C617 2017 pdf.pdf

COMMUNICATIONS
ALLIANCE LTD
INDUSTRY CODE
C617:2017
CONNECT OUTSTANDING

C617:2017 Connect Outstanding Industry Code
First published as ACIF C617:2005
Reprinted 30 March 2006

Communications Alliance Ltd was formed in 1997 to
provide a unified voice for the Australian communications
industry and to lead it into the next generation of
converging networks, technologies and services.
Disclaimers
1)  Notwithstanding anything contained in this Industry Code:
a)  Communications Al iance disclaims responsibility (including
where Communications Al iance or any of its officers,
employees, agents or contractors has been negligent) for any
direct or indirect loss, damage, claim, or liability any person
may incur as a result of any:
i)
reliance on or compliance with this Industry Code;
i )  inaccuracy or inappropriateness of this Industry Code; or
i i)  inconsistency of this Industry Code with any law; and
b)  Communications Al iance disclaims responsibility (including
where Communications Al iance or any of its officers,
employees, agents or contractors has been negligent) for
ensuring compliance by any person with this Industry Code.
2)  The above disclaimers wil  not apply to the extent they are
inconsistent with any relevant legislation.
Copyright
© Communications Al iance Ltd 2017
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EXPLANATORY STATEMENT
This is the Explanatory Statement for the C617:2017 Connect Outstanding Industry Code
(the Code). It outlines the background, scope, objectives, processes and procedures
described in the Code and the anticipated costs and benefits.
Background
One of the objectives of the Telecommunications Act 1997(the Act) is that
telecommunications is regulated in a manner that promotes the greatest practicable use
of industry self-regulation and does not impose undue financial and administrative
burdens on industry participants. The Act provides that bodies and associations that
represent sections of the telecommunications industry may develop Industry Codes.
Since 1 July 1997, when Australia’s communications industry (the Industry) became self-
regulated, the Australian Communications Industry Forum (ACIF) was established to
develop and administer industry, technical and operational arrangements that promote
both the long-term interests of end-users and the efficiency and international
competitiveness of the Australian communications industry.
ACIF’s (now known as Communications Al iance) Connect Outstanding Working
Committee developed the Code to specify the minimum requirements of Carriers and
Carriage Service Providers (C/CSPs) to manage the timely connection of a New
Occupant's basic access Standard Telephone Service when the Previous Occupant has
not yet cancelled their Standard Telephone Service.
The Code does not apply when the Previous Occupant has cancelled their Connection
Service with their C/CSP. In these cases, normal connection procedures and, where
connecting a Standard Telephone Service, Customer Service Guarantee (CSG)
timeframes wil apply.
Pre-2005 Regulatory Arrangements
The Industry maintained that for Connect Outstanding situations, the CSG Standard does
not apply, as the infrastructure is not available for automatic reconnection. When a
cancellation can be processed, the CSG Standard timeframes wil apply to the
subsequent connection where connecting a Standard Telephone Service.
In an attempt to address the customer dissatisfaction arising from the failure to cancel
the previous Standard Telephone Service, Telstra voluntarily developed a Connect
Outstanding process to facilitate disconnection activity between service providers. This
voluntary procedure was applied by many service providers.
However given the absence of an Industry Code or legislation addressing the issue, the
Telecommunications Industry Ombudsman (TIO) took the position as an interim solution
with the support of then Department of Communications, IT and the Arts (DCITA), that
the Gaining Service Provider should be liable to pay the equivalent of CSG rebates to
the new customer where the connection had not been carried out within the timeframe
agreed to by the industry under the procedure known as Connect Outstanding. A
position was formed by the TIO that where a new customer in a Connect Outstanding
situation experiences an unreasonable delay in the connection of their Standard
Telephone Service, that customer ought to be entitled to the same sort of protection and
compensation provided to other phone users under the CSG. Some industry members
did not agree that CSG equivalent payments should apply in these circumstances. The
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TIO maintains that the new customer should not be adversely disadvantaged because of
a Connect Outstanding issue over which they have no control.
Why Pre-2005 Regulatory Arrangements were inadequate
Despite the significant improvements achieved by the voluntary industry process over
several years of operation, there continued to be concern from customers, the ACMA
and the TIO about the delays in getting Standard Telephone Services connected where
the previous Standard Telephone Service had not been cancelled. These extended
delays often occurred when the service provider was unable to contact the Previous
Occupant by telephone and it was necessary to write to them. Also, some industry
members were not participating in the voluntary arrangements. It was for these reasons
in 2005 that a decision was made to develop the Code.
How the Code Builds on and Enhances the Current Regulatory
Arrangements
The Code enhances the current regulatory environment by ensuring al industry
participants abide to a standard minimum requirement for managing the connection of
new Connection Services to existing infrastructure in a timely manner when the previous
Connection Service has not been cancelled.
The Code sets minimum acceptable practices that do not necessarily limit industry’s
ability to improve on the minimum level.
The Code does not prevent two or more individual industry participants agreeing to
different arrangements provided that those arrangements meet the minimum
acceptable practices of the Code and do not prevent other industry participants from
meeting their obligations under the Code.
What the Code has Accomplished
The 2005 Code version ensured that C/CSPs established practices that reduced the
waiting period for this type of access connection from an average of twelve days to
eight days and hence reduced consumer detriment.
How the Objectives are Achieved
The objectives of the Code are achieved by enhancing the data col ection and order
validation process and substantial y reducing the time available for the Losing Service
Provider (LSP) to object to a cancellation. This ensures that the New Occupant is
connected in shorter timeframes. However, it must be recognised that this increases the
risk of incorrectly disconnecting customers where address details may not be accurate.
The Code specifies how to respond to these situations.
The Code also sets out agreed time frames to which the industry must adhere.
Benefits to Consumers
From a consumer’s perspective, the Code specifies processes to ensure that C/CSPs can
cancel the existing Connection Service in the shortest possible time and therefore
minimise the time taken to connect a New Occupant.
With the substantial y reduced time available to check the Previous Occupant, there is a
risk that a smal number of customers may be incorrectly disconnected. The Code
requires that prompt action be taken to reverse these situations.
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Benefits to Industry
The main benefit to the industry from the implementation of the Code is a more uniform
and efficient approach to Connection Service connection with reduced timeframes. This
wil  improve customer satisfaction and reduce costs.
Cost to Industry
There are costs associated with the establishment and maintenance of the support
systems and Bilateral Agreements that wil  be needed to implement this 2017 revision of
the Code. However, these costs are expected to be outweighed by the benefits, which
wil  be derived by the implementation of a standard industry approach.
Other Public Interest Benefits or Considerations
The needs and expectations of customers have been taken into account in the
formulation of the Code to ensure that broader public interest benefits accrue. The
fol owing considerations are therefore central to its framework:
•
performance standards that meet the needs and expectations of the Australian
community; and
•
appropriate consumer safeguards.
Code Revision in 2016
The Connect Outstanding Code C617:2017 replaces the registered Connect
Outstanding Code ACIF C617:2005.
The changes made in 2016 were:
•
updates to the relevant reference documents;
•
inclusion of new acronyms and definitions to cover Legacy Services and new NBN
access technologies;
•
creation of three distinct processes dependent on the access infrastructure being
used, taking into consideration Legacy Services, ULLS and NBN based services;
•
development of new process flowcharts;
•
development of a request for release process; and
•
the creation of an access seeker FTTB/N migration contact list.
Craig Purdon
Chair
WC70 Connect Outstanding
AUGUST 2016

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TABLE OF CONTENTS
1
GENERAL
3
1.1  Introduction
3
1.2  Registration by the ACMA
3
1.3  Scope
4
1.4  Objectives
4
1.5  Commencement Date
4
1.6  Code review
5
1.7  Powers of the Telecommunications Industry Ombudsman to handle
complaints under the Code
5
2
ACRONYMS, DEFINITIONS AND INTERPRETATIONS
6
2.1  Acronyms
6
2.2  Definitions
7
2.3  Interpretations
11
3
PRIVACY AND BILATERAL AGREEMENTS
12
3.1  Non-Discrimination
12
3.2  Privacy and Use of Information
12
3.3  Bilateral Agreements
12
4
PRINCIPLES
13
5
CODE RULES
14
5.1  General
14
5.2  Customer Application
14
5.3  Identification of the LSP
15
5.4  Application Processing
16
5.5  CSD Validation
18
5.6  Cancellation Procedure
19
5.7  GSP to implement the connection order
19
5.8  Transfer Process
20
5.9  Transition Process
20
5.10  Reversals
20
6
REFERENCES
22
APPENDIX
23
A
CONNECT OUTSTANDING PROCESS FLOWCHARTS
23
B
REQUEST FOR RELEASE SPECIFICATIONS
27
C
RFR NOTIFICATION
29
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D
RFR RESPONSE
30
E
RESPONSE CODES
31
F
ACCESS SEEKER FTTB/N MIGRATION CONTACT LIST
32
PARTICIPANTS
33

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1  GENERAL
1.1
Introduction
1.1.1
Section 112 of the Telecommunications Act 1997 (the Act) sets
out the intention of the Commonwealth Parliament that bodies
and associations representing sections of the
telecommunications industry develop industry codes relating to
the telecommunications activities of participants in those sections
of the industry.
1.1.2
The development of the Code has been facilitated by
Communications Al iance through a Working Committee
comprised of representatives from the telecommunications
industry and Government regulatory agencies.
1.1.3
The Code should be read in conjunction with related legislation,
including:
(a)  the Act;
(b)  the Telecommunications (Consumer Protection and Service
Standards) Act 1999 (Cth);
(c)  the Competition and Consumer Act 2010 (Cth); and
(d)  the Privacy Act 1988 (Cth).
1.1.4
The Code should be read in the context of other relevant Codes
and Guidelines including the:
(a)  Priority Assistance for Life Threatening Medical Conditions
Industry Code (C609:2007);
(b)  NBN Access Transfer Industry Code (C647:2017); and
(c)  NBN FTTB/N Migration Processes Industry Guidance Note
(IGN 008).
1.1.5
If there is a conflict between the requirements of the Code and
any requirements imposed on a Supplier by statute, the Supplier
wil  not be in breach of the Code by complying with the
requirements of the statute.
1.1.6
Compliance with this Code does not guarantee compliance with
any legislation. The Code is not a substitute for legal advice.
1.1.7
Statements in boxed text are a guide to interpretation only and
not binding as Code rules.
1.2
Registration by the ACMA
The Code is registered by the Australian Communications and Media
Authority under section 117 of the Act.
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1.3
Scope
1.3.1
The Code is applicable to the fol owing sections of the
telecommunications industry under section 110 of the Act. They
are col ectively referred to as:
(a)  Carriers; and
(b)  Carriage Service Providers.
1.3.2
The Code deals with the fol owing telecommunications activities
as defined in section 109 of the Act:
(a)  carrying on business as a Carrier; or
(b)  carrying on business activities as a Carriage Service
Provider; or
(c)  supplying Goods or Service(s) for use in connection with the
supply of a Listed Carriage Service.
1.3.3
Subject to clause 1.3.4, the Code defines the process for the
reuse of an existing Connection Service, or the infrastructure that
is in use to supply a working Connection Service where the
existing Connection Service has not been Cancelled and the
New Occupant is able to warrant intended occupancy, or if
requested establish Proof of Occupancy.
1.3.4
The Code does not cover the reuse of a Connection Service
where the technology of the new Connection Service is not
compatible or where the new Connection Service cannot utilise
the existing network connected at the customer’s premises.
1.4
Objectives
1.4.1
The objectives of the Code are:
(a)  to set out procedures between Carriage Service Providers
that provide timely connection of a New Occupant’s
Connection Service where a working Connection Service
has not been Cancelled at the Service Address;
(b)  to ensure an appropriate balance between the rights of
the New Occupant and the Previous Occupant;
(c)  to set out competitively neutral and non-discriminatory
processes; and
(d)  to minimise disadvantage to the Previous Occupant or any
third party where a reversal is necessary.
1.5
Commencement Date
Except as provided in this clause 1.5, this Code wil  commence on the day
of registration with the ACMA.
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The obligations under clause 5.9.1 to 5.9.3 wil  not commence until that
date which is 3 months after the date of registration of this Code with the
ACMA.
1.6
Code review
1.6.1
The Code wil  be reviewed every 5 years, or earlier in the event of
significant developments that affect the Code or a chapter
within the Code.
1.7
Powers of the Telecommunications Industry Ombudsman to
handle complaints under the Code
Under section 114 of the Act and subject to the consent of the TIO, the
Code confers on the TIO the functions and powers of:
(a)  receiving;
(b)  investigating;
(c)  facilitating the resolution of;
(d)  making determinations in relation to;
(e)  giving directions in relation to; and
(f)
reporting on
complaints made by the end users of a Listed Carriage Service about
matters arising under or in relation to the Code, including compliance with
the Code by those industry participants to whom the Code applies.

