{"id":"F2023L01334","name":"Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2023","slug":"telecommunications-customer-service-guarantee-record-keeping-rules-2023","collection":"legislative_instrument","jurisdiction":"commonwealth","status":"in_force","isInForce":true,"actNumber":null,"makingDate":null,"administeringDepartment":null,"currentVersion":{"id":442121,"registerId":"F2023L01334-fast-fetch-1775957217067","compilationNumber":null,"startDate":"2026-04-12","status":"InForce","reasons":null,"registeredAt":null},"sections":[{"sectionNumber":"1","sectionType":"section","heading":"Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2023","content":"---\nmeta-content-style-type: text/css\nmeta-content-type: application/xhtml+xml; charset=utf-8\ntitle: Principal Instrument Template\n---\n\n?xml version=\"1.0\" encoding=\"utf-8\" standalone=\"no\"?>\n\n![Commonwealth of Australia coat of arms](image.001.jpeg)\n\n \n\nTelecommunications (Customer Service Guarantee) Record-Keeping Rules 2023\n\n \n\nThe Australian Communications and Media Authority makes the following rules under section 529 of the Telecommunications Act 1997.\n\nDated: 28 September 2023\n\nSamantha Yorke\n\n[signed]\n\nMember\n\n \n\nBrendan Byrne\n\n[signed]\n\nMember/General Manager\n\n \n\nAustralian Communications and Media Authority\n\n \n\n \n\n \n\nContents\n\n[Part 1—Preliminary](#_Toc145322204)\n\n[1 Name](#_Toc145322205)\n\n[2 Commencement](#_Toc145322206)\n\n[3 Authority](#_Toc145322207)\n\n[4 Repeal of the Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2011](#_Toc145322208)\n\n[5 Repeal of this instrument](#_Toc145322209)\n\n[6 Definitions](#_Toc145322210)\n\n[7 Qualifying carriage service providers](#_Toc145322211)\n\n[8 References to other instruments](#_Toc145322212)\n\n[Part 2—Keeping of Records](#_Toc145322213)\n\n[9 Records relating to the number of CSG services supplied](#_Toc145322214)\n\n[10 Records relating to in-place connection requests](#_Toc145322215)\n\n[11 Records relating to new connection requests](#_Toc145322216)\n\n[12 Records for CSG services required to be connected in guaranteed maximum connection period specified in subsection 11(2) of the CSG Standard](#_Toc145322217)\n\n[13 Records relating to reports of faults or service difficulties](#_Toc145322218)\n\n[14 Records relating to the keeping of appointments](#_Toc145322219)\n\n[Part 3—Retention of Records](#_Toc145322220)\n\n[15 Period for retention of records](#_Toc145322221)\n\n[Part 4—Reporting](#_Toc145322222)\n\n[16 Requirement to prepare compliance reports](#_Toc145322223)\n\n[17 Requirement to give compliance reports to the ACMA](#_Toc145322224)\n\n[Part 5—Audit](#_Toc145322225)\n\n[18 Auditing of compliance with these Rules](#_Toc145322226)\n\n[19 Audit terms of reference](#_Toc145322227)\n\n[20 Nomination of auditor](#_Toc145322228)\n\n[21 Requirement to provide audit report to the ACMA](#_Toc145322229)\n\n[Part 6—Transitional](#_Toc145322230)\n\n[22 Retention of records](#_Toc145322231)\n\n[23 Audit](#_Toc145322232)\n\n[Schedule 1 — Information to be included in a compliance report](#_Toc145322233)\n\n[Schedule 2 — Form of Compliance Report](#_Toc145322234)\n\n \n\n# Part 1—Preliminary\n\n## 1  Name\n\n  These rules are the Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2023.\n\n## 2  Commencement\n\n  These rules commence at the start of the day after the day they are registered on the Federal Register of Legislation.\n\nNote: The Federal Register of Legislation may be accessed free of charge at [www.legislation.gov.au](http://www.legislation.gov.au).\n\n## 3  Authority\n\n  These rules are made under section 529 of the Telecommunications Act 1997.\n\n## 4  Repeal of the Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2011\n\n  The Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2011 (Registration No. F2011L01997) are repealed.\n\n## 5  Repeal of this instrument\n\n These rules are repealed on the same day that the Telecommunications (Customer Service Guarantee) Standard 2023 is repealed.\n\nNote 1: Section 5 of the Standard provides that the Standard is repealed at the end of the period of 36 months after its commencement.\n\nNote 2: The Standard is registered on the Federal Register of Legislation and may be accessed free of charge at [www.legislation.gov.au](http://www.legislation.gov.au).\n\n## 6  Definitions\n\n(1)    In these rules:\n\n2011 rules means the Telecommunications (Customer Service Guarantee) Record-Keeping Rules 2011, as in force immediately before the commencement of these rules.\n\nABN has the meaning given by the A New Tax System (Australian Business Number) Act 1999.\n\nAct means the Telecommunications Act 1997.\n\nappointment has a meaning affected by Division 4 of Part 2 of the CSG Standard.\n\naudit report has the meaning given in subsection 21(4).\n\nBenchmarks Instrument means the Telecommunications (Customer Service Guarantee – Retail Performance Benchmarks) Instrument 2023.\n\ncompliance report means a report under section 16.\n\nconnection or rectification appointment has the meaning given in subsection 14(2).\n\nCSG Standard means the Telecommunications (Customer Service Guarantee) Standard 2023.\n\nfault or service difficulty report has the meaning given in subsection 13(2).\n\nnominated area means Australia.\n\nqualifying carriage service provider for a benchmark period has the meaning given in section 7.