Version March 2008
Customers may have rights under the Customer Service Guarantee
Standard (CSG Standard) made under the Telecommunications (Consumer
Protection and Service Standards) Act 1999.
The CSG Standard specifies timeframes for the connection of
services, the repair of faults and the making and keeping of
appointments. This applies to the standard telephone service,
telephone line, and certain enhanced call handling features
(namely, Call Waiting, Call Barring, Call Divert, Calling Number
Display and Calling Number Display Suppression). You may be
entitled to financial compensation if we fail to meet our CSG
Standard requirements.
The CSG Standard does not apply to mobile services, customer
equipment or where you have has more than five telephone
services.
In certain circumstances, Dodo is exempt from complying with the
CSG Standard. These situations include:
~ Where our ability to comply is impacted by circumstances out
of our control, including for example, extreme weather
conditions.
~ Where you have specifically waived your CSG rights, in
accordance with the Standard.
If you have any enquiries about the CSG Standard, contact the
Dodo Customer Service:
131 602 - 9am to 9pm AEST (7 days a week)
If you are not satisfied with the way Dodo has handled your
query, contact the Telecommunications Industry Ombudsman:
Phone (03) 8600 8700
Free Call 1800 062 058
Fax 1800 630 614
TTY 1800 675 692
Website www.tio.com.au
Mail PO Box 276, Collins Street West
Melbourne VIC 8007
Details of your rights and our obligations under the CSG
Standard can be found at www.acma.gov.au