Fault Support

A fault support inquiry is in relation to having a faulty landline telephone service or mobile which needs to be fixed so you can make and receive telephone calls.  Fault support inquiries include a wide variety of inquiries. These may include the following:  

• Landline fault as you have no dial tone so cannot make or receive calls
• Rental telephone handset is not working as buttons are warn out so how can I receive a new rental telephone handset.
• My product features such as call waiting, call diversion, messagebank and call control does not work so how can I get these working again?
• My mobile handset cannot make or receive calls so how can I fix this or check if the fault is a mobile handset or network fault?
• I have had a new telephone landline service connected however it is not working so how can this be fixed now?

 If you have a fault support inquiry, please contact our clear alternative Customer Service Team on 1800636758 (option 1) who are available 24 hours 7 days a week to resolve fault support inquiries.

How To Log A Fault

When you lodge a fault support request to Southern Cross Telco please make sure you supply the following details for our customer service team to resolve your inquiry efficiently as below:  

• Customer Billing Name
• Customer Site Address of faulty service or mobile number
• Customer Account Number
• Faulty customer landline service or mobile number
• Customer Contact Service Number if available eg. Service no. or Mobile no.
• Service or Mobile number to divert fault number to.
• What is the fault description? Eg. No Dial tone – NDT, No incoming Calls or Outgoing Calls – No ICC, No OGC, Crackling or Dead line?
• Complete an isolation test with their telephone equipment to determine if it is a telephone line or equipment fault by plugging another telephone handset into a straight line service to check if telephone handset or line fault. This information is required so you can log the fault with Telstra wholesale faults.
• Ask the customer to check if has signal on mobile, is battery charged and have they tried sim card in another mobile handset to check if sim card, mobile handset or network fault.
• Any further information that may assist you in your fault inquiry eg. Find out from the customer what type of telephone equipment they have on their telephone line (Telstra Handset or Commander System) and is the customer paying for telephone handset or commander rental.

 When you have completed your fault support inquiry please contact our clear alternative Customer Service Team at custserv@sctelco.com.au during business working hours or call us on 1800636758 (option 1) 24 hrs 7 days a week for fault support inquiries. When the faults support inquiry has been received by Southern Cross Telco it will be either resolved by our customer service team for the customer or it will be lodged with our carrier for further investigation to resolve the inquiry and we will advise the customer of the fault outcome completion process date. Our customer will be contact when their fault has been completed to resolve their fault support inquiry.  

Fault Support Timeframe

Southern Cross Telco carriers aim to promptly repair faults or service difficulties on your Standard Telephone Service and specified Enhanced Call Handling Features. Southern Cross Telco carriers repair faults and service difficulties within specified time periods based on the service location (see table below).

The guaranteed maximum repair periods specified by the CSG Standard are:

Table Footnote:
Footnote 1 The time for repair relating to 'end of one full working day after report' applies to all service locations where the fault can be rectified without the telephone company attending customer premises or undertaking internal or external plant work. (Working days do not include weekend or public holidays).

Customer Service Locations

Telstra has defined the different demographic categories as shown below:

There may be individual circumstance when fault period extensions are required by Southern Cross Telco due to carrier circumstances which are out of our control and we will advise the extension details to the customer when the carriers informs our company.