\n\nNote: The legislation and legislative instruments referred to in this subsection 6(1) are registered on the Federal Register of Legislation and may be accessed free of charge at [www.legislation.gov.au](http://www.legislation.gov.au).\n\n(2)    In these rules, unless the contrary intention appears, the following terms have the same meaning as given to them in the Benchmarks Instrument:\n\n(a) benchmark period;\n\n(b) in-place connection;\n\n(c) in-place connection request;\n\n(d) major rural area;\n\n(e) minor rural area;\n\n(f) new connection request\n\n(g) remote area;\n\n(h) rural area; and\n\n(i) urban area.\n\n \n\n(3)    In these rules, unless the contrary intention appears, the following terms have the same meaning as given to them in the CSG Standard:\n\n(a)           business day;\n\n(b)           connection period;\n\n(c)           CSG service;\n\n(d)           customer;\n\n(e)           enhanced call handling feature;\n\n(f)            fault or service difficulty;\n\n(g)           guaranteed maximum connection period;\n\n(h)           guaranteed maximum rectification period;\n\n(i)            performance standard;\n\n(j)            rectification period;\n\n(k)           site;\n\n(l)            specified service.\n\nNote: A number of other expressions used in this instrument have the same meaning as in the Act, including the ACMA and carriage service provider.\n\n## 7  Qualifying carriage service providers\n\n A carriage service provider is a qualifying carriage service provider for a benchmark period if, on the last day of the financial year preceding that benchmark period, the carriage service provider supplied 100,000 CSG services or more where the carriage service provider was obliged to comply with any one or more of the performance standards in respect of the carriage service provider’s supply of those CSG services.\n\nNote: This definition corresponds with section 4 of the Benchmarks Instrument.\n\n## 8  References to other instruments\n\n  In this instrument, unless the contrary intention appears:\n\n(a) a reference to any other legislative instrument is a reference to that other legislative instrument as in force from time to time; and\n\n(b) a reference to any other kind of instrument is a reference to that other instrument as in force from time to time.             \n\nNote 1: For references to Commonwealth Acts, see section 10 of the Acts Interpretation Act 1901; and see also subsection 13(1) of the Legislation Act 2003 for the application of the Acts Interpretation Act 1901 to legislative instruments.\n\nNote 2: All Commonwealth Acts and legislative instruments are registered on the Federal Register of Legislation.\n\nNote 3: See section 589 of the Act.\n\n \n\n# Part 2—Keeping of Records\n\n## 9  Records relating to the number of CSG services supplied\n\nA qualifying carriage service provider for a benchmark period must keep a record of the number of CSG services that were supplied by the carriage service provider on the last day of that benchmark period, in each of the following areas:\n\n(a) the nominated area;\n\n(b) urban areas;\n\n(c) major rural areas;\n\n(d) minor rural areas;\n\n(e) rural areas; and\n\n(f) remote areas,\n\nwhere the carriage service provider was obliged to comply with one or more performance standards in respect of the carriage service provider’s supply of those CSG services.\n\n## 10  Records relating to in-place connection requests\n\n(1) A qualifying carriage service provider for a benchmark period must, in relation to each in-place connection request that is relevant to the benchmark period, keep a record of:\n\n(a) the name of the customer;\n\n(b) the address of the site to which the customer requested the CSG service be connected;\n\n(c) the date and time at which the carriage service provider received the request from the customer;\n\n(d) the date and time at which the guaranteed maximum connection period expires in relation to the request;\n\nNote: The guaranteed maximum connection period that applies in relation to an in-place connection request is ascertained by having regard to subsection 11(1) of, and item 201 of Schedule 1 to, the CSG Standard. \n\n(e) if the carriage service provider and the customer made an arrangement of a kind mentioned in section 12 of the CSG Standard for connection in a period shorter or longer than the guaranteed maximum connection period—the date and time at which that period expires;\n\n(f) the date and time at which the carriage service provider complied with the request;\n\n(g) the connection period in business days; and\n\n(h) if the carriage service provider failed to comply with the request in the guaranteed maximum connection period or a period arranged under section 12 of the CSG Standard, and that failure is wholly or partly attributable to one or more acts or omissions by another carriage service provider—the name of the other carriage service provider and a description of those acts or omissions.\n\n(2) For the purposes of this section, an in-place connection request is relevant to the benchmark period if the carriage service provider that received the request is required to comply with the request during the benchmark period.