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How to meet the Customer Service Guarantee Standard

The Customer Service Guarantee Standard protects residential and small business customers. It sets the level of service that landline customers can expect.

Telcos have to meet the Telecommunications (Customer Service Guarantee) Standard 2011. If you do not, you have to compensate customers.

The standard sets the timeframes for you to:

  • connect standard phone services
  • repair standard phone services
  • attend appointments with customers

It also states what you have to pay customers if you miss these timeframes.

You must give new and existing customers written information about:

  • their entitlements
  • your obligations

You may be able to apply to be exempt from meeting the CSG.

You may need to submit recordkeeping reports to us if you are a qualifying CSP.

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