Telecommunications (Customer Service Guarantee) Standard 2023made under sections 115, 117 and 120 of theTelecommunications (Consumer Protection and Service Standards) Act 1999Compilation No. 1Compilation date: 19 August 2026Includes amendments up to: F2026L01056Prepared by the Australian Communications and Media Authority, MelbourneAbout this compilationThis compilationThis is a compilation of the Telecommunications (Customer Service Guarantee) Standard 2023 that shows the text of the law as amended and in force on 19 August 2026 (the compilation date).The notes at the end of this compilation (the endnotes) include information about amending laws and the amendment history of provisions of the compiled law.Uncommenced amendmentsThe effect of uncommenced amendments is not shown in the text of the compiled law. The details of amendments made up to, but not commenced at, the compilation date are underlined in the endnotes. Any uncommenced amendments affecting the law are accessible on the Register (www.legislation.gov.au).Application, saving and transitional provisionsIf the operation of a provision or amendment of the compiled law is affected by an application, saving or transitional provision that is not included in this compilation, details are included in the endnotes.ModificationsIf the compiled law is modified by another law, the compiled law operates as modified but the modification does not amend the text of the law. Accordingly, this compilation does not show the text of the compiled law as modified. Any modifications affecting the law are accessible on the Register.Self-repealing provisionsIf a provision of the compiled law has been repealed in accordance with a provision of the law, details are included in the endnotes.ContentsPart 1—Preliminary1 Name3 Authority5 Repeal of this standard6 Definitions7 References to other instrumentsPart 2—Performance standards8 Arrangements with customers9 Information to be given to customers10 Cooperation of customers with carriage service providers11 Guaranteed maximum connection periods12 Arrangements about connection periods13 Application of Division 314 Guaranteed maximum rectification periods15 Sites to which subsection 14(3) or (4) applies16 Reports by carriage service providers of faults etc17 Arrangements about rectification periods18 Interpretation19 Making and changing appointments20 Criteria for determining whether an appointment is keptPart 3—Exemption from performance standards21 Supply of more than 5 eligible telephone services22 Maintenance and upgrades23 Credit standing of customers24 Circumstances beyond the control of carriage service providers25 Provisional exemption under section 2426 Notice to particular customers of provisional exemption under section 2427 General notice of exemptions28 Public notification29 Cessation of exemptions30 Review of circumstances of certain exemptions31 Temporary exemptionsPart 4—Damages32 Categories of contraventions and damagesPart 5—Waiver of protection and rights by customers33 Application34 Waivers35 Record keepingPart 6—Transitional arrangements36 Definitions for Part 637 Exemptions relied upon under 2011 CSG Standard38 General notice of exemptions under 2011 CSG Standard39 Contraventions and damages payable under 2011 CSG StandardSchedule 1 Guaranteed maximum connection periods — sites in close proximity to external plant facilitiesSchedule 2 Categories of contravention of performance standards and damages
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