Federal Register of Legislation
Telecommunications (Customer Service Guarantee) Standard 2023
The Australian Communications and Media Authority makes the following standard under sections 115, 117 and 120 of the Telecommunications (Consumer Protection and Service Standards) Act 1999.
Dated: 28 August 2023 Adam Suckling [signed] Member
Creina Chapman [signed] Member/General Manager
Australian Communications and Media Authority
Contents Part 1—Preliminary 1 Name 2 Commencement 3 Authority 4 Repeal of the Telecommunications (Customer Service Guarantee) Standard 2011 5 Repeal of this standard 6 Definitions 7 References to other instruments Part 2—Performance standards 8 Arrangements with customers 9 Information to be given to customers 10 Cooperation of customers with carriage service providers 11 Guaranteed maximum connection periods 12 Arrangements about connection periods 13 Application of Division 3 14 Guaranteed maximum rectification periods 15 Sites to which subsection 14(3) or (4) applies 16 Reports by carriage service providers of faults etc 17 Arrangements about rectification periods 18 Interpretation 19 Making and changing appointments 20 Criteria for determining whether an appointment is kept Part 3—Exemption from performance standards 21 Supply of more than 5 eligible telephone services 22 Maintenance and upgrades 23 Credit standing of customers 24 Circumstances beyond the control of carriage service providers 25 Provisional exemption under section 24 26 Notice to particular customers of provisional exemption under section 24 27 General notice of exemptions 28 Public notification 29 Cessation of exemptions 30 Review of circumstances of certain exemptions 31 Temporary exemptions Part 4—Damages 32 Categories of contraventions and damages Part 5—Waiver of protection and rights by customers 33 Application 34 Waivers 35 Record keeping Part 6—Transitional arrangements 36 Definitions for Part 6 37 Exemptions relied upon under 2011 CSG Standard 38 General notice of exemptions under 2011 CSG Standard 39 Contraventions and damages payable under 2011 CSG Standard Schedule 1 Guaranteed maximum connection periods — sites in close proximity to external plant facilities Schedule 2 Categories of contravention of performance standards and damages
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