Common use of Fault reporting and rectification Clause in Contracts

Fault reporting and rectification. 9.1. We will repair faults within our Network. 9.2. Except where provided in the Service Schedule, we are not responsible for repairing any fault in the Service where the fault arises from or was caused by: a) a Supplier’s Network; b) equipment that we are not responsible for, such as equipment that is owned by you or is not provided by us for you to use in connection with the Service; or c) facilities outside our Network. 9.3. Where a fault arises from or was caused by a Supplier’s Network and we are aware of the fault we will notify the Supplier of the fault and request it be repaired promptly, but we will not bear any further liability or responsibility (except where provided in the Service Schedule). 9.4. You may report the details of any suspected fault to us, by telephone (▇▇▇▇ ▇▇▇ ▇▇▇) or email (▇▇▇▇▇▇▇@▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇). You can report a suspected fault to us 24 hours per day. 9.5. When reporting a fault, you must provide us with contact details, including your name, your contact points, the site contact (if applicable), contacts at both ends of the Service (if applicable) and details of the fault systems. 9.6. Before reporting a fault to us, you must take reasonable steps to ensure that the fault is not a fault in any of your equipment or any equipment not provided by us. We are not responsible for rectifying any fault in the Service where the fault was caused by you or your equipment. 9.7. If you report a fault in the Service and ask us to register a fault to repair it, we will first run through a check-list of common faults. By registering a fault for repair you acknowledge that you have carried out the actions as outlined in this check-list. 9.8. If we determine that: a) the Service is not faulty; b) the fault is associated with your equipment; or c) a fault was found because an item in the check-list was not carried out; we may charge you an incorrect call-out fee of $25 and any other reasonable contractor, Telstra, NBN or other fees incurred for the repair or investigation. 9.9. If you ask us to investigate and/or repair a fault that arises from or is caused by equipment that we are not responsible for (that is equipment owned by you or not provided by us for you to use in connection with the Service), we will provide you with an estimate of the cost to investigate and/or repair the fault. If you request us to investigate or repair such a fault, and we agree to do so, we will charge you for the cost of the investigation and/or repair. 9.10. We may charge you reasonable costs for repairing a fault if the fault was caused by: a) your intentional, reckless or negligent act or omission; b) an intentional, reckless or negligent act or omission by someone else using the Service with your express or implied authority; or c) an intentional, reckless or negligent act or omission by someone else using the Service without your authority (only where that unauthorised use of the Service arises from your intentional, reckless or negligent act or omission).

Fault reporting and rectification. 9.1. We will repair faults within our Network. 9.2. Except where provided in the Service Schedule, we are not responsible for repairing any fault in the Service where the fault arises from or was caused by: (a) a Supplier’s Network; (b) equipment that we are not responsible for, such as equipment that is owned by you or is not provided by us for you to use in connection with the Service; or (c) facilities outside our Network. 9.3. Where a fault arises from or was caused by a Supplier’s Network and we are aware of the fault we will notify the Supplier of the fault and request it be repaired promptly, but we will not bear any further liability or responsibility (except where provided in the Service Schedule). 9.4. You may report the details of any suspected fault to us, by telephone (▇▇▇▇ ▇▇ ▇▇ ▇▇▇) or email (▇▇▇▇▇▇▇@▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇). You can report a suspected fault to us 24 hours per day. 9.5. When reporting a fault, you must provide us with contact details, including your name, your contact points, the site contact (if applicable), contacts at both ends of the Service (if applicable) and details of the fault systems. 9.6. Before reporting a fault to us, you must take reasonable steps to ensure that the fault is not a fault in any of your equipment or any equipment not provided by us. We are not responsible for rectifying any fault in the Service where the fault was caused by you or your equipment. 9.7. If you report a fault in the Service and ask us to register a fault to repair it, we will first run through a check-list of common faults. By registering a fault for repair you acknowledge that you have carried out the actions as outlined in this check-list. 9.8. If we determine that: (a) the Service is not faulty; (b) the fault is associated with your equipment; or (c) a fault was found because an item in the check-list (see clause 11.7) was not carried out; we may charge you an incorrect call-out fee of $25 and any other reasonable contractor, Telstra, NBN or other fees incurred for the repair or investigation. 9.9. If you ask us to investigate and/or repair a fault that arises from or is caused by equipment that we are not responsible for (that is equipment owned by you or not provided by us for you to use in connection with the Service), we will provide you with an estimate of the cost to investigate and/or repair the fault. If you request us to investigate or repair such a fault, and we agree to do so, we will charge you for the cost of the investigation and/or repair. 9.10. We may charge you reasonable costs for repairing a fault if the fault was caused by: (a) your intentional, reckless or negligent act or omission; (b) an intentional, reckless or negligent act or omission by someone else using the Service with your express or implied authority; or (c) an intentional, reckless or negligent act or omission by someone else using the Service without your authority (only where that unauthorised use of the Service arises from your intentional, reckless or negligent act or omission).