The following information outlines key features of the Customer Service Guarantee (CSG) Standard and the safeguards it provides for Westnet's full service telephone customers. The CSG performance requirements (as amended) apply to carriage service provider performance from 18 February 2004. Further information can be found on the Australian Communications & Media Authority website.

The Customer Service Guarantee
The object of the CSG Standard is to encourage improvements in service and guard against poor service. It requires telephone companies to meet minimum performance requirements and to provide customers with financial compensation when these are not met.

Services covered by the CSG
The CSG Standard covers the supply of standard fixed line telephone services, including voice grade services and services used to access the internet or for facsimile machines.

Certain special call-handling features, when activated by a telephone company, are also covered by the CSG, including call waiting, call forwarding, call barring, calling number display and calling number display blocking.

The CSG Standard does not apply to customers who have more than five lines or customer equipment with more than five telephone lines. Mobile phone services are not covered by the CSG.

Maximum time frames for connecting services
The maximum time frame under the CSG for connecting a new service depends on whether the service is 'in-place' or not. Maximum time frames also depend on whether the premises are close to existing telecommunications cabling and the size of the population of the community where the service is located. Table 1 outlines the maximum time frames for connections:

Table 1

+ If a customer's phone company makes a commitment to connect in less time than outlined in the above table, the reduced period becomes the connection time.

Maximum time frames for repairing faults
Once reported, faults must be repaired within the time frames in Table 2:

Table 2

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

Maximum time frames for appointments
If a phone company gives a customer an appointment for connecting or repairing a service then the appointment period must be no longer than five hours. The phone company must keep this appointment unless it gives the customer reasonable notice. Table 3 outlines when appointments are officially missed:

Table 3

# 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.

Situations where CSG time frames do not apply
Phone companies are not required to meet CSG timeframes where there are circumstances beyond their control, such as when natural disasters or extreme weather conditions cause mass disruptions of services.

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. Table 4 outlines the compensation for each situation:

Table 4

Customer Service Guarantee 2000 (No. 2)

Submitting a Claim for Compensation

Should a fault be lodged with your full service telephone product from Westnet and you are eligible for a CSG payment, as outlined in the above tables, compensation will be applied automatically to your Westnet account at the end of the calendar month once the fault has been rectified. The CSG payment will appear on your Westnet phone bill.

If you believe that you were entitled to a CSG payment, which has not appeared on your Westnet phone bill, please contact the Westnet Accounts Team on 1300 855 006.

If you would like to enquire about an outstanding fault currently lodged with your full service telephone product, please contact the Westnet Technical Support Team on 1300 786 068.
Additional Information