Difference between revisions of "Customer Service Guarantee (CSG)"

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(What are the various maximum time frames for the CSG to apply?)
 
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==CSG Waiver==
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[As Exetel requests a waiver of all rights for compensation under the CSG Standard, this information is for your knowledge only and not applicable to any Exetel service.]
  
The Customer Service Guarantee (CSG) is legislation imposed by the Federal Government in conjunction with the Australian Communications and Media Authority (ACMA). Retail telecommunications carriers must comply (otherwise compensation is payable) with standards in relation to :
 
  
* The period taken to connect a new service (not a port or churn)
 
* The period taken to rectify a service issue
 
* The keeping of an appointment to connect or repair a service
 
* The connection of enhanced call features
 
  
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==What is the Customer Service Guarantee?==
  
==Why does Exetel request customers to waive the CSG?==
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The Customer Service Guarantee (CSG) is a standard designed to encourage service improvement and guard against poor service.
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Phone companies must meet minimum performance requirements for specified services and compensate customers when these are not met.
  
While Exetel will do everything possible to comply with the timeframes below, it is only able to offer the ADSL2/Voice bundle at the low charges if customers waive the various rights that are specified in the Telecommunications Act. You should also be fully aware that Exetel is subject to any Optus constraints and limitations.
 
  
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==Which services are covered by the Customer Service Guarantee Standard?==
  
==What are the various maximum time frames for the CSG to apply?==
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The CSG Standard covers the supply of standard telephone services, including voice grade services used to connect to the Internet or for a facsimile machine. Enhanced call-handling features that require activation by a phone company are also covered, including call waiting, call forwarding, call barring, calling number display and calling number display blocking. These services are commonly referred to as CSG services.
  
Various maximum time frames for the CSG to apply are given below.
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Usually applicable to the CSG Standard are:
  
* service issue rectification
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connection of a CSG service;
** In urban areas it is the end of the next business day after service issue reporting.
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repair of a fault or service difficulty; and
** In rural areas it is the end of the 2nd business day after service issue reporting.
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attending appointments with customer
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For more information on CSG, please refer http://www.acma.gov.au/theACMA/customer-service-guarantee-for-phone-users-faqs
  
  
* New service connections where there is NO infrastructure
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==Why does Exetel request customers to waive the CSG?==
** In urban areas it is within 4 weeks.
 
** In rural areas it is within 26 weeks.
 
  
* New service connections where there is infrastructure
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While Exetel will do everything possible to comply with the CSG timeframes, it is only able to offer the ADSL2/Voice bundle at the low charges if customers waive the various rights that are specified in the Telecommunications Act. You should also be fully aware that Exetel is subject to any Optus constraints and limitations.  
**In place connection, 2 business days.
 
**In place connection in urban areas, within 5 business days.
 
** Not in place connection in rural areas, within 10 business days.
 
  
  
In these special cases, we can process these as 'churn' requests. This generally takes approximately two business days to complete. You should remain connected to your current ADSL/ADSL 2 service (If you indeed have a service on the same infrastructure) until the churn is complete .
 
  
  
 
[[Category:ADSL]]
 
[[Category:ADSL]]
 
[[Category:Telephone Services]]
 
[[Category:Telephone Services]]

Latest revision as of 02:41, 25 October 2013



[As Exetel requests a waiver of all rights for compensation under the CSG Standard, this information is for your knowledge only and not applicable to any Exetel service.]


What is the Customer Service Guarantee?

The Customer Service Guarantee (CSG) is a standard designed to encourage service improvement and guard against poor service. Phone companies must meet minimum performance requirements for specified services and compensate customers when these are not met.


Which services are covered by the Customer Service Guarantee Standard?

The CSG Standard covers the supply of standard telephone services, including voice grade services used to connect to the Internet or for a facsimile machine. Enhanced call-handling features that require activation by a phone company are also covered, including call waiting, call forwarding, call barring, calling number display and calling number display blocking. These services are commonly referred to as CSG services.

Usually applicable to the CSG Standard are:

connection of a CSG service; repair of a fault or service difficulty; and attending appointments with customer For more information on CSG, please refer http://www.acma.gov.au/theACMA/customer-service-guarantee-for-phone-users-faqs


Why does Exetel request customers to waive the CSG?

While Exetel will do everything possible to comply with the CSG timeframes, it is only able to offer the ADSL2/Voice bundle at the low charges if customers waive the various rights that are specified in the Telecommunications Act. You should also be fully aware that Exetel is subject to any Optus constraints and limitations.