What is the difference between the NRF and the CSG?
The NRF and the Customer Service Guarantee (CSG) Standard complement one another. The key difference is that while the NRF attempts to reduce the number of faults on Telstra telephone services, the CSG is concerned with minimum performance requirements for connections and repair of telephone services and compensates customers when they are not met. There are also some other differences. CSG repair times vary according to the geographical location of the service, whereas the requirements of the NRF are the same throughout Australia. The CSG Standard applies to all service providers that provide a telephone service whereas the NRF applies only to the reliability of Telstra’s telephone services.
