Along with our commitment to delivering a high standard of service to our customers, we are obliged to rectify faults or service difficulties affecting eligible services in accordance with the Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) (CSG Standard).

However, we acknowledge that there will be circumstances that are beyond our control (Mass Service Disruptions) where we are exempt from complying with the CSG Standard, including:

• damage to a facility not caused by us;
• natural disasters or extreme weather conditions that cause mass outages of specified services and restrict connection or fault rectification activities;
• where we are requested by a public authority to provide emergency communications services to assist in emergency action, and the provision of those services restricts rectification of a fault or service difficulty;
• and where we are prevented from connecting a specified service, or rectifying a fault or service difficulty, because we are unable to obtain lawful access to land or a facility.

Exemption from performance standards for circumstances beyond our control is more fully explained in sections 22-27A of the CSG Standard. Please visit the ACMA website if you would like to view the CSG Standard and related information.

Our wholesale provider issues public notices of exemptions. As part of our requirements we list the most recent information here.