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Telstra Reconciliation Action PlanDecember 2018 - December 2021

About Telstra

Telstra is Australia’s leading telecommunications and technology company, offering a full range of communications services and competing in all telecommunications markets. In Australia we provide over 17.7 million domestic retail mobile services, 4.9 million retail fixed voice services and 3.6 million retail fixed broadband services. We have over 350 Telstra stores and 70 Telstra Business Centres.

We are committed to creating an inclusive culture that acknowledges and embraces difference. This brings new thinking and ideas – benefits that enhance the experiences of our employees and, in turn, our ability to engage with all customers right across Australia.

As at 30 June 2018 Telstra had more than 32,000 staff in 20 countries, with around 28,000 staff based in Australia. 233 identify as Aboriginal and Torres Strait Islander. Our people are the face of our business and we are committed to ensuring our workforce reflects the diversity of our customers and communities.

Terms used

Throughout this Reconciliation Action Plan (RAP), the terms Aboriginal and Torres Strait Islander peoples and Indigenous Australians are used interchangeably to reference the First Nation peoples of Australia. Within our business we use the term Indigenous, but we recognise the limitations of the term. When we work with a specific region, we seek guidance from local Traditional Owner groups and respect appropriate language protocols.

Feedback

We welcome feedback on our RAP. Please email us at [email protected]

Our suppliers

We are proud to have partnered with an Indigenous owned business, certified by Supply Nation, to design and print this document.

Aboriginal and Torres Strait Islander peoples should be aware that this publication may contain images or names of people who have passed away.

All information stated in this document is correct at time of printing – December 2018.

Acknowledgement

We recognise and acknowledge the original and ancient connection Aboriginal and Torres Strait Islander peoples have to the lands and waterways across the Australian continent. We pay respect to the past, present and future Traditional Custodians and Elders of this nation. At Telstra we are enriched by Aboriginal and Torres Strait Islander peoples’ contribution to our organisation and we commit to working with you to build a prosperous and inclusive Australia.

Contents

Our vision for reconciliation 1

Message from Telstra CEO, Andrew Penn 3

Message from Telstra Indigenous Advisory Committee Chair, Lauren Ganley 4

Message from Reconciliation Australia CEO, Karen Mundine 5

Our reconciliation journey 7

Lessons learnt 9

2015-2018 RAP outcomes 10

Reconciliation and our digital future 11

Digital Futures 15

Economic Participation 19

Cultural Responsiveness & Engagement 21

Governance 24

Stories from our 2015-2018 RAP 25

Summary of outcomes from our 2015-2018 RAP 31

Artwork story 32

1 Telstra Reconciliation Action Plan 2018-21

Our vision for reconciliationOur vision for reconciliation is an inclusive Australia where Aboriginal and Torres Strait Islander peoples are connected and empowered to thrive. It is underpinned by the following principles:

1. UnderstandingWe will continue to listen carefully and fully to the needs of Indigenous Australia.

2. Cultural strengthWe will continue to build on our excellence in workforce inclusion and diversity and be culturally responsive to the communities we serve.

3. Focus We will identify, build and align programs to complement our corporate strategy for business growth.

4. Growth We will achieve our vision for reconciliation by delivering programs that can achieve scale through impact and reach.

Telstra’s vision for reconciliation will be achieved by harnessing the strengths of the organisation to build digital futures with Aboriginal and Torres Strait Islander peoples, providing employment and opportunities to lift economic participation, and creating a culturally responsive and engaged organisation.


Telstra Reconciliation Action Plan 2018-21 2

Our focus areasThis 2018-2021 RAP focuses on three areas where we believe we can achieve the greatest outcomes. Our commitments are underpinned by Reconciliation Australia’s pillars - Relationships, Respect and Opportunities, and reflect our support of the UN Sustainable Development Goals.

Reconciliation Australia’s pillars

UN Sustainable Development Goals

Building Digital Futures

Addressing barriers to digital inclusion and fostering strong, inclusive communities that are empowered to thrive in a digital world

Opportunities

Lifting Economic Participation

Improving the economic participation of Indigenous Australians through greater involvement in Telstra’s business

Opportunities

Relationships

Cultural Responsiveness & Engagement

Ensuring our people have the skills to build strong relationships with Aboriginal and Torres Strait Islander customers, businesses and communities

Respect

Relationships


Message from Telstra CEO, Andrew Penn

Today Telstra enjoys many positive relationships with Indigenous organisations, whether it’s through our investment in remote community infrastructure and digital capability programs, our long-term support of the National Aboriginal and Torres Strait Islander Art Awards, or our co-creation of the Indigenous Digital Excellence Roadmap.

One important step along the path to reconciliation is for Telstra to recognise our history and past interaction with Indigenous Australia, both negative and positive, and being truthful about this as a basis to move forward.

Telstra in one form or another can in fact trace its technology origins back to the advent of the Overland Telegraph Line in the 1870s.

History tells us that the Overland Telegraph Line was singularly profound in building the prosperity of Australia.

It was a major engineering feat connecting Darwin with Port Augusta and allowed fast communication between Australia and the rest of the world.

We know that construction of the Overland Telegraph Line was not without incident and impact on Indigenous Australians. For some, the Overland Telegraph Line was the start of an irreversible disruption to the traditional way of life. For others, it brought violence and even death.

It is important to acknowledge this history.

Recognition of this history makes it all the more important for Telstra to do what it can to ensure that Indigenous Australians can access and enjoy the benefits of communications technologies.

We keep families connected, help share stories, deliver services, provide a means for education and healthcare, and facilitate commerce to all parts of Australia. We have a compelling responsibility and an important role to play as a facilitator for economic development and self-determination for Aboriginal and Torres Strait Islander peoples, no matter where they are across the nation.

With this RAP we therefore find ourselves somewhere along the path to reconciliation. Our history does not define who we are today, but it does call on us to be ever mindful that the social impacts of technology need to be managed so that everyone in our nation benefits. And that is what we intend to do through this RAP.

I look forward to reporting on the next stage of our reconciliation journey.

