BEST Customer Service Fault Reporting is available between:

• weekdays, 8AM - 10PM EST; and
• weekends and public holidays, 9AM - 5PM

Please report any service or line fault immediately to Customer Service on 1300 85 2361, option 4.

The Consultant will ask the following questions of you:

• Is the fault affecting all of your lines/some of your lines/one line?
• Is the fault affecting your incoming calls?
• Is the fault outbound and is it a long distance call?
• Is the fault affecting your calls within Australia?
• Is the fault affecting calls internationally?
• Is the fault on your incoming or outgoing calls?
• Do you pay rental on your handset?
• Have you changed your handset lately?
• Are you hearing a recorded voice? If so, what does it say and what company is it from.

Knowing the answers to these questions before you call, it will help pinpoint and provide a speedy solution to the problem.

Do I need to pay for fault services?
Telstra will fix any network faults up to the Network Boundary (see dotted line in diagram below) in accordance with your telephone rental agreement. Any equipment connected beyond this point is 'privately maintained', except for Telstra rental phones or Telstra-supplied disability equipment.  BEST telecom will bill these on behalf of Telstra to you and you will pay BEST telecom for these fees.

If the technician determines the fault is with your privately maintained equipment (eg cordless/fixed phone, answering machine, modem, extension lead, double adaptor, burglar alarm) a Minimum Service Charge of $105 will apply.

What are Telstra's obligations?
Telstra is responsible for maintaining its network up to the network boundary point.

The network boundary point is usually at:

• your first phone socket; or
• if it exists, at the Main Distribution Frame.
  Most apartment blocks and office buildings have a Main Distribution Frame.

What are your obligations?
You are responsible for the installation and maintenance of all cabling and telephone equipment beyond the network boundary point.

Cabling installed incorrectly may result in phones, internet and alarm systems not working properly.

Telstra charges a fee for any internal wiring problems past the network boundary, and we are happy to provide a quote. You may use Telstra or any cabler with an ACA licence.