Fonality Customer Service Guarantee Waiver

The Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) (CSG) sets out certain rights and protections that are available to a customer that receives a standard telephone service. The CSG is only available to customers that have 5 or less standard phone lines. This waiver sets out important information as to the rights and protections provided under the CSG that the Customer is agreeing to forego in return for significant service benefits provided by Fonality.

1. In accordance with Part 5 of the CSG, Fonality proposes that the Customer waive the rights and protections available under the CSG in exchange for the significant service benefit of substantially cheaper call charges than would otherwise be payable for the Service.

2. By entering into an Agreement with Fonality, the Customer will forego the rights and protections available under the CSG, including the following:

(a) Upon connection and at least once every 2 years, service providers must provide information to customers about:

(i) the performance standards which apply under the CSG;

(ii) the service provider's obligations under the performance standards;

(iii) the damages the customer is entitled to if the service provider contravenes the performance standards; and

(iv) any other information about the performance standards that the customer requests.

(b) Maximum timeframes for connections:

Connection Type	Community	Community size (no. of people)	Connection time (after receipt of customer's application)
In place connection	All	All	Within 2 working days
Close to cabling or infrastructure	Urban	Greater than or equal to 10,000 people	Within 5 working days
Close to cabling or infrastructure	Major rural	Between 2,500 and 10,000 people	Within 10 working days
Close to cabling or infrastructure	Minor rural and remote	Up to 2,500 people	Within 15 working days
Not close to cabling or infrastructure	All	All	Within 20 working days

Community	Community size (no. of people)	Repair time
Urban	Greater than or equal to 10,000 people	End of next working day after the fault is reported
Rural	Between 200 and 10,000 people	End of the 2nd working day after the fault is reported
Remote	Up to 200 people	End of the 3rd working day after the fault is reported

(d) Maximum timeframes for appointments:

Appointment period	Definition of missed appointment
4 hours or less	Service provider does not attend within 15 minutes of the appointment period
Between 4 and 5 hours	Service provider does not attend within the appointment period

(e) Compensation:

Customer	Services delayed	Compensation for first 5 working days (per working day)	Compensation after first 5 working days (per working day)
Resident/Charity	Connection or repair of standard telephone service	$14.52	$48.40
Connection or repair of enhanced call handling features to an existing service	$7.26	$24.20
Connection or repair of two or more enhanced call handling features to an existing service	$14.52	$48.40
Not keeping an appointment	$14.52 for each missed appointment
Business	Connection or repair of the standard telephone service	$24.20	$48.40
Connection or repair of enhanced call handling features to an existing service	$12.10	$24.20
Connection or repair of two or more enhanced call handling features to an existing service	$24.20	$48.40
Not keeping an appointment	$24.20 for each missed appointment

3. This waiver will take effect 7 days after the Customer enters into an Agreement with Fonality, unless the Customer notifies Fonality that it withdraws its acceptance within that period.

4. If the Customer does not accept the Proposal, or notifies Fonality that it withdraws its acceptance, Fonality cannot provide the Customer with the Service.