Remote I.T Support
If you have an existing I.T maintenance contract with Clarkson McLaren or one of its subsidary companies (Aztec Technologies, Comutek or iPacific) please log in below.
If you do not have a contract and require a one-off service or wish to discuss the supply of a maintenance contract please call us on 1300 788 354.
Lodging a Voice Fault
Lost or Stolen Mobile Services
Lodging A Data Fault
Remote I.T Support
Online Billing Centre
Customer Service Guarantee
What is the Clarkson McLaren Corporate Communications Customer Service Guarantee?
The Telecommunications Customer Service Guarantee Standard (CSG) sets minimum performance standards for the installation and repair of services. Set out in the tables below are the time frames in which Clarkson McLaren Corporate Communications is now required by the CSG to action requests for:
- connections of a standard telephone service;
- service or an enhanced call handling features;
- repair of faults or service difficulties; and
- making and attending appointments with customers and advising the length of the appointment ‘window’
Clarkson McLaren Corporate Communications may have to provide you with financial compensation if these time frames are not met.
Who does the Clarkson McLaren Corporate Communications CSG apply to?
The CSG applies to full service Clarkson McLaren Corporate Communications customers with 5 or less Standard Telephone Services. The CSG applies to Clarkson McLaren Corporate Communications full service customers who are currently being billed for line rental by Clarkson McLaren Corporate Communications. It covers the standard PSTN telephone service and the following enhanced calling features:
- Call waiting;
- Call forwarding;
- Call barring (but not barring on the Clarkson McLaren Corporate Communications Long Distance network);
- Calling number display; and
- Calling number display blocking.
When does the Clarkson McLaren Corporate Communications CSG not apply?
• The CSG does not apply to mobile services, customer equipment, Internet services, long distance only services, inbound services or to customers who have more than five standard telephone services
• The CSG may not apply where there are unforseen circumstances beyond the control of Clarkson McLaren Corporate Communications such as when natural disasters or extreme weather conditions cause mass service disruptions.
• The CSG may also not apply where a customer has not co-operated or denied access to his or her premises and this has contributed to the delay in service delivery.
• The CSG may not apply to connection of a service if a customer is legally required to pay Clarkson McLaren Corporate Communications a charge for connection or use of a service provided by Clarkson McLaren Corporate Communications, and Clarkson McLaren Corporate Communications has reasonable grounds to believe that the customer would be unable or unwilling to pay such charges.
• The CSG may not apply to connection of a service if the customer has been disconnected for not paying a charge when due and we have not agreed on payment of the charge.
• The CSG may not apply in certain situations where our non-compliance with performance standards is a result of maintenance or upgrading of a facility or network and we have given you reasonable notice. C
New Service Connections and Relocations
|
In-place Connections* |
Connection Timeframe |
|
Close to Available Cabling Urban Area Major Rural Area Minor Rural Area Remote Area Not Close to Available Cabling Infrastructure Urban Area Major Rural Area Minor Rural Area Remote Area |
Infrastructure Connection Timeframe Within 5 working days after a customers application |
*An in-place connection is where a useable inplace is available the connection requires exchange work only and a tech appointment is not required
Faults or Service Difficulties
|
Location |
Time for Repair* |
*Please note that any faults reported on public holidays, weekends or after 5pm on a working day are considered under CSG as reported at commencement of the following working day
#Where the fault occurs due to an administrative error by the telephone company, or if the fault can be rectified without the telephone company attending customer premises, or undertaking internal or external plant work, the time for repair for all service locations is the ‘end of next working day after report’. In all other cases, time for repair is as set out in the above table.
The CSG Standard defines a fault or service difficulty as one or more of the following:
- the absence of a dial or ring tone;
- the inability to make or receive calls;
- disruption to communications due to excessive interference;
- repetition of service cut-offs;
- another condition that makes the service unusable; and
- if the service includes an enhanced call handling feature – the non-functioning of this feature.
Appointments to connect or repair a service
Appointment Period* Definition of a Missed Appointment
Four hours or less Technician not attend within 15 minutes of the appointment period*
Between four and five hours Technician does not attend within the appointment period*
*An extra 45 minutes is allowed where the technician must travel long distances for an appointment at a premises in a community of under 2,500 people.
