Customer Service Guarantee (CSG)

Telstra is committed to achieving customer service excellence. To this end, we're committed to upholding the legislated Telecommunications (Customer Service Guarantee) Standard 2023 ("the CSG Standard"), as amended and issued by the Australian Communications and Media Authority (ACMA).

The CSG Standard specifies certain requirements to which carriage service providers (including Telstra) must adhere to in relation to the provision and repair of Standard Telephone Services and appointments associated with these activities.

Scope of the CSG Standard

The CSG Standard applies to all fixed telephone companies and covers the Standard Telephone Service (STS) and five specified Enhanced Call Handling Features (ECHF).
These features are:

Call Waiting - enabling a customer to receive a second call on a telephone service while engaged on a call

What is covered?

Consistent with the Federal Government's stated policy on CSG application to residential and small business customers, the CSG Standard applies only to customers with no greater than five Standard Telephone Services. A customer does not include a carrier or a carriage service provider.

The CSG Standard applies to:

• connections and fault repairs of Standard Telephone Services and the five specified Enhanced Call Handling Features; and
• appointments associated with these activities.

For connections, Standard Telephone Services are eligible regardless of what is connected at the end of the service (e.g. internet or fax). However, for repairs, only voice telephony faults are covered. This means that non-voice faults such as internet access or fax faults are not covered by the CSG Standard.

What is not covered?

The CSG Standard does not apply to data products (e.g. Telstra's Digital Data Services), customer premises equipment, customer cabling, payphones, and sophisticated business-oriented services, such as Telstra's Centel, SiteLines, corporate virtual private networks and similar services. It also does not apply to mobile or satellite services, unless these are used to deliver Universal Service Obligation (USO) telephone services. It also does not apply to activities past the network boundary point (NBP), namely, the first telephone socket, the network termination device (NTD) or the main distribution frame (MDF) where applicable.

Individuals and organisations that have a direct retail contractual arrangement with a telephone service provider other than Telstra should contact that company directly for all matters relating to the CSG Standard.

Additional exclusions are summarised in the section 'When the CSG Standard does not apply'.

Customer service locations

Consistent with the CSG Standard, Telstra has defined the different demographic categories as shown below: