Customer Service Guarantee (CSG)
The Customer Service Guarantee Standard (CSG) is a regulation under the Telecommunications (Consumer Protection and Service Standards) Act 1999. It sets minimum performance standards for connection, repair and appointment-keeping of standard telephone services.
Most IppyComms business services are sold subject to a CSG waiver, as is standard for business VoIP — the CSG was designed around PSTN copper services. Where you are eligible for CSG, the following applies:
Maximum connection timeframes
- In-place connection: 2 working days (urban) / 5 working days (rural).
- New connection: 5 working days (urban) / 10 working days (rural).
Maximum fault repair timeframes
- Urban: 1 working day from notification.
- Rural: 2 working days.
- Remote: 3 working days.
Appointment keeping
If we miss an appointment without giving you reasonable notice, you may be entitled to a payment.
CSG waiver
For business customers, we may ask you to waive the CSG in writing as part of your order — common for VoIP services, since restoration depends on the customer's internet connection which we don't control. You're not required to waive it. If you don't, we'll quote service accordingly.
Complaints
For unresolved complaints, contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or tio.com.au.