Telstra Reconciliation Action Plan December 2018 - December 2021 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.

About Telstra Feedback

Telstra is Australia’s leading As at 30 June 2018 Telstra We welcome feedback on telecommunications and had more than 32,000 our RAP. Please email us at technology company, offering staff in 20 countries, with [email protected] a full range of communications around 28,000 staff based services and competing in all in Australia. 233 identify as Our suppliers telecommunications markets. Aboriginal and Torres Strait In Australia we provide over Islander. Our people are the We are proud to have 17.7 million domestic retail face of our business and we partnered with an Indigenous mobile services, 4.9 million are committed to ensuring owned business, certified by retail fixed voice services our workforce reflects the Supply Nation, to design and and 3.6 million retail fixed diversity of our customers print this document. broadband services. We have and communities. over 350 Telstra stores and 70 Telstra Business Centres. Terms used

We are committed to creating Throughout this Reconciliation an inclusive culture that Action Plan (RAP), the acknowledges and embraces terms Aboriginal and Torres Aboriginal and Torres Strait difference. This brings new Strait Islander peoples and Islander peoples should be thinking and ideas – benefits Indigenous Australians are aware that this publication that enhance the experiences used interchangeably to may contain images or of our employees and, in turn, reference the First Nation names of people who our ability to engage with peoples of Australia. Within have passed away. all customers right across our business we use the term Australia. Indigenous, but we recognise All information stated in this the limitations of the term. document is correct at time of When we work with a specific printing – December 2018. region, we seek guidance from local Traditional Owner groups and respect appropriate language protocols. 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 Our vision for reconciliation Our 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. Understanding We will continue to listen carefully and fully to the needs of Indigenous Australia. 2. Cultural strength We 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.

1 Telstra Reconciliation Action Plan 2018-21 Our focus areas

This 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 UN Sustainable Australia’s pillars Development Goals

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

Lifting Economic Improving the economic Opportunities Participation participation of Indigenous Australians through greater involvement in Telstra’s business

Relationships

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

Relationships

Telstra Reconciliation Action Plan 2018-21 2 Message from Telstra CEO, Andrew Penn

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.

Today Telstra enjoys many History tells us that the We keep families connected, positive relationships with Overland Telegraph Line was help share stories, deliver Indigenous organisations, singularly profound in building services, provide a means whether it’s through our the prosperity of Australia. for education and healthcare, investment in remote and facilitate commerce to community infrastructure It was a major engineering all parts of Australia. We have and digital capability feat connecting Darwin with a compelling responsibility programs, our long-term Port Augusta and allowed and an important role to play support of the National fast communication between as a facilitator for economic Aboriginal and Torres Strait Australia and the rest of development and self- Islander Art Awards, or our the world. determination for Aboriginal co-creation of the Indigenous and Torres Strait Islander We know that construction Digital Excellence Roadmap. peoples, no matter where of the Overland Telegraph they are across the nation. One important step along Line was not without incident the path to reconciliation is and impact on Indigenous With this RAP we therefore for Telstra to recognise our Australians. For some, the find ourselves somewhere history and past interaction Overland Telegraph Line was along the path to reconciliation. with Indigenous Australia, the start of an irreversible Our history does not define both negative and positive, disruption to the traditional who we are today, but it does and being truthful about this way of life. For others, call on us to be ever mindful as a basis to move forward. it brought violence and that the social impacts of even death. technology need to be managed Telstra in one form or another so that everyone in our nation It is important to acknowledge can in fact trace its technology benefits. And that is what we this history. origins back to the advent of intend to do through this RAP. the Overland Telegraph Line Recognition of this history in the 1870s. I look forward to reporting makes it all the more on the next stage of our important for Telstra to reconciliation journey. do what it can to ensure that Indigenous Australians Andrew Penn can access and enjoy the Chief Executive Officer benefits of communications Telstra technologies.

