Contents
1. CSG waiver
1.1 CSG basics
Customer Service Guarantee (CSG) Standard
The CSG guarantees completion timeframes for:
Under the CSG standard, Foxtel can request that customers waive their rights to receive compensation. The customer is not obligated to agree to the CSG waiver, but Foxtel will only connect phone services for customers who agree to waive these rights.
Agent requirements (for sales interactions)
Agents must read the CSG waiver script (in CORE) word for word, and they must ensure that the customer understands what they are agreeing to.
1.2 CORE script
To connect your phone, you agree to waive your rights to compensation under the Customer Service Guarantee Standard (CSG Standard) when we do not meet minimum performance timeframes for home phone connections, adding some features, keeping appointments and fixing faults.
You're not obliged to consent to this waiver however we reserve our right not to provide home phone services to you if you don't accept. You may withdraw your consent within 5 working days after today, without penalty, although Foxtel will not continue with your home phone order. Foxtel will send you written information about this waiver to allow you to make an informed decision.
Do you consent to waive these rights?
1.3 Additional scripting suggestions
What am I agreeing to?
The CSG (Customer Service Guarantee) is an industry standard that provides consumers with compensation if a home phone install or repair is delayed beyond the maximum connection period.
Note: Australian Standards are not legal documents.
Use the following scripting suggestions for any objections:
Important: By withdrawing consent, this will cancel the customer's home phone order.
Why is Foxtel asking me to waive my rights?
If I say no to this waiver, how will this affect me?
By saying 'no' to the CSG waiver, Foxtel will be unable to provide you with a home phone service.
1.4 The full CSG waiver
The Customer Service Guarantee Standard (CSG Standard) specifies guaranteed maximum timeframes for the connection of services, the repair of faults and the making and keeping appointments. Under the CSG Standard a customer may be entitled to financial compensation when these timeframes are not met.
Timeframes apply to standard telephone services (fibre and copper) and some enhanced call handling features (Call Waiting, Call Barring, Call Divert, Calling Number Display and Calling Number Display Suppression). The CSG Standard does not apply to mobile services, customer equipment or where a customer has more than five telephone services. Under the CSG Standard, service providers can ask customers to waive their rights to receive the benefit of these service standards. Foxtel will now be asking customers to do this.
So, in order to connect (new or transfer) a Foxtel telephone service (fibre or copper) a customer must agree to waive their rights to compensation under the CSG Standard. It's very important that agents read the CSG waiver script word for word to ensure the customer understands what they're agreeing to.
The customer is not obligated to consent to the CSG waiver but Foxtel will not offer that customer a telephone service if they decline. When a customer does not consent, you must remove the telephone portion of their Foxtel order before proceeding with the sale.
In accordance with the CSG Standard, Foxtel will send the customer written information about the CSG waiver to ensure they can make an informed decision about the rights they're waiving (mostly as part of our sales confirmation email). A customer may withdraw their consent to the waiver within 5 working days from the date they completed the sale. If they withdraw their consent, Foxtel will not continue with their home phone order.
If I say no to this waiver, how will this affect me?
By saying 'no' to the CSG waiver, Foxtel will be unable to provide you with a Home Phone service. The great news is we send you the information via your email / or home address about CSG rights and what you have waived so you can understand them. This will ensure you can make an informed decision. You will have 5 working days to withdraw your consent, if you chose. Foxtel continues to pride itself on its swift connection timelines and service response times, despite this waiver.
What am I agreeing to?
The CSG is an industry standard that provides consumers with compensation when a Home Phone install or repair is delayed beyond the guaranteed maximum connection period and therefore we are asking you to waive your rights to prescribed compensation.
Foxtel continues to pride itself on its swift connection timelines and service response times, despite this waiver. Waiving your rights does not mean you are not entitled to high levels of customer service, and we will always consider credits for good will or downtime if you experience service loss. It simply means the prescribed amounts set in the CSG standard are being waived.
Foxtel remains committed to providing you with outstanding customer service. The CSG waiver does not stop you from contacting Foxtel regarding your service nor does it reduce Foxtel's willingness to fix any problems with your service, should they arise.
We will send you more detailed information about the CSG waiver. This will ensure you can make an informed decision about your rights. You will have 5 working days to withdraw your consent if you choose.
