DEFINITIONS
ConsumerXSTRA provides all Clients with a genuine and reasonable opportunity to negotiate the terms of their contract and obligations to XSTRA, before and during the term of any active service. Telecommunications Consumer Protection Code
CSG WAIVER
XSTRA’s XNET Home & Business Phone plans are supplied on the basis that you waive the CSG. The charges for XSTRA’s XNET plans are typically cheaper than the charges for other plans in the market which may include the CSG but you should make your own assessment as to whether the XSTRA XNET plans represent sufficient value for you to waive the rights given to you under the CSG.
If you wish to acquire a XSTRA XNET or service in respect of which XSTRA requires that the CSG be waived, you must agree to waive the CSG.
If you give a CSG waiver and withdraw that waiver within 5 working days of giving it, the waiver will not be effective and you agree that we may terminate the agreement for the supply of the XSTRA XNET Service.
WHAT IS THE CSG?
The Customer Service Guarantee (CSG) is a guarantee that is prescribed under the Telecommunications Act 1997 and gives consumers certain rights in connection with standard telephone services. These rights include:
  • The right to be provided with information about the CSG and the performance standards applicable under it;
  • The right to receive compensation if a standard telephone service is not connected within a specified timeframe;
  • The right to receive compensation if a fault or service difficulty exists on a standard telephone service and is not rectified within a specified timeframe;
  • The right to receive compensation if XSTRA misses an appointment with a customer with whom XSTRA has made an appointment in connection with the standard telephone service.
  • The specified timeframes and the amounts of compensation vary based on the customer location, the nature of the infrastructure available at the customer site and the length of time during which default has occurred. Full detail of the compensation can be found with a search of the ACMA website ( http://www.acma.gov.au )
Revision: 4
Last modified: May 05, 2022

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