The Customer Service Guarantee (CSG) Standard protects eligible residential and small business customers using a standard telephone service. It sets timeframes for connecting or repairing covered landline services and attending customer appointments.
This information applies where your Miyzon voice service is covered by the CSG Standard and no valid exemption or waiver applies. The CSG does not apply to internet services themselves.
1. What the CSG Covers
The CSG can cover:
- connection of a standard telephone service;
- repair of faults affecting a standard telephone service;
- certain standard telephone service features; and
- appointments made to connect or repair a covered service.
It does not generally cover internet services, mobile services, customer-owned telephone equipment, fax services or transfer between telephone companies.
2. Connection Timeframes
If the community is not close to infrastructure or the network has no spare capacity, the connection timeframe for a new service is generally within 20 working days. Other lawful exemptions may also apply.
3. Fault Repair Timeframes
If no visit to your premises is required, the applicable timeframe is generally the end of the next working day.
4. Appointments
Where an appointment is made to connect or repair a covered service, the appointment window must not exceed 5 hours.
For appointment windows of 4 hours or less, the CSG includes rules about how late a technician may arrive before the appointment is treated as missed. Different tolerances apply to some rural and remote appointments where significant travel is required.
5. Compensation
If an applicable CSG timeframe is missed and no exemption applies, compensation is automatic.
6. Exemptions and Waivers
The CSG Standard contains exemptions, including in certain mass service disruption circumstances.
A provider may also offer some services on the basis that a customer gives up specified CSG rights, but strict information and consent requirements apply. Miyzon will not treat you as having waived a CSG right unless a valid waiver has been obtained in accordance with the applicable rules.
7. Questions or Complaints
If you are unsure whether the CSG applies to your Miyzon voice service, contact us on 1300 064 151 or support@miyzon.com.au.
If you believe we have not met a CSG obligation, you can make a complaint under our Complaints Handling Process.