Managing director of Telstra retail ISP BigPond, Justin Milne also came in for a personal serve from Trujillo after an angry stockholder questioned why, after several months and numerous written complaints, Telstra had been unable to fix a broken link on BigPond"s home page relating to child safety on the Internet.

"Let me apologize - I will follow this up," Trujillo said, pointing out Milne to the aggrieved shareholder.

Saying BigPond had a customer feedback facility ready and waiting outside the auditorium, Trujillo then illustrated what he hopes will differentiate his new, customer-centric, IT-literate regime from those of previous years.

"I will ask Justin to visit [the customer service feedback booth] with you and deal with this specifically. And if you are not happy, we will find an alternative."

More alternatives, including what analysts expect to be a drastic restructure and realignment of Telstra"s IT, technology, product and revenue management divisions, will be announced in mid November when the company"s strategic review is made public.

"I like to say I have seen this movie before...," Trujillo said.