Andrew PennChief Executive Officer Telstra

It is often said that reconciliation is not an outcome but a journey. This very much reflects where Telstra finds itself with this, our fourth RAP.

Message from Telstra Indigenous Advisory Committee Chair, Lauren Ganley

This RAP sees Telstra lift its commitment to bridging the digital divide. This is combined with genuine commitments to employment and economic participation.

Significant gains have been made under Telstra’s past RAP in terms of expanding the mobile network to remote communities. These major initiatives address key barriers to digital inclusion and is fundamental to bridging the social and economic divide many regional and remote communities’ face.

Digital inclusion remains a key feature and a natural area of focus for Telstra.

The Telstra Indigenous Advisory Committee (IAC) is pleased to see the progress being made with on-the-ground initiatives in the Northern Territory through the inDigiMOB partnership, and in Queensland with the Deadly Digital Communities initiative.

A particular area the IAC sees as important is the level of customer service for remote Indigenous communities. This is a big issue and goes to the appropriateness of products, service and information for customers in these locations. This RAP sees a renewed effort in this area through improved information and a focus on financial awareness.

Having overseen earlier Telstra RAPs myself I understand the challenges that are faced in seeing these important initiatives delivered. Telstra has again set itself some significant goals in this RAP. I know Telstra is uniquely positioned to achieve such goals and their achievement will be welcomed across the country.

Lauren GanleyTelstra Indigenous Advisory Committee

Telstra continues to make a well-considered contribution towards reconciliation.


Message from Reconciliation Australia CEO, Karen Mundine

Reconciliation Australia congratulates Telstra on its past successes and ongoing commitment to advancing reconciliation as it adopts its fourth RAP – its second Elevate plan.

The RAP program inspires social change in workplaces across Australia, generating economic and behavioural transformation with far-reaching, positive impacts. By raising the bar of its RAP ambitions, Telstra continues to lead national reconciliation action in the telecommunications sector.

Telstra first began its reconciliation journey in 2010, when the RAP program was relatively new. During its time as a partner, the organisation has made great strides in advancing reconciliation, and held itself as an example of what RAPs can achieve.

Digital inclusion is such an important part of engaging and connecting in the 21st century. In this Elevate RAP, Telstra commits to empowering Aboriginal and Torres Strait Islander peoples and communities by breaking down digital barriers; ensuring First Nations peoples are not only included, but are able to thrive in a digitally-focused world. Expansion of Telstra’s mobile network to remote communities is one such initiative.

On behalf of Reconciliation Australia, I congratulate Telstra on adopting its second Elevate RAP, and look forward to following its future achievements.

Karen MundineChief Executive Officer Reconciliation Australia

Image on Right: Digital Mentor Karim pilots a drone at the recent inDigiMOB workshop in Mparntwe (Alice Springs) © First Nations Media


2014 2015 2016 2017 2018

Published Making the Connection: Essays on Indigenous Digital Excellence

Delivered Project 13, a $5.8 million co-investment project with the NT Government to deliver communications infrastructure to 13 Indigenous communities

Launched our first Elevate RAP

Announced a $30 million infrastructure co-investment agreement with the NT Government to increase connectivity to 16 Indigenous communities

IDX Flint established to spark the interest, ideas and talent of young Indigenous Australians in technology and digital making

Established inDigiMOB to deliver culturally responsive digital skills training in 13 remote communities in the NT in partnership with the Indigenous Remote Communications Association

Launched our first national employee engagement campaign, Common Ground

Launched a new Indigenous employee recruitment campaign - A Place to Belong

Published the Indigenous Digital Excellence (IDX) Roadmap: Building Indigenous Digital Excellence: Looking To 2030

Celebrated 25 years of supporting Indigenous artists through our sponsorship of the Telstra National Aboriginal and Torres Strait Islander Art Award (NATSIAA)

Launched Deadly Digital Communities to improve digital literacy in 26 remote communities in partnership with the State Library of Queensland

Established the Telstra Indigenous Advisory Committee and held first meeting

Hosted the inaugural Indigenous Digital Excellence Awards

Invested in the $28m Remote Telecommunications Co-Investment Program with the Northern Territory Government, targeting remote locations, including communities, transport corridors and tourist destinations.

Released research report in partnership with RMIT University–Cyber Safety in remote Aboriginal communities

Connected 11 Aboriginal Medical Services sites to the National Telehealth Connection Service with four additional sites in progress

Delivered 12 infrastructure projects across 10 islands in partnership with the Torres Strait Regional Authority

Our reconciliation journey

1998 2002 2005 2008 2010 2011 2012 2013

Telecom Australia, as we were known then, completed a 314km fibre optic cable across the Anangu Pitjantjara Yankunytjatjara lands

The Telstra Community Phone initiative was developed in conjunction with the Centre for Appropriate Technology

Established the Telstra Indigenous Directorate

Developed the Country Calling Card for use in conjunction with Community Phones

Developed our first Indigenous Action Plan

Delivered the Arnhem Land Fibre Project connecting nine Indigenous communities and Nhulunbuy to the nation’s fibre-optic backbone in partnership with the Northern Territory (NT) Government and Rio Tinto

Launched our inaugural RAP

Delivered the Groote Eylandt Fibre Project in partnership with IBM, BHP and GEMCO

Founding Member of Supply Nation

Launched our second RAP

One of the first large corporations to display Acknowledgement of Country signs in all retail stores

Joined the Recognise campaign to push for constitutional recognition of Aboriginal and Torres Strait Islander peoples

Established the Telstra Indigenous Employee Network

Launched the Indigenous Workforce Program, which now operates in more than 500 Telstra sites across Australia

Held our first Indigenous Digital Excellence Agenda Summit

Established the Indigenous Digital Excellence program, at the National Centre of Indigenous Excellence

Became a secondment partner with Jawun

Became a supporter of the Australian Human Rights Commission’s ‘Racism: It Stops with Me’ campaign

2014 2015 2016 2017 2018

Published Making the Connection: Essays on Indigenous Digital Excellence

Delivered Project 13, a $5.8 million co-investment project with the NT Government to deliver communications infrastructure to 13 Indigenous communities