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2 ACRONYMS, DEFINITIONS AND INTERPRETATIONS
2.1
Acronyms
For the purposes of the Code:
ACMA
means the Australian Communications and Media Authority
C/CSP
means Carrier or Carriage Service Provider
CSD
means Connection Service Deliverer
FTTB/N
means Fibre to the Building or Fibre to the Node
GSP
means Gaining Service Provider
HFC
means Hybrid Fibre Coaxial
LSP
means Losing Service Provider
NBN
means National Broadband Network
POD
means Proof of Occupancy Document
RFR
means Request for Release
TIO
means the Telecommunications Industry Ombudsman
TULL
means ULLS Transfer
ULLS
means Unconditioned Local Loop Service.
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2.2
Definitions
For the purposes of the Code:
Access Seeker
means the party requesting services direct from a Connection Service
Deliverer.
Act
means the Telecommunications Act 1997 (Cth).
Bilateral Agreement
means any agreement between two parties.
Business Day
means a day that is not a Saturday, Sunday or public holiday in the
location of the Service Address.
Cancelled / Cancellation
means the permanent cessation of a Connection Service by a C/CSP.
Connection Service
means a broadband or Standard Telephone Service provided over single
or mixed network infrastructures including copper (including ULL), fibre
(including NBN), HFC, satellite and wireless networks.
Connection Service Deliverer
means the head upstream Carriage Service Provider (CSP) which provides
a Connection Service (directly or indirectly) to the Gaining Service
Provider (GSP) and/or Losing Service Provider (LSP). The GSP or LSP may
also be the CSD.
Carriage Service Provider
has the meaning given by section 87 of the Act.
Carrier
has the meaning given by section 7 of the Act.
Connect Outstanding
means the reuse of an existing Connection Service, or infrastructure over
which an existing Connection Service is provided by a New Occupant
where the Previous Occupant’s Connection Service has not been
Cancelled.
Connect Outstanding Transition
means the process described in clause 5.9.1.
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Customer
means the Rights of Use Holder of a Service Identifier number for a
particular Connection Service at a given Service Address or the end user
in whose name the account is established, or wil be established, for the
supply of Connection Services.
Customer Application
is the process described in Section 5.2 of the Code.
Customer Authority
means a written or electronic authorisation which is executed by or on
behalf of a Customer for the purpose of authorising a GSP to place an
order for the supply of a service on the NBN at the Service Address the
subject of the authorisation.
Enhanced Site Qualification
means a service qualification query for a Service Address performed by
the GSP, or the Access Seeker on behalf of the GSP, with Customer
Authority in respect of that Service Address to determine whether that
Service Address is serviceable by the NBN.
Fibre to the Building
means a Connection Service which is supplied on the NBN using fibre to
the building access technology.
Fibre to the Node
means a Connection Service which is supplied on the NBN using fibre to
the node access technology.
Field Completion Notification
means the notification that Telstra places on its Telstra Wholesale Portal to
identify those Legacy Services that have been disconnected in
accordance with Section 5.6.
Gaining Service Provider
means the CSP that provides or wil provide the Connection Service to the
New Occupant.
Invalid Connection, Cancellation or Transfer
means a connection, cancellation or transfer made in conjunction with
the Connect Outstanding process that was subsequently found to:
•
not be properly authorised by the Previous or New Occupant; or
•
be the result of a processing error by the LSP, GSP, CSD or any
downstream provider who is not the LSP or GSP.
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Legacy Services
means services that operate over a copper network, and are acquired by
a Customer prior to migration to the NBN. This includes traditional voice
and / or data services supplied using the public switched telephone
network (PSTN), ULL and over the top services.
Losing Service Provider
means the CSP that provides a Connection Service to the Previous
Occupant.
Migration Plan
means the Telstra Migration Plan, provided to the Australian Competition
and Consumer Commission (ACCC) under section 577BDA of the Act as
amended from time to time.
National Broadband Network
means NBN Co’s superfast broadband network with national coverage
that is offered on a wholesale basis, and includes fibre, copper, wireless,
HFC and satellite network elements.
NBN Access Transfer
means the transfer of a Connection Service delivered over the NBN
between the LSP and the GSP.
NBN Access Transfer Code
means the Communications Al iance Code C647:2017 as amended from
time to time.
NBN Access Transition
means the transition of infrastructure from supporting the delivery of a
Legacy Service to delivering a Connection Service over the NBN.
New Occupant
means the new end user at the Service Address.
Previous Occupant
means the previous end user at the Service Address.
Privacy Act
means the Privacy Act 1988 (Cth).
Proof of Occupancy Document
means the document provided by the New Occupant to verify
occupancy at the Service Address. Proof of Occupancy has the same
meaning.
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Public Number
has the same meaning as defined in the Telecommunications Numbering
Plan 2015.
Request for Release
means the request from the GSP to the LSP as described in section 5.4.
Reversal
means the process described in section 5.10.
Service Address
means the location at which the Connection Service terminates or is to
terminate.
Service Identifier
means a numeric or alpha-numeric number that identifies a particular
Connection Service at a given Service Address. Service ID has the same
meaning.
Standard Telephone Service
has the meaning given by section 6 of the Telecommunications
(Consumer Protection and Services Standards) Act 1999.
Transfer
means the process described in section 5.8.
ULLS
has the same meaning as defined in the ULLS Code.
ULLS Code
means the Communications Al iance Code C569:2015 as amended from
time to time.
ULLS Transfer
has the same meaning as defined in the ULLS Code.
Voiceband Pass Through
refers to a Customer maintaining the voiceband component of their
Legacy Service when migrating to an FTTB/N service.
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2.3
Interpretations
In the Code, unless the contrary appears:
(a)  headings are for convenience only and do not affect interpretation;
(b)  a reference to a statute, ordinance, code or other law includes