\n\n## 11  Records relating to new connection requests\n\n(1) A qualifying carriage service provider for a benchmark period must, in relation to each new connection request that is relevant to the benchmark period, keep a record of:\n\n(a) the name of the customer;\n\n(b) the address of the site to which the customer requested the CSG service be connected;\n\n(c) the date and time at which the carriage service provider received the request from the customer;\n\n(d) the date and time at which the guaranteed maximum connection period expires in relation to the request;\n\nNote: The guaranteed maximum connection period that applies in relation to a new connection request is ascertained by having regard to subsection 11(1) of, and item 202 of Schedule 1 to, the CSG Standard. \n\n(e) if the carriage service provider and the customer made an arrangement of a kind mentioned in section 12 of the CSG Standard for connection in a period shorter or longer than the guaranteed maximum connection period—the date and time at which that period expires;\n\n(f) the date and time at which the carriage service provider complied with the request;\n\n(g) the connection period in business days;\n\n(h) if the carriage service provider failed to comply with the request in the guaranteed maximum connection period or a period arranged under section 12 of the CSG Standard, and that failure is wholly or partly attributable to one or more acts or omissions by another carriage service provider—the name of the other carriage service provider and a description of those acts or omissions; and\n\n(i) whether the site to which the customer requests a CSG service be connected, is located in:\n\n(i) an urban area;\n\n(ii) a major rural area;\n\n(iii) a minor rural area; or\n\n(iv) a remote area.\n\n(2) For the purposes of this section, a new connection request is relevant to the benchmark period if the carriage service provider that received the request is required to comply with the request during the benchmark period.\n\n## 12  Records for CSG services required to be connected in guaranteed maximum connection period specified in subsection 11(2) of the CSG Standard\n\n(1) A qualifying carriage service provider for a benchmark period must, in relation to each request that is:\n\n(a) made by a customer to the carriage service provider to connect a CSG service at a site; and\n\n(b) required to be complied with by the carriage service provider in the guaranteed maximum connection period specified in subsection 11(2) of the CSG Standard; and\n\n(c) relevant to the benchmark period,\n\nkeep a record of:\n\n(d) the name of the customer;\n\n(e) the address of the site to which the customer requests the CSG service be connected;\n\n(f) the date and time at which the carriage service provider received the request from the customer;\n\n(g) the date and time at which the guaranteed maximum connection period expires in relation to the request;\n\n(h) if the carriage service provider and the customer made an arrangement of a kind mentioned in section 12 of the CSG Standard for connection in a period shorter or longer than the guaranteed maximum connection period—the date and time at which that period expires;\n\n(i) the date and time at which the carriage service provider complied with the request;\n\n(j) the connection period in business days;\n\n(k) if the carriage service provider failed to comply with the request in the guaranteed maximum connection period or a period arranged under section 12 of the CSG Standard, and that failure is wholly or partly attributable to one or more acts or omissions by another carriage service provider—the name of the other carriage service provider and a description of those acts or omissions; and\n\n(l) whether the site to which the customer requests a CSG service be connected, is located in:\n\n(i) an urban area;\n\n(ii) a major rural area;\n\n(iii) a minor rural area; or\n\n(iv) a remote area.\n\n(2) For the purposes of this section, a request is relevant to the benchmark period if the carriage service provider that received the request is required to comply with the request during the benchmark period.\n\n## 13  Records relating to reports of faults or service difficulties\n\n(1) A qualifying carriage service provider for a benchmark period must, in relation to each fault or service difficulty report that is:\n\n(a) made by a customer to the carriage service provider; and\n\n(b) relevant to the benchmark period,\n\nkeep a record of:\n\n(c) the name of the customer;\n\n(d) the address of the site at which the specified service is supplied;\n\n(e) the date and time at which the carriage service provider received the fault or service difficulty report from the customer;\n\n(f) the date and time at which the guaranteed maximum rectification period expires in relation to the fault or service difficulty report;\n\nNote: The guaranteed maximum rectification period that applies in relation to a fault or service difficulty report is ascertained by having regard to sections 14 and 15 of the CSG Standard.\n\n(g) if the carriage service provider and the customer made an arrangement of a kind mentioned in section 17 of the CSG Standard for rectification of the fault or service difficulty in a period shorter or longer than the guaranteed maximum rectification period – the date and time at which that period expires;\n\n(h) the date and time at which the carriage service provider rectified the fault or service difficulty;\n\n(i) the rectification period in business days;\n\n(j) if the carriage service provider failed to comply with the guaranteed maximum rectification period or a period arranged under section 17 of the CSG Standard, and that failure is wholly or partly attributable to one or more acts or omissions by another carriage service provider—the name of the other carriage service provider and a description of those acts or omissions; and\n\n(k) whether the site at which the specified service is supplied, is located in:\n\n(i) an urban area;\n\n(ii) a rural area; or\n\n(iii) a remote area.