Why is Foxtel asking me to waive my rights?
With the roll-out of new telecommunications technologies sometimes delays can occur beyond our reasonable control. While we aim to resolve connection or service difficulties in the quickest possible time and your experience is our number one priority, we may not always be able to resolve matters inside the guaranteed periods outlined in the CSG Standard.
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2. Battery Backup waiver
2.1 Battery Backup
For nbn FTTP sales only. This will not appear for the following technologies:
About Battery Backup
The Battery Backup is a device that plugs into the UNI-V port on the customer's nbn connection box. In case of a power outage, the Battery Backup:
It's up to the customer. This would be something they would need if there is a power outage in their area that may affect their landline phone or the nbn network, or if they have a medical/personal alarm. If this is something the customer thinks they would require, suggest they look into getting one from a retailer that stocks these batteries (see above).
Note: Foxtel does not support medical or personal alarms that are attached to a telephone service.
2.2 CORE script
Foxtel does not offer Battery Backup with our nbn service. This means that your home phone and broadband services will not work during a power outage. Do you wish to proceed without a Battery Backup?
2.3 Additional scripting suggestions
Do I need a Battery Backup?
At point of sale, it's important to inform the customer that we do not provide or support Battery Backup so they can make an informed decision about whether to continue with a Foxtel nbn service. A customer may choose to purchase, install and maintain their own Battery Backup. However, Foxtel will be unable to provide assistance if the customer requires support for the device. If the customer does not agree to continue without a Battery Backup, you must remove the telephone service from your order before proceeding with the sale.
2.4 Battery Backup retailers
Telstra Retail currently provides nbn services with Battery Backup options. When asked by a customer we must give the name of providers who offer Battery Backup on nbn. Battery Backups can be found in the following retailers:
Note: Direct the customer to www.nbnco.com.au for State or Territory specific information.
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3. Medical alarm waiver
3.1 About medical alarms
Important: For nbn sales only (will not appear on the PSTN CORE orders). Foxtel does not recommend signing up to Foxtel nbn if the customer has a medical alarm.
Most medical alarms are professionally monitored and used by people that have life-threatening medical conditions. Medical Alarms will typically have a base unit and a wireless pendant with a help button on it. When the alarm is triggered, a call is made to a medical alarm monitoring service and the alarm base unit’s loud speaker is used to speak to an operator. The operator will then determine the appropriate action to be taken, such as dispatching an ambulance or calling a family member.
Functionality
Medical alarms typically have a base unit and a wireless pendant (worn by the patient) with a help button on it. When the alarm is triggered:
Foxtel does not support medical alarms
While the customer’s medical alarm may work on their nbn connection, Foxtel does not recommend that a customer signs up for Foxtel nbn if they have a medical alarm. The medical alarm will cease to operate during a power outage, which can put the customer in danger if they need medical help. Most medical alarms are:
Agent requirements (for sales interactions)
At point of sale, agents must inform the customer that Foxtel does not support Medical Alarms so they can make an informed decision about whether to sign-up for a Foxtel nbn service. The customer may choose to proceed with their nbn order but they do so at their own risk.
Important: If the customer does not agree to proceed without medical alarm support, you must remove the Home Phone and Broadband service from your CORE order before proceeding with the sale.
3.2 CORE script
Are there any medical alarms in your household?
If yes:
Foxtel does not support medical alarms on nbn services. We do not recommend that you sign-up for Foxtel nbn if you have a medical alarm.
Do you still wish to proceed?
3.3 Additional scripting suggestions
I have a medical alarm attached to my phone. Can I still get Foxtel nbn?
Foxtel does not recommend that you sign up for our nbn service as we do not support medical alarms. This means Foxtel would not be able to provide you with the appropriate level of support you would require during a power outage.
If you wish to proceed with the order without medical alarm support you will need to support your own medical alarm and do so at your own risk.
Can I still get Foxtel nbn if I have a medical alarm?
Foxtel doesn't recommend that you sign up for our nbn service, because we do not support medical alarms. In case of a power outage:
If you wish to proceed with the order without medical alarm support, you'll need to support your own medical alarm, and you would do so at your own risk.
