The ACMA

Carriers and service providers

Obligations

About the Customer Service Guarantee

The Customer Service Guarantee (CSG) Standard protects residential and small business customers from poor telephone service. This page describes what the CSG is and how it works, and links to related standards and more information.

The Customer Service Guarantee

Under the CSG, carriage service providers (CSPs) are required to meet performance standards and provide customers with financial compensation when these standards are not met.

The CSG Standard specifies time frames for the connection of specified services, the repair of faults and the attendance of appointments by service providers. Customers are entitled to compensation if these time frames are not met.

CSPs are required to inform customers about their rights under the CSG Standard. New and existing customers must be provided with written information about their entitlements and the provider's obligations.

On 10 March 2011, the Australian Communications and Media Authority (the ACMA) made the Telecommunications (Customer Service Guarantee) Standard 2011. The Standard was further amended in October 2011 to incorporate minor changes to the waiver provisions.

The Customer Services Guarantee Standard 2011

The ACMA made the Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) on 6 July 2000. That Standard was amended in 2001, 2004 and 2006.

Customer Service Guarantee Amendment Standard 2006

The Telecommunications (Customer Service Guarantee) Amendment Standard 2006 (No. 1) commenced on 31 October 2006.

Customer Service Guarantee Amendment Standard 2004

The Telecommunications (Customer Service Guarantee) Amendment Standard 2004 (No. 1) commenced on 18 February 2004. The ACMA developed the Amendment Standard in accordance with a direction from the (then) Minister of Communications, Information Technology and the Arts.

Customer Service Guarantee Amendment Standard 2001

The Telecommunications (Customer Service Guarantee) Amendment Standard 2001 (No. 1) commenced on 27 September 2001. The ACMA developed the Amendment Standard in accordance with a direction from the (then) Minister of Communications, Information Technology and the Arts.

Temporary exemption scheme

The Temporary Exemption Scheme (the Scheme) was introduced by the Telecommunications (Customer Service Guarantee) Amendment Standard 2004 (No. 1) in accordance with a formal direction from the (then) Minister for Communications, Information Technology and the Arts.

The Scheme is intended to encourage market competition for standard telephone services by enabling a carriage service provider (CSP) with a small CSG service market share in a geographic area to apply for a temporary exemption from compliance with CSG performance standards in that area.

CSPs that are not a primary universal service provider can make an application under the Scheme. The ACMA may grant an exemption for a period of up to five years, and it may be renewed.

To assist CSPs wishing to make an application under the Scheme, an application form and industry guidelines have been developed. These can be downloaded from the link below.

Further information

For further information regarding the CSG Standard or the Temporary Exemption Scheme, please contact the ACMA's Customer Service Centre on 1300 850 115 or info@acma.gov.au.

Last updated: 20 November 2015

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