Methods of installation of new lines

Occasionally, the TIO receives complaints about the methods by which a carrier plans to install, or has installed, a new service. For example, a rural landowner may want lead-in cabling installed via overhead cabling to minimise costs; or a residential customer may object to a line being installed via a pair gains system.

The Telecommunications Code of Practice 1997 says that carriers must ensure facilities are installed in accordance with best practice - which includes minimisation of potential degradation of the environment and the visual amenity associated with the facilities.

The method by which a line is installed (or, for that matter, the way in which a fault is repaired) is a carrier's commercial or business decision. Generally, the TIO has no jurisdiction over such decisions and a carrier need only ensure that a line meets the minimum statutory requirements, i.e. that it is suitable for voice telephony

Where it appears at first glance that a provider may not be installing a line (or repairing a fault) in accordance with 'best practice', the TIO will consider investigating. The TIO will also consider investigating where a provider fails to notify its customers of the implications of using certain connection methods, such as pair gains or ANT 1 technology, particularly in the case of a customer requesting a second line that is intended for data use.

When considering whether or not to pursue a complaint about the method of installation of a service, or when considering what might be a fair and reasonable outcome to such a complaint, the TIO considers the following factors:

• what would constitute best practice in the circumstances;
  
• what the complainant specified to the provider when requesting the connection;
  
• what the provider advised the complainant about the connection;
  
• any other legal requirements or standards that may be relevant.

Next: Pre-provisioning work