Today I contacted TPG Sales via a phone call and spoke to Cherie (Extension 6425) to arrange an NBN service (XXL Bundle).
I asked what my waiver of the CSG meant and she said it only affected the connection of the NBN, which could take between 2 and 30 days thus the waiver. I again asked if it affected any other part of my rights and she again advised that it was only the Connection part of my rights.
I then read to her the relevant section of the Critical Information Summary which is
The standard Monthly Charge and Setup pricing stated in the
Information about Pricing section are based on new customers agreeing to
waive the Customer Service Guarantee (CSG). ". To which she replied that it was only about the connection timeframe.
I have now received my first couple of emails one of which includes the “CSG waiver.pdf” copied here for your perusal:
"TPG Internet Pty Ltd ABN 15 068 383 737
65 Waterloo Road, North Ryde NSW 2113
Tel: 13 14 23 Fax: 02 9850 0813
Web site: www.tpg.com.au
We are sending you this document to confirm that you have agreed to the following:
Customer Service Guarantee Waiver
You wish to acquire a TPG Voice plan in respect of which TPG Internet Pty Ltd (TPG) requires you to
waive certain rights and protections provided under the Telecommunications (Customer Service Guarantee) Standard (the “CSG”).
The CSG is a guarantee that is prescribed under the Telecommunications Act 1997 and gives consumers certain rights in connection with standard telephone services. These rights include:
a. The right to be provided with information about the CSG and the performance standards applicable under it;
b. The right to receive compensation if a standard telephone service is not connected within a specified timeframe;
c. The right to receive compensation if a fault or service difficulty exists on a standard telephone service and is not rectified within a specified timeframe;
d. The right to receive compensation if TPG misses an appointment with a customer with whom TPG
has made an appointment in connection with the standard telephone service.
The specified timeframes and the amounts of compensation vary based on the customer location, the nature of the infrastructure available at the customer site and the length of time during which default has occurred.
As an example of the range of compensation, compensation for an unrepaired fault ranges from $14.52 to $48.40 per day and compensation for a missed appointment ranges from $14.52.
Full detail of the compensation can be found with a search of the ACMA website:
TPG Voice plans, where the CSG is waived are low priced. TPG believes that there is therefore
a significant benefit available to you if you waive the CSG. The consequences of agreeing to waive these rights are that you are not entitled to receive this compensation.
You are under no obligation to consent to the waiver. You should have made your own assessment
as to whether the non-CSG plans represent sufficient value for you to waive the rights given to you
under the CSG.
Your acceptance of this proposed waiver of your rights & protections under the CSG will take
effect on the date you agreed to this waiver (either by submitting the form online by clicking “Next” or by agreeing orally if you applied on the phone) unless, within 5 working days, you withdraw your waiver and communicate that withdrawal to TPG. If you do withdraw your waiver, TPG will not be able to supply the TPG Voice service to you.
This email has been sent confirming you have agreed to waive your rights and protections under the CSG and are not able to make a claim against TPG for compensation under the CSG in connection with the TPG Voice service that you have acquired.
I, Graham XXXXXXXXXX, understand the protections & rights under the Customer Service Guarantee and agree to waive wholly those protections & rights as they apply to the NBN FTTN Broadband XXL Bundle Superfast supplied to me by TPG at Lot XXX X XXXXXXXX XX XXXXXXXXXX XXXXXX XXX XXXX ."
Nowhere in this document or waiver does it say it is only in regards to my connection but it is rather referring to my entire Voice service including any faults that arise. So what are TPG telling their agents in their training or is this what they want them to say that the waiver only extends to the connection?
It again reflects the poor state of the CSG that it has not moved to accommodate the NBN where nearly all Voice services will be VOIP and thus render the CSG meaningless and toothless. This needs to be addressed urgently.