Extending the Customer Service Guarantee instruments

The CSG is a long-standing retail consumer protection safeguard that provides connection, repair and appointment timeframes for fixed voice services, and scope for per consumer compensation. 

CSG benchmarks, standards and record keeping rules were subject to a thematic review in 2023, and following that, a number of changes were made to improve the operation of the instruments. The 2023 instruments included a self-repeal mechanism to take effect in August 2026. 

We’re seeking feedback on:

1. The proposed extension of CSG instruments for 3 years.
2. Whether any of the details in the existing CSG instruments (see further background below) require additional amendments to improve their functionality in the short-term.

Given the Australian Communications and Media Authority (ACMA) is responsible for making some CSG instruments, and its broader role in regulating the CSG, relevant stakeholder submissions may be shared with the ACMA. If you do not wish your submission to be shared with the ACMA, please clearly state this in your response.

If you have questions, comments or feedback on this consultation process, please email USB@infrastructure.gov.au. 

Background information

The CSG framework is set out in Part 5 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 (TCPSS Act). However, many operational aspects of the CSG rely on the detail of subordinate instruments made by the Minister for Communications or the ACMA, as outlined below.

Telecommunications (Customer Service Guarantee) Direction 2023 (CSG direction) - made by the Minister

The ACMA must be directed by the Minister under section 124 of the TCPSS Act to make or adjust the CSG standard. If existing CSG instruments are extended, a revised direction to the ACMA would be required.

Telecommunications (Customer Service Guarantee) Standard 2023 (CSG standard) - made by the ACMA if directed by the Minister

The CSG standard establishes the core performance standards that Telstra (and other relevant providers) must meet for standard telephone services, including maximum timeframes for new and in place connections, fault rectification periods and requirements to keep appointments.

The standard also sets out daily rates of consumer compensation where providers fail to meet guaranteed service levels. There are arrangements for interim or alternative service to be provided in lieu of compensation, or for compliance with the standard to be temporarily paused if there are extenuating circumstances (such as natural disasters or severe weather conditions that limit scope to repair services in usual timeframes).

Telstra must support the CSG where it is supplying fixed voice services under its Universal Service Obligation (USO), but other providers can, as part of their standard terms, agree other arrangements with their customers.

Telecommunications (Customer Service Guarantee – Retail Performance Benchmarks) Instrument 2023 (CSG benchmarks) - made by the Minister

The CSG benchmarks made by the Minister set out minimum retail performance benchmarks linked to the CSG standard. The current instrument requires providers with more than 100,000 CSG‑eligible services to achieve at least 90% compliance with individual CSG timeframes set out in the CSG standard. The benchmarks include location-specific thresholds, due to different service delivery challenges across Australia.

Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2023 (CSG RKRs) - made by the ACMA.

The CSG RKRs are made by the ACMA and require qualifying providers to collect, retain, and report detailed CSG related data. Obligations include:

• Maintaining records on service numbers, in-place connection requests, new connections, faults, and appointments
• Preparing annual compliance reports
• Submitting to independent audits when required

Providers must prepare regular compliance reports, hold records for two years after a reporting period, and provide records to ACMA on request.