Customer Service Guarantee

Customer Service Guarantee v1.0 070610
CCS COMMUNICATIONS
Customer Service Guarantee for Standard Telephone Services
CCS COMMUNICATIONS is committed to achieving customer service excellence. CCS COMMUNICATIONS complies with
the legislated requirements outlined in the Telecommunications (Customer Service Guarantee) Standard 2000 (“The CSG
Standard”) and issued by the Australian Communications and Media Authority (ACMA).
The CSG Standard specifies certain requirements to which service providers such as CCS COMMUNICATIONS and its
suppliers must adhere in relation to the provision and repair of Standard Telephone Services and appointments related to
these activities.
What types of services are covered by the CSG standard?
The CSG Standard applies to all telephone companies offering fixed line services and covers the Standard Telephone
Service (STS) and five specified Enhanced Call Handling Features.
These features are:
Call Waiting – enabling a customer to receive a second call on a telephone service while engaged on a call;
Call Forwarding – causing a call directed to a number to be redirected to a stored number;
Call Barring/Control – enabling a customer to control access to some, or all, network numbers before a call is
established (this does not include network barring arrangements);
Calling Number Display – enabling a customer to identify the number of a calling party; and
Calling Number Display Blocking – enabling a customer to prevent the display of his or her number to a called
party.
The CSG Standard applies to Residential and Small Business Customers with no more than five Standard Telephone
Services. A customer does not include a carrier or a carriage service provider.
The CSG Standard covers:
• connections and fault repairs of Standard Telephone Services and the five specified Enhanced Call Handling
Features; and
• appointments related to these activities.
For connections, Standard Telephone Services are eligible regardless of what type of associated service is connected at the
end of the service (e.g. internet or fax).
However, for repairs, only voice telephony faults are covered. This means that non-voice faults such as internet access or
fax faults are not covered by the CSG Standard.
What types of services are not covered by the CSG Standard?
The CSG Standard does not apply to data products, customer premises equipment, customer cabling, payphones,
sophisticated business-oriented services, corporate virtual private networks, satellite services and mobile services. It also
does not apply to activities past the network boundary point (NBP), namely, beyond the first telephone socket, the
network termination device (NTD) or the main distribution frame (MDF) where applicable.
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When does the CSG Standard not apply?
The CSG Standard does not apply in certain circumstances, including the following:
• When CCS COMMUNICATIONS or its supplier is required to undertake maintenance or upgrading of a facility or
network that is used to supply any given service and CCS COMMUNICATIONS has given reasonable notice;
• Where delays are due to circumstances outside CCS COMMUNICATIONS or our supplier’s control such as:
damages to CCS COMMUNICATIONS or our supplier’s facilities by a third party; natural disasters or extreme
weather conditions (e.g. bushfire, flood, cyclones etc.), or
• Where delays are caused by CCS COMMUNICATIONS or our supplier needing to move staff or equipment to an
area affected by circumstances beyond the control of CCS COMMUNICATIONS or our supplier, or
• Where CCS COMMUNICATIONS or our supplier is unable to obtain lawful access to land or a facility and where
CCS COMMUNICATIONS or our supplier is required to comply with any law of the Commonwealth, State, Territory
or Local Government;
• Where a missed appointment occurs over a period of connection or repair delay for which a CSG liability already
applies;
• Where you are connected by another carriage service provider to a Stan dard Telephone Service and request CCS
COMMUNICATIONS to supply that service, the CSG Standard does not apply in respect of the connection
timeframe;
• Where you have agreed to waive your right to CSG eligibility under the CSG Standard;
• Where Enhanced Call Handling Features are not available due to existing network limitations;
• Where you are able to activate the Enhanced Call Handling Features from your telephone handset or customer
equipment;
• Where you request connection of your telephone service and we have reasonable grounds for believing that you
would be unable or unwilling to pay the charges for connection or use of the service, or
• If you were disconnected for non-payment of a charge and we have not reached agreement for the payment of
that charge;
• If you unreasonably withhold agreement to an appointment offered by CCS COMMUNICATIONS or its supplier;
• If you fail to keep an appointment with CCS COMMUNICATIONS or our supplier without giving us at least 24 hours
notice.
The guaranteed connection time frames as set out in the CSG Standard.
CCS COMMUNICATIONS aims to connect your Standard Telephone Service and specified Enhanced Call Handling Features
within time frames consistent with the CSG Standard. These time frames are based on the service location and the
availability of telecommunications infrastructure and spare capacity CCS COMMUNICATIONS or its supplier can use to
connect your service (see table below). Infrastructure refers to systems and facilities used in the provision of
telecommunications services. It includes: radio distribution systems, network cables and lead-in cables to the customer
premises.
Where CCS COMMUNICATIONS envisages a delay in supplying you with a Standard Telephone Service, we will notify you in
writing of the reason for the delay and the expected time frame for completion of any infrastructure upgrade. We will also
offer an alternative service arrangement such as a call diversion to a mobile or fixed telephone service.
You may be entitled to a CSG payment for every working day of delay beyond an agreed connection date. Please refer to
”How much does CCS COMMUNICATIONS pay?” for more details.
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CCS COMMUNICATIONS will apply the “guaranteed maximum connection periods“ set out below.
Service location In-place connection New connection with
infrastructure and spare
capacity
New connection without
infrastructure or spare capacity
Urban Within 2 working days after
request
Within 5 working days after
request
Within 20 working days
(equivalent to 1 month) after
request
Major Rural Within 2 working days after
request
Within 10 working days
after request
Within 20 working days
(equivalent to 1 month) after
request
Minor Rural Within 2 working days after
request
Within 15 working days
after request
Within 20 working days
(equivalent to 1 month) after
request
Remote Within 2 working days after
request
Within 15 working days
after request
Within 20 working days
(equivalent to 1 month) after
request
Please Note: An in-place connection is a connection of a Standard Telephone Service at a site where a previous working service has been cancelled by
the previous account holder and is available for automatic reconnection or reactivation without the need for the service provider to do any other
connection work at the customer premises, the local telephone exchange, or any places in between.
