Who has to provide reports
Qualifying CSPs (QCSPs) have to report to us. You are a QCSP if you:
- supply more than 100,000 CSG services on the last day of the financial year
- are not exempt from the CSG standards for those services
Purpose of the compliance report
When you report to us, this shows you meet the Telecommunications (Customer Service Guarantee) Recordkeeping Rules 2011.
We use this information to:
- check you meet the performance benchmarks in the Telecommunications (Customer Service Guarantee - Retail Performance Benchmarks) Instrument (No. 1) 2011
- meet the rules on what we must do as the regulator
We report on recordkeeping and performance benchmarks to the Minister.
Performance benchmarks
The minister sets the minimum performance benchmarks in the CSG Standard.
QCSPs must meet the CSG Standard for 90% of:
- new connections
- in-place connections
- fault fixes
- customer appointments
The benchmarks apply to QCSPs that meet the following thresholds in the financial year of the reporting period:
- 10,000 CSG services or more in urban areas
- 1000 CSG services or more in major rural areas
- 1000 CSG services or more in minor rural areas
- 1000 CSG services or more in rural areas
- 500 CSG services or more in remote areas
What you must do
If you are a QCSP, you must:
- keep records of your how you comply with the Telecommunications (Customer Service Guarantee) Standard 2011 and its benchmarks
- submit your compliance report to us, following the rules in the Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2011
The compliance report must cover the 12 months that end on 30 June.
Submit your compliance report
You must give us your reports within 40 working days after 30 June. We can agree in writing to a different deadline.
Submit the report to us in print and electronic formats to CSGRecordKeepingRules@acma.gov.au.
How we enforce the rules
If you don't meet the benchmark you are breaking section 530 of the Telecommunications Act 1997. We may:
- give you a formal warning
- tell you to take remedial action
- issue an infringement notice
- start civil penalty proceedings
The Minister sets the penalty for infringement notices. The amount depends on how far your performance is from the benchmark.
If you submit an incorrect record, this is an offence and we can fine you.
Read more about infringement notices.