At EscapeNet we aim for Awesome Customer Service at all times and we also adhere to the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG)
The CSG Standard outlines the minimum performance standards for fixed-line telephone service customers and is issued by the Australian Communications and Media Authority (ACMA).
This means that for standard fixed line telephone services we have to meet minimum performance standards and if these standards are not met we have to provide customers with financial compensation.
The Customer Service Guarantee Standard covers the supply of a standard fixed line telephone service and applies to;
If we make certain special call-handling features such as; call waiting, call forwarding, call barring(not network related), calling number display and calling number display blocking available to you then they are covered by the CSG.
The Customer Service Guarantee Standard does not apply to customers who have more than five lines or to customer equipment or to fax faults.
The Customer Service Guarantee does not apply to Internet, VoIP or mobile phone services.
The time frame in which we can connect the service to you will depend on whether the connection in in-place or not. An in-place connection is one that was previously working and has been cancelled and is available to be activated by a telephone service provider at the local exchange without the need to visit the customer's premises. The table below lists the applicable time frames for this type of connection.
| Connection type | Community location | Community size (no. of people) | Connection time (after receipt of customer's application) |
|---|---|---|---|
| In-place connection | All | All | within 2 working days |
The location of premises will also determine the maximum timeframes for connections. Premises that are close to existing telecommunications infrastructure and the size of the population of the community where the service is located have the following timeframes.
| Connection type | Community location | Community size (no. of people) | Connection time (after receipt of customer's application) |
|---|---|---|---|
| No in-place connection (but close to available infrastructure) | Urban | Equal to or more than 10,000 people | 5 working days |
| Major rural | Between 2,500 and 10,000 people | within 10 working days | |
| Minor rural and remote | Up to 2,500 people | within 15 working days |
The location of premises that are not close to existing telecommunications infrastructure and the size of the population of the community where the service is located have the following timeframes.
| Connection type | Community location | Community size (no. of people) | Connection time (after receipt of customer's application) |
|---|---|---|---|
| No in-place connection (and not close to available infrastructure) | Urban | Equal to or more than 10,000 people | One calendar month |
| Major rural | Between 2,500 and 10,000 people | One calendar month | |
| Minor rural and remote | Up to 2,500 people | One calendar month |
Our aim is to provide awesome customer service and promptly repairing faults or service difficulties is important to us. Once reported by the customer the following timeframes exist for fault or service difficulty resolution.
| Community location | Community size (no. of people) | Repair time |
|---|---|---|
| Urban | Equal to or more than 10,000 people | End of next working day after report |
| Rural | Between 200 and 10,000 people | End of second working day after report* |
| Remote | Up to 200 people | End of third working day after report* |
* In certain circumstances (for example, where the fault can be repaired by us without attending the customer's premises), the fault repair period is the end of the next working day after report.
If a Fault report is placed after the close of business (5pm) on a business day or any time on a weekend or public holiday then they will be deemed to have been made on the first business day after the report.
If we make an appointment with a customer for connecting or repairing a service covered by this CSG, then the appointment period must be no longer than five hours. If a representative attending an appointment is having difficulties attending that appointment we will give the customer reasonable notice.
| Appointment period | Definition of missed appointment |
|---|---|
| Four hours or less | Technician does not attend within 15 minutes of the appointment period# |
| Between four and five hours | Technician does not attend within the appointment period# |
# An extra 45 minutes is allowed where the phone technician must travel long distances for an appointment at a premises in a community of under 2,500 people.
In certain circumstances, the CSG time frames do not apply.
Unless an exemption applies as listed above, we are required to pay compensation for each working day that connection or repairs are delayed beyond maximum CSG time frames or if we fail to keep an appointment. This compensation will be credited to your account. If you believe that a breach has occurred and we have not credited a CSG payment to you for that breach please contact us on 1300 135 235. The table below outlines the compensation for each situation:
| Customer type | Services delayed | Compensation for first 5 working days (per working day) | Compensation after first 5 working days (per working day) |
|---|---|---|---|
| Residential/ Charity | Connection or repair of standard telephone service | $14.52 | $48.40 |
| Connection or repair of enhanced call handling features to an existing service | $7.26 | $24.20 | |
| Connection or repair of two or more enhanced call handling features to an existing service | $14.52 | $48.40 | |
| Not keeping an appointment | $14.52 for each missed appointment | ||
| Business | Connection or repair of the standard telephone service | $24.20 | $48.40 |
| Connection or repair of enhanced call handling features to an existing service | $12.10 | $24.20 | |
| Connection or repair of two or more enhanced call handling features to an existing service | $24.20 | $48.40 | Not keeping an appointment | $24.20 for each missed appointment |