3 Telstra Reconciliation Action Plan 2018-21 Message from Telstra Indigenous Advisory Committee Chair, Lauren Ganley

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

This RAP sees Telstra lift The Telstra Indigenous Having overseen earlier Telstra its commitment to bridging Advisory Committee (IAC) RAPs myself I understand the digital divide. This is is pleased to see the progress the challenges that are faced combined with genuine being made with on-the- in seeing these important commitments to employment ground initiatives in the initiatives delivered. Telstra and economic participation. Northern Territory through has again set itself some the inDigiMOB partnership, significant goals in this RAP. Significant gains have been and in Queensland with the I know Telstra is uniquely made under Telstra’s past Deadly Digital Communities positioned to achieve such RAP in terms of expanding initiative. goals and their achievement the mobile network to remote will be welcomed across the communities. These major A particular area the IAC sees country. initiatives address key barriers as important is the level of to digital inclusion and is customer service for remote Lauren Ganley fundamental to bridging the Indigenous communities. This Telstra Indigenous social and economic divide is a big issue and goes to the Advisory Committee many regional and remote appropriateness of products, communities’ face. service and information for customers in these locations. Digital inclusion remains a key This RAP sees a renewed effort feature and a natural area of in this area through improved focus for Telstra. information and a focus on financial awareness. 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 Digital inclusion is such an social change in workplaces important part of engaging and across Australia, generating connecting in the 21st century. economic and behavioural In this Elevate RAP, Telstra transformation with far- commits to empowering reaching, positive impacts. Aboriginal and Torres By raising the bar of its Strait Islander peoples and RAP ambitions, Telstra communities by breaking down continues to lead national digital barriers; ensuring First reconciliation action in the Nations peoples are not only telecommunications sector. included, but are able to thrive in a digitally-focused world. Telstra first began its Expansion of Telstra’s mobile reconciliation journey in 2010, network to remote communities when the RAP program was is one such initiative. relatively new. During its time as a partner, the organisation On behalf of Reconciliation has made great strides in Australia, I congratulate advancing reconciliation, and Telstra on adopting its held itself as an example of second Elevate RAP, and look what RAPs can achieve. forward to following its future achievements.

Karen Mundine Chief 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

5 Telstra Reconciliation Action Plan 2018-21 Telstra Reconciliation Action Plan 2018-21 6 Our reconciliation journey

1998 2002 2005 2008 2010 2011 2012 2013

Telecom Australia, as we The Telstra Community Phone Established the Telstra Developed our first Launched our Launched our One of the first large Launched the Indigenous were known then, completed initiative was developed in Indigenous Directorate Indigenous Action Plan inaugural RAP second RAP corporations to display Workforce Program, which a 314km fibre optic cable conjunction with the Centre Acknowledgement of now operates in more than 500 across the Anangu Pitjantjara for Appropriate Technology Developed the Country Delivered the Arnhem Land Delivered the Groote Country signs in all Telstra sites across Australia Yankunytjatjara lands Calling Card for use in Fibre Project connecting Eylandt Fibre Project retail stores conjunction with nine Indigenous communities in partnership with Held our first Indigenous Digital Community Phones and Nhulunbuy to the nation’s IBM, BHP and GEMCO Joined the Recognise Excellence Agenda Summit fibre-optic backbone campaign to push for in partnership with the Founding Member constitutional recognition Established the Indigenous Northern Territory (NT) of Supply Nation of Aboriginal and Torres Digital Excellence program, Government and Rio Tinto Strait Islander peoples at the National Centre of Indigenous Excellence Established the Telstra Indigenous Became a secondment Employee Network 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 Launched our first Established inDigiMOB Launched Deadly Invested in the $28m Remote Connection: Essays on Elevate RAP to deliver culturally Digital Communities Telecommunications Indigenous Digital Excellence responsive digital skills to improve digital literacy Co-Investment Program with the Announced a $30 million training in 13 remote in 26 remote communities Northern Territory Government, Delivered Project 13, a $5.8 infrastructure co-investment communities in the in partnership with the targeting remote locations, million co-investment project agreement with the NT NT in partnership with State Library of Queensland including communities, transport with the NT Government Government to increase the Indigenous Remote corridors and tourist destinations. to deliver communications connectivity to 16 Indigenous Communications Established the Telstra infrastructure to 13 communities Association Indigenous Advisory Released research report Indigenous communities Committee and held in partnership with RMIT IDX Flint established Launched our first first meeting University–Cyber Safety in to spark the interest, national employee remote Aboriginal communities ideas and talent of young engagement campaign, Hosted the inaugural Indigenous Australians Common Ground Indigenous Digital Connected 11 Aboriginal Medical in technology and Excellence Awards Services sites to the National digital making Launched a new Telehealth Connection Service with Indigenous employee four additional sites in progress recruitment campaign - A Place to Belong Delivered 12 infrastructure projects across 10 islands Published the Indigenous in partnership with the Digital Excellence (IDX) Torres Strait Regional Authority 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)

