The CSG Standard requires us to provide you with financial compensation when these standards are not met unless specific exemption criteria apply.

The Customer Service Guarantee doesn't apply to:

• Data products (e.g. internet services)
• Customer equipment or cabling
• Mobile services
• Satellite services
• Customers who have greater than 5 standard telephone services
• TV services (such as Fetch)
• Any Fixed line telephone service for which a CSG Waiver applies

From 12 September 2022, Optus fixed line telephone services will be provided on the basis that you agree to waive all you CSG rights and protections (CSG Waiver).

If you don't agree to a CSG Waiver, we'll be unable to provide you with a Fixed line telephone service.

The rights, protections and performance standards generally provided under the CSG that you'll be waiving include:

• Maximum timeframes for the connection of a standard telephone service and/or any enhanced call features;
• Maximum timeframes for the fixing of a fault with your standard telephone service and/or any enhanced call features;
• Timeframes for attending connection or fault fix appointments;
• Provision of information to you about these performance standards; and
• Prescribed compensation payable to you if we are unable to meet these performance standards

This doesn't mean that we are not committed to providing you with the best customer service possible. As always, we'll endeavour to connect your service or fix any issues you have as fast as we can.

A CSG Waiver will take effect on the date that you agree to it. If you provide your consent to this waiver orally, then it will take effect 5 working days from the date you agreed to it (unless you withdraw in this cooling off period).

You don't have to agree to a CSG Waiver, but if you don't or if you withdraw within your cooling off period, then we'll decline to supply you with the Optus telephone service you ordered. You can still place an order for internet service without telephony or an alternate product from us. You won't be able to place an order for Optus internet service with telephony without consenting to the CSG waiver.

If you would like more information about the CSG, you can visit the ACMA website. If you need help, you can contact us.

Here are some situations when you wouldn't be covered by the CSG:

• While waiting for your regular service to be connected or repaired you accept an alternative temporary service that's been offered to you
• If you decline the alternative temporary service that's been offered while waiting for your regular service to be connected or repaired
• Where delays are due to circumstances outside our control and a Mass Service Disruption has been declared for services in your area
• When you've requested to port or transfer your Standard Telephone Service from another carriage service provider that you're connected with over to us. This would fall under the regular timeframes of porting your service
• If you can activate the Enhanced Call Handling Features from your telephone handset or equipment
• If we have evidence to support that you might be unable or unwilling to pay for connection and use of the service or if you were disconnected for non-payment of a charge and there's been no resolution or agreement reached for the matter
• If we need to do maintenance or upgrades to a facility and have provided notice that we need to withdraw your service(s)
• If you've not accepted an appointment offered by us
• If you miss an appointment that's related to the connection or repair or fail to keep an appointment with us without giving us at least 24 hours notice
• If you refuse our staff or contractor reasonable access to your premises

If you're eligible for CSG, it will be applied automatically to your bill as a credit once the issue has been resolved. It's important to note that sometimes CSG assessments can take up to 16 weeks to be completed.

Compensation can only be applied after the issue has been resolved and an assessment has determined that CSG compensation is payable. If, after this time, you feel that you may be eligible for CSG compensation and it hasn't been applied or an exemption has been declared, then please contact us on 133 937.

Under specific circumstances, we can claim exemptions from the CSG Standard. This most often occurs when our capacity to meet the CSG Standard for a large number of services is affected by circumstances beyond our control, such as extreme weather conditions. In such circumstances, Optus may claim a Mass Service Disruption.

Optus will advise customers of Mass Services Disruptions via our Mass Service Disruptions website and through major news outlets.

See here for info on Disasters, Emergency Alerts & Mass Service Disruptions.

You can visit our service & network status page to check for any known outages or service disruptions to our Mobile, Broadband and Fixed Phone networks in your local area.

Just enter your city/suburb name to stay up-to-date on any planned repairs, maintenance or outages in your area.

The Australian Communications & Media Authority website (ACMA) provides detailed information on what services are covered by the CSG, time frames for services (e.g. repairing a service difficulty) and what compensation is available.

To find out more about CSG or to read the CSG Standard, please visit the ACMA website.