Launched our first Elevate RAP

Announced a $30 million infrastructure co-investment agreement with the NT Government to increase connectivity to 16 Indigenous communities

IDX Flint established to spark the interest, ideas and talent of young Indigenous Australians in technology and digital making

Established inDigiMOB to deliver culturally responsive digital skills training in 13 remote communities in the NT in partnership with the Indigenous Remote Communications Association

Launched our first national employee engagement campaign, Common Ground

Launched a new Indigenous employee recruitment campaign - A Place to Belong

Published the Indigenous Digital Excellence (IDX) Roadmap: Building Indigenous Digital Excellence: Looking To 2030

Celebrated 25 years of supporting Indigenous artists through our sponsorship of the Telstra National Aboriginal and Torres Strait Islander Art Award (NATSIAA)

Launched Deadly Digital Communities to improve digital literacy in 26 remote communities in partnership with the State Library of Queensland

Established the Telstra Indigenous Advisory Committee and held first meeting

Hosted the inaugural Indigenous Digital Excellence Awards

Invested in the $28m Remote Telecommunications Co-Investment Program with the Northern Territory Government, targeting remote locations, including communities, transport corridors and tourist destinations.

Released research report in partnership with RMIT University–Cyber Safety in remote Aboriginal communities

Connected 11 Aboriginal Medical Services sites to the National Telehealth Connection Service with four additional sites in progress

Delivered 12 infrastructure projects across 10 islands in partnership with the Torres Strait Regional Authority

1998 2002 2005 2008 2010 2011 2012 2013

Telecom Australia, as we were known then, completed a 314km fibre optic cable across the Anangu Pitjantjara Yankunytjatjara lands

The Telstra Community Phone initiative was developed in conjunction with the Centre for Appropriate Technology

Established the Telstra Indigenous Directorate

Developed the Country Calling Card for use in conjunction with Community Phones

Developed our first Indigenous Action Plan

Delivered the Arnhem Land Fibre Project connecting nine Indigenous communities and Nhulunbuy to the nation’s fibre-optic backbone in partnership with the Northern Territory (NT) Government and Rio Tinto

Launched our inaugural RAP

Delivered the Groote Eylandt Fibre Project in partnership with IBM, BHP and GEMCO

Founding Member of Supply Nation

Launched our second RAP

One of the first large corporations to display Acknowledgement of Country signs in all retail stores

Joined the Recognise campaign to push for constitutional recognition of Aboriginal and Torres Strait Islander peoples

Established the Telstra Indigenous Employee Network

Launched the Indigenous Workforce Program, which now operates in more than 500 Telstra sites across Australia

Held our first Indigenous Digital Excellence Agenda Summit

Established the Indigenous Digital Excellence program, at the National Centre of Indigenous Excellence

Became a secondment partner with Jawun

Became a supporter of the Australian Human Rights Commission’s ‘Racism: It Stops with Me’ campaign


Lessons learntOur reconciliation journey to date has taught us the following lessons:

1. First, understandTo deliver effective actions that can support reconciliation or address an area of need requires a full understanding of the nature of the challenges facing Aboriginal and Torres Strait Islander peoples. We have learnt the value of direct engagement with Indigenous Australia and complementing this with research and analysis.

2. Tackle the challenge comprehensivelyWhen it comes to digital inclusion and to reconciliation generally, the challenges faced by Aboriginal and Torres Strait Islander peoples are layered and interconnected. When it comes to digital inclusion we have learnt to apply our efforts across the key components — accessibility, affordability and digital ability.

3. Find partnersTelstra does not have all the skills necessary to help address the opportunities we see in digital inclusion, employment and cultural engagement with Indigenous Australia. We have learnt to do this in partnership with various organisations where new perspectives and expertise are brought to the table to deliver a common vision and better outcomes.

4. Be true to your purposeWe can leverage the considerable resources and know-how within Telstra when we see a clear link to what we stand for as an organisation. Our purpose is to create a brilliant connected future for everyone. This is a clear responsibility and call to action for Telstra when it comes to Indigenous Australia.

5. ReviewDon’t assume it has worked, check that it has. Telstra has learnt to measure what gets done and to review outcomes with Aboriginal and Torres Strait Island communities and partners. These insights help us to improve future plans.



Connection & Capability

Employment Engagement Employment

30new interns through Career Trackers since 2015

45%increase in Aboriginal or Torres Strait Islander people employed or self-identifying since 2015

500 +facilities serviced by the Telstra Indigenous Workforce Program

IACTelstra’s Indigenous Advisory Committee established with Indigenous leaders and Telstra senior leaders

30Telstra senior leaders have attended the Garma cultural festival since 2015

6,300 +employees have undertaken Indigenous cultural awareness training since 2015

1,000 +employees have participated in Common Ground activities since 2015

2015-2018 RAP outcomes

Our previous RAP contained 27 commitments across three focus areas – Connection & Capability, Employment and Employee Engagement. Of these, 17 were achieved, four were partially achieved, and three are ongoing. Three commitments were not achieved.

A full breakdown of our achievements can be found at the end of this document.

In reviewing our progress we delivered our best results with our Connection & Capability commitments.

These typically saw us extend remote community access to digital networks and services either through new infrastructure or on the ground training and support.

We also achieved success when we worked in partnership with different organisations, adopted a flexible approach to the delivery of programs, and put as much decision making as possible back at the community level.

We learnt that when it comes to Indigenous employment, we are best to drive ownership and accountability by setting business unit level recruitment targets instead of organisational level targets. Our participation in the CareerTrackers program has been a success, changing the career trajectory of many young Indigenous people and providing a guided pathway to our graduate program.

14remote communities have received mobile and/or broadband connectivity in the NT since 2015

2,750 +Indigenous Australians have participated in our Digital Futures programs since 2015

$5.2mcumulative spend directed to fund Indigenous digital inclusion and excellence initiatives since 2015

50%annual growth rate on spend for goods and services supplied by Indigenous businesses since 2015

11Aboriginal Medical Services connected to the National Telehealth Connection Service since 2015


Reconciliation and our digital future

As part of Reconciliation Australia’s approach to the ongoing improvement of RAPs we have been asked a fundamental and important question: what does leadership in reconciliation look like for Telstra?