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4. Personal alarm waiver
4.1 About personal alarms
Important: For nbn sales only (will not appear on the PSTN CORE process).
Some personal alarms, also known as back-to-base alarms, can be connected to a telephone service. In the event of an alarm being triggered, the alarm system makes a call to the alarm monitoring company. The alarm company will contact the alarm user to establish if they are aware of the alarm being triggered. The police may be contacted if the alarm monitoring company believes a legitimate robbery is taking place.
Note: The customer may have an alarm system that is not attached to their telephone service. This is different from a personal alarm and has no impact on their nbn service.
Foxtel nbn does not support back-to-base/personal alarms
Foxtel nbn does not support personal alarms (back-to-base or personal alarms attached to a telephone service) attached to:
Note: Foxtel does not provide/support Battery Backup either, so during a power outage, personal alarms may not operate, which could leave the customer vulnerable.
Important: Foxtel nbn does not support personal alarms that are attached to a telephone or broadband service.
The customer's alarm may still operate on their nbn service, but they will need to check with their alarm provider to confirm whether their device is compatible. Since Foxtel does not provide or support Battery Backup, the alarm may not operate during a power outage. This could leave the customer vulnerable.
Functionality
When a back-to-base alarm is triggered:
Customer claims compatibility
If the customer advises that the alarm provider has confirmed the device is compatible, then the order can proceed. However, you must ask the customer to confirm that they understand that Foxtel does not take responsibility for any alarm failures. The customer must verbally confirm on the call that they understand that Foxtel does not take responsibility for any alarm failures.
Agent requirements (for sales interactions)
At point of sale, it's important to inform the customer that Foxtel does not support personal alarms that are attached to the telephone service so they can make an informed decision about whether to sign-up for a Foxtel nbn service. A customer may choose to continue with their nbn sign-up. However, Foxtel will be unable to provide assistance if the customer requires support for their personal alarm. Customers should be referred to their alarm provider for assistance. Foxtel will not be held responsible for the alarms failure to operate on their nbn service.
Important: If the customer does not agree to the personal alarm waiver, you must remove the voice and broadband product from the CORE order before proceeding with the sale.
4.2 CORE script
Do you have any personal alarms that are connected to your telephone service?
If yes:
Foxtel does not support personal or security alarms on nbn services. You'll need to check with your alarm provider to confirm whether your device is compatible with your nbn service.
Do you wish to proceed?
4.3 Additional scripting suggestions
I have a personal alarm in my house. Does this mean I can't get nbn with Foxtel?
It depends. If your personal alarm system is connected to your telephone system and you wish to proceed with the order you will need to supply your own technical infrastructure to support the function of your alarm. Your alarm may not operate during a power outage since Foxtel does not supply or support Battery Back-up. If you do not agree to proceed without Personal Alarm support we cannot proceed with your nbn order.
If your personal alarm is not connected to your telephone system there is no impact to your nbn service. This means we can proceed with your order.
Can I still get Foxtel nbn if I have a personal alarm?
If the alarm system is connected to the telephone system, and you wish to continue, you will need to acknowledge that Foxtel does not supply or support:
1. CSG waiver
1.1 CSG basics
Customer Service Guarantee (CSG) Standard
The CSG guarantees completion timeframes for:
- connection of services
- repair of faults
- making and keeping appointments.
- standard telephone services (fibre and copper)
- some enhanced call handling features. (Call Waiting, Call Barring, Call Divert, CND - Calling Number Display, CND Suppression)
- mobile services
- customer equipment
- accounts with more than 5 telephone services.
Under the CSG standard, Foxtel can request that customers waive their rights to receive compensation. The customer is not obligated to agree to the CSG waiver, but Foxtel will only connect phone services for customers who agree to waive these rights.
| If... | Then... |
|---|---|
| the customer agrees to the CSG waiver | the CSG waiver information is sent in the sales confirmation email. The customer has 5 business days to withdraw their consent. |
| the customer does not agree to the CSG waiver | remove the telephone portion of the Foxtel order. |
Agent requirements (for sales interactions)
Agents must read the CSG waiver script (in CORE) word for word, and they must ensure that the customer understands what they are agreeing to.
