Tickets of Work
The Subcontractor will:
manage Tickets of Work from the time the Ticket is “acknowledged” through to completion;
perform Services in a way that minimises interruptions to the services of any user of the
Network;
strictly comply with all required procedures regarding interruptions to special services (as
designated by Tandem or Telstra);
immediately ‘complete’ Tickets of Work in the WMS after completing a Service; and
confirm Ticket of Work details with the end user prior to attending the Site; and
ensure its Subcontractor Representatives contact the TCC or if directed, an FCM to obtain a
sequence before closure of all Incomplete and partial-complete TOWs.
Note: An incomplete or partial-complete Ticket of Work will not be paid where these details are
not confirmed in advance.
6.5.4 Services Progress
The Subcontractor must update the progress of the Services via the WMS (or other means notified
by Tandem) including promptly notifying Tandem of any issue that may cause, or is likely to cause
delays and/or failures to complete Services.
For OMMA Tickets of Work the Subcontractor must also update the progress of the Services via
the “NBN Operate” App.
6.5.5 Ticket of Work artefact requirements
Subcontractor Representatives must provide the supporting documentation ((e.g. photos, video,
written support etc.) required by the Schedule of Rates or other Tandem Policy and/or
Procedure, while on site to establish, to Tandem’s satisfaction, claims for SOR items.
The Subcontractor must have a digital camera that can take a photo with a resolution of at least
1.3 Megapixels and file size less than 5MB. Digital photos should be legible, date/time/GPS
location stamped and where multiple photos are required, named in sequential order (refer
below for example).
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 16 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
Photo naming convention - Order no 123456 photo 1 Order no 123456 photo 2
Transfer of photos via MMS mobility (picture messaging) may also be required. Photos should be
archived/saved on the allocated tablet or device and kept for a minimum of 3 months.
6.5.6 Variations to a Ticket of Work
At times, a Ticket of Work may be varied in relation to SOR type and/or quantities being claimed.
Variations may require pre-approval from a Field Contract Manager. If work required to complete
a Ticket of Work is beyond the scope of SOR items specified in the Ticket and/or different
quantities are required, the Subcontractor must provide supporting documentation (e.g. photos,
video, written support etc.) while on site to establish, to Tandem’s satisfaction, claims for any
additional work or SOR items.
6.5.7 Timely Attendance of a Ticket of Work
Appointments must be met on the day set out on the Ticket of Work or arranged with the End
User. If the Subcontractor cannot attend the Appointment on the day set out on the Ticket of
Work or arranged with the End User, the Subcontractor must:
notify a Field Contract Manager, as soon as possible, and at least by 4pm (local time) on the
day of the Appointment; and
enter in the WMS the actions required to facilitate another customer appointment as required.
6.5.8 Customer & End User Contact
Customers and End Users must be called when approaching the Premises. If there is no answer
after calling all the Customer or End Users phone numbers on the Ticket of Work, the
Subcontractor must still attend the Premises to meet the Appointment (as set out at 6.5.9 below).
When the Subcontractor Representative first meets the Customer or End User, Photo ID and an
explanation of the reason for the visit must be provided. The letter of introduction (see section
10.6) can be supplied upon request.
All aspects of the applicable Services must be explained to the Customer or End User before work
proceeds, including how any cable, filtering device(s) will be installed and how much any Fee for
Service work will cost (if applicable).
6.5.9 Minors
The Subcontractor must ensure that Subcontractor Representatives do not enter the Customer
or End Users Premises or proceed with the repair unless there is an adult over 18 present. Refer
to Telstra technical document 014 869 w50 Not in Attendance.
6.5.10 Customer “Not In Attendance” (NIA)
If the Customer or End User is NIA, the Subcontractor Representative must wait at least 15
minutes after arriving at the Premises. The Subcontractor Representative must attempt to
contact the Customer or End User on their phone numbers listed on the Ticket of Work. For
OMMA Business Complex and OMMA HFC Activation Tickets of Work the Subcontractor
representative is required to request a call back from nbn immediately is the end user is NIA. For
Telstra customer Tickets of Work the Subcontractor representative is to also call the Helpdesk
for additional contact details if the customer is not contactable.
