Document ID: chunk:federal_register_of_legislation:F2023L01334:clause:2_13
Version: federal_register_of_legislation:F2023L01334
Segment Type: clause
Provision Reference: sch 2 cl 13
Character Range: 13531–16099

13  Records relating to reports of faults or service difficulties
(1) A qualifying carriage service provider for a benchmark period must, in relation to each fault or service difficulty report that is:
(a) made by a customer to the carriage service provider; and
(b) relevant to the benchmark period,
keep a record of:
(c) the name of the customer;
(d) the address of the site at which the specified service is supplied;
(e) the date and time at which the carriage service provider received the fault or service difficulty report from the customer;
(f) the date and time at which the guaranteed maximum rectification period expires in relation to the fault or service difficulty report;
              Note: The guaranteed maximum rectification period that applies in relation to a fault or service difficulty report is ascertained by having regard to sections 14 and 15 of the CSG Standard.
(g) if the carriage service provider and the customer made an arrangement of a kind mentioned in section 17 of the CSG Standard for rectification of the fault or service difficulty in a period shorter or longer than the guaranteed maximum rectification period – the date and time at which that period expires;
(h) the date and time at which the carriage service provider rectified the fault or service difficulty;
(i) the rectification period in business days;
(j) if the carriage service provider failed to comply with the guaranteed maximum rectification period or a period arranged under section 17 of the CSG Standard, and that failure is wholly or partly attributable to one or more acts or omissions by another carriage service provider—the name of the other carriage service provider and a description of those acts or omissions; and
(k) whether the site at which the specified service is supplied, is located in:
              (i) an urban area;
              (ii) a rural area; or
              (iii) a remote area.
(2) A fault or service difficulty report means a report made by a customer to a carriage service provider of a fault or service difficulty in respect of a specified service supplied by the carriage service provider to the customer other than a fault or service difficulty relating to an inoperative enhanced call handling feature on a specified service that includes an enhanced call handling feature.
(3) For the purposes of this section, a fault or service difficulty report is relevant to the benchmark period if the carriage service provider that received the report is required to rectify the fault or service difficulty in the benchmark period.