Name of company: Telecom Fiji Limited (TFL)
Headquarters: Ganilau House, Edward Street, Suva
Private Mail Bag, Suva
Tel: 330 4019
Fax: 330 5595
Website: www.tfl.com.fj
Telecom Fiji Limited (TFL) is the sole provider of local and national (trunk) telephony services, and owns the only public switched telephone network in Fiji. The TFL network consists of 55 telephone exchanges throughout Fiji and Rotuma, connecting more than 101,000 customers.
TFL provides and operates telecommunication services in Fiji under the provisions of the Post & Telecommunications Decrees 1989. This license gives the company a monopoly on the provision of network services, but the provision of telecommunication equipment is open to competition.
Fiji Post & Telecommunications Limited (FPTL) was registered as a private limited liability company on 18 August 1989.
On 1st July 1996, FPTL split into two (2) companies: Telecom Fiji Limited and Post Fiji Limited.
AMALGAMATED TELECOM HOLDINGS LTD
Amalgamated Telecom Holdings Limited (ATH) is the parent company of Telecom Fiji and was formed by government in March 1998 as the vehicle for privatization of the telecommunications industry. ATH was formally listed on the South Pacific Stock Exchange (SPSE) on 18 April 2002.
Today, Telecom Fiji Limited is one of Fiji’s major corporations. Its prestigious position has been achieved through the contribution of its Customers, Shareholders, Employees and Board of Directors that have steered the company from corporatisation to privatization.
BUSINESS BACKGROUND
The telephone system was first introduced in Fiji in 1895 by the Colonial Sugar Refinery Company in the early days of the sugar industry.
In 1910 it was taken over by the Fiji Government to provide a national telephone service. The system used then was called a ‘magneto telephone system’. In this system both the exchange and the subscribers (customer) used ‘hand generators’. Telephones needed to be wound or cranked to raise or call each other. The exchange used different codes, which were long, and short rings to call subscribers.
In 1930, another system was introduced called the ‘central battery system’. For this system, the subscriber was raised by cranking the hand generators (still using codes).
In 1952 the first fully automatic exchange was installed in Suva and was called he ‘step by step’ or ‘Strowger’ system, named after Mr. Strowger, the man responsible for designing the system. The subscriber in this system had to pick-up the handset and dial. Telephones with dials had to be used with this exchange.
In 1960 the Post & Telecommunications Department introduced Telex Machines.
In 1964 the first fully automated ‘Crossbar Exchange’ was installed in Suva, which worked with the same lines as the ‘step by step’ exchange. Most towns in Fiji were installed with this system at that time.
In 1984 the first fully digitized (fully electronic) Stored Programmes Control Electronic Exchange was installed in Lautoka.
On August 19, 1989, the Post and Telecommunications Decree was passed to provide the legislative base for the corporatisation process of the Post and Telecommunications Department.
A private limited liability company called Fiji Post and Telecommunications Limited (FPTL) was formed to acquire all the assets and liabilities of the government post and telecommunications services. The transfer of business from government to the new company (FPTL) occurred on January 1, 1990.
FPTL was responsible for all commercial activities and the government responsible for the control of shares and regulation of the sector. Additionally, the presentation of a Post and Telecommunications License gave the company exclusive rights on the provision of network services. The provision of terminal apparatus was deregulated and opened to competition.
Six years later on July 1, 1996, FPTL split into two separate entities, Post Fiji Limited and Telecom Fiji Limited. The separation recognized the current realities that the two services must be separated to enable each to achieve its full potential as a profitable business. The privatization process for Telecom Fiji Limited was advanced in March 1998 when Government created Amalgamated Telecom Holdings Limited to hold all its TFL shares.
On 16th December 1998 Government sold 49% of its shares in Amalgamated Telecom Holdings Limited to the Fiji National Provident Fund, followed in September 1999 by sale of a further 2% to give FNPF controlling interest in ATH.
On 1st April 2002, Internet Services Fiji (operating as Connect) was set up to take over Internet services operations from TFL.
Xceed Pasifika was formed in April 2003, taking over all customer premises equipment sales and related activities from TFL.
