| 1 |
What is the Trinity Telecom Customer Service Guarantee? |
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| 1.1 |
The Telecommunications Customer Service Guarantee Standard (CSG) sets minimum performance
standards for the installation and repair of services. Set out in the tables below are the time frames in
which Trinity Telecom is required by the CSG to action requests for: |
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| (i) |
connections of a standard telephone |
| (ii) |
service or an enhanced call handling features; |
| (iii) |
repair of faults or service difficulties; and |
| (iv) |
making and attending appointments with customers and advising the length of the
appointment 'window'. |
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| 1.2 |
Trinity Telecom may have to provide you with financial compensation if these time frames are not met.
Where you have nominated in your Application to waive in whole or part your CSG rights in relation to
certain Voice Services then Trinity Telecom are not obliged to provide you with the CSG. |
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| 2 |
Who does our CSG apply to? |
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| 2.1 |
The CSG applies to full service Trinity Telecom customers with 5 or less Standard Telephone Services. |
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| 2.2 |
The CSG applies to Trinity Telecom full service customers who are currently being billed for line rental by
Trinity Telecom. It covers the standard PSTN telephone service and the following enhanced calling
features: |
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| (i) |
Call waiting; |
| (ii) |
Call forwarding; |
| (iii) |
Call barring (but not barring on the Trinity Telecom Long Distance network); |
| (iv) |
Calling number display; and |
| (v) |
Calling number display blocking. |
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| 3 |
When does the Trinity Telecom CSG not apply? |
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| 3.1 |
The CSG does not apply to mobile services, customer equipment, Internet services, long distance only
services, inbound services or to customers who have more than five standard telephone services. |
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| 3.2 |
The CSG may not apply where there are unforeseen circumstances beyond the control of Trinity Telecom
such as when natural disasters or extreme weather conditions cause mass service disruptions. |
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| 3.3 |
The CSG may also not apply where a customer has not co-operated or denied access to his or her
premises and this has contributed to the delay in service delivery. |
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| 3.4 |
The CSG may not apply to connection of a service if a customer is legally required to pay Trinity Telecom a
charge for connection or use of a service provided by Trinity Telecom, and Trinity Telecom has reasonable
grounds to believe that the customer would be unable or unwilling to pay such charges. |
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| 3.5 |
The CSG may not apply to connection of a service if the customer has been disconnected for not paying a
charge when due and we have not agreed on payment of the charge. |
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| 3.6 |
The CSG may not apply in certain situations where our non-compliance with performance standards is a
result of maintenance or upgrading of a facility or network and we have given you reasonable notice. |
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| 4 |
New Service Connections and Relocations |
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| 4.1 |
In-place Connections*
All sites where available |
Connections Timeframe
Within 2 working days after a customers application |
| 4.2 |
Close to Available Cabling
Urban Area
(Community of more than 10000 people) |
Infrastructure Connection Timeframe
Within 5 working days after a customers application |
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Major Rural Area
(Community of 2500-10000 people) |
Within 10 working days after a customers application |
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Minor Rural Area
(Community of 200-2500 people) |
Within 15 working days after a customers application |
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Remote Area
(Community of less than 200 people) |
Within 15 working days after a customers application |
| 4.3 |
Not Close to Available Cabling
Urban Area
(Community of more than 10000 people) |
Infrastructure Connection Timeframe
Within 1 month after a customers application |
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Major Rural Area
(Community of 2500-10000 people) |
Within 1 month after a customers application |
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Minor Rural Area
(Community of 200-2500 people) |
Within 6 months after a customers application |
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Remote Area
(Community of less than 200 people) |
Within 6 months after a customers application |
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*An in-place connection is where a useable in-place is available the connection requires exchange work
only and a tech appointment is not required |
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| 5 |
Faults or Service Difficulties |
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| 5.1 |
Location
Urban Area
(Community of more than 10000 people) |
Time for Repair*
End of next working day after report |
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Major Rural Area
(Community of 2500-10000 people) |
End of second working day after report |
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Minor Rural Area
(Community of 200-2500 people) |
End of second working day after report |
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Remote Area
(Community of less than 200 people) |
End of third working day after report |
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* Please note that any faults reported on public holidays, weekends or after 5pm on a working day are
considered under CSG as reported at commencement of the following working day # Where the fault
occurs due to an administrative error by the telephone company, or if the fault can be rectified without the
telephone company attending customer premises, or undertaking internal or external plant work, the time
for repair for all service locations is the 'end of next working day after report'. In all other cases, time for repair is as set out in the above table. |
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| 6. |
The CSG Standard defines a fault or service difficulty as one or more of the following: |
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| (i) |
the absence of a dial or ring tone; |
| (ii) |
the inability to make or receive calls; |
| (iii) |
disruption to communications due to excessive interference;/td> |
| (iv) |
repetition of service cut-offs; |
| (v) |
another condition that makes the service unusable; and |
| (vi) |
if the service includes an enhanced call handling feature - the non-functioning of this feature |
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| 7. |
Appointments to connect or repair a service |
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| 7.1 |
Appointment Period*
Four hours or less |
Definition of a Missed Appointment
Technician not attend within 15 minutes of the appointment
period* |
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Between four and five hours |
Technician does not attend within the appointment period* |
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* An extra 45 minutes is allowed where the technician must travel long distances for an appointment at a
premises in a community of under 2,500 people. |
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| 7.2 |
If Trinity Telecom gives a customer an appointment for connecting or repairing a service then the
appointment period must be no longer than five hours. Trinity Telecom must keep this appointment unless
it gives the customer reasonable notice. |
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| 8. |
Compensation Payable for Service Agreement Breaches |
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Customer Type Service Delayed after the: |
Compensation for the
first 5 working days
(per working day) |
Compensation after the
first 5 working days
(per working day) |
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| 8.1 |
Residential |
Connection or Repair
of standard Telephone
Service |
$12 |
$40 |
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Connection or Repair
of Enhanced Call
Handling features to
an existing service |
$6 |
$20 |
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Connection or Repair of
2 or more Enhanced
Call Handling features
to an existing service |
$12 |
$40 |
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Not keeping a scheduled
appointment |
$12 |
$12 |
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| 8.2 |
Business |
Connection or Repair of
Standard Telephone Service |
$20 |
$40 |
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Connection or Repair of
Enhanced Call Handling
Features to an existing Service |
$10 |
$20 |
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Connection or Repair of 2 or
more Enhanced Call Handling
Features to an existing Service |
$20 |
$40 |
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Not keeping a scheduled
appointment |
$20 |
$20 |
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| 9. |
How to make a CSG Claim? |
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If Trinity Telecom has identified a breach of the CSG, a payment will be allocated automatically to the
customers account and will appear on the next invoice issued. Under the CSG legislation, customers are
not required to complete a claim form in order to receive a CSG payment. However if a customer believes
that a breach has occurred and that the CSG entitlement has not been allocated to their account they may
contact a Trinity Telecom Customer Relations Officer directly to investigate the claim. |
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Trinity Telecom Complaints Department
PO Box 3388
South Brisbane BC 4101
Ph 07 3010 4100
Fax 07 3010 4141 |
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| 9.1 |
If a customer is not satisfied with the way the Trinity Telecom has dealt with a possible breach of the CSG
they should firstly contact a Trinity Telecom Customer Relations Officer. If after speaking to this department a customer is still not satisfied, they may refer their claim to the TIO as an office of last resort who may investigate the issue further. |
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Telecommunications Industry Ombudsman (TIO)
PO Box 276
Collins Street West
Melbourne VIC 8007
Ph: 1800 062 058 Fax: 1800 630 614 |
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