7 Telstra Reconciliation Action Plan 2018-21 1998 2002 2005 2008 2010 2011 2012 2013

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

2014 2015 2016 2017 2018

Celebrated 25 years of supporting Indigenous artists through our sponsorship of the Telstra National Aboriginal and Torres Strait Islander Art Award (NATSIAA) Lessons learnt Our reconciliation journey to date has taught us the following lessons:

1. First, understand To 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 comprehensively When 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 partners Telstra 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 purpose We 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. Review Don’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.

9 Telstra Reconciliation Action Plan 2018-21 2015-2018 RAP outcomes

Our previous RAP contained These typically saw us We learnt that when it comes 27 commitments across three extend remote community to Indigenous employment, focus areas – Connection access to digital networks we are best to drive ownership & Capability, Employment and services either through and accountability by and Employee Engagement. new infrastructure or on the setting business unit level Of these, 17 were achieved, ground training and support. recruitment targets instead four were partially achieved, of organisational level targets. and three are ongoing. We also achieved success Our participation in the Three commitments were when we worked in partnership CareerTrackers program not achieved. with different organisations, has been a success, changing adopted a flexible approach the career trajectory of many A full breakdown of our to the delivery of programs, young Indigenous people and achievements can be found and put as much decision providing a guided pathway at the end of this document. making as possible back to our graduate program. at the community level. In reviewing our progress we delivered our best results with our Connection & Capability commitments.

Connection Employment Employment & Capability Engagement

14 IAC 30 remote communities have Telstra’s Indigenous Advisory new interns through Career received mobile and/or Committee established with Trackers since 2015 broadband connectivity Indigenous leaders and Telstra in the NT since 2015 senior leaders 45% increase in Aboriginal 2,750 + 30 or Torres Strait Islander Indigenous Australians have Telstra senior leaders have people employed or self- participated in our Digital attended the Garma cultural identifying since 2015 Futures programs since 2015 festival since 2015 500 + $5.2m 6,300 + facilities serviced by cumulative spend directed employees have undertaken the Telstra Indigenous to fund Indigenous digital Indigenous cultural awareness Workforce Program inclusion and excellence training since 2015 initiatives since 2015 1,000 + 50% employees have participated annual growth rate on spend in Common Ground activities for goods and services since 2015 supplied by Indigenous businesses since 2015

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

Telstra Reconciliation Action Plan 2018-21 10 Reconciliation and our digital future

“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.

