The Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard) imposes a number of obligations upon carriage service providers (CSPs), which acts as a disincentive for CSPs to provide poor service in the provision and maintenance of standard telephone services (and certain enhanced call handling features) for residential and small business customers with five or fewer services.
The CSG Standard specifies time frames within which CSPs must connect telephone services, complete fault repairs and arrive for any associated appointments. If a CSP fails to meet a prescribed CSG Standard time frame, compensation may be payable to the customer.
If a CSP is unable to connect or repair a service within the time frames set out in the CSG Standard, it may offer a customer an interim or alternative service. The CSG Standard specifies that when a CSP offers an alternative service, it must also offer an interim service.
For more information, please see the ACMA's Customer Service Guarantee fact sheet.
Telstra
Since 2001, Telstra has been required to offer its customers access to an interim or alternative service when there is an extended delay in connecting or repairing their standard telephone service.
This requirement is specified in Telstra’s standard marketing plan, which describes how Telstra, as the primary universal service provider, will fulfil the universal service obligation (USO) across Australia.
The USO ensures reasonable and equitable access to standard telephone services and payphones for all people in Australia, including obligations to people with a disability and people with special needs.
The remainder of this fact sheet describes the terms and conditions under which Telstra must provide interim and alternative services, as outlined in its standard marketing plan.
What is an interim or alternative service?
The requirement to provide an interim or alternative service under the USO only applies to Telstra where a delay is expected in supplying a standard telephone service or repairing a fault to an existing standard telephone service.
Under the circumstances described below, Telstra must offer an interim service, but may elect to offer a choice between an interim or alternative service.
Interim Service
An interim service is a temporary telephone service (or for a customer with a disability, its equivalent), that is charged at the same rate or less than the customer’s usual standard telephone service. For example, a mobile or satellite service charged at standard telephone service rates.
Additional features, such as enhanced call handling features, and data or fax capabilities, may not be available under an interim service arrangement.
Alternative Service
An alternative service is a service which replaces your standard telephone service. It can take various forms, including call diversion to a mobile phone service or a second fixed-line telephone service. Note: Telstra is not obliged to charge standard telephone service rates for an alternative service. If you choose an alternative service, you may subsequently request an interim service (in place of the alternative service) at any time.
When am I eligible for an interim or alternative service?
Interim or alternative services are only offered under the following circumstances:
1. Inability to connect a service within 30 working days
When you request connection of your standard telephone service and Telstra cannot connect your service within 30 working days, Telstra must offer you an interim service (or a choice between an interim and an alternative service).
If you accept Telstra's offer within one working day of the offer being made, Telstra must make the interim or alternative service available to you within 30 working days of your request for connection of the standard telephone service.
Note: supply of an interim (or alternative) service will be delayed an additional working day for each extra working day you take to accept Telstra's offer.
2. Extended service faults
If your standard telephone service experiences a fault which results in your service not working properly, Telstra is required to repair your service once you have reported the fault to Telstra. If Telstra cannot rectify the fault within five working days, Telstra must offer you an interim service (or a choice between an interim or alternative service) within four working days of receiving your fault report.
If you accept Telstra's offer within one working day of the offer being made, it must make the interim or alternative service available to you within:
- six working days of receiving your fault report (in urban areas);
- seven working days of receiving your fault report (in major rural areas); or
- eight working days of receiving your fault report (in minor rural or remote areas).
Note: supply of an interim (or alternative) service will be delayed an additional working day for each extra working day you take to accept Telstra's offer.
3. Recurrent service faults
If your standard telephone service has been inoperative on three or more occasions, for a total period of 14 calendar days or more within the previous 12 months, at your request, Telstra must provide an interim service (or a choice between an interim or alternative service) within:
- two working days of receiving your fault report (in urban or major rural areas); or
- three working days of receiving your fault report (in minor rural and remote areas).
Note: you must initiate this process. That is, you must request and complete the relevant Telstra application form before Telstra is obliged to provide you with an interim (or alternative) service.
Telstra must continue to provide you with the interim (or alternative) service for the period that your standard telephone service remains inoperative, or for 14 calendar days (whichever is longer), unless you agree to a shorter period of time.
