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
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.