As part of Reconciliation Digital inclusion has links to the Nationally, the 2018 Index Australia’s approach to the five dimensions of reconciliation shows that digital access ongoing improvement of with a particular focus on the has improved steadily over RAPs we have been asked a closing of the gap when it comes the past four years, from fundamental and important to access to digital services a high base. While there question: what does leadership (equality and equity), and (unity) is always more work to in reconciliation look like for through a brilliant connected be done, there has never Telstra? future for all. been more investment in telecommunications To us, leadership is about When it comes to leadership in regional Australia. being true to purpose. As a in reconciliation and digital large organisation we can do inclusion several questions However, the 2018 Index also many things to help achieve arise: What is the nature of the shows Indigenous Australians reconciliation, but we are most digital inclusion challenge for sit well below the national effective when we leverage our Indigenous Australia? What average inclusion rating. strengths as a business, and does it mean for Telstra to help everyone to thrive in a lead in this area? What will According to the Australian digital world. leadership in digital inclusion Bureau of Statistics, those do to ultimately address living in remote communities, Digital inclusion is about reconciliation? and/or experiencing financial using technology as a channel disadvantage are also less to improve skills, enhance Know the challenge likely to be connected1. quality of life, drive educational outcomes and promote The barriers to digital inclusion Like many areas of exclusion economic wellbeing across are today reasonably well or disadvantage, the problem all elements of society. known and measured. Telstra with access can usually partners with RMIT University, be identified. Effectively Digital inclusion is a means to the Centre for Social Impact addressing the issue is a social and economic inclusion. at Swinburne University, and much larger challenge - one It is a pathway, perhaps even Roy Morgan to produce the that Telstra has been working a pre-condition, to economic, Australian Digital Inclusion on for the past 20 years. individual, community and Index annually. environmental prosperity for Aboriginal and Torres Strait The Index provides important Islander peoples. 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.

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

11 Telstra Reconciliation Action Plan 2018-21 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.

Telstra Reconciliation Action Plan 2018-21 12 Reconciliation and our digital future

Addressing key parts of the challenge

At Telstra this includes: On the ground support – Leveraged technology – delivering culturally through our telehealth Research – investing in the responsive digital skills initiative we have connected Australian Digital Inclusion training, locally relevant 11 Aboriginal Medical Services Index to provide Telstra with training resources, tools with plans to connect a further a platform to track digital and content developed with four locations in the NT. This inclusion on a national scale and for Aboriginal and Torres initiative will also be piloted and understand the dynamics Strait Islander communities. in two new sites in Far North for Aboriginal and Torres Queensland over the course Strait Islander peoples. This includes the inDigiMOB of this RAP. program delivered by First Infrastructure – improving Nations Media Australia Excellence focus – tapping telecommunications (formerly the Indigenous into the digital excellence infrastructure in remote Remote Communications that already exists in locations to address digital Association), which currently Indigenous Australia by exclusion. With the NT operates in 13 NT communities building on our investment in Government, Telstra will co- with plans to expand to a Indigenous Digital Excellence invest $28m over four years to further four locations, and with the National Centre of improve telecommunications a partnership with the State Indigenous Excellence. in remote locations, including Library of Queensland to communities, transport build the digital skills and corridors and tourist capability of Indigenous destinations. communities in 31 regional and remote locations through This is a key focus area of the Deadly Digital Communities. 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.

13 Telstra Reconciliation Action Plan 2018-21 2018-2021 Reconciliation Action Plan How 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.

Telstra Reconciliation Action Plan 2018-21 14 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

Increased consumer Digital capability upskilling Improved telecommunications understanding and in 56 communities across infrastructure in remote areas comprehension of Telstra the nation products and services

Commitment Action Target Responsible

2019 2020 2021

Infrastructure Upgrade and enhance Fibre upgrade Cell on Cell on Networks Improve the digital, telecommunications complete Wheels (CoW) Wheels (CoW) social and economic infrastructure for the technology technology inclusion of Gulkula site to support deployed deployed remote Indigenous Garma and other key communities through community events in co-investing with East Arnhem Land Governments to build or upgrade telecommunications infrastructure

Invest in the Feasibility Feasibility Construction Networks $28m Remote studies on studies on and Telecommunications priority sites remaining sites commissioning Co-Investment / commissioning of sites to Program with the of sites to expand network Northern Territory expand network Government, targeting remote locations, including communities, transport corridors and tourist destinations

Seek government Explore Explore Explore Enterprise co-investment to opportunities, opportunities opportunities expand and upgrade prioritising for additional for additional fixed and mobile Hopevale and Indigenous Indigenous network infrastructure Torres Strait communities communities in the Torres Strait and Northern Queensland Indigenous communities

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.

