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Customer Service Guarantee - CSG

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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.

 

NOTE: We are unable to excuse ourselves from paying CSG as we dont proactively notify our customers that there is a government approved CSG waiver in the local area.  As such, we must take all reasonable precautions to mitigate CSG costs (EG: Temporary service).

 

It should be noted that the CSG Standard does not apply to mobile phone and internet services. The CSG Standard also does not apply to customers who have more than five lines or customer equipment with more than five telephone lines.  Additionally, it does not apply on a local/state/country public holiday.

Situations where CSG timeframes do not apply


In certain circumstances, the CSG performance requirements do not apply to phone companies. These include situations where a customer accepts a phone company's offer to supply an interim or an alternative phone service or a customer refuses a reasonable offer of an interim or an alternative service. Phone companies are not required to meet CSG time frames—during the period of a claimed exemption—where there are circumstances beyond their control, such as when natural disasters or extreme weather conditions cause mass disruptions of services. Examples of extreme weather conditions defined under Schedule 3 of the CSG Standard include: large hail, heavy rainfall, flash flooding, hazardous winds, lightening, blizzards, tornadoes, large waves and storm tides.

 

NOTE: We are unable to excuse ourselves from paying CSG as we dont proactively notify our customers that there is a government approved CSG waiver in the local area.  As such, we must take all reasonable precautions to mitigate CSG costs (EG: Temporary service).

Compensation


A phone company must automatically pay the customer compensation for each working day that connections or repairs are delayed beyond maximum CSG time frames or if it fails to keep an appointment.

Public holidays are exempt from CSG (see end of email for public holidays which may affect a customer)

SEE: http://www.acma.gov.au/theACMA/customer-service-guarantee-for-phone-users-faqs

 

What are the maximum time frames for connecting a service?

The maximum time frame for the connection of a new CSG service depends on whether a service has been in place or not. If no service has been previously installed, the maximum time frame will depend on the distance of the site from telecommunications infrastructure and the size of the community in which it is located.

The following table outlines the maximum time frames where the site is readily accessible to infrastructure.

 

 

1. An in-place connection is a connection of a Standard Telephone Service at a site where a previous working service has been cancelled by the previous account holder and is available for automatic reconnection or reactivation without the need for Telstra to do any other connection work at the customer premises, the local telephone exchange, or any places in-between.

2. The legislated connection timeframe for a new connection with infrastructure and spare capacity in a Minor Rural location is 15 working days. Telstra has committed to a shortened timeframe of 10 working days in these circumstances.

Urban Equal to or more than 10,000 people
Major rural Between 2,500 and 10,000 people
Minor rural and Remote Up to 2,500 people

 

What are the maximum time-frames for repairing faults or service difficulties?

The maximum time frames for repairing faults depend on the location of the customer's premises and the type of fault that requires repair.

The following table outlines the maximum time frames for each situation.

Urban

Equal to or greater than 10,000 people

End of next working day

Rural

Between 10,000 and 200 people

End of second working day#

Remote

Up to 200 people

End of third working day#

Community

Community size (people)

Repair time (after customer reports the fault)

# In certain circumstances, for example, where the fault can be rectified by the phone company without attending the customer's premises, the fault rectification period is the end of the next working day after report.

 

What are the maximum time-frames for appointments?

Phone companies must meet certain time frames when making appointments with customers for connecting or repairing a CSG service. The appointment period must be no longer than five hours and the phone company must keep this appointment unless it provides the customer with reasonable notice of a change.

The following table outlines when an appointment is considered to have been missed.

Four hours or less

Phone company does not attend within 15 minutes of the appointment period*

Between four and five hours

Phone company does not attend within the appointment period*

Appointment period

Definition of a missed appointment

* An extra 45 minutes is allowed where the phone company must travel long distances for an appointment at premises in an area with a population equal to or less than 2,500 people

What compensation is available?

Phone companies must pay customers compensation for each working day that connections or fault rectifications are delayed beyond the maximum CSG time frames, or if they fail to keep an appointment.

The following table outlines the compensation payable in each situation:

Customer

Services delayed

Compensation for first
5 working days (per working day)

Compensation after
first 5 working days
(per working day)

Residential/
charity

Connection or repair of standard telephone service

$14.52

$48.40

Connection or repair of enhanced call handling features to an existing service

$7.26

$24.20

Connection or repair of two or more enhanced call handling features to an existing service

$14.52

$48.40

Not keeping an appointment

$14.52 for each missed appointment

 

Business

Connection or repair of the standard telephone service

$24.20

$48.40

Connection or repair of enhanced call handling features to an existing service

$12.10

$24.20

Connection or repair of two or more enhanced call handling features to an existing service

$24.20

$48.40

Not keeping an appointment

$24.20 for each missed appointment

 

 

Criteria for missing appointments


Appointment period

Definition of missed appointment

Four hours or less

Phone company does not attend within 15 minutes of the appointment period#

Between four and five hours

Phone company does not attend within the appointment period#

#    An extra 45 minutes is allowed where the phone company must travel long distances for an appointment at a premises in a community of under 2,500 people.

 

Public Holidays for all states of Australia:http://publicholidays.com.au/


2019 Public Holidays

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