To us, leadership is about being true to purpose. As a large organisation we can do many things to help achieve reconciliation, but we are most effective when we leverage our strengths as a business, and help everyone to thrive in a digital world.

Digital inclusion is about using technology as a channel to improve skills, enhance quality of life, drive educational outcomes and promote economic wellbeing across all elements of society.

Digital inclusion is a means to social and economic inclusion. It is a pathway, perhaps even a pre-condition, to economic, individual, community and environmental prosperity for Aboriginal and Torres Strait Islander peoples.

1 ABS Household Use of Information Technology, Australia, 2016-17 http://www.abs.gov.au/ausstats/[email protected]/mf/8146.0?OpenDocument.

Digital inclusion has links to the five dimensions of reconciliation with a particular focus on the closing of the gap when it comes to access to digital services (equality and equity), and (unity) through a brilliant connected future for all.

When it comes to leadership in reconciliation and digital inclusion several questions arise: What is the nature of the digital inclusion challenge for Indigenous Australia? What does it mean for Telstra to lead in this area? What will leadership in digital inclusion do to ultimately address reconciliation?

Know the challenge

The barriers to digital inclusion are today reasonably well known and measured. Telstra partners with RMIT University, the Centre for Social Impact at Swinburne University, and Roy Morgan to produce the Australian Digital Inclusion Index annually.

The Index provides important insights on the barriers to digital inclusion across three areas – accessibility, affordability and digital ability – and is designed as a tool to help policy-makers, businesses and community organisations take action on digital exclusion.

Nationally, the 2018 Index shows that digital access has improved steadily over the past four years, from a high base. While there is always more work to be done, there has never been more investment in telecommunications in regional Australia.

However, the 2018 Index also shows Indigenous Australians sit well below the national average inclusion rating.

According to the Australian Bureau of Statistics, those living in remote communities, and/or experiencing financial disadvantage are also less likely to be connected1.

Like many areas of exclusion or disadvantage, the problem with access can usually be identified. Effectively addressing the issue is a much larger challenge - one that Telstra has been working on for the past 20 years.

“At Telstra, we believe that digital inclusion is inextricably linked to economic, community and individual prosperity, and that the benefits of the digital economy cannot be shared equally when Indigenous Australians are still facing real barriers to online participation.”Telstra submission to “Closing the Gap Refresh” review by the Department of Prime Minister and Cabinet, April 2018.


Leadership in digital inclusion

Our approach to Indigenous digital inclusion is to ensure we are involved in all parts of the challenge. Over the period covered by our last RAP and this RAP, Telstra will invest more than $40m to help break down the barriers to digital inclusion.

These barriers require programs across five core areas:

• Research to understand the problem

• Infrastructure to provide access to digital services

• Skills to make the best use of the infrastructure

• Services such as telehealth to maximise the benefits of the infrastructure

• Excellence programs to tap into the digital creativity of Indigenous Australians.

Leadership needs to be driven in two ways. Firstly, it needs to be led by Indigenous Australia, and secondly, it requires strong partnerships to be formed. All our programs involve partnerships, be it with Aboriginal and Torres Strait Islander peoples, governments, experts, or people who are on the ground.


Reconciliation and our digital future

At Telstra this includes:

Research – investing in the Australian Digital Inclusion Index to provide Telstra with a platform to track digital inclusion on a national scale and understand the dynamics for Aboriginal and Torres Strait Islander peoples.

Infrastructure – improving telecommunications infrastructure in remote locations to address digital exclusion. With the NT Government, Telstra will co-invest $28m over four years to improve telecommunications in remote locations, including communities, transport corridors and tourist destinations.

This is a key focus area of the NT Government’s recent Digital Territory Strategy and follows a similar and successful $30m co-investment from 2015-2018 to enhance services in 16 remote communities.

On the ground support – delivering culturally responsive digital skills training, locally relevant training resources, tools and content developed with and for Aboriginal and Torres Strait Islander communities.

This includes the inDigiMOB program delivered by First Nations Media Australia (formerly the Indigenous Remote Communications Association), which currently operates in 13 NT communities with plans to expand to a further four locations, and a partnership with the State Library of Queensland to build the digital skills and capability of Indigenous communities in 31 regional and remote locations through Deadly Digital Communities.

Leveraged technology – through our telehealth initiative we have connected 11 Aboriginal Medical Services with plans to connect a further four locations in the NT. This initiative will also be piloted in two new sites in Far North Queensland over the course of this RAP.

Excellence focus – tapping into the digital excellence that already exists in Indigenous Australia by building on our investment in Indigenous Digital Excellence with the National Centre of Indigenous Excellence.

Addressing key parts of the challenge


2018-2021 Reconciliation Action PlanHow our RAP was developed

This RAP has been developed with consideration to and input from:

• Successful initiatives and lessons from the 2015-2018 RAP

• Telstra’s strategic priorities as articulated in our Telstra 2022 (T22) Strategy

• Internal engagement by Government, Regional Affairs & Sustainability with Transformation & People, Enterprise, Consumer & Small Business, Telstra Health and other business units across Telstra

• Current Aboriginal and Torres Strait Islander communities expectations of Telstra

• A review of key Government policy areas

• A series of stakeholder interviews by Telstra with Indigenous organisations and leaders

• Consultation with our community program partners

• The Indigenous Digital Excellence (IDX) Roadmap developed by the Telstra Foundation and the National Centre of Indigenous Excellence

• Reconciliation Australia’s State of Reconciliation in Australia report.

Our RAP has been endorsed by our Indigenous Advisory Committee.

Telstra’s Indigenous Advisory Committee

Telstra’s Indigenous Advisory Committee comprises Indigenous leaders and senior Telstra Executives and has played a pivotal advisory role in setting the direction and ambitions detailed in this RAP.

In addition to its forward-looking role, the Committee is there to ensure our activities meet the needs of Aboriginal and Torres Strait Islander peoples, and that key issues facing Indigenous Australians are brought to Telstra’s attention.

