Customer Service Guarantee for fixed voice set to continue

The Minister for Communications, the Hon Michelle Rowland MP, today announced her intention to continue the Customer Service Guarantee (CSG), which regulates the timeframes for connection, repairs and appointments for fixed telephone services.

 

The Minister will now develop new instruments in consultation with the Australian Communications and Media Authority (ACMA) to give effect to this decision.

 

The intention to continue this long-standing retail consumer protection follows a thematic review of the CSG undertaken earlier in the year, which was due to sunset on 1 October 2023.



Continuing the CSG for a minimum of three years, with necessary updating and some minor revisions, will give consumers on Telstra’s legacy networks ongoing protections. At the same time, complementary protections at the wholesale level will be bedded down while longer-term arrangements are being considered.



Submissions to the thematic review set out the varying perspectives of stakeholders on the CSG but agreed that timeframes for connections, repairs and appointments remain important for telecommunications consumers. This is clearly the case where Telstra is providing services on its legacy copper and wireless networks outside NBN Co fixed line footprint.

 

The submissions also placed a strong emphasis on these matters being dealt with effectively at the network or wholesale level, with mixed views about the long-term need for retail CSG arrangements in this future environment. The Government will continue to consider the long-term regulatory consumer safeguards framework.

 

Submissions and information on the thematic review of the CSG can be found at Thematic Review of the Customer Service Guarantee (CSG) | Department of Infrastructure, Transport, Regional Development, Communications and the Arts

 

Quotes attributable to Minister for Communications, the Hon Michelle Rowland MP:

 

“Fixed voice services continue to be important for many in the community, particularly for older Australians and those in regional and remote areas. 

 

“This decision is about putting the consumer first again. I want to improve consumer outcomes and modernise consumer protections in the sector so they are fit for today’s marketplace - not that of 20 years ago.

 

“This includes our investment of close to $3 billion to upgrade the National Broadband Network and our $656 million commitment to improving mobile and broadband connectivity and resilience in rural and regional Australia through the Better Connectivity Plan for Regional and Rural Australia.

 

“It is why we have supported a reset of the process to vary NBN Co’s SAU so NBN Co’s services will be affordable, of good quality and commercially sustainable into the future. It is reflected in our work to tackle the scourges of scams.

 

“It is why we are investing in telecommunications resilience and safety through initiatives like the new cell broadcast National Messaging System and work to drive the delivery of a Public Safety Mobile Broadband capability.

 

“It is why we have asked the House of Representative Standing Committee on Communications and the Arts to look at multi-carrier mobile coverage and established the First Nations Digital Inclusion Advisory Group and LEOSat working group to leverage the views of experts to improve outcomes.

 

“It is why we will be looking carefully at better ways to deliver our universal services and strengthen our retail consumer protections. It is part of our philosophy: don’t leave anyone behind, don’t hold anyone back.”