regulations and other instruments under it and consolidations,
amendments, re-enactments or replacements of any of them;
(c)  words in the singular includes the plural and vice versa;
(d)  words importing persons include a body whether corporate, politic
or otherwise;
(e)  where a word or phrase is defined, its other grammatical forms have
a corresponding meaning;
(f)
mentioning anything after include, includes or including does not
limit what else might be included;
(g)  clear Business Day means that irrespective of the time of the Business
Day that the request is received, the group responsible for the
action has until the close of the fol owing Business Day to complete
the action;
(h)
words and expressions which are not defined have the meanings
given to them in the Act; and
(i)
a reference to a person includes a reference to the person's
executors, administrators, successors, officer, employee, volunteer,
agent and/or subcontractor (including but not limited to, persons
taking by novation) and assigns.
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3 PRIVACY AND BILATERAL AGREEMENTS
3.1
Non-Discrimination
3.1.1
In implementing the Code, each C/CSP must act in a
competitively neutral and non-discriminatory manner.
3.2
Privacy and Use of Information
3.2.1
The Privacy Act applies to C/CSPs who would not otherwise be
required to comply with the Privacy Act, as if those C/CSPs were
an organisation within the meaning of Privacy Act, to the extent
that the activities of the C/CSPs under this Code relate to
Personal Information.
3.2.2
Information provided in transactions between C/CSPs for the
purposes of the Code must only be used for the disconnection
and reconnection of a Connection Service in association with
delivery of carriage services and must not be used for any other
purposes. For example, such information must not be used for
marketing purposes.
3.2.3
C/CSPs should take al practicable steps to avoid the col ection
and storage of irrelevant information.
3.2.4
Where there is any inconsistency between the Code and Part 13
of the Act, the Act prevails. Where there is any inconsistency
between the Code and the Privacy Act 1988, the Privacy Act
1988 prevails.
3.3
Bilateral Agreements
3.3.1
C/CSPs may enter into Bilateral Agreements in relation to
Connect Outstanding arrangements provided these agreements
meet the requirements of the Code.
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4  PRINCIPLES
1.
The GSP is responsible for:
(a)  managing al  relevant contact/issues with the New Occupant during the
Connect Outstanding process; and
(b)  obtaining and validating al  necessary information from the New Occupant
for the purposes of this process.
2.
The CSD is responsible for managing the disconnection and reconnection of the
Connection Service under instruction from an authorised party.
3.
The LSP is responsible for acting on behalf of the Previous Occupant including
objections to the Cancellation.
4.
The Previous Occupant’s Public Number wil  not be issued to the New Occupant
unless no other number is available.
5.
C/CSPs should endeavour to improve on the timeframes specified in the Code
wherever practicable.
6.
LSPs, CSDs, and GSPs should make every effort to avoid a delay between
disconnection and reconnection of a Connection Service.
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5  CODE RULES
5.1
General
5.1.1
If there are no objections from the LSP or CSD during the Connect
Outstanding process, a GSP must ensure that the New
Occupant’s service is connected within eight clear Business Days
once the service is released in accordance with this Code or the
New Occupant’s requested connection date, if that is later. CSD,
GSP and LSP obligations in the Connect Outstanding process are
set out in this Code.
NOTE: 1. See Appendix A for a flowchart of the process.
2. This Code has three different processes that may apply,
depending on the access infrastructure that wil  be used in the
new connection.
Clauses 5.2 and 5.4 to 5.5 apply to al  service types.
Clauses 5.3 and 5.6 to 5.9 only apply as fol ows;
•
For movement between Legacy Services unless the existing
Connection Service is ULLS, the cancellation procedure in
clauses 5.6 and 5.7 applies.
•
For movement between Legacy Services where the existing
Connection Service is ULLS, and for movement between
NBN based services, the Transfer Process in clause 5.8
applies.
•
For movement from Legacy Services to the NBN (using the
FTTB/N network), the Transition Process in clauses 5.3 and 5.9
applies.
Clause 5.10 for reversals applies to al  service types.
5.2
Customer Application
5.2.1
When a New Occupant applies for connection of a Connection
Service and the existing service has not been Cancelled, the GSP
must initiate the processes outlined in the Code.
5.2.2
Should clause 5.2.1 apply, the GSP must inform the New
Occupant that:
(a)  the Connection Service of the Previous Occupant has not
been Cancelled;
(b)  if the release by the LSP is chal enged or if the Connection
Service is not released, the application can only be
processed if a POD is provided or the service is Cancelled
before the New Occupant’s requested connection date;
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NOTE: In a Connect Outstanding situation, when a New
Occupant has contacted the GSP in advance of their requested
connection date, the GSP should inform the New Occupant of
the possible scenarios and the consequences of either providing
or not providing a POD before the requested connection date.
(c)  A POD must include the date on which the New Occupant
takes up occupancy;
(d)  A POD must satisfy the minimum criteria set out below:
1.  Lease; or
2.  Rental Agreement; or
3.  Contract of Sale; or
4.  Statutory declaration from the New Occupant and a
utility bil  eg. rates, power, water; or
5.  Statutory declaration from the property owner and the
rent receipt from the New Occupant; or
6.  Statutory declaration from the property owner and the
bond payment receipt; or
7.  Documentation from the real estate agent and the rent
receipt from the New Occupant; or
8.  Documentation from the real estate agent and the
bond payment receipt;
(e)  once a POD has been validated and if there are no further
objections, the Connection Service must be connected
within eight clear Business Days or on the New Occupant’s
requested connection date, if this is later.
5.2.3
If the existing service is Cancelled before the New Occupant’s
requested connection date, the GSP wil  fol ow the normal
provisioning procedures for that Connection Service and no
further obligations under the Code apply.
5.3
Identification of the LSP
5.3.1
Where the CSD is a provider of Legacy Services, and the
Customer has requested an NBN service, the Legacy Services
