Document ID: chunk:federal_register_of_legislation:F2023L01140:reg:7:p2
Version: federal_register_of_legislation:F2023L01140
Segment Type: reg
Provision Reference: reg 7 (pt 2/22)
Character Range: 12985–15811

services; and
 (b) the obligations of the provider under those standards; and
 (c) the customer's entitlements to damages under section 116 of the Act for contravention of a performance standard.
 (2) The carriage service provider must, at least once in each period of 2 years, make available to its customers written information about:
 (a) the performance standards that apply to supply of specified services; and
 (b) the obligations of the provider under those standards; and
 (c) the customers' entitlements to damages under section 116 of the Act for contraventions of those standards.
Example of information to be given to customers in writing
Publication of information published on a carriage service provider's website or as part of other general information published by the carriage service provider.
 (3) If a carriage service provider is asked by a customer of the carriage service provider for information about a performance standard, the provider must give the information to the customer.

10 Cooperation of customers with carriage service providers
 (1) A performance standard does not apply where:
 (a) a carriage service provider has made a reasonable offer to supply the customer with an interim service or an alternative service, and the customer has refused to accept the supply of the interim service or alternative service; or
 (b) a carriage service provider offers a customer an interim service and an alternative service, and:
 (i) in making this offer, the carriage service provider supplies sufficient information to the customer about the functionality of each service and the terms and conditions of supply of each service to enable the customer to make an informed judgement about the relative merits of each service; and
 (ii) the customer accepts the offer of an alternative service.
 (2) For the purposes of paragraph (1)(a), an offer by a carriage service provider to supply a customer with an alternative service is a reasonable offer if the offer:
 (a) provides the customer with a choice between an interim service and an alternative service to enable the customer to make an informed judgment about the relative merits of both services as offered; and
 (b) provides sufficient information about how the functionality and the terms and conditions of supply of the alternative service would be of benefit to the customer, relative to an interim service.
 (3) For the purposes of paragraph (2)(b), a carriage service provider is taken to have supplied sufficient information to a customer about the functionality of a service, and the terms and conditions of supply of that service, if the carriage service provider has supplied to the customer details of:
 (a) any enhanced call handling features that may be supplied with the service; and
 (b) charges payable by the customer; and
 (c)