If Clarkson McLaren Corporate Communications gives a customer an appointment for connecting or repairing a service then the appointment period must be no longer than five hours. Clarkson McLaren Corporate Communications must keep this appointment unless it gives the customer reasonable notice.
Compensation Payable for Service Agreement Breaches*
Customer Type Service Delayed Compensation for the
Customer Type Service Delayed Compensation for the first 5 Working Days (per working day) Compensation after the first 5 Working Days (per working day)
Residential Connection or Repair of standard Telephone Service $14.52 $48.40
Connection or repair of Enhanced Call Handling Features to an existing service $7.26 $24.20
Connection or repair of 2 or more Enhanced Call Handling Features to an existing service $14.52 $48.40
Not keeping a scheduled
appointment $14.52 $14.52
Business Connection or Repair of standard Telephone Service $24.20 $48.40
Connection or repair of Enhanced Call Handling Features to an existing service $12.10 $24.20
Connection or repair of 2 or more Enhanced Call Handling Features to an existing service $24.20 $48.40
Not keeping a scheduled
appointment $24.20 $24.20
* NB: New compensation amounts are effective for events from 31/10/2006 as
per the Customer Service Guarantee Amendment 2006
How to make a CSG Claim?
If Clarkson McLaren Corporate Communications has identified a breach of the CSG, a payment will be allocated automatically to the customers account and will appear on the next invoice issued. Under the CSG legislation, customers are not required to complete a claim form in order to receive a CSG payment. However if a customer believes that a breach has occurred and that the CSG entitlement has not been allocated to their account they may contact the Compliance Department directly to investigate the claim.
Compliance Department
Clarkson McLaren Corporate Communications Pty Ltd
PO Box 837,
Petersham, NSW, 2049
Ph: 1300 659 522
Fax: 02 9030 6551
If a customer is not satisfied with the way the Clarkson McLaren Corporate Communications has dealt with a possible breach of the CSG they should firstly contact the Compliance Department. If after speaking to this department a customer is still not satisfied, they may refer their claim to the TIO as an office of last resort who may investigate the issue further.
Telecommunications Industry Ombudsman (TIO)
PO Box 276, Collins Street West,
Melbourne VIC 8007
Ph: 1800 062 058
Fax: 1800 630 614
PSTN & ISDN Fixed Wire Services
PSTN & ISDN
We can provide either Full Service; where we bill you for all of your telecommunications expenses. Preselection; where we bill you only for the long distance component of your phone bill, including calls to mobiles); or Override Access Only; where you can select which components of your phone bill you wish CMCC to bill you for.
Our billing system provides our clients with rounding of up to 4 decimal places and (1) one second billing increments. Our system provides not just a paper bill and email bill but we can provide you with a standard .txt file of your invoices so that you can import your call records into a spreadsheet or database such as Microsoft Excel or Microsoft Access. This can help if you need to match records with your call accounting software.
Our fixed wire services are cost effective, reliable and come with our great service levels, if you are considering any other product we sell please ensure you ask your account manager about how to consolidate your expenses and receive a level of service that is not available from any other provider in Australia.
• Local Calls
CMCC can provide Local Calls either at a flat one off rate for PSTN or a timed rate for ISDN
• National Calls
CMCC can provide National Calls to anywhere in Australia for a flat rate, no peak or off-peak times. In addition we only charge in (1) one second billing increments and have no other hidden fees or charges. Our rounding is up to 4 decimal places.
• Calls to Mobiles
CMCC can provide calls any mobile anywhere in Australia for a flat rate, no peak or off-peak times. In addition we only charge in (1) one second billing increments and have no other hidden fees or charges. Our rounding is up to 4 decimal places.
• International
CMCC can provide international calls for a low flat rate, no peak or off-peak times. In addition we only charge in (1) one second billing increments and have no other hidden fees or charges. Our rounding is up to 4 decimal places.
Mobile Solutions
Free Call 1800
1300 Numbers
Priority 13 Numbers
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