The life of a pole-climbing technician isn’t just about laying fiber optic cables or installing new equipment. It’s about delivering seamless internet connectivity to customers. For over 26 years, Pongsak Nontatrakul has been part of the telecommunications industry, working at heights to keep connections running. Today, Pongsak, also known as “P’ Joe”, is a technical supervisor at one of True Corporation’s supplier companies. His team is responsible for installing and maintaining fiber optic lines to support TrueOnline’s broadband service, which currently serves more than 3.7 million users (as of Q4 2024). Every day, around 1,600 technicians nationwide handle installations and repairs to ensure uninterrupted service.
“The most important thing I always tell my team is safety. Everyone must value their own well-being. We do our job with dedication, but we must also return home safely to our families,” P’ Joe constantly emphasizes. He explains, “As a supplier, we follow True’s policies, which place a strong emphasis on safety according to international standards. Every team member must strictly adhere to these measures. We also apply these safety principles to other suppliers we work with to ensure that everyone operates under the same standard. This approach helps reduce risks and creates a safer working environment for all.”
Voices from the Pole Climbers
“Climbing poles isn’t just about heights. It’s about safety, responsibility, and ensuring customer satisfaction.” These words come from Sittiphut Thongphom, also known as Tum, one of the technicians who climbs utility poles almost daily to keep customers connected to the online world. “On a typical day, I handle at least three jobs, sometimes up to four or five. Each climb serves a different purpose – Installing new internet connections for customers, inspecting and repairing cables, relocating them underground, or organizing loose wires to prevent hazards for drivers and pedestrians. Every time I work, I remind myself never to be careless. The wires in front of me carry both low- and high-voltage electricity, which can lead to electric shocks or even arc flash that can cause severe burns or be fatal. But what gives me confidence is that our team thoroughly checks every piece of equipment before starting works. It’s a fundamental safety measure. We also strictly follow safety protocols. Another thing that impresses me is the concern from our supervisors. They always emphasize that if a task seems too dangerous, we don’t proceed immediately. Instead, we step back, plan carefully, and find a safer solution.”
Meanwhile, Thipbordee Techawarongsakun, also known as Jo, shares an even more challenging aspect of his job. His assigned areas in Lad Krabang and Nong Chok are filled with riverside homes, and at times, the poles he needs to climb are right in the middle of a canal! “In some spots, there’s no walkway, so I have to paddle a boat to get there and then use ‘Pole Step’ (a climbing aid) to scale the pole. It’s far from easy because the workspace is extremely narrow, requiring extra caution. Despite the difficulties, what he loves most about his job is seeing customers’ smiles. “Some homes run businesses, while others have kids who need to study online. When I can solve their problems, that’s the kind of happiness I’m truly proud of.”
5P, 5 Readiness: The Golden Rule for Pole Climbing Technicians – Safety in Every Step
Working at heights requires knowledge, skills, experience, and strict safety measures. True Corporation has partnered with suppliers to establish clear risk reduction strategies, including prevention, monitoring, inspection, and corrective actions. One of the key principles that every True Internet technician must strictly follow is the “5P, 5 Readiness” framework, ensuring every mission is completed safely.
- Personnel / People (Readiness of the Technician) – Technicians must be in good health, free from illness, well-rested, and alcohol-free. They must also undergo required safety training.
- Planning / Procedure (Readiness of the Work Plan) – A clear work procedure must be in place, including a risk assessment, hazard analysis, and obtaining the necessary permissions before entering the work area.
- PPE (Personal Protective Equipment) / Tools – For broadband work, required PPE includes a safety helmet, insulated gloves, protective footwear, and a full-body harness. All equipment must be in good condition and used correctly.
- Place (Readiness of the Work Environment) – The work area must be assessed to ensure it is free from hidden hazards that could pose risks during operations.
- Pause (Readiness to Stop Without Hesitation If Unsafe Conditions Are Found) – If any safety risks are detected, work must immediately stop to develop preventive measures. Operations can only resume once the situation is deemed safe.
Witsarut Prayoonkam, Head of Health, Safety & Security and Supply Chain Sustainability Department (HSS&SCS) at True Corporation, emphasized that “True places the utmost importance on the safety of both internal employees and suppliers’ workers. This reflects our commitment to sustainable business operations that respect human rights and ensure legal labor practices. We maintain a Zero Fatalities target and continue working to reduce Lost Time Day Accidents (LTDA) every year. HSS&SCS plays a key role in fostering a proactive safety culture within the organization while managing suppliers across the supply chain to align with ESG principles and DJSI standards. This is further reinforced through True’s Business Partner Management (BPM) framework, which begins with rigorous supplier evaluations. Once selected, suppliers receive training, site inspections, and performance audits categorized by risk level. The department also reports quarterly progress to True’s senior management. This comprehensive safety process has significantly reduced workplace accidents among Tier 1 and Tier 2 suppliers, particularly falls from height and electrical injuries. As a result, in 2024, the number of severe injuries requiring hospitalization due to falls decreased to 4 cases, down from 16 cases in 2023. Electrical injuries also dropped to 1 case, down from 2 cases in 2023.”