If the Customer or End User does not respond or arrive after 15 minutes, the Subcontractor
Representative must leave the appropriate NIA Card, and enter details of the NIA on the WMS.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 17 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
Note: The Subcontractor representative may be required to wait up to 30min onsite for the end
user to arrive for nbn™ OMMA Business Complex tasks.
6.5.11 NPAMS Updates
Where a single pair transfer or change is made during an Installation Services Ticket of Work, the
Subcontractor must update all associated records in NPAMS immediately after the transfer of
change.
6.5.12 Completion of Forms
The Subcontractor must complete, submit on WMS and retain all Ticket of Work forms including:
TS601, TCA1, TCA2, Redline Mark-up (for network and lead-in upgrades, CNI’s and Damages),
incomplete data, handoff and process webforms, Telstra Apps and Health and Safety
documentation.
6.5.13 Medical Priority Assists
Customers may register for Medical Priority Assistance if they have one of a life threatening
medical condition.
All Medical Priority Assist Customers must be prioritised. The Subcontractor must ensure
Subcontractor Representatives complete all Medical Priority Assist Tickets of Work at the first
available opportunity and within stipulated timeframes (see processes referred to in this section
below).
Medical Priority Assist Tickets of Work may be an Installation Service, Maintenance Service or
Recall Ticket of Work and may also include the provision of an interim telephone service.
The Subcontractor must ensure that Subcontractor Representative comply with relevant
processes (005 201 w50 Priority Assistance Customers Process for IM Contractors and 011 604
Offer and Provision of an Interim Telephone Service - Service Assurance Reasons) and that the
Customer has either a working service or an interim telephone service prior to leaving the
Customer Premises.
6.5.14 WinBack Customers - Local Number Portability
The Subcontractor must ensure that all ‘WinBack’ customers (as denoted on each Ticket of Work
in the ‘Remarks’ field in the WMS) are treated as high priority as these Tickets of Work have
Telecommunications (Customer Service Guarantee) Standard implications.
No work shall commence on a ‘WinBack’ Customer’s Premises unless the Customer (or their
representative) is in attendance.
6.5.15 “666” Tickets of Work
The Subcontractor must ensure Tickets of Work that have been rescheduled due to a ‘Telstra
reason’ are not rescheduled again. These Tickets of Work can be identified in the WMS by a “Yes”
note against the ‘Do Not Bump’ field. Any Ticket of Work containing “Yes” in the ‘Do Not Bump’
field must not be rescheduled.
6.5.16 FFS
The Subcontractor must complete FFS activities listed on a Ticket of Work in accordance with the
specifications in Tandem Policies and Procedures.
If a Customer requests additional work on Site, the Subcontractor, at the discretion of the Telstra
Workforce Deployment Group, can complete the work and apply the appropriate FFS rates.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 18 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
where the Customer requests relocation of an existing PSTN outlet;
incorrect call out;
maintenance Service calls not covered by warranty;
where the Customer requests adds, moves and changes which encompass any alterations to
an existing PSTN Service;
all internal Customer Cabling work;
Customised Broadband Cable Installation (refer 002 581 Broadband Cable Standard and
Customised Installation Process); and
Telstra products and services listed on the FFS Fixed Price Rate cards.
Before commencing any work involving FFS, the Subcontractor must advise the Customer of
applicable rates and tariffs and obtain the Customer’s approval prior to commencing work.
If there are discrepancies in Ticket of Work information, the Telstra FFS Team should be
contacted immediately to verify the information.
Where the Customer requests additional work on Site and it cannot be completed on the same
Ticket of Work, the Customer must be referred to Telstra Residential Sales to arrange a suitable
Appointment time.
When completing a Ticket of Work on WMS, the Subcontractor must enter detailed notes
itemising the FFS charges applied.
The Subcontractor may only claim FFS Rates at completion of FFS activities with a valid FFS
reference number supplied by the FFS team.
6.5.17 Field Access Sultan Test (FAST), Online Advanced Tactical Solutions (OATS), and
Test and Diagnosis Manager (T&DM) Testing
With respect to POTS and ADSL only, the Subcontractor must complete a compliant and
successful FAST, OATs or T&DM Test before completing a Maintenance Service, Recall Ticket of
Work, or Installation Service. The testing must be completed to the last access point within the
CAN, including the Network Boundary Point, and conducted up to the point of faulty Telstra Plant
for any CNI or handover.