\n\n(2) A fault or service difficulty report means a report made by a customer to a carriage service provider of a fault or service difficulty in respect of a specified service supplied by the carriage service provider to the customer other than a fault or service difficulty relating to an inoperative enhanced call handling feature on a specified service that includes an enhanced call handling feature.\n\n(3) For the purposes of this section, a fault or service difficulty report is relevant to the benchmark period if the carriage service provider that received the report is required to rectify the fault or service difficulty in the benchmark period.\n\n## 14  Records relating to the keeping of appointments\n\n (1) A qualifying carriage service provider for a benchmark period must, in relation to each connection or rectification appointment:\n\n(a) to which the carriage service provider is a party; and\n\n(b) that is relevant to the benchmark period,\n\nkeep a record of:\n\n(c) the name of the customer that is a party to the appointment;\n\n(d) the address of the site of the appointment;\n\n(e) the date of the appointment;\n\n(f) the time of the appointment or, if an appointment is in the period between two particular times of the day, those two particular times;\n\nNote: Subsection 19(3) of the CSG Standard provides that an appointment may be in the period between two particular times of the day.\n\n(g) any changes made to the date, time or location of the appointment; \n\n(h) the latest date and time by which the carriage service provider must be present at the site in order to be taken to have kept the appointment in accordance with section 20 of the CSG Standard;\n\nNote: Section 20 of the CSG Standard sets out the criteria for determining whether an appointment is kept.\n\n(i) the date and time at which the carriage service provider is present at the site; and\n\n(j) if the carriage service provider failed to keep the appointment in accordance with section 20 of the CSG Standard, and that failure is wholly or partly attributable to one or more acts or omissions by another carriage service provider—the name of the other carriage service provider and a description of those acts or omissions.\n\n (2) For the purposes of this section, a connection or rectification appointment means an appointment for the purpose of a carriage service provider connecting a specified service or rectifying a fault or service difficulty in respect of a specified service supplied by the carriage service provider.\n\n (3) For the purposes of this section, a connection or rectification appointment is relevant to the benchmark period if the carriage service provider that is a party to that appointment is required to keep that appointment during the benchmark period.\n\n (4) For the purposes of this section, a customer of a carriage service provider includes a reference to a person who represents the customer.\n\n \n\n# Part 3—Retention of Records\n\n## 15  Period for retention of records\n\n  If, in a benchmark period, a carriage service provider is required to keep a record of a matter described in Part 2, the carriage service provider must retain that record for a period that expires no earlier than two years after the end of that benchmark period.\n\nNote: For example, if in accordance with Part 2, a carriage service provider keeps a record of a matter in the benchmark period commencing 1 October 2023 and ending 30 June 2024, that record must be retained until at least 30 June 2026.\n\n# Part 4—Reporting\n\n## 16  Requirement to prepare compliance reports\n\n (1) A carriage service provider that is or was a qualifying carriage service provider for a benchmark period must, in accordance with this section, prepare a compliance report in respect of that benchmark period.\n\n (2) A compliance report must:\n\n (a) include the information specified in Schedule 1; and\n\n (b) be in the form specified in Schedule 2.\n\n## 17  Requirement to give compliance reports to the ACMA\n\n (1) A carriage service provider that is or was a qualifying carriage service provider for a benchmark period must give to the ACMA a compliance report in respect of that benchmark period no later than 40 business days after the end of the benchmark period, or such later time as agreed in writing by the ACMA.\n\n (2) A compliance report must be given to the ACMA by electronic transmission to the email address published for the purposes of this subsection from time to time on the ACMA website.\n\n (3) A compliance report delivered under subsection 17(2) may be in an electronic format of a kind agreed in writing by the ACMA.\n\n# Part 5—Audit\n\n## 18  Auditing of compliance with these Rules\n\n (1) This section applies to a carriage service provider that is or was a qualifying carriage service provider for a benchmark period.\n\n (2) Subject to subsection (5), the ACMA may, in accordance with subsections (3) or (4), by written notice given to the carriage service provider, require the carriage service provider to engage, at its own cost, an external auditor to audit the compliance of the carriage service provider with these rules.\n\n (3) The ACMA may require the carriage service provider to obtain one initial audit in respect of each compliance report which the carriage service provider is required to give to the ACMA under subsection 17(1).