Customer Service Guarantee (CSG)
[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.
Why does Exetel request customers to waive the CSG?
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.
What are the various maximum time frames for the CSG to apply?
Various maximum time frames for the CSG to apply are given below.
- service issue rectification
- In urban areas it is the end of the next business day after service issue reporting.
- In rural areas it is the end of the 2nd business day after service issue reporting.
- New service connections where there is NO infrastructure
- In urban areas it is within 4 weeks.
- In rural areas it is within 26 weeks.
- New service connections where there is infrastructure
- 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 .
