Final Determination Model Non price Terms and Conditions
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Timeframes
A number of submitters suggested that there is a need for more specific timeframes for fault rectification.
Is there a need for more specific timeframes for fault rectification?
ACIF C513 Customer and Network Fault Management Industry Code and ACIF G572 Unconditioned Local Loop Service Fault Management Industry Guideline address this issue. For example ACIF C513, Appendix D use the CSG timeframes for fault rectification and this standard is reinforced by ACIF G572 clause 7.1.15. The Commission also notes that clause 9.2(e) of the guideline provides for the establishment of rectification timeframes by bilateral agreement.
In relation to where network faults are reported from the service provider which have not emanated from the end-user of the service provider, the Commission notes the following ACIF clauses.
Clause 6.1.6 of ACIF C513 provides:
"When a C/CSP reasonably believes that the source of a fault is within the Telecommunications Network owned or operated by another C/CSP, then the C/CSP must immediately advise the other C/CSP of the fault details as set in Clause 6.5.3…"