A FIVE-week delay in connecting the phone and internet at a "Telstra Smart Community" at Trinity Park has shaved at the bottom line of an emerging ice-cream factory.

Sharon Wilson, who recently moved into a rental in the Cairns suburb and manages the accounts of the family's Emerald Creek Ice-Creamery, said internet access was vital to the running of the business.

The company, which opened in February, made the decision to manage its accounts in Cairns because despite being only 9km from Mareeba, the factory had no broadband access.

"For weeks I have waited for calls and information on when they can connect us," she said.

"They just don't call you back and they generally have no understanding of what it is like to be without services."

Ms Wilson's father, Scott Dixon, described the delay as inexcusable and said Telstra should have all infrastructure in place before its Smart Communities were opened up. "They needed a part to hook us up but they ran out and they couldn't tell us when another one would be available," he said.

"But it is not good enough, we have a business to run and we need internet access.

"Not having access has caused a lot of pain and anxiety and a lot of time has been wasted trying to deal with Telstra and have the problem solved."

Mr Dixon said Telstra needed to take "ownership" of problems and not bog customers down in a complaints process that failed to provide a timely and positive outcome.

A Telstra spokeswoman said yesterday the hold-up was regretted and contractors would connect the Wilsons' phone, internet and television today.

"We have done everything in our power to rectify the problem and we apologise for the delay," she said.

Share this article