15 Telstra Reconciliation Action Plan 2018-21 Commitment Action Target Responsible

2019 2020 2021

Community digital Deliver inDigiMOB in 13 current sites Add two new Digital capability four new sites in the and add two new sites Inclusion Partner to deliver NT and continue to sites culturally relevant and deliver the program place-based digital in 13 NT communities skills and capability in partnership with programs to improve First Nations Media the digital inclusion of Australia Indigenous Australians and foster Indigenous Deliver Deadly 26 communities Five digital excellence Digital Communities communities in 31 regional and remote Aboriginal and Torres Strait Islander communities in Queensland in partnership with the State Library of Queensland

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

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

Provide funding Philanthropic Telstra for Indigenous grant Foundation Digital Excellence, a partnership with the National Centre of Indigenous Excellence

Telstra Reconciliation Action Plan 2018-21 16 Digital Futures

Commitment Action Target Responsible

2019 2020 2021

Customer experience Develop a culturally Internal Produce and Promote Indigenous Improve the appropriate training and promote materials Directorate appropriateness communication development materials and review of products and campaign to effectiveness Retail & services for Indigenous increase consumer Regional customers to make it understanding of easier to do business Telstra products and with us and reduce services and enhance the risk of financial sales practices of hardship Indigenous customer facing Telstra employees

Provide targeted Pilot offer Extend offer to Extend offer to Indigenous mobile and broadband 50 businesses 50 businesses Directorate offers to Indigenous micro-enterprises to support the Indigenous business sector in partnership with Many Rivers

Embed Indigenous Hotline Develop Promote and Global Contact Hotline traffic as consultants and launch review service Centre business-as-usual trained campaign to activity into Global promote service Contact Centre operations and increase awareness of the service through a campaign targeting relevant customers and stakeholders

Deliver the MoneyMob Roll out to six Indigenous Talkabout Loans and communities Directorate Phones project in six Anangu Pitjantjatjara Yankunytjatjara communities to increase awareness and comprehension of telecommunication products and services to reduce financial hardship Commitment Action Target Responsible

2019 2020 2021

Telehealth Pilot Telehealth One pilot site One pilot site Review and Telstra Health Build the capability solutions in two connected connected evaluate pilot of Indigenous health remote communities in Enterprise organisations to use Far North Queensland telehealth technology to establish to facilitate better connectivity to the health outcomes for National Telehealth Aboriginal and Torres Connection Service Strait Islander peoples (NTCS)

Leadership Influence Annual research Annual research Annual research Digital Foster leadership government, and stakeholder and stakeholder and stakeholder Inclusion for reconciliation, business and engagement engagement engagement including a particular community action focus on promoting on Indigenous solutions to digital inclusion Indigenous digital through research exclusion and engagement

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

Support Reconciliation Round table held Indigenous Australia to host Directorate a round table to discuss how corporate Australia can support the UNDRIP

Encourage and Annual Annual Annual Indigenous support corporate engagement engagement engagement Directorate stakeholders to develop a RAP

Support Reconciliation Host one Host one Host one Indigenous Australia by hosting a learning circle learning circle learning circle Directorate reconciliation learning circle

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

Telstra Reconciliation Action Plan 2018-21 18 Economic Participation

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

Aboriginal 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

Recruit more Indigenous graduates Showcase the best in Indigenous and employees to achieve one per cent art through sponsorship of the $3m minimum annual representation of Aboriginal and Torres National Aboriginal & Torres Strait spend with Indigenous Strait Islander people in our workforce Islander Art Awards suppliers

Commitment Action Target Responsible

2019 2020 2021

Traineeships Provide sponsorship and 20 interns 20 interns 20 interns Diversity and internships paid work experience to & Inclusion Support education and CareerTrackers interns career development for and Indigenous tertiary Aboriginal and Torres students Strait Islander people through traineeships, Indigenous representation 4% of graduate 5% of graduate 5% of graduate Diversity internships and of 5% among the graduate intake intake intake & Inclusion graduate opportunities intake by 2020 with the support of our community partners Sponsor the Northern Sponsorship Sponsorship Sponsorship Indigenous Territory Board of Directorate Studies Remote Student Award recognising high achievement by an Indigenous student studying in a remote location

