### Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) The company is committed to upholding the Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) issued by the [Australian Communications and Media Authority](http://www.acma.gov.au/) (CSG Standard). This means that for eligible services we promise to meet certain minimum performance standards and to provide our customers with financial compensation when these are not met. ### Services Covered by the CSG Standard The CSG Standard covers the supply of standard fixed line telephone services. Specifically, the CSG Standard applies to: * Maximum connection timeframes * Repairing a fault or service difficulty * Attending appointments with customer For clarity, only voice telephony faults are covered. This means that non-voice faults such as Internet access or fax faults are not covered by the CSG Standard. In addition, where we make these features available to you, the following enhanced call-handling features are also covered by the CSG: *call waiting *call forwarding *call barring (not including blocking that has been programmed on the entire network) *calling number display *calling number display blocking The CSG does not apply to customer equipment or to customers who have more than five telephone services. ### Periods in which services must be connected Usual provisions under the CSG apply for the connection of new phone services. However, if you are signing up for a ULL based package, the CSG does not come into effect until the transfer of the ULL service to us has been completed. #### Applicable Timeframes | Connection Type | In Place connection | No connection (close to cabling) | No connection (not close to cabling) | |------------------------------------------------------------|---------------------|----------------------------------|--------------------------------------| | Community of equal to or more than 10,000 people (Urban) | <= 2 working days | <= 5 working days | <= 1 calendar month | | Community of between 2,500 and 10,000 people (Major rural) | <= 2 working days | <= 10 working days | <= 1 calendar month | | Community of between 200 and 2,500 people (Minor rural) | <= 2 working days | <= 15 working days | <= 1 calendar month | | Community of less than 200 people (Remote) | <= 2 working days | <= 15 working days | <= 1 calendar month | *An in-place connection is a service at a site where a previous working service has been cancelled and is available for automatic reconnection or reactivation by a carriage service provider.