Telcos have to meet the Telecommunications (Customer Service Guarantee) Standard 2011. If you do not, you have to compensate customers.
The standard sets the timeframes for you to:
- connect standard phone services
- repair standard phone services
- attend appointments with customers
It also states what you have to pay customers if you miss these timeframes.
You must give new and existing customers written information about:
- their entitlements
- your obligations
You may be able to apply to be exempt from meeting the CSG.
You may need to submit recordkeeping reports to us if you are a qualifying CSP.