TransTel was also formed in April 2003 to assume responsibility for Telecards and all public phone booths.
Fiji Directories Limited, which was set up as, a joint venture between FPTL (90%) and Edward H. O’Brien (10%) in 1993, moved to ATH on 31/12/2002.
RANGE OF SERVICES
Telephony products and services offered by TFL include local and national (trunk) telephony services, data services, private leased lines, switched digital data circuits, information processing, maritime telecommunications and emergency services. Please refer to the TFL website or request brochures for detailed information about the range of services that we offer to our customers.
TFL has Customer Care Centres (CCC) in Ba, Suva, Labasa, Lautoka, Nadi, Namaka, Sigatoka and Savusavu. The following ‘over the counter’ services are offered at all TFL CCC’s:
• New phone connections, reconnections, or extensions
• Sales and service enquiries
• Changes to existing services
• Account inquiries
• Payment of Bills
Contact Centre 11 22 33
TFL’s Contact Centre was launched on 8 November 2001, making it easier for customers to conduct business with TFL over the phone. The following services are offered to customers who call free on 11 22 33:
• Queries on all TFL products and services
• Billing Queries
• Fault Reports
• General Enquiries
MARKET ANALYSIS
• Residential Sector, Small to Medium Business, Government and Statutory organizations, Corporate Business and the Hospitality & Tourism sector are the different segments of TFL’s customers.
• We have account managers serving the larger, corporate customers.
• Our Market Research Unit conducts market surveys on a regular basis.
FINANCE
ATH, TFL’s parent company, is listed on the South Pacific Stock Exchange and shares are freely traded.
INVENTORY
Products such as telecommunications materials and equipment are put on tender and bought. Most technological equipment used by TFL are not made locally so they are brought in from abroad from telecommunication suppliers.
SUBSIDIARIES
• TFL has three subsidiary companies which are:
• Connect, fully owned (100%) by TFL
• TFLShop, fully owned (100%) by TFL
PRICING
• Telephone service rates depend on location, distance, duration of call and type of telecommunication service used, e.g fax machine, telephone, data, etc. TFL also charges for the rental of its equipment, e.g line and telephone rental.
• TFL regularly carries out promotional activities where discounts are provided to some services under certain conditions, e.g. 25% discount on all international direct dial calls from 10pm – 6am, Mondays – Saturdays, and all day Saturday – midnight Sunday.
HUMAN RESOURCES
• TFL has established staff and unestablished staff.
• TFL currently has in employment about 849 staff.
• Depending on the nature of their employment staffs are paid either a wage or salary.
• TFL staff have a performance assessment every quarter where the staff can receive up to 50% bonus per quarter of their fortnightly pay (equivalent to a week’s pay) if they and the company are meeting their financial targets. This means that staff can receive up to 200% bonus (equivalent to a month’s pay) per year. The bonus payment is dependent on the financial performance of the company.
• The Fiji Post and Telecommunications Employees Association (FPTEA) look after staff welfare and rights. The FPTEA regularly liaises with TFL’s executive management on staff matters.
PROTECTING YOUR BUSINESS
All company assets are insured.
BUSINESS PERFORMANCE
• From the net profit, dividends are paid annually to ATH, the sole shareholder. Results have shown that TFL is achieving the targets setout in its 5-year Business Plan. The Business Plan is reviewed and adjusted annually.
• Please refer to ATH annual reports.
ORGANISATION STRUCTURE
Refer to attached organizational chart.
TFL has 5 Strategic Business Units (SBU’s) or departments, each headed by a General Manager.
1. Corporate Office SBU: This SBU is responsible for driving TFL to achieve the corporate vision that has been set by the TFL Board of Directors and is headed by the Managing Director TFL Group.
• Three (6) units are in this SBU and report directly to the Managing Director TFL Group:
- Corporate Planning, Interconnect & Regulatory – efficient and analytical management of interconnect and regulatory issues.
- Internal Audit – implements internal checks.
- Corporate Communications and External Affairs – stakeholder management, Media liaison, corporate image and Public Relations.
