Service provider: Capti Technology Pty Ltd · ABN 57 646 331 875.
What the guarantee covers
The Customer Service Guarantee (CSG) sets requirements for eligible standard telephone services, including connection, repair and appointment timeframes. Compensation may be payable when a provider fails to meet an applicable requirement.
Internet access and mobile services are not themselves covered by the CSG. A fixed telephone service supplied over an internet connection may still be covered; the technology alone does not determine the answer.
Your Capti service
Capti supplies VoIP telephone services to residential and business customers. The applicable protections depend on the telephone service and customer circumstances.
Contact Customer Care for the information that applies to your telephone service, including connection and repair timeframes, appointment requirements, compensation and any valid waiver or exemption. These depend on the service, location and circumstances. ACMA’s CSG guide explains the statutory timeframes and compensation categories.
CSG waivers for VoIP
Capti uses a CSG waiver process when supplying VoIP services. Any waiver must identify the CSG protections and compensation rights you are being asked to give up and when it takes effect. Ask Customer Care for a copy of the waiver associated with your service and an explanation of its scope.
A waiver only affects the rights it validly covers. CSG rights that have not been validly waived continue to apply where your service is otherwise covered. Reading this page or agreeing to general terms does not by itself establish a valid waiver. A CSG waiver does not remove your other statutory consumer rights.
Ask about a delay or missed appointment
Call 1800 022 784 or email support@capti.com.au. Give us the service details, relevant dates and what occurred. We will assess the applicable requirements and explain the outcome. You can use our complaints process if you disagree.
Priority Assistance and emergency calls
Priority Assistance is a separate service for people with life-threatening medical conditions. Capti’s published standard terms state that Capti does not offer Priority Assistance. Telstra provides information about Priority Assistance for eligible customers.
VoIP depends on a working internet connection and power to the necessary equipment. It may be unavailable during a power or broadband outage, including for calls to 000. Do not assume that a router battery alone will keep the entire connection working. Keep an alternative way to call for help. Check medical-alarm, security-alarm and other device compatibility with the equipment supplier before relying on a VoIP service.
See ACMA's Customer Service Guarantee information and Priority Assistance information for more about these protections.