\n\n (4) The ACMA may require the carriage service provider to obtain one follow‑up audit in respect of each initial audit required under subsection (3) if the ACMA forms a view on reasonable grounds that the initial audit is inadequate.\n\n (5) The ACMA may only require an audit under subsection (2) if it forms a view on reasonable grounds that an audit is necessary.\n\n## 19  Audit terms of reference\n\n (1) This section applies to a carriage service provider that has received a notice given under subsection 18(2).\n\n (2) The carriage service provider must, no later than 21 days after receipt of the notice, or such longer period as the ACMA may agree in writing, give to the ACMA draft terms of reference of the audit.\n\n (3) The ACMA may, by written notice given to the carriage service provider:\n\n(a) approve the draft terms of reference; or\n\n(b) require the carriage service provider to make changes to the draft terms of reference.\n\n (4) Within 14 days after receipt of a notice given under paragraph (3)(b), or such longer period as the ACMA may agree in writing, the carriage service provider must provide to the ACMA revised terms of reference.\n\n (5) The ACMA may, by written notice given to the carriage service provider:\n\n(a) approve the revised terms of reference; or\n\n(b) specify the terms of reference of the audit, provided that it has formed the view on reasonable grounds that the revised terms of reference do not give effect to the changes notified under paragraph (3)(b).\n\n (6) The terms of reference of the audit must include:\n\n(a) the objectives of the audit;\n\n(b) the format of the auditor’s opinion;\n\n(c) the auditing standard or standards in accordance with which the audit must be conducted; and\n\n(d) a timetable for the conduct of the audit, including the date by which the audit report is to be provided by the auditor to the carriage service provider.\n\nNote: Section 21 sets out requirements relating to the provision of audit reports to the ACMA.\n\n (7) The objectives of the audit must include determining whether the carriage service provider:\n\n(a) has prepared any compliance reports required under section 16; and\n\n(b) kept any records of a kind described in Part 2 required under these Rules,\n\nin accordance with the requirements of these Rules.\n\n## 20  Nomination of auditor\n\n (1) This section applies to a carriage service provider that has received a notice under paragraph 19(3)(a), 19(5)(a) or 19(5)(b), as the case may be.\n\n (2) The carriage service provider must, no later than 21 days after receipt of the notice, or such longer period as the ACMA may agree in writing, notify the ACMA in writing of its choice of auditor.\n\n (3) The ACMA may, by written notice given to the carriage service provider:\n\n(a) approve the choice of auditor; or\n\n(b) reject the choice of auditor.\n\n (4) Within 14 days after receipt of a notice given under paragraph (3)(b), or such longer period as the ACMA may agree in writing, the carriage service provider must notify the ACMA in writing of a new choice of auditor.\n\n (5) The ACMA may, by written notice given to the carriage service provider:\n\n(a) approve the new choice of auditor; or\n\n(b) require the carriage service provider to contract with a specified auditor or any auditor from a specified group of auditors.\n\n (6) The carriage service provider must take all necessary steps to ensure that the auditor:\n\n(a) complies with the applicable terms of reference under section 19; and\n\n(b) is able to form an opinion in relation to the achievement of the objectives of the audit referred to in subsection 19(7).\n\n## 21  Requirement to provide audit report to the ACMA\n\n (1) This section applies to a carriage service provider if sections 18, 19 and 20 apply to the provider.\n\n (2) Upon receipt by the carriage service provider of the audit report from the auditor, the provider must:\n\n(a) within 14 days; or\n\n(b) or such longer period as the ACMA may agree in writing,\n\ngive the audit report to the ACMA.\n\n (3) The carriage service provider must take all necessary steps to ensure that the auditor provides an audit report meeting the description in subsection (4).\n\n (4) For the purposes of this section, an audit report must include:\n\n(a) an audit plan outlining the scope and coverage of the audit;\n\n(b) an audit memorandum stating how the audit scope and objectives have been applied; and\n\n(c) an expression of opinion as to whether the carriage service provider has:\n\n(i) prepared any compliance reports required under section 13; and\n\n(ii) kept any records of a kind described in Part 2 required under these Rules,\n\nin accordance with the requirements of these Rules.\n\n \n\n# Part 6—Transitional\n\n## 22  Retention of records\n\nWhere a carriage service provider was required to keep a record under Part 2 of the 2011 rules and was obliged to retain that record under Part 3 of the 2011 rules, the obligation to retain that record for a minimum period applies as if the 2011 rules had not been repealed.\n\nNote:    For example, if in accordance with Part 3 of the 2011 rules, a carriage service provider would have (but for the repeal of the 2011 rules) been required to keep a record until 30 June 2025, section 22 of these rules requires that the record must be retained until at least 30 June 2025, to meet the minimum 2 year retention period.\n\n## 23  Audit\n\n(1)    The reference in subsection 18(2) to “these rules” includes the 2011 rules.