1.2 CORE script
You're not obliged to consent to this waiver however we reserve our right not to provide home phone services to you if you don't accept. You may withdraw your consent within 5 working days after today, without penalty, although Foxtel will not continue with your home phone order. Foxtel will send you written information about this waiver to allow you to make an informed decision.
Do you consent to waive these rights?
1.3 Additional scripting suggestions
What am I agreeing to?
The CSG (Customer Service Guarantee) is an industry standard that provides consumers with compensation if a home phone install or repair is delayed beyond the maximum connection period.
Note: Australian Standards are not legal documents.
Use the following scripting suggestions for any objections:
- We are asking you to waive your rights to the predetermined compensation amounts (the CSG Standard: lists specified amounts for compensation; depending on the situation)
- Despite the waiver, we pride ourselves on swift connections and service response times
- If you experience service loss, we will always consider credits for downtime
- It just means you are waiving the amounts of compensation, as set out in the CSG standard
- Waiving your rights does not mean you are not entitled to high levels of customer service
- We'll send you (via your email/or to your home address) detailed information about the CSG waiver to help you
- You can withdraw your consent to the CSG waiver for up to 5 business days from the sale date.
- nbn is currently rolling out new technology across the country and this can sometimes result in delays that are beyond our reasonable control
- The customer experience is still our first priority. We want to resolve connections and service difficulties in the quickest possible time
- At present, we may not always be able to resolve matters inside the guaranteed periods outlined in the CSG Standard.
If I say no to this waiver, how will this affect me?
By saying 'no' to the CSG waiver, Foxtel will be unable to provide you with a home phone service.
1.4 The full CSG waiver
The Customer Service Guarantee Standard (CSG Standard) specifies guaranteed maximum timeframes for the connection of services, the repair of faults and the making and keeping appointments. Under the CSG Standard a customer may be entitled to financial compensation when these timeframes are not met.
Timeframes apply to standard telephone services (fibre and copper) and some enhanced call handling features (Call Waiting, Call Barring, Call Divert, Calling Number Display and Calling Number Display Suppression). The CSG Standard does not apply to mobile services, customer equipment or where a customer has more than five telephone services. Under the CSG Standard, service providers can ask customers to waive their rights to receive the benefit of these service standards. Foxtel will now be asking customers to do this.
So, in order to connect (new or transfer) a Foxtel telephone service (fibre or copper) a customer must agree to waive their rights to compensation under the CSG Standard. It's very important that agents read the CSG waiver script word for word to ensure the customer understands what they're agreeing to.
The customer is not obligated to consent to the CSG waiver but Foxtel will not offer that customer a telephone service if they decline. When a customer does not consent, you must remove the telephone portion of their Foxtel order before proceeding with the sale.
In accordance with the CSG Standard, Foxtel will send the customer written information about the CSG waiver to ensure they can make an informed decision about the rights they're waiving (mostly as part of our sales confirmation email). A customer may withdraw their consent to the waiver within 5 working days from the date they completed the sale. If they withdraw their consent, Foxtel will not continue with their home phone order.
If I say no to this waiver, how will this affect me?
By saying 'no' to the CSG waiver, Foxtel will be unable to provide you with a Home Phone service. The great news is we send you the information via your email / or home address about CSG rights and what you have waived so you can understand them. This will ensure you can make an informed decision. You will have 5 working days to withdraw your consent, if you chose. Foxtel continues to pride itself on its swift connection timelines and service response times, despite this waiver.
What am I agreeing to?
The CSG is an industry standard that provides consumers with compensation when a Home Phone install or repair is delayed beyond the guaranteed maximum connection period and therefore we are asking you to waive your rights to prescribed compensation.
Foxtel continues to pride itself on its swift connection timelines and service response times, despite this waiver. Waiving your rights does not mean you are not entitled to high levels of customer service, and we will always consider credits for good will or downtime if you experience service loss. It simply means the prescribed amounts set in the CSG standard are being waived.
Foxtel remains committed to providing you with outstanding customer service. The CSG waiver does not stop you from contacting Foxtel regarding your service nor does it reduce Foxtel's willingness to fix any problems with your service, should they arise.
We will send you more detailed information about the CSG waiver. This will ensure you can make an informed decision about your rights. You will have 5 working days to withdraw your consent if you choose.
