Exetel Customer Service Guarantee Waiver

To apply for this specific type of ADSL service it includes the requirement for you to also use Exetel to provide you with telephone line rental and local call services. For Exetel to be able to do this at the low charges we have offered requires you to waive various rights that are specified in the Telecommunications Act. These rights, known collectively as "The Customer Service Guarantee" can be found
on the Australian Communication Authority's website (http://www.acma.gov.au/Citizen/Consumer-info/Rights-and-safeguards/Phone-connection-and-repair/customer-service-guarantee-csg) and the ACMA CSG FAQ (http://www.acma.gov.au/theACMA/customer-service-guarantee-for-phone-users-faqs) .

You will see that Part 5 of the Telecommunications (Customer Service Guarantee) Standard 2000 (no 2) allows Exetel to propose that you waive the protections and rights provided under the Customer Service Guarantee (CSG). You are not obliged to agree to the waiver but if you do not do so then Exetel is unable to offer you these services. Exetel is offering significantly lower call costs for the included telephone service, but is only able to do so on the basis that it is not required to meet the performance standards set out in the Customer Service Guarantee.

In agreeing to this document you agree to waive your protections and rights under the CSG. For Exetel to offer the low costs set out for these services it requires that all customers who apply for these services waive their rights under, and in respect of, the CSG.

Specifically, the CSG protections and rights you are waiving are:

1. The provision of written information
   

   The CSG requires carriage service providers to, at least every two years, given written information to each customer about:
   • the performance standards that apply to supply of specified services
   • The obligations of the provider under these standards
   • The customer's entitlements to damages under the Act for contravention of the performance standards; and
   • On request, provide information to the customer about a performance standard.

2. Guarantee maximum connection periods
   

   The CSG prescribes maximum timeframes within which connection to services should occur.

3. Guaranteed maximum rectification periods
   

   The CSG prescribes maximum timeframes within which rectification of service faults should occur.

4. Making and changing appointments
   

   The CSG requires carriage service providers to:

   
   
   • make appointments with customers at times that are convenient for the customer
   • make appointments with customers that are either for a particular time of the day or to nominate a five hour period during which the appointment will occur
   • change appointments by giving at least 24 hours notice or by obtaining the agreement of the customer to the change.

   If you so waive the Customer Service Guarantee you will not be able to claim compensation from Exetel for its failure to meet the prescribed performance standards.

   This waiver will take effect seven days from the date of you agreeing to it unless you notify Exetel that you no longer wish to waive your rights under the CSG. If you do so notify Exetel then Exetel will not provide the services to you.

5. Your rights to compensation under the CSG Standard shown in the snapshot below is waived, where the waiver proposal is accepted by you.
   

   The ACMA CSG FAQ is located here http://www.acma.gov.au/theACMA/customer-service-guarantee-for-phone-users-faqs

   Snapshot of compensation

6. Name and Address of the carriage service provider making the waiver proposal

   Exetel Pty Ltd

   Level 5
   121 Walker Street
   North Sydney NSW 2060

   Phone: (02) 8030 1000
   Facsimile: (02) 8030 2100
   E-mail: provisioning@exetel.com.au