The Committee meets twice a year to receive updates on Telstra’s progress with its Indigenous strategy and programs.

The Committee is chaired by Lauren Ganley, CEO Desert Knowledge Australia and comprises the following external members:

• Laura Berry, CEO Supply Nation

• Lester-Irabinna Rigney, Professor of Education, University of South Australia

• Terri Janke, Solicitor Director, Terri Janke & Co

• John Paterson, CEO Aboriginal Medical Service Association NT

• Lynda Edwards, Coordinator Financial Capability, Financial Counselling Australia

• Jason Mifsud, Director, Mifsud Consulting.


Digital Futures

Addressing barriers to digital inclusion and fostering strong, inclusive communities that are empowered to thrive in a digital world.Digital inclusion is inextricably linked to economic, community and individual prosperity. The benefits of the digital economy cannot be fully realised when there are barriers to online participation. Aboriginal and Torres Strait Islander peoples score well below the national average when it comes to measures of digital inclusion2, a problem that is more pronounced in remote areas.

Key actions

Commitment Action Target Responsible

2019 2020 2021

Infrastructure

Improve the digital, social and economic inclusion of remote Indigenous communities through co-investing with Governments to build or upgrade telecommunications infrastructure

Upgrade and enhance telecommunications infrastructure for the Gulkula site to support Garma and other key community events in East Arnhem Land

Fibre upgrade complete

Cell on Wheels (CoW) technology deployed

Cell on Wheels (CoW) technology deployed

Networks

Invest in the $28m Remote Telecommunications Co-Investment Program with the Northern Territory Government, targeting remote locations, including communities, transport corridors and tourist destinations

Feasibility studies on priority sites

Feasibility studies on remaining sites / commissioning of sites to expand network

Construction and commissioning of sites to expand network

Networks

Seek government co-investment to expand and upgrade fixed and mobile network infrastructure in the Torres Strait and Northern Queensland Indigenous communities

Explore opportunities, prioritising Hopevale and Torres Strait

Explore opportunities for additional Indigenous communities

Explore opportunities for additional Indigenous communities

Enterprise

2 Thomas, J, Barraket, J, Wilson, C, Ewing, S, MacDonald, T, Tucker, J & Rennie, E (2017) Measuring Australia’s Digital Divide: The Australian Digital Inclusion Index 2017, RMIT University, Melbourne, for Telstra.

Digital capability upskilling in 56 communities across the nation

Improved telecommunications infrastructure in remote areas

Increased consumer understanding and comprehension of Telstra products and services



2019 2020 2021

Community digital capability

Partner to deliver culturally relevant and place-based digital skills and capability programs to improve the digital inclusion of Indigenous Australians and foster Indigenous digital excellence

Deliver inDigiMOB in four new sites in the NT and continue to deliver the program in 13 NT communities in partnership with First Nations Media Australia

13 current sites and add two new sites

Add two new sites

Digital Inclusion

Deliver Deadly Digital Communities in 31 regional and remote Aboriginal and Torres Strait Islander communities in Queensland in partnership with the State Library of Queensland

26 communities Five communities

Produce and publish eight Disconnect podcasts - an audio documentary series addressing online safety and emerging technology in collaboration with Indigenous language and media organisations

Four podcasts developed and promoted

Two podcasts developed and promoted

Two podcasts developed and promoted

Deliver Storylines – an intergenerational program in partnership with the Burraga Foundation bringing together students and older community members to develop digital skills and reinforce identity via storytelling

Three locations in South Australia

Three new locations

Two new locations

Provide funding for Indigenous Digital Excellence, a partnership with the National Centre of Indigenous Excellence

Philanthropic grant

Telstra Foundation


2019 2020 2021

Customer experience

Improve the appropriateness of products and services for Indigenous customers to make it easier to do business with us and reduce the risk of financial hardship

Develop a culturally appropriate communication campaign to increase consumer understanding of Telstra products and services and enhance sales practices of Indigenous customer facing Telstra employees

Internal training and development

Produce and promote materials

Promote materials and review effectiveness

Indigenous Directorate

Retail & Regional

Provide targeted mobile and broadband offers to Indigenous micro-enterprises to support the Indigenous business sector in partnership with Many Rivers

Pilot offer Extend offer to 50 businesses

Extend offer to 50 businesses


Embed Indigenous Hotline traffic as business-as-usual activity into Global Contact Centre operations and increase awareness of the service through a campaign targeting relevant customers and stakeholders

Hotline consultants trained

Develop and launch campaign to promote service

Promote and review service

Global Contact Centre

Deliver the MoneyMob Talkabout Loans and Phones project in six Anangu Pitjantjatjara Yankunytjatjara communities to increase awareness and comprehension of telecommunication products and services to reduce financial hardship

Roll out to six communities


Digital Futures



2019 2020 2021

Telehealth

Build the capability of Indigenous health organisations to use telehealth technology to facilitate better health outcomes for Aboriginal and Torres Strait Islander peoples

Pilot Telehealth solutions in two remote communities in Far North Queensland to establish connectivity to the National Telehealth Connection Service (NTCS)

One pilot site connected

One pilot site connected

Review and evaluate pilot

Telstra Health

Enterprise

Leadership

Foster leadership for reconciliation, including a particular focus on promoting solutions to Indigenous digital exclusion

Influence government, business and community action on Indigenous digital inclusion through research and engagement

Annual research and stakeholder engagement



Digital Inclusion

Develop, publish and promote insights into good practice Indigenous digital capability development

Develop and publish

Promote Promote Indigenous Directorate

Support Reconciliation Australia to host a round table to discuss how corporate Australia can support the UNDRIP

Round table held Indigenous Directorate

Encourage and support corporate stakeholders to develop a RAP

Annual engagement

Annual engagement

Annual engagement


Support Reconciliation Australia by hosting a reconciliation learning circle

Host one learning circle




Provide sponsorship support to the Indigenous Forum at Broadband for the Bush

Sponsorship Sponsorship Sponsorship Indigenous Directorate


Economic Participation

Improving the economic participation of Indigenous Australians through greater involvement in Telstra’s businessAboriginal and Torres Strait Islander peoples, organisations and businesses make valuable contributions to Australia’s economy. Over the next decade, more than 73,000 additional working age Aboriginal and Torres Strait Islander people are expected to join the Australian economy3. Opportunities for economic participation through employment and in the supply of goods and services lifts living standards, supports families and promotes self-determination.