4. Service faults occurring after restoration
If you have previously been provided with an interim (or alternative) service for recurrent service fault(s) and your standard telephone service becomes inoperative again at any time within 12 months after its restoration, Telstra must again offer you an interim service (or a choice between an interim or alternative service) once you report the subsequent fault.
Where you accept Telstra's offer and have completed the relevant Telstra application form, Telstra must make the interim (or alternative) service available to you within:
- two working days of receiving your fault report (in urban or major rural areas); or
- three working days of receiving your fault report (in minor rural or remote areas).
Note: you must initiate this process. That is, you must request and complete the relevant Telstra application form before Telstra is obliged to provide you with an interim (or alternative) service.
Telstra must continue to provide you with the interim (or alternative) service for the period that your standard telephone service remains inoperative, or for 14 calendar days (whichever is longer), unless you agree to a shorter period of time
5. Inability to connect or repair a service as required by Telstra's priority assistance policy
If you are a priority customer (that is, you have a life-threatening medical condition) and Telstra cannot supply or repair your standard telephone service within the time frames specified in its Priority Assistance for Individuals Policy, Telstra must offer you the choice between an interim or alternative service.
For more information on priority assistance, please see the ACMA's Priority assistance-a rapid telephone connection and repair service fact sheet or visit Telstra’s website.
How does where I live affect how quickly I am supplied with an interim or alternative service?
Interim or alternative services will be supplied within different time frames depending on the geographic location of your home or business.
Geographic locations are defined as follows:
- Urban area—equal to or more than 10,000 people;
- Major rural area—equal to or more than 2,500 people, but less than 10,000 people;
- Minor rural area—equal to or more than 200 people, but less than 2,500 people; or
- Remote area—less than 200 people.
Telstra will be able to advise you of the relevant geographic location of your service.
How will I know whether an interim or alternative service is best for me?
When Telstra offers you a choice between an interim or alternative service, it must provide sufficient information about:
- the features and functionality of each service offered; and
- the terms and conditions of supply of each service, including price and connection time frames.
Based on the information provided by Telstra and your individual circumstances, it is then up to you to choose between accepting an interim or alternative service.
Remember, you are able to switch from an alternative service to an interim service at any time if you subsequently change your mind.
Is there a maximum time frame that an interim or alternative service can be supplied?
Telstra cannot supply an interim service for longer than six months from the date of your request. This time frame applies to all geographic locations; however, it may be extended with your agreement.
There is no maximum time frame that an alternative service can be supplied by Telstra.
If I am offered an interim or alternative service, am I still eligible for compensation under the Customer Service Guarantee?
Compensation under the CSG Standard is available for residential and small business customers (with five telephone lines or less) of all CSPs where prescribed connection, repair or appointment time frames are not met.
However, compensation under the CSG Standard is not payable from the date a customer receives an interim or alternative service.
In addition, customers may not be eligible for compensation (from the date of the CSP’s offer) if a reasonable offer of an interim or alternative service has been made by the CSP and the offer was refused by the customer.
Note: you may however, be entitled to compensation for CSG Standard breaches before the offer of an interim (or alternative) service was made.
For more information, please see the ACMA's Customer Service Guarantee fact sheet.
What can I do if I believe Telstra is not meeting its obligations?
If you believe you are entitled to an interim or alternative service but have not been offered one by Telstra, you should contact Telstra in the first instance to raise your concerns.
If you are dissatisfied with Telstra's response, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is a free, independent dispute resolution service for individuals (or small businesses) that have a complaint about their telephone or internet service which they are unable to resolve directly with their provider.
Complaints to the TIO can be lodged by email, phone, fax or mail.
Telecommunications Industry Ombudsman
Free call: 1800 062 058
TTY (free call): 1800 675 692
Fax (free call): 1800 630 614
Email: Online complaint form
Website: www.tio.com.au
PO Box 276, Collins Street, West VIC 8007
More information
For more information about the USO or the CSG Standard, please email the ACMA's Industry Monitoring Section or call (03) 9963 6800.
The ACMA also has fact sheets on a range of other topics.
Please note: this document is intended as a guide only and should not be relied on as legal advice or regarded as a substitute for legal advice in individual cases.
