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Exemption from complying with CSG Standard for extreme weather events or natural disasters (Mass Service Disruptions)

22 May 2012

Member Communications has received an increase in Member enquiries about particular rules in the Telecommunications (Customer Service Guarantee) Standard 2011 (the CSG Standard).  As a result, we thought it would be useful to provide a list of things you need to know about Mass Service Disruptions (MSD).

  1. The CSG Standard sets performance standards (timeframes) for service providers and resellers to connect and repair faults on Standard Telephone Services. It also contains rules on how to claim a temporary exemption from complying with the CSG Standard in particular situations such as in extreme weather events and natural disasters that are likely to cause delays in repairing and connecting services.

  2. Providers that do not follow these rules may have to provide financial compensation to eligible affected customers.

  3. Providers claiming an exemption must tell customers about the situation, either by writing to them individually or publishing a notice in a newspaper with a daily circulation in the affected area.

  4. Newspaper notices must contain very specific information.

  5. Newspaper notices must be published within a particular timeframe.

  6. Copies of MSD notices with details of where and when they were published must be posted on the provider’s website.  

  7. In addition, because of the TIO’s role in considering individual complaints about service standards, a copy of the notice must be sent to the TIO (at the email address

  8. The Australian Communications & Media Authority monitors compliance with the Standard through its Industry Monitoring branch.  A copy must also be sent to the ACMA.

  9. Notices to the TIO and ACMA must be sent within set timeframes.

  10. The TIO has a dedicated email address for receiving copies of notices:

  11. If something changes and the information in a notice no longer reflects the changed circumstances, the provider must tell the TIO and ACMA as soon as practicable. Examples include where the exemption period claimed is extended or the affected area is revised.

  12. Members may consider seeking legal advice regarding drafting of notices and following the rules in the Standard.

  13. You can obtain more information from the ACMA website or you can email or call +61 (0)3 9963 6800 for assistance. A copy of the Standard can be found at the following link:  Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard).

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614