Direct employment Accelerate Indigenous 100% of 100% of 100% of Diversity Increase the number applicants through the shortlisted shortlisted shortlisted & Inclusion of Indigenous recruitment process Indigenous Indigenous Indigenous employees at Telstra by progressing all applicants applicants applicants through a focus on shortlisted Indigenous offered offered offered recruitment processes candidates to an interviews interviews interviews interview with the hiring manager (the Indigenous Interview Guarantee)

For people who self- 0.8% of 0.9% of 1.0% of Diversity identify as Aboriginal or total Telstra total Telstra total Telstra & Inclusion Torres Strait Islander to Australian Australian Australian comprise 1% of Telstra’s workforce workforce workforce Australian workforce within three years

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

19 Telstra Reconciliation Action Plan 2018-21 Commitment Action Target Responsible

2019 2020 2021

Partner with 0.8% of 0.9% of 1.0% of Diversity Indigenous-owned total Telstra total Telstra total Telstra & Inclusion and other employment Australian Australian Australian agencies to source workforce workforce workforce Aboriginal and Torres Strait Islander applicants for roles at Telstra

Develop and implement Develop Promote Promote Diversity an Aboriginal and framework & implement & implement & Inclusion Torres Strait Islander employment and retention strategy

Indigenous Workforce Support the Indigenous 500 remote 500 remote 500 remote Facilities Program (IWP) Workforce Program sites sites sites Operations Provide employment to deliver regular opportunities for upkeep of more than Aboriginal and Torres 500 remote Telstra sites Strait Islander people in regional and remote communities

Supplier diversity Continually increase $3 million $4 million $5 million Procurement Increase our annual our annual spend with spend with Supply Indigenous businesses Nation certified or registered Indigenous Suppliers

Recognising Sponsor Supply Nation Sponsorship Sponsorship Sponsorship Indigenous excellence Certified Supplier of Directorate the Year Award each Contribute to year to recognise the improved economic achievements of the outcomes through Indigenous business recognising and sector promoting Indigenous Deliver the National Event and prizes Event and prizes Event and prizes Marketing achievements Aboriginal & Torres delivered delivered delivered & Brand Strait Islander Art Awards in partnership with the Museum and Art Gallery of the Northern Territory to recognise Indigenous artists

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

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

Host Indigenous Host two events Host two events Host two events Indigenous businesses at the Directorate Telstra Business Awards and Telstra Women’s Business Awards to encourage nominations Cultural Responsiveness & Engagement

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

Develop new e-learning Drive an uplift in cultural capability program Enhance governance Indigenous engagement supported by tailored face- and reporting to-face competency training activities across Telstra

Commitment Action Target Responsible

2019 2020 2021

Cultural capability Deliver a new e-learning Develop module Completed Completed Diversity Improve the cultural cultural capability and by 35% of by 70% of & Inclusion capability of our business value training employees employees people to build program for employees stronger, two-way relationships with Develop a Telstra Develop Promote & Promote & Indigenous Aboriginal and Torres cultural capability framework Implement Implement Directorate Strait Islander people, framework, including customers, businesses guidelines for effective and communities engagement and cultural protocols

Deliver tailored face-to- Deliver two Deliver two Deliver two Retail & face cultural capability programs programs programs Regional programs for employees with Indigenous Indigenous customer or Indigenous Directorate business facing roles

Refresh website content Annual refresh Annual refresh Annual refresh Indigenous to engage employees Directorate and the public on RAP progress

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

21 Telstra Reconciliation Action Plan 2018-21 Commitment Action Target Responsible

2019 2020 2021

Engagement Refresh Commence Complete Indigenous Provide opportunities Acknowledgement refresh refresh Directorate for Telstra employees of Country signs in to directly engage with all Telstra stores, to Indigenous people, reflect the artwork organisations and of our new RAP communities and support learning about Host an event at seven Host events Host events Host events Indigenous culture, office locations to history and rights celebrate National Reconciliation Week (NRW) each year

