Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:5:p3
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 5 (pt 3/4)
Character Range: 9432–12526

customer is not disconnected; or

       (l) offering a free non-automatic payment method.

       Note:  This definition does not limit the number of options a provider can offer or accept to help financial hardship customers with their bills.
    payment assistance policy means the payment assistance policy established by a provider under section 7.
    personnel means staff or contractors engaged by or on behalf of a provider.
    provider means a carriage service provider referred to in paragraph 4(a).
    provider's website means a website operated by a provider and used in connection with the provider's telecommunications products.
    reducing data speed means where a provider decides to control the maximum data transfer rate on an internet carriage service where the customer has exceeded the specified data allowance under their consumer contract.

    relevant industry code means an industry code registered under Part 6 of the Act, which imposes requirements on a provider relating to financial hardship.
    reminder notice means a written notice sent to a customer relating to an overdue bill.
    representative means an advocate or an authorised representative of a consumer.
    restriction means a restriction imposed by a provider on a customer's access to telecommunications services, or a feature of those services, offered for supply by the provider and includes reducing data speeds or imposing spend controls or other usage limits.
    short term assistance means financial hardship assistance sought by a financial hardship customer for a period of no more than 3 billing cycles to help with a financial difficulty.
    spend control means an option made available to a customer by a provider to assist the customer to manage or limit the amount of charges they incur or data they use in relation to a particular telecommunications product.

    subscription broadcasting service has the same meaning as in the Broadcasting Services Act 1992.

    subscription narrowcasting service has the same meaning as in the Broadcasting Services Act 1992.
    suspension means a suspension imposed by a provider on a customer's access to a telecommunications service, excluding access to emergency service numbers.

    telecommunications goods means any goods supplied by a provider for use in connection with the supply of a telecommunications service, whether or not the goods are supplied in conjunction with, or separately from, a telecommunications service.

    telecommunications product means telecommunications goods or a telecommunications service.

    telecommunications service means:

       (a) a listed carriage service or any service supplied by a provider in connection with that service; and

       (b) a content service (other than a subscription broadcasting service or a subscription narrowcasting service) provided by a provider in connection with the supply of a listed carriage service.
    TIO means the Telecommunications Industry Ombudsman.

       Note: A number of other expressions used in this industry standard are defined in the Act,