\n\n(2)    The reference in subsection 18(3) to subsection 17(1) of these rules includes subsection 14(1) of the 2011 rules.\n\n# Schedule 1 — Information to be included in a compliance report\n\n1 Information relating to the carriage service provider and benchmark period\n\n A compliance report must include:\n\n(a)      the name of the carriage service provider;\n\n(b)      the ABN of the carriage service provider;\n\n(c)      the date on which the compliance report was prepared; and\n\n(d)      the start and end dates of the benchmark period.\n\n2 Information relating to the supply of CSG services\n\nA compliance report must include, in respect of the benchmark period covered by the report, the number of CSG services that were supplied by the carriage service provider on the last day of that benchmark period, in each of the following areas:\n\n(a)      the nominated area;\n\n(b)      urban areas;\n\n(c)      major rural areas;\n\n(d)      minor rural areas;\n\n(e)      rural areas; and\n\n(f)       remote areas,\n\nwhere the carriage service provider was obliged to comply with one or more performance standards in respect of the carriage service provider’s supply of those CSG services.\n\nNote: The information specified in item 2 is for the purpose of applying sections 4 and 6 of the Benchmarks Instrument.\n\n3 Performance information relating to in-place connection requests\n\nA compliance report must include, in respect of the benchmark period covered by the report, the following information in relation to the nominated area:\n\n(a) the number of in-place connection requests that were required to be complied with by the carriage service provider during the benchmark period; and\n\n(b) of those requests referred to in paragraph (a) that were required to be complied with by the carriage service provider in a guaranteed maximum connection period specified in item 201 of Schedule 1 to the CSG Standard, or in a period arranged under section 12 of the CSG Standard—\n\n(i) the number that were complied with in that period;\n\n(ii) the number that were not complied with in that period; and\n\n(iii) the number that were not complied with in that period, where the carriage service provider’s failure to comply was wholly or partly attributable to one or more acts or omissions by another carriage service provider.\n\nNote: For the avoidance of doubt, a compliance report does not need to include information about requests that were required to be complied with by a carriage service provider in a guaranteed maximum connection period mentioned in subsection 11(2) of the CSG Standard.\n\n4 Performance information relating to new connection requests\n\n(1) A compliance report must include, in respect of the benchmark period covered by the report, the following information in relation to each area described in sub-item (2):\n\n(a) the number of new connection requests that were required to be complied with by the carriage service provider during the benchmark period; and\n\n(b) of those requests referred to in paragraph (a) that were required to be complied with by the carriage service provider in a guaranteed maximum connection period specified in item 202 of Schedule 1 to the CSG Standard, or in a period arranged under section 12 of the CSG Standard—\n\n(i)       the number that were complied with in that period;\n\n(ii)     the number that were not complied with in that period; and\n\n(iii)   the number that were not complied with in that period, where the carriage service provider’s failure to comply was wholly or partly attributable to one or more acts or omissions by another carriage service provider.\n\nNote: For the avoidance of doubt, a compliance report does not need to include information about requests that were required to be complied with by a carriage service provider in a guaranteed maximum connection period mentioned in subsection 11(2) of the CSG Standard.\n\n(2) For the purposes of sub-item (1), the areas are:\n\n(a) the nominated area; and\n\n(b) each of the following areas within the nominated area:\n\n(i) urban areas;\n\n(ii) major rural areas;\n\n(iii) minor rural areas; and\n\n(iv) remote areas.\n\n5 Performance information relating to faults or service difficulties\n\n(1) A compliance report must include, in respect of the benchmark period covered by the report, the following information in relation to each area described in sub-item (3):\n\n(a)           the number of faults or service difficulties reported that were required to be rectified by the carriage service provider in the benchmark period; and\n\nNote: “Fault or service difficulty” does not include an inoperative enhanced call handling feature (see sub-item 5(2) of this Schedule and also subsection 9 (3) of the Benchmarks Instrument).  Reports relating to inoperative enhanced call handling features are also excluded from the record‑keeping rules in Part 2 (see subsection 13(2) of these Rules).  Consequently, a compliance report will not include reports of faults or service difficulties of that kind.\n\n(b)           of those requests referred to in paragraph (a) that were required to be rectified by the carriage service provider in a guaranteed maximum rectification period, or in a period arranged under section 17 of the CSG Standard—\n\n(i)       the number that were rectified in that period;\n\n(ii)     the number that were not rectified in that period; and\n\n(iii)   the number that were not rectified in that period, where the carriage service provider’s failure to rectify was wholly or partly attributable to one or more acts or omissions by another carriage service provider.