CSD wil  provide the identifier of the downstream LSP for the
Legacy Service to NBN Co.
5.3.2
NBN Co wil  provide:
•
the identifier of the LSP for Legacy Services; and
•
where there is an NBN Access Transfer request in
accordance with the NBN Access Transfer Code, the
identifier of the LSP or its Access Seeker for NBN based
services,
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to the GSP, (or if it is not an Access Seeker, the relevant upstream
Access Seeker with NBN Co, who wil  provide the identifier of the
LSP to the GSP) in order to facilitate timely validation of activities
between the LSP and GSP.
NOTE: The information in 5.3.2 is only available to Access Seekers
who have submitted an Enhanced Service Qualification enquiry.
An Enhanced Service Qualification enquiry can only be
submitted for a premises where an Access Seeker has obtained
valid Customer Authority. NBN Co is only able to include in its
systems, information to which it has access and any necessary
disclosure consent.
5.4
Application Processing
5.4.1
Once the GSP has validated that the prospective customer is a
New Occupant of the premises where the outstanding service is
located, a RFR is sent by the GSP to the LSP via email.
5.4.2
The RFR must contain, as a minimum:
•
Service Address; and
•
date of proposed connection.
Further detail of the RFR format and response codes are set out in
Appendixes B – E.
5.4.3
Where the RFR recipient is an upstream provider, they shal
forward the RFR to the applicable LSP. Any responses wil  likewise
be forwarded to the GSP.
NOTE:
1.
An upstream provider may arrange to manage these
functions on behalf of the downstream CSP.
2.
NBN Co is not an upstream provider in the context of
Clause 5.4.3.
5.4.4
Where the LSP has not provided a valid contact point for receipt
of an RFR, the GSP may elect to obtain and validate a POD in
order to bypass the RFR and proceed with the Customer
Application.
5.4.5
The LSP must validate the RFR against their records, including
contacting the Previous Occupant if required.
5.4.6
Once validated, the LSP must respond to the GSP within two clear
Business Days of receipt of the RFR.
The LSP may advise the GSP within two clear Business Days of the
receipt of advice of the RFR that it objects to the proposed
release because:
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(a)  the LSP has spoken with the Previous Occupant and
confirmed that they are stil  in residence at the time
Cancellation is required; or
(b)  the LSP has a record of contact with the Previous Occupant
confirming that they remain the occupant at the time the
proposed connection is required; or
(c)  the service is cancelled or pending cancellation; or
(d)   the Service Address is not found in the CSD or LSP records.
NOTE: A future dated pending cancellation should not override a
POD by the New Occupant. It is not reasonable for the Previous
Occupant to maintain a live service at a premises no longer
occupied by them.
5.4.7
If a positive response to the RFR is received, or no response to
release is received within two clear Business Days, the GSP wil
fol ow the normal provisioning process for ordering that
Connection Service.
5.4.8
If a response is received from the LSP that indicates an alternate
date of departure for the Previous Occupant, the GSP must re-
contact the New Occupant to verify the proposed connection
date.
If the alternate date is agreed, the GSP does not need to submit
a new RFR, but may fol ow the normal provisioning process for
that Connection Service using the date provided by the LSP.
5.4.9
If a response is received from the LSP requesting additional time
because of difficulties contacting the Previous Occupant, the
GSP wil  suspend any processing for an additional three clear
Business Days from receipt of the LSP response.
The GSP may elect instead to obtain a POD from the New
Occupant in order to expedite the process.
If the New Occupant is able to provide a POD, the GSP wil
source this from the New Occupant and advise the LSP.
5.4.10  If a response is received from the LSP indicating that the Previous
Occupant is not vacating the premises, the GSP must re-contact
the New Occupant to query this.
If the New Occupant is able to provide a POD, the GSP wil
source this from the New Occupant and advise the LSP.
5.4.11  Where the GSP has elected in accordance with clauses 5.4.4,
5.4.9 or 5.4.10 to obtain a POD, and has not been able to verify
the POD is valid in accordance with clause 5.4.13 the GSP wil
suspend processing of the application until the POD is received.
5.4.12  Where the GSP has not received a valid POD within 14 days, the
GSP or CSD may at its discretion withdraw the application order.
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5.4.13  Once the GSP has received a POD, the GSP must validate the
POD by checking that:
(a)  the POD complies with clauses 5.2.2 (c) and (d);
(b)  the New Occupant’s name and Service Address specified
on the application order corresponds to the Name and
Service Address stated in the POD; and
(c)  the requested connection date fal s on or after the date on
which the New Occupant takes up occupancy.
5.4.14  Where a POD is received but is not successful y validated under
clause 5.4.13, the GSP must, within one clear Business Day of
receipt of the POD, make reasonable attempts to contact the
New Occupant to explain why validation was unsuccessful and
to provide the New Occupant an opportunity to supply
additional information to enable validation.
5.4.15  Where the GSP has successful y validated the POD under clause
5.4.13, the GSP must advise the LSP that a valid POD has been
sighted and request release. This advice should be provided
within one clear Business Day of receipt of a valid POD.
5.4.16  Where an RFR has been received from the GSP under clause
5.4.15 the LSP has one clear Business Day from receipt of the RFR
to confirm release otherwise release is assumed.
NOTE: In the event of an objection made by an LSP, if no
successful or clear resolution can be made even with a POD or a
known Service ID (for example if shared premises and there are
disputes over the departing end users), the GSP may need to
order a new service from the relevant CSD.
5.5
CSD Validation
5.5.1
Once the CSD has received advice that the RFR is complete or
bypassed in accordance with section 5.4, and received an order
for connection, the CSD must check the order to ensure that
there are no problems in relation to the connection of that
service, e.g. conflicting orders, discrepancy in records,
technology incompatibilities.
5.5.2
If a problem is found under clause 5.5.1, the CSD must advise the
GSP and provide the relevant details. This advice must be
provided within one clear Business Day of receipt of advice that
the RFR is complete.
5.5.3
