SERVICE DISRUPTIONS

CSG Standard and Public Notices for Mass Service Disruptions:

Along with our commitment to delivering a high standard of service to our customers, we are obliged to rectify faults or service difficulties affecting eligible services in accordance with the Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) (CSG Standard).

The object of the CSG Standard is to encourage improvements in service and guard against poor service. It requires telephone companies to meet minimum performance requirements and to provide customers with financial compensation when these are not met.

Services Covered by the CSG

The CSG Standard covers the supply of standard fixed-line telephone services. The CSG Standard also covers certain special call-handling features, when activated by a telephone company, including call waiting, call forwarding, call barring, calling number display and calling number display blocking. If a telephone company offers these services in an area, then that company must meet maximum time frames applying to that area for standard telephone services in: connecting a service, repairing a fault or service difficulty and attending appointments with customers.

Services Not Covered by the CSG

The CSG Standard only applies where a phone company offers a CSG service at a customer's location. It does not apply to:

• mobile phone services;
• Internet services;
• customer equipment, such as the telephone handset; or
• pre-selection (change of phone company or 'churn') delays.

The CSG Standard does not apply to customers with more than five phone lines.

During Mass Service Disruptions, exemption may be put in place. This exempts us from complying with the Customer Service Guarantee performance standards for the duration of the Mass Service Disruption.

The exemption process is explained in sections 22–27 of the Telecommunications (Customer Service Guarantee) Standard 2011, which can be found on the ComLaw website.

Service Locations

Service Level Agreement differs depending on the demographic location of the customer.

• Urban = Township/community grouping of 10,000 people or more
• Major Rural = Township/community grouping of more than 2,500 people but less than 10,000 people
• Minor Rural = Township/community grouping of 201 people or more but not more than 2,500 people within a standard zone
• Remote = Township/community grouping of less than 200 people or township/community grouping located outside a standard zone

Appointment Grace Periods in the CSG Standard

Connection SLA

• Urban with in-place - within 2 working days after request
• Urban (new connection with infrastructure and space capacity - within 5 working days after request
• Urban (new connection without infrastructure and space capacity - within 20 working days after request
• Major Rural with in-place - within 2 working days after request
• Major Rural (new connection with infrastructure and space capacity - within 10 working days after request
• Major Rural (new connection without infrastructure and space capacity - within 20 working days after request
• Minor Rural with in-place - within 2 working days after request
• Minor Rural (new connection with infrastructure and space capacity - within 10 working days after request
• Minor Rural (new connection without infrastructure and space capacity - within 20 working days after request
• Remote with in-place - within 2 working days after request
• Remote (new connection with infrastructure and space capacity - within 15 working days after request
• Remote (new connection without infrastructure and space capacity - within 20 working days after request

Fault Repairs

Urban - End of 1 full working day after the report of the issue

Major Rural - End of 2 full working day after the report of the issue

Minor Rural - End of 2 full working day after the report of the issue

Remote - End of 3 full working day after the report of the issue

CSG Compensation

If we fail to connect or restore your service within the period stipulated in the CSG Standard or on an agreed date, you may be eligible for a compensation of $14.52 (for residential/charity customers) or $24.20 (for business customers), for each working day that we miss, for the first five working days of delay. The succeeding working days of delay, maybe eligible for a compensation of $48.40.

If we fail to connect or restore only one Enhanced Call Handling Feature within the period stipulated in the CSG Standard or on an agreed date, you may be entitled to receive a compensation of $7.26 (for residential/charity customers) or $12.10 (for business customers) for each working day of delay. After the initial five working days of delay, you may be entitled to receive a CSG payment of $24.20 (for all customer types) for each additional working day of delay.

If we fail to connect or restore two or more Enhanced Call Handing Features within the period stipulated in the CSG Standard or on an agreed date, you may receive a CSG payment of $14.52 (for residential/charity customers) or $24.20 (for business customers), for each working day of delay. After the initial five working days of delay, you may be entitled to receive a CSG payment of $48.40 (for all customer types) for each additional working day of delay.

If an appointment is missed on a day that is not a day in relation to which you are entitled to receive a CSG payment in accordance with any of the above circumstances, you may be entitled to receive a CSG payment of $14.52 (for residential/charity customers) or $24.20 (for business customers) for each missed appointment.

CSG Standard does not apply on the following:

• When you accept a reasonable offer of an interim or alternative telephone service while waiting for your phone service to be connected or restored
• When you do not accept a reasonable offer of an interim or alternative telephone service while waiting for your phone service to be connected or restored
• Where the delay is caused by circumstances outside our and/or the wholesaler's control such as Mass Service Disruptions, natural disasters, and extreme whether conditions
• During public holidays
• Where you have more than 5 phone lines
• Where you agreed to waive your right to CSG eligibility (e.g. CSG waiver for NBN phone and VoIP services)
• Where you agreed to waive your right to CSG eligibility (e.g. CSG waiver for NBN phone and VoIP services)

Please visit the ACMA website if you would like to know more about the CSG Standard and related information.

Mass Service Disruptions to telephone services

For a list of current service disruptions please check the link below.