Historically we have not passed on any cost for faults that are cancelled by you or your customer after the service company technician has started the job.

This means that once a technician is dispatched, Chorus pays for the call-out, even if it is cancelled prior to arrival at the customer premises. Over time, this has added up to significant cost for Chorus, to the point that we can no longer continue to absorb it.  

Therefore from 1 February 2025, we will start charging the ‘no fault found’ fee in accordance with the existing charge specified in the Price List (Appendix 3, Table A 1.7). This means that we will charge when you or your customer cancels a fault after the fault technician has been dispatched by the service company, as described in the Updating Reported Faults section (clause 11.10) of the Chorus UFB Bitstream Operations Manual. The Price List and Operations Manuals can be found at www.chorus.co.nz/ufbservices.

These charges will apply to fibre faults using the Trouble Found Codes (TFC), 280, 291, 821 and 822.

We will continue not charging for:  

• cancelled fibre faults where a truck is not rolled, or  
• if the ONT status was Red when the fault was placed.  

To avoid incurring a no fault found fee, please ensure you complete robust troubleshooting with your customer before logging a fault. We will update the question “Do you accept responsibility for the fee if no fault is found?” in the Assurance API and Assurance Portal to “Do you accept responsibility for the fee if no fault is found or if the fault is cancelled after a technician has been dispatched?” 

We will be in touch in January with specifics on how these will show up in your billing reports. 

Contact

Please contact your Customer Engagement team with any questions.