Upon receipt of advice from the CSD pursuant to clause 5.5.2, the
GSP must determine whether further information is required from
the New Occupant in order to resolve the problem and enable
the CSD to validate the order under clause 5.5.1.
(i)
If the GSP deems that no further information is required from
the New Occupant, the GSP must initiate contact with the
CSD and the two entities must co-operate to resolve the
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problem. The GSP and CSD should endeavour to resolve
the problem within one Business Day of receipt of advice
under clause 5.5.2 or as soon as possible.
(i )
If the GSP deems that further information is required from
the New Occupant, the GSP must within one Business Day
of receipt of advice under clause 5.5.2 make reasonable
attempts to contact the New Occupant and advise of the
additional information that is required.
5.5.4
If there are no problems found under clause 5.5.1, the order can
be progressed and the CSD or former CSD (as applicable, being
the provider for the Connection Service being cancelled) must
advise the LSP (or upstream Access Seeker) of the loss. This advice
must be provided to the LSP; 90% within one clear Business Day
and 99% in two clear Business Days of the order being completed.
NOTE: Notice from the CSD to the LSP of a loss can take a number
of forms, including but not limited to a daily CSP data feed, a
Field Completion Notification, a ULLS* Transfer loss, or an NBN*
Access Transfer loss.
* Both ULLS and NBN processes utilise their respective Transfer
functionality to support Connect Outstanding.
5.6
Cancellation Procedure
5.6.1
The Cancellation procedure applies to movement between
Legacy Services (unless the existing Connection Service is ULLS).
5.6.2
Where the LSP advises the CSD either that there was no objection
from the LSP or where there was no response to the RFR within the
timeframe required by clause 5.4, the CSD must, within one clear
Business Day, proceed with the Cancellation or new order as
relevant, and advise the GSP and LSP that the Cancellation or
new order has been actioned.
5.6.3
If the outstanding service is not associated with a loss advice
pursuant to section 5.5.4 within 10 Business Days, the LSP may ful y
cancel the outstanding service.
NOTE: The LSP may issue a Cancellation of the Previous
Occupant’s Connection Service at any stage of the Connect
Outstanding process pursuant to section 5.6.1 and 5.6.3.
5.7
GSP to implement the connection order
5.7.1
Fol owing the Cancellation of the Previous Occupant’s
Connection Service, the GSP should ensure that the connection
order proceeds within timeframes specified in the
Telecommunications (Customer Service Guarantee) Standard
2011 for in-place services if required by the CSG Standard.
NOTE: A Customer Service Guarantee only applies to the
connection of a Standard Telephone Service.
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5.8
Transfer Process
5.8.1
This section applies to movement between Legacy Services
where the existing Connection Service is provided over ULLS and
to movement between NBN based services.
5.8.2
After confirming release of the service by the LSP, or where the
GSP has obtained and verified a POD in accordance with section
5.4, the GSP may submit a:
•
ULLS Transfer (TULL) request in accordance with the ULLS
Code and ULL IT Guidelines; or
•
NBN Access Transfer request, with a Connect Outstanding
indicator, in accordance with the NBN Access Transfer
Code.
NOTE: A Transfer has the effect of enabling the change from
Previous Occupant to New Occupant, as well as changes to the
service, without any significant downtime.
5.9
Transition Process
5.9.1
This section applies to Legacy Services where the New Occupant
requires connection through the NBN using the copper network.
NOTE: When using technologies such as FTTB and FTTN.
5.9.2
After confirming release of the service by the LSP in accordance
with section 5.2 to 5.5 the GSP may submit a NBN Access
Transition request, with a Connect Outstanding indicator.
5.9.3
A Connect Outstanding Transition must not be placed requesting
Voiceband Pass Through with the order.
5.9.4
The Service Identifier is not required to be passed to NBN Co by
the GSP for validation.
5.10
Reversals
5.10.1  This section applies if an Invalid Connection, Cancellation or
Transfer of a Connection Service has occurred as a result of the
Connect Outstanding process.
5.10.2  Where a GSP or LSP becomes aware of an Invalid Connection or
Cancellation, (in a case referred to in section 5.6 or 5.9) that GSP
or LSP must immediately advise the relevant CSD and / or the
other party.
5.10.3  Once the relevant CSD has received advice as per clause 5.10.2,
the CSD must take immediate steps to facilitate the restoration of
the Connection Service of the Previous Occupant and advise its
Customer, the GSP, LSP or Access Seeker as relevant, that a
reversal has taken place.
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5.10.4  Fol owing the receipt of the advice that a reversal has taken
place pursuant to clause 5.10.3, within one clear Business Day:
(a)  the GSP must make reasonable attempts to contact the New
Occupant to advise of the reason for the reversal;
(b)  the LSP must make reasonable attempts to contact the
Previous Occupant to advise of the reason for the reversal.
NOTE: If an Invalid Connection, Cancellation or Transfer has
occurred requiring Reversal, but the Telstra copper path has
been permanently disconnected in accordance with the
Migration Plan, then no Reversal to copper can be processed
and the service can only be reconnected via the NBN.
5.10.5  Where a GSP or LSP becomes aware of an Invalid Transfer (in a
case referred to in section 5.8), that GSP or LSP must immediately
advise the other party and seek to process a Transfer reversal.
The Transfer reversal is triggered by the LSP and results in a loss
notification to the former GSP.
5.10.6  The CSD, GSP and LSP must co-operate to initiate action for
matters within their control, to permit compliance with the New
Occupant and the Previous Occupant’s requirements.
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6 REFERENCES
Publication
Title
Industry Codes
C609:2007
Priority Assistance for Life Threatening Medical
Conditions
C647:2017
NBN Access Transfer
C569:2015
Unconditioned Local Loop Service – Ordering,
Provisioning and Customer Transfer
Industry Guidelines
G587:2002
Unconditioned Local Loop Service – IT Specification
Transaction Analysis
Industry Documents
IGN 008
NBN FTTB/N Migration Processes
Legislation
Competition and Consumer Act 2010
Privacy Act 1988
Telecommunications Act 1997
Telecommunications (Consumer Protection and Service Standards) Act 1999
Telecommunications (Customer Service Guarantee) Standard 2011
Telecommunications Numbering Plan 2015