Key actions


2019 2020 2021

Traineeships and internships

Support education and career development for Aboriginal and Torres Strait Islander people through traineeships, internships and graduate opportunities with the support of our community partners

Provide sponsorship and paid work experience to CareerTrackers interns and Indigenous tertiary students

20 interns 20 interns 20 interns Diversity & Inclusion

Indigenous representation of 5% among the graduate intake by 2020

4% of graduate intake



Diversity & Inclusion

Sponsor the Northern Territory Board of Studies Remote Student Award recognising high achievement by an Indigenous student studying in a remote location


Direct employment

Increase the number of Indigenous employees at Telstra through a focus on recruitment processes

Accelerate Indigenous applicants through the recruitment process by progressing all shortlisted Indigenous candidates to an interview with the hiring manager (the Indigenous Interview Guarantee)

100% of shortlisted Indigenous applicants offered interviews




For people who self-identify as Aboriginal or Torres Strait Islander to comprise 1% of Telstra’s Australian workforce within three years

0.8% of total Telstra Australian workforce




3 Department of Prime Minister and Cabinet (2018): The Indigenous Business Sector Strategy: Supercharging Indigenous Business Start-Up and Growth 2017–2027

Recruit more Indigenous graduates and employees to achieve one per cent representation of Aboriginal and Torres Strait Islander people in our workforce

Showcase the best in Indigenous art through sponsorship of the National Aboriginal & Torres Strait Islander Art Awards

$3m minimum annual spend with Indigenous suppliers


2019 2020 2021

Partner with Indigenous-owned and other employment agencies to source Aboriginal and Torres Strait Islander applicants for roles at Telstra





Develop and implement an Aboriginal and Torres Strait Islander employment and retention strategy

Develop framework

Promote & implement

Promote & implement


Indigenous Workforce Program (IWP)

Provide employment opportunities for Aboriginal and Torres Strait Islander people in regional and remote communities

Support the Indigenous Workforce Program to deliver regular upkeep of more than 500 remote Telstra sites

500 remote sites

500 remote sites

500 remote sites

Facilities Operations

Supplier diversity

Increase our annual spend with Supply Nation certified or registered Indigenous Suppliers

Continually increase our annual spend with Indigenous businesses

$3 million $4 million $5 million Procurement

Recognising excellence

Contribute to improved economic outcomes through recognising and promoting Indigenous achievements

Sponsor Supply Nation Certified Supplier of the Year Award each year to recognise the achievements of the Indigenous business sector


Deliver the National Aboriginal & Torres Strait Islander Art Awards in partnership with the Museum and Art Gallery of the Northern Territory to recognise Indigenous artists

Event and prizes delivered



Marketing & Brand

Sponsor the annual NAIDOC Awards to recognise the outstanding contributions made by Indigenous Australians


Sponsor the biennial NT Indigenous Economic Development Forum to foster collaboration between Indigenous entrepreneurs and the private sector, government and non-government organisations

Sponsorship Sponsorship Indigenous Directorate

Host Indigenous businesses at the Telstra Business Awards and Telstra Women’s Business Awards to encourage nominations

Host two events Host two events Host two events Indigenous Directorate



Ensuring our people have the skills and knowledge to build strong relationships with Aboriginal and Torres Strait Islander customers, businesses and communities.Engaging with Indigenous Australia creates cultural depth and meaning in Telstra, ensures a welcoming workplace for Indigenous employees and results in a better experience for our Indigenous customers. It is essential that all Australians understand and value Aboriginal and Torres Strait Islander cultures, rights and experiences and, with our history and capabilities, Telstra has a role to play. Respect and trust is fundamental to a reconciled Australia4.

Key actions


2019 2020 2021

Cultural capability

Improve the cultural capability of our people to build stronger, two-way relationships with Aboriginal and Torres Strait Islander people, customers, businesses and communities

Deliver a new e-learning cultural capability and business value training program for employees

Develop module Completed by 35% of employees

Completed by 70% of employees


Develop a Telstra cultural capability framework, including guidelines for effective engagement and cultural protocols

Develop framework

Promote & Implement

Promote & Implement


Deliver tailored face-to-face cultural capability programs for employees with Indigenous customer or Indigenous business facing roles

Deliver two programs



Retail & Regional


Refresh website content to engage employees and the public on RAP progress

Annual refresh Annual refresh Annual refresh Indigenous Directorate

4 Reconciliation Australia (2016) The State of Reconciliation in Australia

Develop new e-learning cultural capability program supported by tailored face-to-face competency training

Drive an uplift in Indigenous engagement activities across Telstra

Enhance governance and reporting



2019 2020 2021

Engagement

Provide opportunities for Telstra employees to directly engage with Indigenous people, organisations and communities and support learning about Indigenous culture, history and rights

Refresh Acknowledgement of Country signs in all Telstra stores, to reflect the artwork of our new RAP

Commence refresh

Complete refresh


Host an event at seven office locations to celebrate National Reconciliation Week (NRW) each year

Host events Host events Host events

Register all NRW events via Reconciliation Australia’s NRW website

Register events Register events Register events

Encourage staff and senior leaders to participate in external events to recognise and celebrate NRW

Promote external opportunities



Develop a NRW celebration package for Telstra stores to raise awareness of the importance of reconciliation to staff and customers

Develop package

Implement Implement

Anti-discrimination

Promote positive race relations through anti-discrimination strategies

Review HR policies and procedures concerned with anti-discrimination as required

Ongoing Ongoing Ongoing Diversity & Inclusion



2019 2020 2021

Advice & governance

Promote business ownership and effective management of our RAP commitments and ensure governance structures and measures are implemented

