Customer Service Guarantee (CSG)
Standard telephone service providers face CSG financial penalties for missed connection + repair timeframes.
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Who must comply
Standard telephone service providers + carriers.
What triggers it
Connection request + fault notification.
When due
Per CSG standard timeframes.
Evidence required
Connection + repair records + customer remediation.
Max penalty
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Summary
Telecommunications (Customer Service Guarantee) Standard 2011. Specifies connection + fault repair maximum timeframes by area + density. Financial penalties payable to customer for missed timeframes.
Enforced by
Source legislation
Topics
telecommunicationsconsumer-protection
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.
- CWLTHConsumer Credit Hardship Notice (NCC ss 72-73)Credit providers must respond to hardship notice + assess variation request.
- CWLTHHold AER authorisation as energy retailerSelling electricity or gas to small customers requires AER retailer authorisation.
- CWLTHDesign and Distribution Obligations (DDO) — RG 274Issuers + distributors of retail financial products bound by DDO from 5 October 2021.
- 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.
- CWLTHComply with Customer Service Guarantee (CSG) for standard phone servicesTelstra + other carriers must meet CSG performance benchmarks for installations + faults.
Frequently asked questions
- Who must comply with Customer Service Guarantee (CSG)?
- Standard telephone service providers + carriers.
- What triggers Customer Service Guarantee (CSG)?
- Connection request + fault notification.
- When is Customer Service Guarantee (CSG) due?
- Per CSG standard timeframes.
- What evidence is required for Customer Service Guarantee (CSG)?
- Connection + repair records + customer remediation.
Source: https://acma.gov.au/customer-service-guarantee. Rules Mate is not a law firm. Always verify against the live regulator source before acting.