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

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

Anti-discrimination Review HR policies and Ongoing Ongoing Ongoing Diversity Promote positive race procedures concerned & Inclusion relations through with anti-discrimination anti-discrimination as required strategies

Telstra Reconciliation Action Plan 2018-21 22 Cultural Responsiveness & Engagement

Commitment Action Target Responsible

2019 2020 2021

Advice & governance Facilitate two meetings Two meetings Two meetings Two meetings Indigenous Promote business each year of Telstra’s Directorate ownership and effective Indigenous Advisory management of our Committee, comprising RAP commitments and external Indigenous ensure governance leaders and internal structures and representatives, to measures are provide guidance on our implemented strategy, priorities and programs

Provide a full progress Complete by report to Reconciliation December 2021 Australia at the conclusion of the RAP

Ensure selected RAP Included in Included in Included in indicators are annually Sustainability Sustainability Sustainability reported to our external Report Report Report stakeholders

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

Report annual progress Complete by Complete by Complete by to Reconciliation 30 September 30 September 30 September Australia by completing the RAP Impact Measurement Questionnaire

Participate in the 5% completion biennial Workplace rate Reconciliation Barometer and encourage staff to participate in the Workplace Reconciliation Barometer

Review, refresh and Start review update the Telstra September RAP based on 2020 learnings, challenges and achievements Launch in consultation with December Reconciliation Australia 2021

23 Telstra Reconciliation Action Plan 2018-21 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.

Telstra Reconciliation Action Plan 2018-21 24 Stories from our 2015-2018 RAP

Roadmap for Indigenous IDX Flint lights Remote employment Digital Excellence a spark and creates opportunities at Telstra a movement sites The Indigenous Digital Excellence Roadmap brings Telstra’s Indigenous Digital Telstra’s Indigenous together the wisdom and Excellence (IDX) partnership Workforce Program (IWP) data from three years of with the National Centre has operated since 2013 consultation, experimentation of Indigenous Excellence and engages Indigenous and learning from Aboriginal was launched in 2013. A key people and businesses and Torres Strait Islander initiative of the partnership is across the Northern Territory, digital makers, organisations IDX Flint, a unique train-the- Far North Queensland and and communities, providing trainer technology education Northern Western Australia Australia’s first strategy for program for young Indigenous to undertake grounds driving Indigenous digital people living in remote and maintenance at regional excellence. regional communities. and remote network sites, including radio towers, mobile The Roadmap is an initiative IDX Flint provides $25,000 base stations and exchanges. of the National Centre of worth of in-kind support Indigenous Excellence in for regional and remote The IWP’s grassroots approach partnership with the Telstra communities via workshops has seen Aboriginal and Torres Foundation. The Roadmap for Indigenous youth, digital Strait Islander businesses seeks to amplify what works skills development for local develop and provide ongoing to cultivate, grow, support facilitators, and technology employment opportunities for and nurture Indigenous kits and educational Indigenous peoples in regional digital excellence, and create resources that remain with and remote areas. Currently new opportunities. With a the community following more than 500 Telstra sites 2030 horizon the Roadmap each workshop. Robotics, are managed by the IWP. focuses on technology that is 3D printing, coding and drone important to Australia’s First education experiences have Training programs have been Peoples, how it will be applied been co-designed with local tailored to meet the needs and to what issues. communities to strengthen of each site and to the skill cultural as well as technical levels of those being trained. To find out more, visit knowledge. Support and mentoring ouridxfuture.net.au services are also provided as businesses are established.

