Telstra WBI Fibre Order & Service Delivery Process

Overview

Delivery of a Telstra Fibre order is subject to various Telstra, Government, and Building approvals, and depends on multiple external factors such as site access, construction requirements, and local council or landlord permissions.
Because of this, delivery timelines can vary and may extend depending on the complexity of the site.

1. Service Qualification (SQ) / Quote Phase

Before placing an order, a Service Qualification (SQ) check (also referred to as a Quote) is performed to assess the site’s connectivity feasibility.

• SQ results can be Green, Amber, or Red:

  • Green: Site appears serviceable and less likely to incur additional establishment costs.

  • Amber or Red: Site will likely incur additional build or establishment costs.

• These SQ outcomes are automated estimates only. The final assessment and costs are confirmed after the Site Assessment and Service Design phases.

• Once detailed design is completed, Telstra advises any excess construction (WCC) or establishment costs, and Partner/Customer approval is required to proceed.

• Customers can choose to:

  • Pay the identified costs upfront, or

  • Request to split them into installments (with tax) — this discussion should be handled by the Account Manager.

• If a customer wishes to get the detailed cost breakdown before order submission, Telstra charges $1,500 upfront to perform the design analysis.

  • If the customer proceeds to place the order, this $1,500 is refunded after service activation.

Once the customer accepts the quote and approves any preliminary charges, the order is submitted to Telstra.

2. Order Stages

A. Site Readiness

• After order submission, Telstra sends an Order Validation Form (OVF), also known as CTOW, directly to the designated Point of Contact (POC) — this could be the Partner or the End Customer.

• The POC must:

  • Complete the form accurately with required details.

  • Provide a pinned map location or marked site map image.

  • Respond within 3 business days.

• Missing or incorrect details (such as mismatched addresses between the quote/order and the OVF) will lead to order rejection.
  It’s strongly recommended to verify the address details before quoting to avoid delays.

After successful validation, the order moves to Order Accepted stage.

B. Order Acceptance

• Telstra’s readiness team confirms all information and marks the order as accepted.

• The order is now officially lodged in Telstra’s delivery system and proceeds to the build stages.

C. Site Assessment

• Telstra engages field resources (Telstra techs or external contractors) to assess the physical site and infrastructure.

• The assigned POC is contacted via phone first, and if unsuccessful, via email.

• If the POC remains unresponsive, the order is moved to a Held state until contact is re-established.

• To avoid delays:

  • Ensure the POC is aware of their role and communication requirements.

  • Always include an alternate POC in the OVF submission in case the primary contact is unavailable.

D. Service Design

• Based on field data, Telstra’s design team finalizes the network and construction plan.

• During this phase:

  • Any excess build or WCC costs are calculated and shared for approval.

  • A delivery timeline or target completion date is defined by Telstra once the design is finalized.

E. External Construction

• Telstra or its contractors perform any required external civil works — e.g. trenching, pit work, conduit or fibre runs.

• Once completed, the order proceeds to internal installation.

F. Service Installation

• Internal site work is completed — including fibre termination, rack patching, and CPE handover points (where applicable).

• This step readies the site for activation testing.

G. Service Activation

• Telstra performs end-to-end testing and activates the service.

• Upon successful activation, Telstra issues a Service Activation Advice to CommsChannel.

• CommsChannel forwards this advice to the Partner, who must:

  • Confirm activation with the end user.

  • Test connectivity using the configuration details provided in the activation advice.

• Billing starts from the activation date.

3. Split of Responsibilities