\n\n(2) In this item, fault or service difficulty does not include a fault or service difficulty relating to an inoperative enhanced call handling feature on a specified service that includes an enhanced call handling feature.\n\n(3) For the purposes of sub-item (1), the areas are:\n\n(a) the nominated area; and\n\n(b) each of the following areas within the nominated area:\n\n(i) remote areas;\n\n(ii) rural areas; and\n\n(iii) urban areas.\n\n6 Performance information relating to the keeping of appointments\n\nA compliance report must include, in respect of the benchmark period covered by the report, the following information in relation to the nominated area:\n\n(a) the number of connection or rectification appointments that were required to be kept by the carriage service provider during the benchmark period;\n\n(b) of those appointments referred to in paragraph (a)—\n\n(i) the number that are taken, under section 20 of the CSG Standard, to have been kept; and\n\n(ii) the number that are taken, under section 20 of the CSG Standard, to have been missed; and\n\n(iii) the number that are taken to have been missed, where the carriage service provider’s failure to keep the appointment was wholly or partly attributable to one or more acts or omissions by another carriage service provider.\n\n# Schedule 2 — Form of Compliance Report\n\n \n\nInstructions for completion of this form—\n\nAll fields in the tables must be completed (nil returns must be specified where appropriate).\n\nTable 1 - Information relating to the carriage service provider and the benchmark period\n\n| Name of carriage service provider |  |\n| --- | --- |\n| ABN of carriage service provider |  |\n| Date on which compliance report was prepared |  |\n| Start and end dates for the benchmark period |  |\n\n\nNote: The information to be included in Table 1 is the information referred to in item 1 of Schedule 1.\n\nTable 2—Information relating to the supply of CSG services\n\n- Information relating to CSG Services For [insert (last day of the benchmark period)]\n- Urban Areas Major Rural Areas Minor Rural Areas Rural Areas Remote Areas Australia\n- Number of CSG services\n\n\nNote: The information to be included in Table 2 is the information referred to in item 2 of Schedule 1.\n\nTable 3—Performance information relating to in-place connection requests\n\n- Nominated area In-place connection requests For benchmark period ending [insert]\n- Australia Number of requests\n- Number (complied)\n- Number (did not comply)\n- Number (did not comply – other CSP)\n\n\nNote 1: The information to be included in Table 3 is the information referred to in item 3 of Schedule 1.\n\nNote 2: In Table 3, CSP means carriage service provider\n\nNote 3: In Table 3, entries in the rows marked “Number (did not comply)” must comprise all requests referred to in subparagraph 3(b)(ii) of Schedule 1, including those that were not complied with due to acts or omissions by another carriage service provider. \n\nTable 4—Performance information relating to new connection requests\n\n- Nominated area New connection requests For benchmark period ending [insert]\n- Urban Areas Major Rural Areas Minor Rural Areas Remote Areas Total\n- Australia Number of requests\n- Number (complied)\n- Number (did not comply)\n- Number (did not comply—other CSP)\n\n\nNote 1: The information to be included in Table 4 is the information referred to in item 4 of Schedule 1.\n\nNote 2: In Table 4, CSP means carriage service provider.\n\nNote 3: In Table 4, entries in the rows marked “Number (did not comply)” must comprise all requests referred to in subparagraph 4(1)(b)(ii) of Schedule 1 including those that were not complied with due to acts or omissions by another carriage service provider.\n\nTable 5—Performance information relating to faults or service difficulties\n\n- Nominated area Faults or service difficulties For benchmark period ending [insert]\n- Urban Areas Rural Areas Remote Areas Total\n- Australia Number of reports\n- Number (complied)\n- Number (did not comply)\n- Number (did not comply—other CSP)\n\n\nNote 1: The information to be included in Table 5 is the information referred to in item 5 of Schedule 1.\n\nNote 2: In Table 5, CSP means carriage service provider.\n\nNote 3: In Table 5, entries in the rows marked “Number (did not comply)” must comprise all faults or service difficulties referred to in subparagraph 5(1)(b)(ii) of Schedule 1, including those that were not rectified in that period due to acts or omissions by another carriage service provider. \n\nTable 6—Performance information relating to the keeping of appointments\n\n- Nominated area Appointment keeping For benchmark period ending [insert]\n- Australia Number of appointments\n- Number (complied)\n- Number (did not comply)\n- Number (did not comply—other CSP)\n\n\nNote 1: The information to be included in Table 6 is the information referred to in item 6 of Schedule 1.\n\nNote 2: In Table 6, CSP means carriage service provider.\n\nNote 3:  In Table 6, entries in the rows marked “Number (did not comply)” must comprise all appointments referred to in subparagraph 6(1)(b)(ii) of Schedule 1, including those appointments that are taken to have been missed in that period due to acts or omissions by another carriage service provider.