Why is Foxtel asking me to waive my rights?
With the roll-out of new telecommunications technologies sometimes delays can occur beyond our reasonable control. While we aim to resolve connection or service difficulties in the quickest possible time and your experience is our number one priority, we may not always be able to resolve matters inside the guaranteed periods outlined in the CSG Standard.
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2. Battery Backup waiver
2.1 Battery Backup
For nbn FTTP sales only. This will not appear for the following technologies:
- PSTN
- FTTN
- FTTB
About Battery Backup
The Battery Backup is a device that plugs into the UNI-V port on the customer's nbn connection box. In case of a power outage, the Battery Backup:
- supplies power to the connection box
- allows operation of corded handsets (handsets that are powered by phone line or not plugged into a power socket)
- supports some medical and personal alarms
- has an approximate usage time of 5 hours (supports corded telephone service from 3-11 hours).
Important: Foxtel does not supply Battery Backup, nor does Foxtel assist in the technical support for these devices.
Foxtel does not supply or support Battery Backup for nbn
At point of sale, agents must inform the customer that Foxtel does not provide or support Battery Backup so they can make an informed decision about whether to continue with a Foxtel nbn service. A customer may choose to purchase, install and maintain their own Battery Backup. However, Foxtel will be unable to provide assistance if the customer requires support for the device. Important: If the customer doesn't agree to continue without a Battery Back-up, the phone service must be removed from the order before completing the sale.
Support
Foxtel does not offer technical support for Battery Backup. If a customer calls through requesting support for their Battery Back-up, please refer the customer to their battery manufacturer.
Telstra Retail currently provides nbn services with Battery Back-up options. When asked by a customer, we must give the name of providers who offer Battery Back-up on nbn.
It's up to the customer. This would be something they would need if there is a power outage in their area that may affect their landline phone or the nbn network, or if they have a medical/personal alarm. If this is something the customer thinks they would require, suggest they look into getting one from a retailer that stocks these batteries (see above).
2.2 CORE script
Foxtel does not offer Battery Backup with our nbn service. This means that your home phone and broadband services will not work during a power outage. Do you wish to proceed without a Battery Backup?
2.3 Additional scripting suggestions
Do I need a Battery Backup?
At point of sale, it's important to inform the customer that we do not provide or support Battery Backup so they can make an informed decision about whether to continue with a Foxtel nbn service. A customer may choose to purchase, install and maintain their own Battery Backup. However, Foxtel will be unable to provide assistance if the customer requires support for the device. If the customer does not agree to continue without a Battery Backup, you must remove the telephone service from your order before proceeding with the sale.
2.4 Battery Backup retailers
Telstra Retail currently provides nbn services with Battery Backup options. When asked by a customer we must give the name of providers who offer Battery Backup on nbn. Battery Backups can be found in the following retailers:
- Battery World Australia
- Marshall Batteries
- Super Cheap Auto (in some states)
- R&J Batteries.
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3. Medical alarm waiver
3.1 About medical alarms
Most medical alarms are professionally monitored and used by people that have life-threatening medical conditions. Medical Alarms will typically have a base unit and a wireless pendant with a help button on it. When the alarm is triggered, a call is made to a medical alarm monitoring service and the alarm base unit’s loud speaker is used to speak to an operator. The operator will then determine the appropriate action to be taken, such as dispatching an ambulance or calling a family member.
Functionality
Medical alarms typically have a base unit and a wireless pendant (worn by the patient) with a help button on it. When the alarm is triggered:
- a call is made to a monitoring service
- a speaker system in the alarm base allows an operator to hear and speak to the patient
- the operator then takes most appropriate action, such as:
- dispatching an ambulance
- calling a family member.
Foxtel does not support medical alarms
While the customer’s medical alarm may work on their nbn connection, Foxtel does not recommend that a customer signs up for Foxtel nbn if they have a medical alarm. The medical alarm will cease to operate during a power outage, which can put the customer in danger if they need medical help. Most medical alarms are:
- used by people with life-threatening medical conditions
- professionally monitored.
Agent requirements (for sales interactions)
At point of sale, agents must inform the customer that Foxtel does not support Medical Alarms so they can make an informed decision about whether to sign-up for a Foxtel nbn service. The customer may choose to proceed with their nbn order but they do so at their own risk.
