Service Guarantee

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 (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.