Connection delays

Complainants often approach the TIO in relation to delays in the connection of new services. They ask if the TIO is able to speed up the connection of a new service.

One of the aims of the Customer Service Guarantee (CSG) is to guard against poor service by requiring phone companies to meet minimum standards for the connection of new services. The Universal Service Obligation (USO) imposes similar requirements on Telstra, as the Universal Service Provider.

The connection timeframes set down by the CSG and the USO vary according to the size of the customer's community and proximity to available infrastructure. Where a provider is meeting these minimum performance standards, the TIO will not, as a general rule, take up complaints about connection timeframes or delays. An exception is where the complainant indicates they require access to a service for medical reasons and/or where a provider is not meeting its obligations under the USO to supply an interim or alternative service within 30 days of the customer's request for the new connection.

Where a provider is not meeting the minimum timeframes set down by the CSG and/or the USO, the TIO will usually investigate. In raising a formal complaint, the TIO expects a provider to explain the reason for the delay and to give at least an estimated time for the connection. The TIO will also confirm the complainant's entitlement to receive CSG rebates and explore the possibility of providing an interim or alternative service - even where the USO does not apply. However, the TIO's ability to expedite permanent connections is limited as it is ultimately up to the telephone company to determine how its resources are allocated.

See also: Pre-provisioning and connection of telephone services