This CSG waiver applies to customers who sign up for a residential Voice plan (VoIP service) with Go Troppo.
Under the Telecommunications (Consumer Protection and Service Standards) Act 1999 and the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard), service providers are required to ensure minimum service levels for standard telephone services, including VoIP and enhanced call features.
The CSG includes defined timeframes for:
Connecting a telephone service.
Repairing faults.
Attending scheduled appointments.
The CSG does not apply if you agree to waive your rights under this guarantee.
Since Go Troppo’s residential Voice plans are only available with a Go Troppo internet service, the plan is offered on the basis that you waive your CSG rights. This is necessary because we cannot guarantee restoration times for your Voice service if issues arise with the internet or the underlying physical connection.
Waiving your CSG rights does not affect our commitment to providing quality service. If any issues occur with your residential Voice service, we are here to help.
Waiving your CSG rights is optional. However, if you choose not to waive these rights, we will be unable to provide you with a residential Voice service.
Once you agree to this waiver, it is effective immediately. However, you have the right to withdraw your agreement within 5 working days. If you do so, Go Troppo reserves the right to cancel your residential Voice service.
By agreeing to this waiver, you are giving up certain rights under the CSG Standard, which includes the ability to seek compensation for service issues related to:
Providing information about the CSG and performance standards.
Maximum timeframes for service connections, with compensation if these deadlines aren’t met.
Timeframes for fault resolution, with compensation if not met.
Timeframes for appointments to connect or repair services, with compensation if missed.
For full details on the rights you are waiving and compensation guidelines if CSG timeframes are missed, please visit: ACMA CSG Information
If you have any questions about this CSG waiver or need help with your residential Voice service, please contact Go Troppo at +1300 876 776 or reach out to us through the contact options available on our website.
