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TIO position statements

03 February 2015

The new position statements will be effective from 3 March 2015. They are the seventh set to be released as part of the TIO's wider position statements review.

The new position statements are:

  • Connection and disconnection of services
  • Faulty services or equipment
  • Responding to consumers with different needs

The position statements cover the following topics. Click on the titles of the position statements to read them in full.

Title of position statement Scope of position statement Replaces existing position statement
Connection and disconnection of services

This position statement outlines the law, good practice, and our view on:

  • consumer guarantees for services
  • connection of Customer Service Guarantee (CSG) services and enhanced call handling features 
  • connection of non-CSG services
  • exemption from CSG 
  • NBN performance standards for connections 
  • connect outstanding 
  • relocations, changing infrastructure and changing internet provider  
  • disconnections by agreement 
  • continuity of service when a provider goes into administration, receivership or liquidation. 
  • ADSL provisioning
  • Connection delays 
  • Customer debt and the Customer Service Guarantee 
  • Failure to action disconnection request (not Connect Outstanding) 
  • Introductory note about the Customer Service Guarantee
  • Mass Service Disruptions
  • Pre-provisioning and connection of telephone services
  • Provision of interim and alternative services and the Customer Service Guarantee
  • Reallocated in-place services and the Customer Service Guarantee
  • VoIP services and the Customer Service Guarantee 
Faulty services or equipment

This position statement outlines the law, good practice, and our view on:

  • consumer guarantees for goods and services
  • repairing faults on Customer Service Guarantee (CSG) services and enhanced call handling features, including recurring faults
  • exemption from CSG
  • repairing faults on NBN services
  • faulty equipment
  • data speed and coverage
  • service outages
  • charges while a service is faulty
  • use of independent technicians and covering their costs.
  • Claims for the Customer Service Guarantee where long distance and local call providers are different 
  • Faulty mobile telephone handsets
  • Intermittent faults and the CSG
  • Internet Outages
  • Internet speed
  • Mobile dropouts and poor coverage
  • Repair delays
Responding to consumers with different needs

This position statement outlines the law, good practice, and our view on:

  • misleading, deceptive, and unconscionable conduct in the supply of goods or services
  • discrimination on the grounds of disability
  • discrimination against carers
  • universal service provider obligations for disability equipment
  • responsible dealings with consumers with different needs
  • providing equity in access to telecommunications products, services, and information
  • NBN Co’s medical alarm register
  • adapting to a consumer’s different needs
  • when a consumer nominates another person to communicate on their behalf
  • communication in languages other than English.
  • Disability equipment
  • Disadvantaged and vulnerable consumers 
   
TIO position statements provide broad guidance on the law, good industry practice, and what the TIO may consider to be fair and reasonable in general circumstances. TIO position statements are not a full statement of the law or good industry practice. The TIO considers each matter brought to it on its own particular merits. 

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