3.2 CORE script
Are there any medical alarms in your household?
If yes:
Foxtel does not support medical alarms on nbn services. We do not recommend that you sign-up for Foxtel nbn if you have a medical alarm.
Do you still wish to proceed?
3.3 Additional scripting suggestions
I have a medical alarm attached to my phone. Can I still get Foxtel nbn?
Foxtel does not recommend that you sign up for our nbn service as we do not support medical alarms. This means Foxtel would not be able to provide you with the appropriate level of support you would require during a power outage.
If you wish to proceed with the order without medical alarm support you will need to support your own medical alarm and do so at your own risk.
Can I still get Foxtel nbn if I have a medical alarm?
Foxtel doesn't recommend that you sign up for our nbn service, because we do not support medical alarms. In case of a power outage:
- Your medical alarm will stop working, which could put you or a member of your household in danger
- Foxtel can't provide appropriate support for a medical alarm.
If you wish to proceed with the order without medical alarm support, you'll need to support your own medical alarm, and you would do so at your own risk.
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4. Personal alarm waiver
4.1 About personal alarms
Some personal alarms, also known as back-to-base alarms, can be connected to a telephone service. In the event of an alarm being triggered, the alarm system makes a call to the alarm monitoring company. The alarm company will contact the alarm user to establish if they are aware of the alarm being triggered. The police may be contacted if the alarm monitoring company believes a legitimate robbery is taking place.
Foxtel nbn does not support back-to-base/personal alarms
Foxtel nbn does not support personal alarms (back-to-base or personal alarms attached to a telephone service) attached to:
- a telephone service
- a broadband service.
The customer's alarm may still operate on their nbn service, but they will need to check with their alarm provider to confirm whether their device is compatible. Since Foxtel does not provide or support Battery Backup, the alarm may not operate during a power outage. This could leave the customer vulnerable.
Functionality
When a back-to-base alarm is triggered:
- the alarm places a call to the alarm company via the phone line
- the alarm company contacts the customer to check if they know the alarm was triggered
- if the alarm company believes a robbery is taking place, the police may be contacted.
Customer claims compatibility
If the customer advises that the alarm provider has confirmed the device is compatible, then the order can proceed. However, you must ask the customer to confirm that they understand that Foxtel does not take responsibility for any alarm failures. The customer must verbally confirm on the call that they understand that Foxtel does not take responsibility for any alarm failures.
Agent requirements (for sales interactions)
At point of sale, it's important to inform the customer that Foxtel does not support personal alarms that are attached to the telephone service so they can make an informed decision about whether to sign-up for a Foxtel nbn service. A customer may choose to continue with their nbn sign-up. However, Foxtel will be unable to provide assistance if the customer requires support for their personal alarm. Customers should be referred to their alarm provider for assistance. Foxtel will not be held responsible for the alarms failure to operate on their nbn service.
4.2 CORE script
Do you have any personal alarms that are connected to your telephone service?
If yes:
Foxtel does not support personal or security alarms on nbn services. You'll need to check with your alarm provider to confirm whether your device is compatible with your nbn service.
Do you wish to proceed?
4.3 Additional scripting suggestions
I have a personal alarm in my house. Does this mean I can't get nbn with Foxtel?
It depends. If your personal alarm system is connected to your telephone system and you wish to proceed with the order you will need to supply your own technical infrastructure to support the function of your alarm. Your alarm may not operate during a power outage since Foxtel does not supply or support Battery Back-up. If you do not agree to proceed without Personal Alarm support we cannot proceed with your nbn order.
If your personal alarm is not connected to your telephone system there is no impact to your nbn service. This means we can proceed with your order.
Can I still get Foxtel nbn if I have a personal alarm?
If the alarm system is connected to the telephone system, and you wish to continue, you will need to acknowledge that Foxtel does not supply or support:
- back-up batteries or personal alarms that are attached to a telephone service
- Since Foxtel does not supply or support Battery Backup, your alarm may not operate during a power outage
- If you do not agree to proceed without Personal Alarm support, we cannot proceed with your nbn home phone and broadband order.
- If your personal alarm is not connected to your telephone system, there is no impact to your nbn service. This means we can proceed with your order.