Document ID: chunk:federal_register_of_legislation:F2020C01083:reg:9:p2
Version: federal_register_of_legislation:F2020C01083
Segment Type: reg
Provision Reference: reg 9 (pt 2/3)
Character Range: 19985–22758

the interim service ceases to be supplied, the costs of returning any equipment used in the supply of the interim service must be borne by the NBN CSP.

           Note: An NBN CSP may provide a refund or credit to a consumer in the subsequent billing period in order to satisfy the requirement in paragraph (b).

       (2)           If a consumer advises an NBN CSP that the interim service supplied by the NBN CSP is not performing as reasonably expected, having regard to the features and limitations of the interim service disclosed to the consumer by the NBN CSP, the NBN CSP must take all reasonable steps to improve the performance of the interim service to the reasonable satisfaction of the consumer.

           Note: Under paragraph 11(b), before obtaining a consumer's consent to supply an interim service, the NBN CSP must advise the consumer of the details of the key features and limitations of the interim service.

       (3)           If the performance of the interim service cannot be improved to the reasonable satisfaction of the consumer, the NBN CSP must use its best endeavours to negotiate an alternative arrangement with the consumer.

       (4) If an NBN CSP and a consumer agree on an alternative arrangement under subsection (3), the requirement to supply an interim service under subsection 9(1) no longer applies to the NBN CSP.

   11  Requirements for an NBN CSP to advise a consumer

    Where the requirement to supply an interim service under subsection 9(1) applies, the NBN CSP must advise the consumer of:

(a) the applicable timeframes for the supply of the interim service set out in sections 12 and 13; and

(b) details of the key features and limitations, fees and charging arrangements that will apply to the NBN CSP's proposed supply of the interim service to the consumer,

    as soon as possible after becoming aware of the matter in subsection 9(1), and before obtaining the consumer's consent to the supply of that service.

   12  Timeframes for the supply of an interim service

       (1)        Where an NBN CSP is required to supply an interim service to a consumer under subsection 9(1), it must be supplied to the consumer:

           (a)          where the consumer is located in an urban area - within 3 working days;

           (b)          where the consumer is located in a major rural area - within 4 working days; or

           (c)          where the consumer is located in a minor rural or remote area - within 6 working days,

       of the NBN CSP obtaining the consumer's consent to that supply.

       (2)          The requirement to supply an interim service within a period set out in subsection (1) ceases to apply where the consumer's NBN service becomes operational prior to the supply of the