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Services & Supports
What is the Xoom Telecom Customer Service Guarantee?
The Telecommunication Customer Service Guarantee Standard (CSG) was introduced to encourage improvements in the quality of service offered by phone companies, and to set minimum performance standards for the installation and repair of services. Set out in the tables below are the time frames in which Xoom Telecom is now required by the CSG to action requests for connections of a standard telephone service or an enhanced call handling features; repair faults or service difficulties; and make and attend appointments with customers and to advise the length of the appointment 'window'.
Who does the Guarantee apply to?
The CSG applies to full service Xoom Telecom customers with 5 or less Standard Telephone Services.
CSG applies to Xoom Telecom full service customers who are currently being billed for line rental by Xoom Telecom. It covers standard PSTN telephone service and the following enhanced calling features:
- Call waiting
- Call forwarding
- Call barring (but not barring on the Xoom Telecom Long Distance network)
- Calling number display
- Calling number display blocking.
When does the Guarantee not apply?
- The CSG does not apply to mobile services, customer equipment, Internet services, long distance only services, inbound
- Services or to customers who have more than five standard telephone services.
- The CSG may also not apply where there are unforeseen circumstances beyond the control of Xoom Telecom such as
- When natural disasters or extreme weather conditions cause mass service disruptions.
- CSG may also not apply where a customer has not co-operated or denied access to his or her premises and this has contribution to the delay in service delivery.
- CSG does not apply if a customer disconnected for non-payment of a charge and its service is agreement has not been reached with Xoom Telecom for payment, or if Xoom Telecom believes the customer would be unable or unwilling to pay the charges for connection.
Customer Service Guarantee
| New Service Connections and Relocations | |
|---|---|
| In-place Connections* | Connection Timeframe |
| All sites where available | Within 2 working days after a customers application |
| Close to available cabling / infrastructure Connection Time frame | Connection |
| Urban Area | Within 5 working days after a customers application (Community of more than 10000 people) |
| Major Rural Area | Within 10 working days after a customers application (Community of 2500-10000 people) |
| Minor Rural Area | Within 30 working days after a customers application (Community of 200-2500 people) |
| Remote Area | Within 30 working days after a customers application (Community of less than 200 people) |
| Not close to available cabling / infrastructure | Connection Timeframe |
| Urban Area | Within 1 month after a customers application (Community of more than 10000 people) |
| Major Rural Area | Within 1month after a customers application (Community of 2500-10000 people) |
| Minor Rural Area | Within 6 months after a customers application (Community of 200-2500 people) |
| Remote Area | Within 6 months after a customers application (Community of less than 200 people) |
| *An inplace connection is where a useable inplace is available the connection requires exchange work only and a tech appointment is not required | |
| Faults or Service Difficulties | |
|---|---|
| Urban Area | End of next working day after report# (Community of more than 10000 people) |
| Major Rural Area | End of next working day after report# (Community of 2500-10000 people) |
| Minor Rural Area | End of second working day after report (Community of 200-2500 people) |
| Remote Area | End of third working day after report (Community of less than 200 people) |
| *Please note that any faults reported on public holidays, weekends or after 5pm on a working day are considered under CSG as reported at commence of the following working day #The time for repair relating to 'end of one full working day after report' applies to all service locations where the fault occurs due to an administrative error by the telephone company, or if the fault can be rectified without the telephone company attending customer premises or undertaking internal or external plant work. |
|
Customer Service Guarantee
The CSG Standard defines a fault or service difficulty as one or more of the following:
- The absence of a dial or ring tone;
- The inability to make or receive calls;
- Disruption to communications due to excessive interference;
- Repetition of service cut-offs;
- Another condition that makes the service unusable; and
- If the service includes an enhanced call handling feature - the non-functioning of this feature.
| Appointments to connect or repair a service | |
|---|---|
| Appointment Period | Definition of a missed appointment |
| Four hours or less | Technician not attend within 15 minutes of the appointment period* |
| Between four and five hours | Technician does not attend within the appointment period* |
| *An extra 45 minutes is allowed where the technician must travel long distances for an appointment at a premises in a community of under 2,500people. | |
If Xoom Telecom gives a customer an appointment for connecting or repairing a service then the appointment period must be no longer than five hours. Xoom Telecom must keep this appointment unless it gives the customer reasonable notice.
| Compensation Payable for Service Agreement Breaches | |||
|---|---|---|---|
| Appointments Missed Appointment | A$14.52 | Small business A$24.20 |
|
| Customer Type | Services Delayed | Compensation for the first 5 Working Days (per working day) | Compensation after first 5 Working Days the (per working day) |
| Connection or Repair of standard Telephone Service | A$ 14.52 | A$ 48.40 | |
| Connection or repair of Enhanced Call Handling Features to an existing service | A$ 7.25 | A$ 24.20 | |
| Connection or repair of 2 or more Enhanced Call Handling Features to an existing service |
A$ 14.52 | A$ 48.40 | |
| Business | Connection or Repair of standard Telephone Service |
A$ 24.20 | A$ 48.40 |
| Connection or repair of Enhanced Call Handling Features to an existing service | A$ 12.10 | A$ 24.20 | |
| Connection or repair of 2 or more Enhanced Call Handling Features to an existing service | A$ 14.52 | A$ 48.40 | |
Customer Service Guarantee
How to make a CSG Claim?
If Xoom Telecom has identified a breach of the CSG, a payment will be allocated automatically to the customer’s account and will appear on the next invoice issued. Under the CSG legislation, customers are not required to complete a claim form in order to receive a CSG payment. However if a customer believes that a breach has occurred and that the CSG entitlement has not been allocated to their account they may contact an Xoom Telecom Disputes Resolution Officer directly to investigate the claim.
Xoom Telecom Disputes Resolution Department
PO BOX 18117
Melbourne – Vic 3001
Phone: 1300 347 972
If a customer is not satisfied with the way Xoom Telecom has dealt with a possible breach of the CSG they should firstly contact a Xoom Telecom Disputes Resolution Officer. If after speaking to this department a customer is still not satisfied, they may refer their claim to the TIO as an office of last resort who may investigate the issue further.
Telecommunications Industry Ombudsman (TIO)
