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How long does a new phone connection take?

We will aim to supply a standard telephone service on the date that you require it to be connected. However, it will not always be possible to make firm arrangements at the time of your application. Further, a commitment date may sometimes have to be changed (for example, due to damaged infrastructure at the new location).

A standard telephone service can only be provided where relevant Local Government and/or State/Territory planning approval exists or can be reasonably assumed.

The timeframes within which we aim to supply standard telephone services are specified below:

In-place connection:

An ‘in–place connection’ is the connection of a standard telephone service at a site where a previous working standard telephone service has been cancelled and is available for automatic re-activation. No additional connection work between the network boundary at the site and the local telephone exchange, or at that exchange, is required.

Where these conditions are met, the telephone access network/line is electrically and physically intact through to the first telephone socket on the site (or Main Distribution Frame for multiple lines) and a technician does not need to visit the site or the local telephone exchange. In these circumstances, we will firstly aim to supply the standard telephone service on the date the customer requires it to be connected, or at a later date if agreed to by the customer, otherwise, within two working days of the date of the customer’s request.

If these conditions are not met, the service will be connected in accordance with the relevant situation categories and associated timeframes set out in the sections below.

Readily accessible to infrastructure that we can use:

Where a site is readily accessible to telephone network infrastructure that we can use, and there is sufficient network infrastructure capacity to effect service connection (e.g. local telephone exchange, main cables, distribution cables, radio distribution systems and lead-ins), we will aim to supply the standard telephone service on the date the customer requests it to be connected.

If this cannot be done, we will aim to meet the following timeframes, or supply the service on a later date requested or agreed to by you:

  • Urban area: within five working days from the date of the customer’s request.
  • Major rural area and minor rural area: within 10 working days from the date of the customer’s request.
  • Remote area: within 15 working days from the date of the customer’s request.

Timeframes for supply are generally consistent with those used in the Telecommunications (Customer Service Guarantee) Standard 2000.

Not readily accessible to infrastructure that we can use:

Where a site is not readily accessible to telephone network infrastructure that we can use (e.g. no local telephone exchange, no main cables, no distribution cables, no radio distribution systems or no lead-ins), or where telephone network infrastructure exists but has insufficient capacity available (e.g. no spare distribution cables, network element(s) re–allocated or removed, or no useable lead-in cable), additional time will be needed to install the required network infrastructure.

If we cannot supply the standard telephone service on the date the customer requires it to be connected, we will aim to supply the standard telephone service within one month (equivalent to 20 working days) from the date of the customer’s request, or on a later date if requested or agreed to by the customer.

The working day equivalent timeframes are used by us for reporting purposes under the Telecommunications (Customer Service Guarantee) Standard 2000.

Unusual/exceptional circumstances:

We reserve the right to supply the standard telephone service outside these timeframes if our ability to supply standard telephone services is affected by circumstances beyond our control. Some examples include:

  • Damage to an exchange facility by a third party;
  • Natural disasters or extreme weather conditions that cause widespread service outages and restrict connection of standard telephone services;
  • A request by a public authority to provide emergency communications services that restricts connection of standard telephone services;
  • A Commonwealth, State or Territory law that prevents us from supplying a standard telephone service (for example, the service is to be located in a hazardous/dangerous area or where occupational health and safety obligations for staff may be contravened);
  • Where significant environmental impact issues need to be resolved;
  • Where there is protracted delay in obtaining third party land access or relevant authority approval for network facilities’ installation;
  • Where delay is caused by an equipment supplier/manufacturer; or
  • Where delay is caused by a customer, for example, due to the non–completion of building construction work or the completion of suitable lead–in trenching.

Our right to supply standard telephone services outside the timeframes described above only applies while the unusual/exceptional circumstances apply.

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