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 to give XSTRA the best chance of implementing 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.
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.
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 ( )
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.
Revision: 8
Last modified: Apr 25, 2021


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