Tougher penalties for not fixing phones on time
Phone companies will have to compensate customers up to $50 per day for every day it takes to repair a telephone fault or if they do not connect a telephone service within the Customer Service Guarantee timeframes, the Minister for Communications, Information Technology and the Arts, Senator the Hon Helen Coonan, announced recently
Senator Coonan announced several measures to strengthen the Customer Service Guarantee (CSG) – a consumer safeguard introduced by the Government in 1998 to ensure Australian consumers get their phones connected and repaired on time.
The CSG penalties, which are paid directly to the affected customer, have been increased by 21%. From now on, if someone’s telephone fault is not fixed within the CSG timeframes, they will be paid up to $50 per day for every day it takes to repair the fault
CSG compliance rates have been consistently above the 90% level deemed satisfactory by ACMA, and these changes provide additional incentives for service providers to improve their performance.