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 IDX Flint facilitator training in full flight

25 Telstra Reconciliation Action Plan 2018-21 inDigiMOB Digital Mentors from various remote NT communities attend a training workshop in Darwin © First Nations Media

On the ground support It provides basic technical through inDigiMOB support, assists users to access online services and In 2016 Telstra partnered mobile apps, provides advice with the Indigenous Remote on managing data, and helps Communications Association to develop locally relevant to launch inDigiMOB, a program training resources, tools and to address barriers relating content for communities. to the take up and use of digital technology in remote The program builds confidence communities in the NT. in how to access the internet and use smart phones, as well inDigiMOB is a culturally as providing opportunities informed model for the for people to create short transfer of digital skills films and animations, make and cyber-safety awareness. 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 Mentor, Pamela, steps some interested participants through a digital activity at Larapinta Valley Community Centre

Telstra Reconciliation Action Plan 2018-21 26 Stories from our 2015-2018 RAP

Engaging with Indigenous Long term commitment Practical steps to address customers to Indigenous art digital inclusion across Queensland It takes a lot to service Telstra has a 27 year connection customers in Central with the National Aboriginal Deadly Digital Communities Australia, a 3,000 sq. km and Torres Strait Islander provides community-based area that stretches from Art Awards (NATSIAA). Each digital literacy and technology the Spencer Gulf in South year the Awards have grown in remote and regional Australia to the Tanami in status and significance, Aboriginal and Torres Strait desert to Warburton in providing a showcase for the Islander communities across Western Australia and unique stories, outstanding Queensland. The program Innamincka near the creativity and diverse talents commenced on Mabuiag Queensland border. of Australia’s finest Indigenous Island in August 2017. artists. A team of 17 Telstra Participants learn digital skills technicians maintain fixed Indigenous art is a powerful ranging from sending an email -line services, customer expression of Aboriginal and to using social media to paying radio sites, mobile towers, Torres Strait Islander culture. bills online, to promoting a new transmission networks and In 2017 the awards welcomed business idea and more. the Adelaide to Darwin fibre a new generation of artists route. A 1,200km drive on a with the creation of two Deadly Digital Communities is dusty, corrugated track to a new categories – the Telstra helping Aboriginal and Torres community of 30 people to Multimedia Award and the Strait Islander peoples to build connect a single phone is Telstra Emerging Artist Award. and enhance their digital literacy not unusual. skills and enable communities These were among the 308 to interact in the digital world The area includes around 15 entries in the awards in irrespective of where they live. different Indigenous groups, 2018 from established and In partnership with the State each with a unique language emerging Indigenous artists Library of Queensland, the and culture. Understanding across the country. All of the program will reach 26 remote – or having an awareness of works capture a unique side and regional communities over – these different cultures is of Indigenous culture and two years. imperative, for example not contribute to a deeper view to enter communities during of Aboriginal and Torres Strait times of sacred ceremonies Islander life, stories and heart. and spiritual gatherings.

Deadly Digital Communities Hope Vale

NATSIAA Opening Ceremony 2017

27 Telstra Reconciliation Action Plan 2018-21 Many career pathways at Telstra

Kirstin Shaw is part of Telstra’s There was no turning back. “ Telstra is very open to your personal graduate program and has Kirstin’s role in the graduate development. If you’re curious to learn one piece of advice for young program required a shift something that’s relevant to your role or to Melbourne and Career Indigenous graduates: keep you want to up-skill in something else, your options open and don’t Trackers stepped in to help shoehorn yourself in to what with accommodation. Since there are resources available to you. you think your future career then Kirstin has worked in should be because everything sales, customer experience You never really know what you like is always changing. and debt reduction programs, until you try it and I’m very glad I gave and is currently working in Telstra a try.” Kirstin was working in a a project associated with the Telstra store in Brisbane and National Broadband Network. Kirstin Shaw 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.

Telstra Reconciliation Action Plan 2018-21 28 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)

29 Telstra Reconciliation Action Plan 2018-21 Employment

Achieved Partially Achieved Ongoing Not Achieved

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

Achieved Partially Achieved Ongoing Not Achieved

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

Summary of outcomes from our 2015-2018 RAP

Leadership, governance and reporting

Achieved Partially Achieved Ongoing Not Achieved

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

31 Telstra Reconciliation Action Plan 2018-21 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.

Telstra Reconciliation Action Plan 2018-21 32 33 Telstra Reconciliation Action Plan 2018-21