| XVOICE CHANGE REQUESTS |
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| 45 DAY CHANGE REQUEST GUARANTEE TO PHONE SYSTEM PROGRAMMING |
| XSTRA makes no guarantee that any request from a Client to change a Client’s XVOICE phone system will be able to be completed at any specific time or within any specific time-frame. If for example, the Client requires that XSTRA install special holiday messages and configure times that these messages should be played, then XSTRA advise that you make your requests at least 45 DAYS out from the date upon which the recordings should be active and XSTRA guarantee to implement the desired changes. This condition has come about from periods such as Christmas, where a large number of Clients contact XSTRA’s Help Desk within a few days of Christmas and request many complicated programming to be performed on their XVOICE phone system to play recorded Christmas messaging during times when their offices would normally be open. This has caused massive strain on our human resources and in some cases, has meant that Client’s requests have not been actioned. |
| NEED A CHANGE MADE QUICKLY? – WE OFFER A PRIORITY SERVICE FOR CHANGE REQUESTS |
| If the Client wishes to make the change request ticket, “Billable” at XSTRA’s standard Schedule 1 Rates, then XSTRA will prioritise the change request to ensure the best possible outcome. |
| DEFINITIONS |
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| Consumer – XSTRA 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 |
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| XSTRA’s XVOICE Home & Business Phone plans are supplied on the basis that you waive the CSG. The charges for XSTRA’s XVOICE 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 XVOICE plans represent sufficient value for you to waive the rights given to you under the CSG. If you wish to acquire a XSTRA XVOICE Phone and Landline Rental plan 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 XVOICE 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:
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Revision:
20
Last modified:
May 04, 2022
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