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APPENDIX
A CONNECT OUTSTANDING PROCESS FLOWCHARTS
A1 CANCELLATION PROCEDURE FLOWCHART

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A2 TRANSFER PROCESS NBN – NBN FLOWCHART

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B  REQUEST FOR RELEASE SPECIFICATIONS
An RFR notification is sent from GSP to LSP to request for the release of the Connection
Service.
An RFR notification below shows the required information the GSP submits to LSP. This
can be done by email with an attached excel spreadsheet (comma separated values-
csv, or similar format).
(a)  The spreadsheet must include a header row.
(b)  Files must be sent as a batch file once per Business Day at 12.00pm
NSW time, unless there are no instances of Connect Outstanding
applicable for such Business Day.
(c)  Separate emails must be sent for:
(i)
RFR as a GSP; and
(i )
Response(s) to an RFR as a LSP.
LSPs are required to fil  in the necessary response code on the RFR notification within the
required timeframe to advise GSP of approval or objection of the Connection Service,
see response codes in Appendix E.
To assist with file processing, characters that:
(a)  are acceptable include:
ABCDEFGHIJKLMNOPQRSTUVWXYZ
! @ # $ % ^ & ( ) _ + 1 2 3 4 5 6 7 8 9 0 - = , . ; ’ { } [ ]
(b)  are not acceptable are:
\ / : * ? “ < > |
Blank rows must not be included.
Blank columns must not be included. Blank values within columns are only al owed for
Optional fields (see Appendix C).
The address format must be as per Appendix C.
The email subject line must be <GSP Optus Request For Release 20160108>, to include:
(a)  The originating SP
(b)  That the email contains either:
(i)
An RFR file from a GSP, or
(i )
Responses to a RFR from a LSP;
(c)  The date of the RFR batch file;
(d)  The technology type that the RFR is in relation to; and
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(e)  A unique reference ID which identifies the RFR attached to the
email.
NOTE: Examples of a unique reference ID for GSP and LSP are:
(a)
GSPOptus20150430ULLRFR0002 and
(b)
LSPOptus20150430NBNFTTPRFRR0004.
The RFR filename must:
(a)  use 3 letter EPID title and keep variable at the end for sorting e.g.
GSP_Opt_RFR _20160108.xls
(b)  add character suffix if a second file required
GSP_Opt_RFR _20160108a.xls
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C RFR NOTIFICATION
The information required on the spreadsheet is:
Attribute Name
Length
Comment
Mandatory
Reference number (to be filled CHAR (10)
eg ‘00000000001’
Y
out by GSP for their reference)
Date of proposed connection
CHAR (8)
Format ‘YYYYMMDD’
Y
Y (if available,
Location ID
CHAR (15)