When using FAST, a “within specification” result does not guarantee the line is free of all faults.
FAST will not prove if the high resistant faults, noise or induction faults are eliminated. Care must
be taken to listen to the full fast result to ensure the A-B insulation resistance is balanced and
the capacitance is balanced.
Tandem may, at its discretion, perform FAST test validation on any TOW. If directed by Tandem,
the Subcontractor must ensure its Subcontractor Representative/s undertake the following
additional steps prior to closing a TOW:
phone the TCC upon completion of the final test (but before closure of the TOW in the WMS);
provide the TCC representative with the FAST test results which the TCC will record;
the TCC representative will then conduct a validation FAST test on the line while the
Subcontractor Representative is on the phone. If the result is:
Pass – the TCC representative will record the result and the TOW can be closed; or
Fail – the Subcontractor Representative will be required to continue to identify the fault
and repair the line.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 19 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
When completing OMMA TOWs the Subcontractor must test the service using the nbn Operate
App. Where required, the Subcontractor must complete manual testing and then upload the test
results to the Operate App.
6.5.18 No Network infrastructure - BCIMS
Where there is no Broadband Cable Network infrastructure (for example, no available Network
Tap port), the Subcontractor must advise the customer that Broadband cable is not available at
the premises and they are to seek an alternate Broadband product until nbn™ is available.
6.5.19 No Signal at Network Tap and other Network problems at installation - BCIMS
The Subcontractor must examine the Broadband Cable Network (including measurement of the
RF signal level at the Network Tap and a Speed Test for Cable Modem Services) prior to
commencing Installation Services.
Where the signal levels are outside of standards set in the Tandem Policies and Procedures, the
Subcontractor must contact a Field Contract Manager and complete the HFC Network Fault Web-
Form (handoff webform).
6.5.20 Asset Recovery
Where a Ticket of Work requires recovery of existing items at Site, such as cable or other
materials or equipment, the Subcontractor must recover and remove those assets and deliver
them to the location nominated on the Ticket of Work or in accordance with the Tandem Policies
and Procedures. The assets must be packaged appropriately (in similar boxes that the assets are
issued in) to avoid damage and loss of peripheral items.
Recovered assets belong to Tandem, and the Subcontractor will be liable for assets that are lost,
stolen or damaged (other than those identified as faulty under an asset change over order Ticket
of Work).
6.5.21 Competitor Cable
The Subcontractor is not permitted to use or remove any cable or equipment that has been
installed by another Service Provider.
Other Service Providers’ cable (e.g. OPTUS) or the Multi Dwelling Unit Free to Air (or MATV) cabling
must not be used as part of the Customer or End Users cabling.
6.5.22 Pre-wired Premises
Subcontractor Representatives must visually inspect pre-wiring where a Customer or End Users
Premises is internally wired for Broadband Services.
The Subcontractor must ensure Subcontractor Representatives comprehensively test signal
quality, and that there is no RF Signal leakage, using the approved meter and method in
accordance with Tandem Policies and Procedures. If the wiring does not pass the tests, the
Subcontractor Representatives must advise the Customer or End User and agree to either:
re-wire the Premises; or
postpone the Appointment if the Customer or End User wishes to address the cable problem
themselves.
If the Customer or End Users Premises has been pre-wired, the Subcontractor Representative
must note this in the WMS when closing the Ticket of Work.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 20 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
6.6 Completion of Work
Any Work will be Complete when:
all of the Work is complete and capable of use for its intended purpose in a continuous
manner;
there is no omission or Defect in the Work;
the Subcontractor has made good and cleaned the Site at which the Work was performed and
its surroundings to the satisfaction of Tandem;
the Work is in a condition that meets the minimum operating conditions specified in the Ticket
of Work for the Work or the Agreement;
all certificates and approvals required by law for the Work performed or use of the Work have
been obtained and copies provided to Tandem; and
the Subcontractor has done everything required under the Ticket of Work.
When the Work is Complete, the Subcontractor must:
close the Ticket of Work in the WMS, unless advised by Tandem;
provide detailed comments in regards to the Work performed, including any cable pairs and
locations accessed; and
enter details in regards to materials used, the time the fault was cleared, the activities
performed and the appropriate Fault clearance code.
