Answering Fault Calls Sample Clauses

Answering Fault Calls. (a) Subject to clauses 5.1(c), (e) and (f), if a customer contacts the Retailer by telephone about a fault or an unplanned interruption in the Distributor’s supply network, the Retailer must: (i) transfer the customer to the Distributor’s fault telephone number if communication systems are technically capable of identifying the area from which the telephone call was made by the customer upon transfer of the call; or (ii) if 5.1(a)(i) does not apply, refer the customer to the Distributor’s fault telephone number. (b) The Retailer must not handle, deal with or advise on a customer’s enquiry regarding a fault other than to the extent that it is permitted to provide information to the customer in the circumstances described in clause 5.1(c). (c) If the Retailer: (i) is informed by the customer that the customer has been unable to contact the Distributor through the Distributor’s fault telephone number; or (ii) believes on reasonable grounds that the Distributor’s fault telephone number is not properly functioning, then the Retailer may provide the customer with the information regarding the fault that has been made available to the Retailer by the Distributor in accordance with clause 5.2. The Retailer must not provide any other information regarding the fault to the customer. In circumstances where the Retailer provides information to the customer in accordance with clause 5.1(c), the Retailer must request the customer to contact the Distributor regarding the fault or unplanned interruption, to facilitate its timely resolution. (d) The Distributor will provide to the Retailer a contact telephone number which the Retailer must publish on its customers’ accounts as the fault telephone number. (e) The Distributor will provide to the Retailer a contact telephone number for emergencies which the Retailer must publish on its customers’ accounts as the emergency number. If the fault identified by the customer relates to an emergency, the Retailer must transfer the customer to the telephone number provided by the Distributor to the Retailer for emergencies. (f) Nothing contained in this clause affects the particular arrangements between the Distributor, the Retailer and any customer regarding notification of and dealing with faults and interruptions and in particular, the Retailer must not submit a Service Order Request in relation to faults and emergencies.
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Answering Fault Calls. Formatted: English (Australia) (a) Subject to clauses 5.15.1(c), (e) and (f), if a customer contacts the Retailer by telephone about a fault or an unplanned interruption in the Distributor’s supply network, the Retailer must: (i) transfer the customer to the Distributor’s fault telephone number if communication systems are technically capable of identifying the area from which the telephone call was made by the customer upon transfer of the call; or (ii) if 5.15.1(a)(i) does not apply, refer the customer to the Distributor’s fault telephone number. (b) The Retailer must not handle, deal with or advise on a customer’s enquiry regarding a fault other than to the extent that it is permitted to provide information to the customer in the circumstances described in clause 5.15.1(c). Electricity Industry Code: NinthTenth Edition (c) If the Retailer: (i) is informed by the customer that the customer has been unable to contact the Distributor through the Distributor’s fault telephone number; or (ii) believes on reasonable grounds that the Distributor’s fault telephone number is not properly functioning,
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Answering Fault Calls. (a) Subject to clauses 5.15.1(c), (e) and (f), if a customer contacts the Retailer by telephone about a fault or an unplanned interruption in the Distributor’s supply network, the Retailer must: (i) transfer the customer to the Distributor’s fault telephone number if communication systems are technically capable of identifying the area from which the telephone call was made by the customer upon transfer of the call; or Electricity Industry Code: Seventeenth Eighteenth Edition 7 (ii) if 5.15.1(a)(i) does not apply, refer the customer to the Distributor’s fault telephone number. (b) The Retailer must not handle, deal with or advise on a customer’s enquiry regarding a fault other than to the extent that it is permitted to provide information to the customer in the circumstances described in clause 5.15.1(c). (c) If the Retailer: (i) is informed by the customer that the customer has been unable to contact the Distributor through the Distributor’s fault telephone number; or (ii) believes on reasonable grounds that the Distributor’s fault telephone number is not properly functioning, then the Retailer may provide the customer with the information regarding the fault that has been made available to the Retailer by the Distributor in accordance with
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Related to Answering Fault Calls

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