otherwise full
address)
Additional address info (blank
CHAR (18)
eg ‘ABA TOWERS’
O
if none)
Sub address type (blank if
CHAR (6)
eg ‘UNIT’
O
none)
Sub address number (blank if
CHAR (6)
eg ‘A’
O
none)
Street number
CHAR (5)
eg ‘75’
M
Street name
CHAR (25)
eg ‘WOOD’
M
Street type
CHAR (8)
eg ‘ST’
M
Street suffix
CHAR (6)
eg ‘NORTH’
O
Locality
CHAR (40)
eg ‘ST KILDA’
M
Postcode
NUM (4)
eg ‘5038’
M
Response code (filled out by
NUM 2)
eg ‘01’
M
LSP)
Vacancy / availability date
CHAR (8)
Format ‘YYYYMMDD’
O
(filled out by LSP if required)
Cancellation order (filled out
CHAR (13)
eg ‘1234567890123’
O
by LSP if required)
Date POD sighted by GSP
CHAR (8)
Format ‘YYYYMMDD’
O
NTD Port ID (if known)

O

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D RFR RESPONSE
The LSP chooses the appropriate response code depending on approval or objection of the RFR and adds this to the spreadsheet for the
RFR response to GSP.
Reference Number
New Occupancy Date
Location ID
Additional Addr Info
Sub Addr Type
Sub Addr No
Str No Street Name
Str Type
Str Suffix
Locality
Postcode
Date POD Sighted by GSP
Response Code
Denial Reason
Vacancy/Availability Date
Cancel ation Order
SAMPLE
28/02/2016 NBN00000000 Building 1
Unit
1
367 Railway
Pde
Sth
North Hampton
3258
16/02/2016
002 Current Customer is il and not moving until a later date
15/03/2016
12345678
Key
GSP Completes
LSP Completes

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E
RESPONSE CODES
Code
Reason
01
Customer not moving (if customer is moving at a later date and this is
known by the LSP, LSP will fill in the field in the spreadsheet so GSP can
update their request and resend RFR when/if required)
02
Service Address not found. (Service Address provided by CSD is not
found in CSD or LSP records).
03
Incorrect Service ID (Service ID provided by CSD is inconsistent with the
Service ID recorded by the LSP (Not in use).
04
Possible churn
05
Cancellation order has been submitted or service has been cancelled
06
Additional time required to contact End User
07
Transfer request required (ULL transfer loss or NBN access transfer loss
notification required)
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F
ACCESS SEEKER FTTB/N MIGRATION CONTACT LIST
Access Seekers must complete this matrix and provide to Communications Al iance.
Access Seekers must maintain and keep the contacts current. Communications
Al iance wil  maintain the contact matrix on their website –
www.commsalliance.com.au, as updated from time to time. Updates wil  be made
within one Business Day of notification of the change. The contact list is password
protected.
Example format:
Access
Migration Query  Phone
Email
Technical
1st level
2nd level
Seeker
Type
Contact
Escalation
Escalation
Name

Cancellation /

Transition /
Transfer / RFR /
Reversal Query

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PARTICIPANTS
The Working Committee responsible for the revisions made to this Code consisted of the
fol owing organisations and their representatives:
Organisation
Membership
Representative
Australian Communications Non-voting
Gerry O’Reil y
and Media Authority
(ACMA)
Department of
Non-voting
Tennil e Cal oway
Communications and the
Arts
i Net
Voting
Jerry Smyth
i Net
Non-voting
Gregory Tutin
NBN Co
Voting
Kim Summers
Optus
Voting
Brett Wil iams
Telstra
Voting
Craig McAinsh
Telstra
Non-voting
Robert Clark
Vocus
Voting
Chris Kulpa

Craig Purdon of Communications Al iance provided project management support.

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Communications Al iance was formed in 1997 to provide a unified voice
for  the  Australian  communications  industry  and  to  lead  it  into  the  next
generation of converging networks, technologies and services.
In  pursuing  its  goals,  Communications  Al iance  offers  a  forum  for  the
industry  to  make  coherent  and  constructive  contributions  to  policy
development and debate.
Communications Al iance seeks to facilitate open, effective and ethical
competition  between  service  providers  while  ensuring  efficient,  safe
operation  of  networks,  the  provision  of  innovative  services  and  the
enhancement of consumer outcomes.
It  is  committed  to  the  achievement  of  the  policy  objective  of  the
Telecommunications Act 1997  - the greatest practicable use of industry
self-regulation  without  imposing  undue  financial  and  administrative
burdens on industry.

Published by:
COMMUNICATIONS
ALLIANCE LTD

Level 12
75 Miller Street
North Sydney
NSW 2060 Australia

Correspondence
PO Box 444
Milsons Point
NSW 1565

T 61 2 9959 9111
F 61 2 9954 6136
E info@commsal iance.com.au
www.commsal iance.com.au
ABN 56 078 026 507

Care should be taken to
ensure the material used is
from the current version of
the Standard or Industry
Code and that it is updated
whenever the Standard or
Code is amended or
revised. The number and
date of the Standard or
Code should therefore be
clearly identified. If in
doubt please contact
Communications Alliance