6.7 Rework
Where a Ticket of Work:
is closed in the WMS but a further Ticket of Work is generated for the same premises within a
period of up to 14 days from closure for Wireline technologies and up to 30 days from closure
for OMMA technologies, the subsequent Ticket of Work is considered a “Rework TOW”
the generation of filtered Rework TOW will result in the classification of the Work carried out
on the original TOW as Defective, and Tandem may take steps to recover any payments made
to the Subcontractor in relation to that original TOW as a Disputed Payment in accordance with
section 11.2 of this FOM.
6.8 Termination of Ticket of Work
Tandem or the Subcontractor can close a Ticket of Work prior to Completion at any time without
cause by notifying the other party. In such circumstances all right, title and interest in the Services
and materials used transfers to Tandem and the Subcontractor must give possession of the Services
to Tandem as completed.
6.9 ACMA Requirements
The Services must be performed in accordance with ACMA requirements, as amended from time to
time. If any conflict exists between ACMA requirements and the Agreement and/or this FOM, the
Subcontractor must write to a Field Contract Manager to seek direction.
The Subcontractor will ensure that Subcontractor Representatives working on ACMA approved
cabling are accredited with the appropriate endorsements (as required by ACMA) to carry out such
work, are aware of the latest ACMA publications and that the Services are completed to those
requirements. This includes keeping on hand copies of relevant ACMA manuals and any updates for
reference while carrying out the Services.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 21 of 57IM Subcontractor Agreement Version No. 4.0
Field Operations Manual TDM-OPS-I-M-MAN-0695
11 September 2020
Tandem may, in its absolute discretion, at any time, require information or copies of documentation
relating to ACMA licensing and/or accreditation from the Subcontractor. Any cost attributable to
compliance with this obligation will be borne by the Subcontractor.
7. Telstra networks, systems and premises
7.1 Work within Telstra’s premises
While working within Telstra’s premises Subcontractor Representatives must comply with all security
requirements and limit access and movements to areas which are essential for performance of
Services.
7.2 Work in Exchanges
Subcontractor Representatives must attend the required briefing or complete on-line training
prepared by Telstra prior to entering Telstra’s telephone exchange or associated cable chambers.
Entry to exchanges requires the use of a Telstra One Card (formally EACs) and/or a physical exchange
key, which may be issued by Tandem, on application to a Field Contract Manager or Tandem Business
Support Officer.
The Telstra One Card is programmed to permit access to nominated exchanges during nominated
hours.
The Subcontractor:
must not allow, and must ensure Subcontractor Representatives do not allow, a Telstra One
Card or physical exchange key to be used by anyone other than the person to which it is
assigned or for any purpose other than to perform the Services in or from the relevant
Exchange;
is responsible for the security of any Telstra One Card and physical exchange keys assigned
to it or to any Subcontractor Representatives, and is liable for any act or omission of any
person using an assigned Telstra One Card or physical exchange key, as if they were the acts
or omissions of the Subcontractor;
must ensure that any Telstra One Card or exchange keys assigned to it is not copied;
must ensure each Telstra One card and exchange keys are recovered from the Subcontractor
Representative to whom it has been issued and returned to Tandem on or prior to the
Subcontractor Representative ceasing to be involved with the Services; and
upon entry and exit of exchange premises, a Subcontractor Representative is required to sign
in/out via the electronic site register or manually record time within the paper attendance
logbook. Mobile phones shall not be switched on within certain locations inside telephone
exchanges. The Subcontractor Representative shall inquire and determine where this
limitation applies and comply accordingly.
7.3 Site Access
On request, the Subcontractor may be provided Keys to Telstra premises subject to Tandem &
Telstra’s approval. All Keys remain Telstra’s property, including any replacement Keys paid for by the
Subcontractor. The Subcontractor must ensure that any new or replacement Keys are marked with
a prominent tag setting out the return address (as specified by Telstra) and any reward for the finder.
This document remains the property of ISG Management Pty Ltd trading as Tandem Management ABN 83 142 916 970 and must not be
copied, reproduced or distributed in any form by any other party without written permission. Page 22 of 57You can also read
