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DRAFT [NO.]: [Date]

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ur Customer Terms Page of

Basic Telephone Service Section

Part A – General

Contents


Click on the section that you are interested in.

1About the Basic Telephone Service Section 3

Our Customer Terms 3

Inconsistencies 3

Parts of the Basic Telephone Service Section 3



2The Basic Telephone Service 4

What is the Basic Telephone Service? 4



3Connecting a Basic Telephone Service 4

Timeframes 4

Timeframes: auto activated telephone line connection 4

Timeframes: other connections (ie other than auto activated telephone line connections) 5

When we can refuse to connect 5

Connection charges 6

Basic Telephone Service conversion 9

Additional charges 9

MDF buildings 11

What is not included 11

Reconnecting your Basic Telephone Service 12

Relocating your Basic Telephone Service 12



4Telstra Velocity 13

Equipment 13

Ownership of equipment 13

Back-up battery 13

What services are not available? 14

5Temporary disconnections 14

6Faults 15

Fault reporting 15

Fault repair timeframes 15

Temporary repairs 16

Faults you cause 16

Emergency repairs 16

Call diversion 16

7Fast Fix 17

What is Fast Fix? 17

Eligibility 17

How do you request Fast Fix? 18

Fast Fix exclusions 18

Charges 18

Faults you cause 18

8Charging 18

Calculating charges 18

Statements 19

9Calling line identification 19

What is CLI? 19

Presenting or blocking CLI 20

When you cannot block CLI 20

How we use your CLI 21

Calling number display 21



10Telephone numbers 22

Change of telephone number 22

Telephone number search 22

11Rental telephones 22

Available rental telephones 22

Disability rental equipment 23

Initial charges 23

Ongoing rental charges 24

Upgrade charges 25

Disability rental equipment charges 25

Ownership 25

New technology 25

Your obligations 26

Cancelling your rental equipment 26

Replacing faulty rental equipment 27

Caring for rental equipment 28

Our liability to you 28

Your liability to us 28

12Change of customer 28

Service transfer 28

Account changes 29

Exceptions 29

Responsibility for charges 29

Wholesale customers - service transfer 29



13Local Number Portability 30

14Other work we do for you 30

Installation of additional PSTN sockets 30

Fee-for-service charges 31

Altering cabling or equipment 31



15Performance specifications 32

Network access 32

Call clarity 32

Call connection 32

Things that affect our performance 32

Things we do not support 33



16Special meanings 33

NOTE: Some of these terms have important consequences for you. Please read them carefully.

Certain words are used with the specific meanings set in this Part or in the General Terms of Our Customer Terms.


1About the Basic Telephone Service Section


Our Customer Terms

1.1This is the Basic Telephone Service section of Our Customer Terms.

1.2The General Terms of Our Customer Terms also apply (to see these terms – home and family customers click here; business and government customers click here).


Inconsistencies

1.3If the General Terms of Our Customer Terms are inconsistent with something in the Basic Telephone Service section, then the Basic Telephone Service section applies instead of the General Terms to the extent of the inconsistency.

1.4If a provision of the Basic Telephone Service section gives us the right to suspend or terminate your service, that right is in addition to our rights to suspend or terminate your service under the General Terms of Our Customer Terms.


Parts of the Basic Telephone Service Section

1.5The Basic Telephone Service section is divided into separate documents:

(a)Part A – General

(b)Part B – HomeLine Plans

(c)Part C – Home Phone Discounts

(d)Part D – Business Phone Services

(e)Part E – Business Phone Discounts

(f)Part F – Other Call Types

(g)Part G – Operator Assisted Calls

(h)Part H – Managing Calls

(i)Part I – Other Service Options

(j)Part J – Charging Zones

2The Basic Telephone Service


What is the Basic Telephone Service?

2.1The Basic Telephone Service comprises:

(a)connection to our public switched telephone network;

(b)the ability to make and receive certain types of calls (subject to any conditions that might apply to particular types of calls);

(c)a telephone number; and

(d)a free listing of the telephone number in a telephone directory under a name you propose (and that we agree with).

2.2Enhanced service assurance options for the Basic Telephone Service are set out in the Service Assurance section of Our Customer Terms.

3Connecting a Basic Telephone Service


Timeframes

3.1After we accept your application for a Basic Telephone Service, we try to connect it on the date you request. However, that may not always be possible. In some circumstances we may not be able to make firm arrangements immediately or we may have to change a previous firm arrangement. We will tell you beforehand if we cannot connect you on the requested date.

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