The Telecommunications (Customer Service Guarantee) Standard 2011

At Escapenet we aim for Awesome Customer Service at all times and we also adhere to the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG)

The CSG Standard outlines the minimum performance standards for fixed-line telephone service customers and is issued by the Australian Communications and Media Authority (ACMA).


What the CSG covers

This means that for standard fixed line telephone services we have to meet minimum performance standards and if these standards are not met we have to provide customers with financial compensation.

The Customer Service Guarantee Standard covers the supply of a standard fixed line telephone service and applies to;

  • connection timeframes of the service
  • fault and repair timeframes
  • attending appointments with clients

If we make certain special call-handling features such as; call waiting, call forwarding, call barring(not network related), calling number display and calling number display blocking available to you then they are covered by the CSG.


What the CSG does not cover

The Customer Service Guarantee Standard does not apply to customers who have more than five lines or to customer equipment or to fax faults.

The Customer Service Guarantee does not apply to Internet, VoIP or mobile phone services.


Time frames in which services must be connected.

The time frame in which we can connect the service to you will depend on whether the connection in in-place or not. An in-place connection is one that was previously working and has been cancelled and is available to be activated by a telephone service provider at the local exchange without the need to visit the customer's premises. The table below lists the applicable time frames for this type of connection.

Maximum time frames for connecting an In-place connection

Connection type Community location Community size (no. of people) Connection time (after receipt of customer's application)
In-place connection All All within 2 working days

The location of premises will also determine the maximum timeframes for connections. Premises that are close to existing telecommunications infrastructure and the size of the population of the community where the service is located have the following timeframes.

Maximum time frames for connecting a Non in-place connection that is close to available infrastructure

Connection type Community location Community size (no. of people) Connection time (after receipt of customer's application)
No in-place connection (but close to available infrastructure) Urban Equal to or more than 10,000 people 5 working days
Major rural Between 2,500 and 10,000 people within 10 working days
Minor rural and remote Up to 2,500 people within 15 working days

The location of premises that are not close to existing telecommunications infrastructure and the size of the population of the community where the service is located have the following timeframes.


Maximum time frames for connecting services not readily accessible to available existing infrastructure

Connection type Community location Community size (no. of people) Connection time (after receipt of customer's application)
No in-place connection (and not close to available infrastructure) Urban Equal to or more than 10,000 people One calendar month
Major rural Between 2,500 and 10,000 people One calendar month
Minor rural and remote Up to 2,500 people One calendar month

Repairing faults

Our aim is to provide awesome customer service and promptly repairing faults or service difficulties is important to us. Once reported by the customer the following timeframes exist for fault or service difficulty resolution.


Maximum time frames for repairing faults

Community location Community size (no. of people) Repair time
Urban Equal to or more than 10,000 people End of next working day after report
Rural Between 200 and 10,000 people End of second working day after report*
Remote Up to 200 people End of third working day after report*

* In certain circumstances (for example, where the fault can be repaired by us without attending the customer's premises), the fault repair period is the end of the next working day after report.

If a Fault report is placed after the close of business (5pm) on a business day or any time on a weekend or public holiday then they will be deemed to have been made on the first business day after the report.


Appointments

If we make an appointment with a customer for connecting or repairing a service covered by this CSG, then the appointment period must be no longer than five hours. If a representative attending an appointment is having difficulties attending that appointment we will give the customer reasonable notice.


Criteria for missing appointments

Appointment period Definition of missed appointment
Four hours or less Technician does not attend within 15 minutes of the appointment period#
Between four and five hours Technician does not attend within the appointment period#

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


Situations where Customer Service Guarantee time frames do not apply

In certain circumstances, the CSG time frames do not apply.

  • Where there are circumstances beyond our control, such as when natural disasters or extreme weather conditions cause mass disruptions of services.
  • Where you have agreed to waive the Customer Service Guarantee
  • Where you accept our offer to supply an interim or an alternative service.
  • Where you refuse a reasonable offer of an interim or an alternative service.
  • Where we have given you reasonable notice of an upgrade or maintenance to facility or network.
  • If you fail to keep an appointment with us without giving 24 hours' notice
  • If you denied us access to your premises or do not co-operate with us.
  • VoIP service
  • Fax faults
  • Customer equipment
  • Customers with more than 5 lines
  • Internet Services
  • Mobile Phone Services

Compensation

Unless an exemption applies as listed above, we are required to pay compensation for each working day that connection or repairs are delayed beyond maximum CSG time frames or if we fail to keep an appointment. This compensation will be credited to your account. If you believe that a breach has occurred and we have not credited a CSG payment to you for that breach please contact us on 1300 135 235. The table below outlines the compensation for each situation:


Compensation levels

Customer type 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