FAQs.

What is the Internet Assistance Program?

The Internet Assistance Program is designed to help Internet users achieve a minimum equivalent throughput of 19.2 kilobits per second (kbps) from their dial-up Internet service.

Why was the program set up?

The Besley Inquiry into telecommunications services found that around six per cent of Internet users experience data speeds that were inadequate for common residential needs.

What does the program aim to do?

The program is primarily aimed at helping Internet users achieve an experience of the Internet equivalent to a data speed of 19.2Kbps. The equivalence of this speed is sufficient to undertake simple browsing and e-mail, the most common uses of the Internet. However, information offered by the program may also help those already achieving the benchmark speed to maximise the performance of their Internet connection.

How does the program work?

Internet users are encouraged to first try the Internet Assistance Program website at www.iapselfhelp.com where they will be able to test their current Internet speed. If their speed is less than 19.2kbps they will be given information on ways to improve their modem or computer set up.

If they are still unable to achieve the benchmark speed they will be offered further technical assistance by calling 1800 427 457 between 8.00am to 8.00pm (EST) Monday to Friday or weekends between 9.00am to 5.00pm (EST).

Alternatively, they can request a Self Help Kit to be mailed to them.

What could be causing the slow speeds?

Dial-up connection to the Internet involves a number of pieces of equipment and software, all of which need to be set correctly for optimal performance. Modems, computers, lines, environmental interference and service connections are all factors.

Who can access the program?

The program is available to any residential Internet user or business user (with a maximum of two lines) accessing the Internet via a dial-up connection on the Telstra network.

The program is open to customers of all Internet and telephone companies using the Telstra fixed line network. The Program does not apply to wireless Internet services.

How much does the service cost?

The Help Desk and Technical Support Service are free to residential users and business users with a maximum of two lines.

What type of technical assistance will people get if they follow all the helpful tips and still can't get to the equivalent speed of 19.2Kbps?

Since achieving a higher data rate is not always just a matter of buying a faster modem, the solution for a small percentage of customers may lie in the ability to reduce the amount of data being transferred over a connection.

The solution for these users may be for their ISP to provide them with a data compression software solution.

How can an ISP get the data compression software?

The software is being offered to ISPs, free of licence fees, under the Internet Assistance Program.

What if there is a problem with my phone line?

Part of the technical assistance being offered is an assessment of the line of the Internet user. If there are any faults on the line, these will be detected and minor line works funded under the program.

What if I am not yet on the Internet? Can the program help me?

The Internet Assistance Program can offer advice about the type of modem and set up which may be best for you if you are considering going on line. You can call the help desk service on 1800 427 457 between 8.00am to 8.00pm (EST) Monday to Friday or weekends between 9.00am to 5.00pm (EST). However, the program is not offering to put you on the Internet. You will first need to engage an Internet Service Provider.