Customer service locations (definition)
The various demographic categories as outlined under the CSG Standard are:
Service location category Demographic size
Urban Township/community grouping of 10,000 people or more
Major Rural Township/community grouping of more than 2,500 people
but less than 10,000 people
Minor Rural Township/community grouping of 201 people or more but
not more than 2,500 people within a standard zone
Remote Township/community grouping of less than 200 people or
township/community grouping located outside a standard
zone
The guaranteed maximum fault repair periods specified by the CSG Standard.
CCS COMMUNICATIONS aims to repair faults or service difficulties on your Standard Telephone Service and specified
Enhanced Call Handling Features within time frames consistent with the CSG Standard. Please note that the CSG Standard
does not cover non-voice faults or service difficulties such as modem and fax dropouts.
We will repair faults and service difficulties within specified time periods based on the service location (see table).
Where CCS COMMUNICATIONS envisages a delay in repairing your Standard Telephone Service, we will notify you in
writing of the reason for the delay and the expected time frame for completion of any infrastructure upgrade. We will a lso
offer an alternative service arrangement such as a call diversion to a mobile or fixed telephone service.
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You may be entitled to a CSG payment for every working day of delay beyond an agreed repair date. Please refer to “How
much does CCS COMMUNICATIONS pay?“ for more details.
CCS COMMUNICATIONS will apply the “guaranteed maximum fault repair periods“ set out below.
Service location Time for repair
Urban End of one full working day after report
Major Rural End of two full working days after report
Minor Rural End of two full working days after report
Remote End of three full working days after report
Please Note: The time for repair relating to ”end of one full working day after report” applies to all service locations where the fault occurs due to an
administrative error by the telephone company, or if the fault can be rectified without the telephone company attending customer premises or
undertaking internal or external plant work.
Appointments
CCS COMMUNICATIONS aims to keep agreed appointments in relation to connection and repair of your Standard
Telephone Service and specified Enhanced Call Handling Features.
If CCS COMMUNICATIONS fails to keep an agreed appointment, you may be entitled to receive a CSG payment for a
missed appointment. A new appointment may have to be arranged.
If an appointment time or location is changed either by you or by CCS COMMUNICATIONS or its supplier with reasonable
notice of at least 24 hours, or by agreement, you are not entitled to receive a CSG payment.
For appointments, the CSG Standard allows the following grace periods as shown:
Service location Appointment period Grace period
All Locations Less than or equal to 4 hours 15 minutes
Urban and Major Rural Greater than 4 hours and less than or
equal to 5 hours
None
Minor Rural and Remote Greater than 4 hours and less than or
equal to 5 hours
45 minutes
Please Note: The grace period is extended to 45 minutes, where there is a need to travel a long distance, such as in the
case of Minor Rural and Remote locations.
Notifying CCS COMMUNICATIONS
When requesting a connection or reporting a fault, customers are required to contact CCS COMMUNICATIONS by 5pm on
a working day for the specified connection and fault time frames to apply from that day. Customer requests received after
this time will be taken to have been received the following working day.
A working day is a day that is not a Saturday, a Sunday or a public holiday in the customer service area.
How much does CCS COMMUNICATIONS pay?
There is no need for you to contact CCS COMMUNICATIONS to lodge a claim for CSG. If CCS COMMUNICATIONS fails to
meet its obligations under the CSG Standard we will credit your account, no later than 16 weeks after your Standard
Telephone Service is connected or the fault is repaired. You may request a refund from any credit balance that may
appear on an invoice following our payment of the CSG.
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For connection, repair and appointment liability incurred on or after 31 October 2006, CCS COMMUNICATIONS is liable to
make a CSG payment to you in accordance with the CSG Standard in the following circumstances:
• If we fail to connect or repair your service within the specified time period or on an agreed date, you may be entitled to
receive a CSG payment of $14.52 (for residential/charity customers) or $24.20 (for business customers), for each working
day that we miss, for the first five working days of delay. After the initial five working days of delay, you may be entitled to
receive a CSG payment of $48.40 (for all customer types) per additional working day of delay.
• If only one Enhanced Call Handling Feature is not connected or repaired within the specified time period or on an agreed
date, you may be entitled to receive a CSG payment of $7.26 (for residential/charity customers) or $12.10 (for business
customers) for each working day of delay. After the initial five working days of delay, you may be entitled to receive a CSG
payment of $24.20 (for all customer types) for each additional working day of delay.
• If two or more Enhanced Call Handing Features are not connected or repaired within the specified time period or on an
agreed date, you may receive a CSG payment of $14.52 (for residential/charity customers) or $24.20 (for business
customers), for each working day of delay. After the initial five working days of delay, you may be entitled to receive a CSG
payment of $48.40 (for all customer types) for each additional working day of delay.
• If an appointment is missed on a day that is not a day in relation to which you are entitled to receive a CSG payment in
accordance with any of the above circumstances, you may be entitled to receive a CSG payment of $14.52 (for
residential/charity customers) or $24.20 (for business customers), for each missed appointment.
• The maximum CSG amount payable under the CSG Standard is $25,000.
• The Goods and Services Tax (GST) introduced on 1 July 2000 does not apply to CSG payments.
How to contact CCS COMMUNICATIONS
To make a service guarantee enquiry in relation to the connection or fault repair of your Standard Telephone Service,
including a missed appointment, please call CCS COMMUNICATIONS Customer Service.