Response timeframes not met

Telstra's Priority Assistance service sets down special timeframes for the rectification of faults and the connection of new services. Telstra states that it 'aims to repair faults and provide new connections to priority customers within 24 hours in most parts of Australia (i.e. urban and rural areas) and 48 hours in remote areas.'

Where Telstra is unable to meet these timeframes, the TIO expects that Telstra will supply an interim or alternative service unless circumstances beyond its control prevent it from doing so. The TIO will investigate complaints where Telstra fails to meet the required timeframes and does not provide an interim or alternative service.

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