Facilitate two meetings each year of Telstra’s Indigenous Advisory Committee, comprising external Indigenous leaders and internal representatives, to provide guidance on our strategy, priorities and programs

Two meetings Two meetings Two meetings Indigenous Directorate

Provide a full progress report to Reconciliation Australia at the conclusion of the RAP

Complete by December 2021

Ensure selected RAP indicators are annually reported to our external stakeholders

Included in Sustainability Report



Ensure independent pre-assurance and assurance of selected RAP indicators and ensure robust monitoring and reporting

Assurance Assurance

Report annual progress to Reconciliation Australia by completing the RAP Impact Measurement Questionnaire

Complete by 30 September



Participate in the biennial Workplace Reconciliation Barometer and encourage staff to participate in the Workplace Reconciliation Barometer

5% completion rate

Review, refresh and update the Telstra RAP based on learnings, challenges and achievements in consultation with Reconciliation Australia

Start review September 2020

Launch December 2021



Governance We have a formalised governance structure to ensure effective delivery of our RAP commitments comprising:

• Telstra’s Indigenous Directorate – who in consultation with internal and external stakeholders – coordinates, develops and champions Telstra’s Indigenous strategy and RAP. The Directorate also acts as the secretariat to Telstra’s Indigenous Advisory Committee and reports publicly on the outcomes under the RAP

• Telstra’s operational teams and business functions are responsible for implementing specific components of the RAP

• The Telstra Indigenous Advisory Committee provides advice and input into our activities and plans where they impact Indigenous Australians

• Auditors conduct independent pre-assurance of selected non-financial indicators in the Telstra RAP and provides performance updates to Telstra management.


Stories from our 2015-2018 RAP

Roadmap for Indigenous Digital Excellence

The Indigenous Digital Excellence Roadmap brings together the wisdom and data from three years of consultation, experimentation and learning from Aboriginal and Torres Strait Islander digital makers, organisations and communities, providing Australia’s first strategy for driving Indigenous digital excellence.

The Roadmap is an initiative of the National Centre of Indigenous Excellence in partnership with the Telstra Foundation. The Roadmap seeks to amplify what works to cultivate, grow, support and nurture Indigenous digital excellence, and create new opportunities. With a 2030 horizon the Roadmap focuses on technology that is important to Australia’s First Peoples, how it will be applied and to what issues.

To find out more, visit ouridxfuture.net.au

IDX Flint lights a spark and creates a movement

Telstra’s Indigenous Digital Excellence (IDX) partnership with the National Centre of Indigenous Excellence was launched in 2013. A key initiative of the partnership is IDX Flint, a unique train-the-trainer technology education program for young Indigenous people living in remote and regional communities.

IDX Flint provides $25,000 worth of in-kind support for regional and remote communities via workshops for Indigenous youth, digital skills development for local facilitators, and technology kits and educational resources that remain with the community following each workshop. Robotics, 3D printing, coding and drone education experiences have been co-designed with local communities to strengthen cultural as well as technical knowledge.

Remote employment opportunities at Telstra sites

Telstra’s Indigenous Workforce Program (IWP) has operated since 2013 and engages Indigenous people and businesses across the Northern Territory, Far North Queensland and Northern Western Australia to undertake grounds maintenance at regional and remote network sites, including radio towers, mobile base stations and exchanges.

The IWP’s grassroots approach has seen Aboriginal and Torres Strait Islander businesses develop and provide ongoing employment opportunities for Indigenous peoples in regional and remote areas. Currently more than 500 Telstra sites are managed by the IWP.

Training programs have been tailored to meet the needs of each site and to the skill levels of those being trained. Support and mentoring services are also provided as businesses are established.

IDX Flint facilitator training in full flight

inDigiMOB Digital Mentor, Vanessa, and Digital Access Worker, Meret, working on an instructional video for the creation of a learning resource for the inDigiMOB app © First Nations Media

http://www.ouridxfuture.net.au/


On the ground support through inDigiMOB

In 2016 Telstra partnered with the Indigenous Remote Communications Association to launch inDigiMOB, a program to address barriers relating to the take up and use of digital technology in remote communities in the NT.

inDigiMOB is a culturally informed model for the transfer of digital skills and cyber-safety awareness.

It provides basic technical support, assists users to access online services and mobile apps, provides advice on managing data, and helps to develop locally relevant training resources, tools and content for communities.

The program builds confidence in how to access the internet and use smart phones, as well as providing opportunities for people to create short films and animations, make music or record family history. inDigiMOB currently operates in 13 locations with attendance in the program exceeding 4,700 to date.

To find our more visit indigimob.com.au

inDigiMOB Digital Mentors from various remote NT communities attend a training workshop in Darwin © First Nations Media

inDigiMOB Digital Mentor, Pamela, steps some interested participants through a digital activity at Larapinta Valley Community Centre

http://indigimob.com.au/


Engaging with Indigenous customers

It takes a lot to service customers in Central Australia, a 3,000 sq. km area that stretches from the Spencer Gulf in South Australia to the Tanami desert to Warburton in Western Australia and Innamincka near the Queensland border.

A team of 17 Telstra technicians maintain fixed -line services, customer radio sites, mobile towers, transmission networks and the Adelaide to Darwin fibre route. A 1,200km drive on a dusty, corrugated track to a community of 30 people to connect a single phone is not unusual.

The area includes around 15 different Indigenous groups, each with a unique language and culture. Understanding – or having an awareness of – these different cultures is imperative, for example not to enter communities during times of sacred ceremonies and spiritual gatherings.

Long term commitment to Indigenous art

Telstra has a 27 year connection with the National Aboriginal and Torres Strait Islander Art Awards (NATSIAA). Each year the Awards have grown in status and significance, providing a showcase for the unique stories, outstanding creativity and diverse talents of Australia’s finest Indigenous artists.

Indigenous art is a powerful expression of Aboriginal and Torres Strait Islander culture. In 2017 the awards welcomed a new generation of artists with the creation of two new categories – the Telstra Multimedia Award and the Telstra Emerging Artist Award.

