CUSTOMER SERVICE GUARANTEE Pickle Pty Ltd ABN 36 165 711 731 Effective date: 1 April 2026
Table of contents
- What Is the CSG?
- Which Customers and Services Are Covered?
- Connection Timeframes
- Fault Repair Timeframes
- Appointment Timeframes
- Financial Compensation
- Exceptions
- How to Claim CSG Compensation
Pickle Pty Ltd ABN 36 165 711 731 (trading as "Pickle") is a registered Carriage Service Provider (CSP) and complies with the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard) issued by the Australian Communications and Media Authority (ACMA) under the Telecommunications (Consumer Protection and Service Standards) Act 1999 (Cth).
What Is the CSG?
The CSG Standard sets minimum performance timeframes for connection of services, repair of faults, and keeping scheduled appointments. Where we fail to meet these timeframes, eligible customers are entitled to financial compensation.
Which Customers and Services Are Covered?
The CSG Standard applies to small business customers with 5 or fewer standard telephone services supplied by Pickle.
Services covered:
- Standard telephone (voice) services, including the following enhanced call-handling features where Pickle makes them available:
- Call waiting
- Call forwarding
- Call barring
- Calling number display
- Calling number display blocking
Services NOT covered by the CSG:
- Internet and broadband services (including nbn, Fixed Wireless, and Enterprise Ethernet)
- Fax and data services
- Customer equipment (routers, handsets, CPE)
- Customers with more than 5 telephone services
Connection Timeframes
The following maximum connection timeframes apply for eligible voice services:
| Location type | In-place connection* | New connection (close to existing cabling) | New connection (not close to existing cabling) |
|---|---|---|---|
| Urban (10,000+ people) | 2 working days | 5 working days | 1 calendar month |
| Major rural (2,500–10,000 people) | 2 working days | 10 working days | 1 calendar month |
| Minor rural (200–2,500 people) | 2 working days | 15 working days | 1 calendar month |
| Remote (fewer than 200 people) | 2 working days | 15 working days | 1 calendar month |
*An in-place connection is where a previous working service was cancelled and the connection point remains available for reactivation.
Fault Repair Timeframes
For eligible services, we will repair faults within the following timeframes:
| Location type | Repair timeframe |
|---|---|
| Urban | 1 working day |
| Major rural | 2 working days |
| Minor rural | 3 working days |
| Remote | 5 working days |
Appointment Timeframes
Where we need to schedule an on-site appointment to connect or repair a service, we will offer a time within the applicable connection or repair timeframe and attend within a 4-hour appointment window.
If we are unable to attend a scheduled appointment, or attend outside the agreed window without giving you at least 24 hours' notice, you may be entitled to compensation.
Financial Compensation
If we fail to meet a CSG timeframe, eligible customers are entitled to compensation as prescribed in the CSG Standard. Current compensation amounts (set by ACMA) are:
- Connection delay: $14.52 per working day (residential) / $24.20 per working day (business) — capped at amounts specified in the CSG Standard
- Fault repair delay: Same daily rates as above
- Missed appointment: $14.52 (residential) / $24.20 (business) per missed appointment
Amounts are as set by ACMA and subject to periodic adjustment. Refer to the acma.gov.au for current amounts.
Exceptions
CSG timeframes do not apply where a delay is caused by:
- events outside Pickle's reasonable control (including carrier network delays, natural disasters, or third-party access issues)
- the customer's failure to provide access to premises
- the customer requesting a specific date beyond the CSG timeframe
- a mass service disruption event declared under applicable telecommunications legislation
How to Claim CSG Compensation
If you believe you are entitled to CSG compensation, contact us:
Phone: 1300 688 588 (Monday – Friday, 9:00am – 5:00pm AEST) Email: [email protected]
We will assess your claim and, if compensation is payable, apply a credit to your account within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Telecommunications Industry Ombudsman (TIO):
- Website: http://www.tio.com.au
- Phone: 1800 062 058
© 2026 Pickle Pty Ltd ABN 36 165 711 731 | Customer Service Guarantee | Effective 1 April 2026