Introductory note about the Customer Service Guarantee

The Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) is a Standard regulated by the Australian Communications & Media Authority (ACMA) that provides for financial compensation to be paid to consumers affected by delays in connections, delays in fault repairs, and missed appointments. The Customer Service Guarantee (CSG) only applies to the standard telephone service and does not apply to services provided via a mobile telephone network.

For more information, see ACMA's Frequently Asked Questions and consumer factsheet.

Compensation payable under the CSG Standard does not relate to or require actual loss. For general information about the TIO's approach to compensation issues, see TIO position statement, Compensation claims and the TIO.

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