11CPublic reporting on certain CSG services in relevant ESAs

11C Public reporting on certain CSG services in relevant ESAs

(1) The licensee must, within 28 days of the end of each quarter that begins immediately after the end of the initial reporting period, or a longer period after the quarter, approved, in writing by an authorised officer; or if there is no authorised officer—the Secretary, publish a report on its website for each relevant ESA containing the following information: (a) the name of the relevant ESA; (b) the number of reportable services supplied in the relevant ESA during the quarter; (c) the number of addresses of premises to which services mentioned in paragraph (b) were supplied during the quarter; (d) the average percentage of time during the quarter for which services mentioned in paragraph (b) were not affected by a fault or service difficulty; (e) the number of reportable services supplied in the relevant ESA where: (i) the service was connected during the quarter; and (ii) there was an in‑place connection at the premises before the service was connected; (f) the percentage of services mentioned in paragraph (e) that were connected within the timeframe (if any) required by the CSG Standard; (g) the number of reportable services supplied in the relevant ESA where: (i) the service was connected during the quarter; and (ii) there was not an in‑place connection at the premises before the service was connected; (h) the percentage of services mentioned in paragraph (g) that were connected within the timeframe (if any) required by the CSG Standard; (i) the number of faults and service difficulties that affected, at any time during the quarter, any reportable services supplied in the relevant ESA; (j) the number of faults or service difficulties mentioned in paragraph (i) divided by the number of reportable services supplied in the relevant ESA during the quarter; (k) the number of faults and service difficulties mentioned in paragraph (i) that were rectified during the quarter; (l) the percentage of faults and service difficulties mentioned in paragraph (i) that were rectified within the timeframe (if any) required by the CSG Standard; (m) the number of appointments in relation to reportable services supplied, or proposed to be supplied, in the relevant ESA during the quarter, where the appointment: (i) was scheduled to take place during the quarter; and (ii) was not cancelled or rescheduled in accordance with Division 4 of Part 2 of the CSG Standard; (n) the percentage of appointments mentioned in paragraph (m) that were kept by the licensee; (o) the number of complaints made in relation to reportable services supplied, or proposed to be supplied, in the relevant ESA during the quarter.

Note: See the definition of kept in subsection 11A(1).

(2) The licensee must, within 28 days of the end of each quarter that begins immediately after the end of the initial reporting period, or a longer period after the quarter, approved, in writing by an authorised officer; or if there is no authorised officer—the Secretary, publish a report on its website containing the following information: (a) the aggregate number of contacts received by the licensee in relation to all reportable services supplied, or proposed to be supplied, where: (i) for a call made to a contact centre—the call was made during the quarter; or (ii) for a chat session—the session was initiated during the quarter; or (iii) for an email or other message or a series of emails or other messages in a chain of correspondence—the email or other message was an initial email or other message received during the quarter, or the chain of correspondence was not closed at the end of the quarter; (b) the proportion of contacts mentioned in paragraph (a) that were substantively engaged with: (i) for a call to a call centre or an online chat session—within 3 minutes of the start of the contact; or (ii) for an email or other message or a series of emails or other messages in a chain of correspondence—within 2 working days of the start of the first email or message being received by or on behalf of the licensee. (3) The licensee must take reasonable steps to ensure each report published in accordance with subsections (1) and (2) remains available on the licensee’s website for at least 5 years after it is first published.