These were among the 308 entries in the awards in 2018 from established and emerging Indigenous artists across the country. All of the works capture a unique side of Indigenous culture and contribute to a deeper view of Aboriginal and Torres Strait Islander life, stories and heart.

Practical steps to address digital inclusion across Queensland

Deadly Digital Communities provides community-based digital literacy and technology in remote and regional Aboriginal and Torres Strait Islander communities across Queensland. The program commenced on Mabuiag Island in August 2017.

Participants learn digital skills ranging from sending an email to using social media to paying bills online, to promoting a new business idea and more.

Deadly Digital Communities is helping Aboriginal and Torres Strait Islander peoples to build and enhance their digital literacy skills and enable communities to interact in the digital world irrespective of where they live. In partnership with the State Library of Queensland, the program will reach 26 remote and regional communities over two years.

Stories from our 2015-2018 RAP

NATSIAA Opening Ceremony 2017

Deadly Digital Communities Hope Vale


Many career pathways at Telstra

Kirstin Shaw is part of Telstra’s graduate program and has one piece of advice for young Indigenous graduates: keep your options open and don’t shoehorn yourself in to what you think your future career should be because everything is always changing.

Kirstin was working in a Telstra store in Brisbane and was completing an internship at a consulting firm. Sensing a need for change Kristin got in touch with CareerTrackers who helped her secure a four week internship with Telstra’s Enterprise team.

There was no turning back. Kirstin’s role in the graduate program required a shift to Melbourne and Career Trackers stepped in to help with accommodation. Since then Kirstin has worked in sales, customer experience and debt reduction programs, and is currently working in a project associated with the National Broadband Network.

“ Telstra is very open to your personal development. If you’re curious to learn something that’s relevant to your role or you want to up-skill in something else, there are resources available to you.

You never really know what you like until you try it and I’m very glad I gave Telstra a try.”

Kirstin Shaw


Summary of outcomes from our 2015-2018 RAP

Our 2015 – 2018 RAP contained 27 commitments across three core areas – Connection & Capability, Employment and Employee Engagement. Of these, 17 were achieved, four were partially achieved, and three are ongoing. Three commitments were not achieved.

Connection & Capability

Achieved Partially Achieved Ongoing Not Achieved

Action Status

Employ dedicated people to negotiate and consult directly with Traditional Owners and Custodians for access to Traditional Lands for the installation, operation and maintenance of Telstra’s network in the Northern Territory

In partnership with the Northern Territory Government, expand the network of mobile and broadband infrastructure in the Northern Territory to deliver mobile services to remote communities

Establish a Digital Mentors program to deliver on the ground training and support to boost digital literacy, cyber safety and technical support in Aboriginal and Torres Strait Islander communities

Complete a research program to understand the nature of cyber bullying in an Aboriginal and Torres Strait Islander context and identify and promote effective prevention strategies

Extend Telstra Health’s strategy to establish greater access to telehealth services for health providers and patients in remote locations

In partnership with the National Centre of Indigenous Excellence expand IDX (Indigenous Digital Excellence) to inspire, support and connect the next generation of Indigenous digital makers

Expand our supplier diversity program and organisation wide procurement policies and procedures

Implement a digital literacy and Wi-Fi community development program in the township of Onslow with a focus on Aboriginal participation

Increase use of the hotline for Aboriginal and Torres Strait Islander customers in remote Australia to provide advice and information about Telstra products and services

Support and promote Aboriginal and Torres Strait Islander art through the National Aboriginal and Torres Strait Islander Art Award (NATSIAA)

Employment


Action Status

Double the number of Aboriginal and Torres Strait Islander employees at Telstra from the current base of 161 employees

Increase mentoring and engagement programs to support retention and career development

Expand the Northern Territory and Torres Strait pilots of Telstra’s Indigenous Workforce Program for the maintenance of Telstra facilities

Support an annual Indigenous MBA scholarship position

Employee Engagement


Action Status

Use protocols for Acknowledgement of Country and Welcome to Country ceremonies

Double the number of in-depth opportunities (170) for employees to experience Aboriginal and Torres Strait Islander culture and life

Celebrate National Reconciliation Week (NRW) and provide events to build internal employee awareness and relationships with Aboriginal and Torres Strait Islander peoples

Celebrate NAIDOC Week and provide opportunities for Aboriginal and Torres Strait Islander employees to engage with culture and community during NAIDOC Week

Build employee awareness and expand Telstra’s public support of the RECOGNISE campaign

Deliver online cultural appreciation training to employees

Develop and implement a cultural appreciation training strategy for employees which defines the continuous cultural learning needs of employees in all areas of the business


Leadership, governance and reporting


Action Status

Establish an Indigenous Steering Group to actively monitor and progress actions under this RAP

Establish an Indigenous Advisory Group comprising external and internal Indigenous representatives and Telstra executives to provide cultural guidance and advice on Telstra Indigenous strategy, programs and priorities

Facilitate the National Indigenous Corporate Network to share experience with delivering RAP and other activities with Aboriginal & Torres Strait Islander peoples

Report RAP achievements, challenges and learnings to Reconciliation Australia for inclusion in the RAP Impact Measurement report

Report RAP achievements, challenges and learnings internally and externally

Review, refresh and update the Telstra RAP

Summary of outcomes from our 2015-2018 RAP


The Telstra Reconciliation Action Plan artwork represents connection

Each circle on the perimeter represents different Country, connected by the three pillars of Telstra’s inaugural 2010 Reconciliation Action Plan – Our Customers, Our Communities, Our People. These pillars merge at the centre point of the artwork, the place of ceremony.

Three coolamon lie side by side. These are wooden vessels carrying artefacts of the celebration: seeds and yams, ochre and paint, or even a new born baby. These three pieces represent the core values of the Reconciliation Action Plan – Opportunities, Relationships and Respect.

At the centre of the piece, a man hurls a bull roarer - a traditional device used to hail people far and wide to join the celebration. Telstra’s Reconciliation Action Plan is like that bull roarer; it calls for connection, it calls for celebration, and it calls for action.

This original artwork was produced for Telstra by Gilimbaa. Gilimbaa is an Indigenous creative agency accredited by Supply Nation.

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