Customer Service Guarantee Waiver
The Telecommunications (Customer Service Guarantee) Standard sets timeframes for connecting and repairing some standard telephone services, and compensation if a provider misses those timeframes. Some VoIP services can be CSG services. We can only supply our internet-dependent voice services if you waive those CSG rights. This document is that waiver.
Contents
1. You do not have to agree
You do not have to sign this waiver. If you do not, we will not supply a CSG-eligible voice service to you, because those services are designed to run over your internet connection and we cannot meet CSG connection and repair timeframes as if they were a traditional landline.
This waiver is not a waiver of the Australian Consumer Law, of our Complaints Handling Policy, or of your right to complain to the Telecommunications Industry Ombudsman where you are eligible.
2. Who we are
Avanser Pty Ltd ABN 15 107 330 049 trading as VoxaLink, 81 Mooramie Ave, Kensington NSW 2033. Support: support@voxalink.cloud.
3. When the waiver starts
This waiver starts on the date you accept it, including by ticking the signup checkbox that incorporates it, and applies to each CSG-eligible voice service we supply to you from that date, including later extensions, numbers and seats on the same account unless we agree otherwise in writing.
4. Rights you waive
You waive your rights under the Telecommunications (Customer Service Guarantee) Standard in relation to the voice services we supply, including:
- damages for breach of CSG performance standards, and the time to pay those damages, under the Telecommunications (Consumer Protection and Service Standards) Act
- the obligation to give you CSG information in the form the Standard requires
- CSG timeframes to connect a service and to fix faults or service difficulties
- CSG performance standards about customer appointments
5. What the CSG would otherwise do
If you did not waive, the CSG would set maximum timeframes for connecting an eligible standard telephone service and for repairing faults, with daily compensation if we missed those timeframes. Compensation amounts are set by the ACMA and change over time. The CSG does not apply to mobile services, to customer equipment we do not supply, or to a customer who has more than five standard telephone services at the location, among other exclusions.
The ACMA explains the CSG at acma.gov.au/customer-service-guarantee.
6. What might happen if you waive
Connection and repair will follow this agreement and our ordinary support process, not CSG timeframes. We will still work to restore a faulty service, and you still have Australian Consumer Law guarantees and the Complaints Handling Policy. You will not receive CSG compensation if a connection or repair takes longer than the CSG would have allowed. Because the service needs power and internet, it may be unavailable during an outage even if we are meeting our own support duties.
7. Resellers
If you are a reseller, you waive CSG rights for reseller services you acquire from us. You must obtain an equivalent informed waiver from an end customer before we will supply a CSG-eligible voice service for that end customer. You must not tell an end customer that CSG applies to a VoxaLink voice service.