– Change Management implement and monitor change process. Responsible and accountable for corporate structural changes.
- Corporate Services - management of legal matters. Member of the TFL executive management. Internal and External security of the company, property management, fleet management, supply chain and Board Secretariat.
- Human Resources - responsible for internal, external training and inward and outward movement of staff, contracts and salary.
2. Finance SBU: responsible for providing business and financial information, analysis and advise to help TFL maximize revenue, profits and shareholder value, purchasing and warehousing, provision of vehicles to sections, managing the Company insurance and risk management. Chief Financial Officer reports directly to Managing Director TFL Group.
TELECOM SERVICES GROUP
TFL’s core operational group is headed by the Chief Operating Officer (COO). SBU’s that fall within this group are:
1. Business Strategy & Marketing SBU: responsible for growing marketing share and revenue, marketing TFL products and services to customers, billing customers and managing the relationship between TFL and its customers, and delivering efficient telecom services to corporate customers.
2. Network & Technology SBU: responsible for meeting Business Plan targets for telecom lines, cables and network infrastructure.
3. Access SBU: responsible for efficient and professional delivery of telecom service to residential and small business customers.
The following 3 sections report directly to the COO:
1. Customer Services, which includes Customer Care Centre, Operator Services and Contact Centre.
2. Rural Services: responsible for efficient and professional delivery of TFL services to rural areas.
3. MIS (Management Information Systems): responsible for efficient and latest management information systems for the company.
MODES OF COMMUNICATION
1. Horizontal Communication: this is between staff on the same level, such as between managers, between general managers, etc. This would take place in the form of meetings, memos between managers (or those on the same level), etc.
2. Vertical Upwards Communication: communication from a subordinate to his/her supervisor, e.g. a manager reporting to his/her general manager, or an officer reporting to his/her supervisor/team leader.
3. Vertical Downwards Communication: when a superior delegates work to his/her subordinate, e.g. a manager delegating work to his/her officer, supervision of work, etc.
TFL CORPORATE STATEMENTS
VISION STATEMENT
“The World at your fingertips” is our new vision slogan, which is technology neutral, and portrays TFL giving its customers global reach through their fingertips, be it telephony, internet or any future ICT communications technology.”
MISSION STATEMENT
“We exist to provide cost effective, efficient and reliable means of communication at any time from and to anywhere across the globe in a way that is seamless and maximizes customer satisfaction whilst optimizing returns to our shareholders.”
OUR VALUES
To go forward, henceforth, and inculcate our vision and mission into our new culture we must embrace the following values:
1. Total Customer Focus
2. Taking Ownership of Problems
3. Flexible Empowerment
4. Uncompromising Ethics
5. Morally Courageous
6. Innovative
7. Commitment to a Shared Vision
8. Supportive Teamwork
HEALTH AND SAFETY POLICY
We at Telecom Fiji are totally committed to providing a safe and healthy workplace for employees, customers, contractors and visitors.
We will:-
• Provide safe plant and systems of work, written procedures and instructions to ensure safe working practices are maintained.
• Ensure Health and Safety at Work Act and relevant regulations are followed.
• Provide information, instruction, training and supervision to employees, customers, contractors and visitors to ensure they are safe while at any of our locations.
• Provide support and assistance to our employees.
Our Management team is accountable and responsible to ensure this Policy is implemented throughout the Company. There will be regular reviews of the implementation programme.
Management will be responsible for:
• Encouraging employees to participate in the development and promotion of Health and Safety programmes and procedures.
• Training employees to work safely while performing their tasks.
• Providing resources to fulfill the health and safety commitment.
• Our Management Team will consult with the elected health and safety representatives and employees to ensure that any change required in the workplace does not affect their health and safety.
We expect our employees to follow all Health and Safety policies and procedures and report all potential hazards to their immediate Supervisor, Health and Safety representative or Managers.
This Policy commits Telecom Fiji in all its Operations/Business/Functions including areas where employees are required to work offsite.
For more information about Telecom Fiji, visit our website:
www.TelecomFiji.com.fj
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