Comply with Customer Service Guarantee (CSG) for standard phone services
Telstra + other carriers must meet CSG performance benchmarks for installations + faults.
Who must comply
Carriers + carriage service providers offering standard telephone services.
What triggers it
Providing residential / small business standard phone services.
When due
Continuous; quarterly performance reporting.
Evidence required
Performance data; compensation payments; ACMA reports.
Max penalty
Civil penalties + automatic customer compensation
Summary
The Telecommunications (Customer Service Guarantee) Standard 2011 sets maximum timeframes for installation, fault rectification + missed appointments for standard telephone services. Compensation payable to the customer for breaches. ACMA enforces; carriers report quarterly performance.
Enforced by
Source legislation
Industries
Topics
Related obligations
- CWLTHComply with Telecommunications Consumer Protections (TCP) CodeTelcos must comply with the binding TCP Code covering credit assessment, billing, complaint handling and unwelcome contact.
- CWLTHComply with the Reducing Scam Calls and Scam SMs Industry CodeCSPs must implement controls to detect, trace and block scam calls and SMs, including SMS Sender ID Register.
- CWLTHTelco data retention — 2 years (Part 5-1A Telecommunications Act)Carriers + CSPs must retain telco metadata for 2 years.
- CWLTHCustomer Service Guarantee (CSG)Standard telephone service providers face CSG financial penalties for missed connection + repair timeframes.
Frequently asked questions
- Who must comply with Customer Service Guarantee (CSG) for standard phone services?
- Carriers + carriage service providers offering standard telephone services.
- What triggers Customer Service Guarantee (CSG) for standard phone services?
- Providing residential / small business standard phone services.
- When is Customer Service Guarantee (CSG) for standard phone services due?
- Continuous; quarterly performance reporting.
- What is the maximum penalty for Customer Service Guarantee (CSG) for standard phone services?
- Civil penalties + automatic customer compensation
- What evidence is required for Customer Service Guarantee (CSG) for standard phone services?
- Performance data; compensation payments; ACMA reports.
Source: https://acma.gov.au/customer-service-guarantee-csg. Rules Mate is not a law firm. Always verify against the live regulator source before acting.