Mass Service Disruption Exemptions

General Notice of Customer Service Guarantee (CSG) Exemption for Mass Service Disruptions (MSD) to Services and Operations

Sometimes things happen beyond our control that mean we can’t connect or fix faults to services in our usual timeframes, or even keep appointments. These situations can include natural disasters, extreme weather conditions and instances where our facilities have been damaged through no fault of our own.

During these times a Mass Service Disruption exemption may be put in place. This exempts us from complying with the Customer Service Guarantee (CSG) performance standards for the duration of the Mass Service Disruption.

The exemption process is described in the Telecommunications (Customer Service Guarantee) Standard 2011.

When a Mass Service Disruption exemption is in place, we will either issue a public notice in the newspaper or we will mail information directly to you.

Please contact us anytime if you have any questions regarding Exemptions for Mass Service Disruptions.


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