sec.116Content of customer service standard

### sec.116 Content of customer service standard The service provider’s customer service standard must state— a target for the level of service to be provided for the CSS KPIs; and the process for service connections, billing, metering, accounting, customer consultation, complaints and dispute resolution. If the service provider’s infrastructure contains separate schemes to which different CSS KPIs apply, the customer service standard may include different parts for each scheme. In this section— CSS KPI , for a service provider, means only those KPIs, for the service provider, stated in a notice about the provider’s customer service standard given to the provider by the regulator under this section. s 116 sub 2014 No. 16 s 66 (sec.116-ssec.1) The service provider’s customer service standard must state— a target for the level of service to be provided for the CSS KPIs; and the process for service connections, billing, metering, accounting, customer consultation, complaints and dispute resolution. (sec.116-ssec.2) If the service provider’s infrastructure contains separate schemes to which different CSS KPIs apply, the customer service standard may include different parts for each scheme. (sec.116-ssec.3) In this section— CSS KPI , for a service provider, means only those KPIs, for the service provider, stated in a notice about the provider’s customer service standard given to the provider by the regulator under this section. - (a) a target for the level of service to be provided for the CSS KPIs; and - (b) the process for service connections, billing, metering, accounting, customer consultation, complaints and dispute resolution.