Reallocated in-place services and the Customer Service Guarantee

The Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) describes an in-place connection as a connection of a specified service at a site where a previous working service eligible for compensation under the Customer Service Guarantee (CSG):

1. has been cancelled, and
2. is available for automatic reconnection or reactivation by a carriage service provider.

As a line cannot, for the purposes of the CSG Standard, be considered "in-place" where the cabling has been reallocated to another property, the TIO considers that new connection times rather than "in-place" connection times are relevant when considering eligibility for compensation under the CSG Standard in these situations.

Connection fees, however, are a different matter. See Connection fees where in-place reallocated.

Next: Dealers & agents: provider denying liability for dealer's actions