Document ID: chunk:federal_register_of_legislation:F2023C00256:reg:11e:p4
Version: federal_register_of_legislation:F2023C00256
Segment Type: reg
Provision Reference: reg 11E (pt 4/6)
Character Range: 56564–59336

the case of non‑compliance, the reason(s) for this;
 (k) either:
 (i) the time the licensee attended the appointment; or
 (ii) if the licensee did not attend the appointment—a statement to that effect.
Note: See the definitions of kept and missed in subsection 11A(1).
 (10) The eighth table must contain, for each exemption event which affected some or all reportable services during the month:
 (a) a statement as to whether the event is a mass outage event; and
 (b) the unique exemption event identifier for the event; and
 (c) a brief description of the nature of the event; and
 (d) the date on which the event first affected a reportable service; and
 (e) if the event has ended—the date on which the event ended; and
 (f) geographic coordinates identifying the boundaries of the geographic area of the event, in compliance with a standard or format (if any) notified to the licensee in writing by an authorised officer; or if there is no authorised officer—the Secretary; and
 (g) the number of reportable services affected by the event; and
 (h) the number of faults and service difficulties affecting services mentioned in paragraph (g) during the month; and
 (i) the number of faults and service difficulties mentioned in paragraph (h) that were rectified during the month; and
 (j) the percentage of faults and service difficulties mentioned in paragraph (i) that were rectified within the timeframe that would have been required by the CSG Standard, disregarding the relevant exemption that applied to the timeframe for rectification of the fault or service difficulty; and
 (k) the number of requests for the connection of a reportable service within the area affected by the event at any time during the month; and
 (l) the number of requests mentioned in paragraph (k) for which the service was connected during the month; and
 (m) the number of requests mentioned in paragraph (k) for which the service was not connected during the month; and
 (n) the percentage of services mentioned in paragraph (l) that were connected within the timeframe that would have been required by the CSG Standard, disregarding the relevant exemption that applied to the timeframe for connection of the service.
 (11) The ninth table must contain, in relation to each of the following kinds of contacts received from customers or proposed customers in relation to reportable services:
 (a) calls made during the month to a contact centre;
 (b) chat sessions initiated during the month;
 (c) emails or other messages received during the month, including initial emails or other messages and a series of emails or other messages in a chain of correspondence;
the following information:
 (d) the number of contacts received;
 (e) the number of contacts substantively engaged with