\n","sortOrder":0}],"analysis":{"kimi_summary":{"content_quality":"ok","complexity_score":5,"scope_assessment":{"changed":false,"description":"The legislation maintains the same core scope as its 2011 predecessor—record-keeping for large telcos under the Customer Service Guarantee. While it updates references to the 2023 CSG Standard and Benchmarks Instrument, it does not expand beyond the original purpose of monitoring telco performance standards. The temporary 36-month lifespan (tied to the Standard's repeal) actually narrows the temporal scope compared to typical ongoing instruments."},"complexity_factors":["Extensive cross-referencing to external instruments (CSG Standard 2023, Benchmarks Instrument 2023, Telecommunications Act 1997, and the repealed 2011 Rules)","Multiple defined terms imported by reference from three different sources (subsection 6(1), (2), and (3))","Nested conditional logic for determining 'relevance' of requests/reports to benchmark periods (sections 10-14)","Detailed record-keeping specifications with 8-12 data points per record type (sections 9-14)","Multi-stage administrative processes for audits with time limits and approval steps (sections 18-21)","Geographic categorisation requirements (urban, major rural, minor rural, remote areas) that vary by record type","Sunset clause linking repeal to another instrument's repeal (section 5), creating interdependent temporal complexity","Transitional provisions preserving obligations under repealed 2011 rules (sections 22-23)"],"plain_english_summary":"This instrument requires large telcos (those supplying 100,000+ standard phone services) to keep detailed records of connections, repairs and appointments, retain them for two years, and regularly report performance to the ACMA. The regulator can also require external audits at the provider’s expense.\n\nIt replaces the 2011 rules, sits with the CSG Standard 2023, and — together with that Standard — will automatically repeal after 36 months, reinforcing short-term accountability for consumer service standards."},"flash_summary":{"complexity_score":6,"scope_assessment":{"changed":false,"description":"The instrument repeals the 2011 record‑keeping rules (s4) and replaces them with updated rules, but does not indicate an expansion of the types of providers or categories of records that must be kept. It preserves prior retention obligations via transitional provision (s22) and ties the instrument’s existence to the CSG Standard (s5). The qualifying threshold and core record/reporting obligations remain the governing scope (s7; Parts 2–4)."},"complexity_factors":["Extensive cross-referencing to other instruments (CSG Standard and Benchmarks Instrument) to determine definitions, periods and thresholds (s6(2)–(3); notes).","Multiple distinct record types with detailed field-level requirements (connection, new-connection, fault, appointment records) increasing operational data capture complexity (Parts 2; ss9–14).","Geographic disaggregation requirements (nominated area, urban, major/minor rural, rural, remote) for counting and reporting (ss9,11(1)(i),12(1)(l),Schedule 1 items 2,4,5).","Time-bound retention and reporting deadlines (2‑year retention; 40 business days for compliance reports) requiring record management and workflow controls (s15; s17(1)).","Audit regime that vests significant procedural discretion in the ACMA: ACMA can require audits on reasonable grounds, set/approve terms of reference, approve or specify auditors, and request follow‑up audits; audits are at provider cost (ss18–21).","Conditional obligations tied to 'benchmark period' status and qualifying-provider threshold, creating periodic eligibility checks and variable applicability (s7; multiple 'relevant to the benchmark period' clauses).","Mandatory report formats and schedules (Schedules 1–2) that prescribe exact data fields and table structure, increasing compliance precision requirements.","Transitional provisions linking retention/audit obligations to the repealed 2011 rules and to the lifespan of the CSG Standard, creating temporal dependencies (ss4,5,22–23)."],"plain_english_summary":"These rules require qualifying carriage service providers (those supplying 100,000 or more CSG services) to keep detailed records about connections, new connection requests, faults/service difficulties and appointments; retain those records for at least two years; prepare a standardised compliance report and give it to the ACMA within 40 business days. The ACMA may require external audits at the provider’s cost and approves audit terms and auditors. Who pays: the carriage service providers; who decides: the ACMA (see ss7,15,16–21)."},"flash_summary_failed":{"failed":true,"reason":"Unauthenticated. Configure AI_GATEWAY_API_KEY or use a provider module. Learn more: https://ai-sdk.dev/unauthenticated-ai-gateway","source":"analysis-cron"}},"importantCases":[],"_links":{"self":"/api/acts/telecommunications-customer-service-guarantee-record-keeping-rules-2023","history":"/api/acts/telecommunications-customer-service-guarantee-record-keeping-rules-2023/history","analysis":"/api/acts/telecommunications-customer-service-guarantee-record-keeping-rules-2023/analysis","conflicts":"/api/acts/telecommunications-customer-service-guarantee-record-keeping-rules-2023/conflicts","importantCases":"/api/acts/telecommunications-customer-service-guarantee-record-keeping-rules-2023/important-cases","documents":"/api/acts/telecommunications-customer-service-guarantee-record-keeping-rules-2023/documents"}}