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How can compensation for telecommunication consumers be determined (Australia)

Compensation for bad performance of telecommunication services.

Country

Australia

What challenges does it focus on?

Establishing a reasonable amount of compensation for telecommunication customers in Australia.

Short summary

Providers of telecommunication services shall ensure faultless operation of services their customers pay for. Nevertheless sometimes defects and problems occur. In such case, the provider assures their prompt and satisfactory resolution within a reasonable period of time. The provider:

  • repairs the defect;
  • provides for compensation.

Compensation scheme according to the Telecommunications (Customer Service Guarantee) Standard in Australia is as follows:

Customer type Services delayed Compensation for first 5 working days (per working day) Compensation after first 5 working days (per working day)
Residential/ Charity Connection or repair of standard telephone service $14.52 $48.40
Connection or repair of enhanced call handling features to an existing service $7.26 $24.20
Connection or repair of two or more enhanced call handling features to an existing service $14.52 $48.40
Not keeping an appointment $14.52 for each missed appointment $14.52 for each missed appointment
Business Connection or repair of the standard telephone service $24.20 $48.40
Connection or repair of enhanced call handling features to an existing service $12.10 $24.20
Connection or repair of two or more enhanced call handling features to an existing service $24.20 $48.40
Not keeping an appointment $24.20 for each missed appointment $24.20 for each missed appointment

view full explanation

Maximum time frames for repairing faults are:

Community location Community size (no. of people) Repair time
Urban Equal to or more than 10,000 people End of next working day after report
Rural Between 200 and 10,000 people End of second working day after report*
Remote Up to 200 people End of third working day after report*

* In certain circumstances (for example, where the fault can be repaired by the phone company without attending the customer's premises), the fault repair period is the end of the next working day after report.

Criteria for missing the appointment period: 

Appointment period Definition of missed appointment
Four hours or less Phone company does not attend within 15 minutes of the appointment period#
Between four and five hours Phone company does not attend within the appointment period#

# An extra 45 minutes is allowed where the phone company must travel long distances for an appointment at a premises in a community of under 2,500 people.

Research evidence

This sharing rule can be found on Australian Communications and Media Authority's website.

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