In October we informed you we would begin charging for cancelled fibre faults where a truck had already been dispatched and that we would be in touch in January with specifics.

To support your CSRs in setting the correct expectations with customers, we will be updating the question “Do you accept responsibility for the fee if no fault is found?” 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?”. This change will take effect on 31 January 2025 in the Assurance Portal and APIs.

To assist your billing team in understanding how these charges will appear, please note the following:

• Monthly Chorus invoices, debit notes, Chorus price book - cancellation charges for fibre faults will appear under existing line item ‘NGA No Fault Found’ with the Product ID ‘26496’
• Monthly credit note – will appear under Product ID of ‘26496’, with descriptions including the ASID. For any disputes involving multiple charges, the corresponding SAP ID will be included instead of the ASIDs.  
• Monthly Chorus invoice detail file – will appear under existing ProductID ‘26496’, described as ‘NGA No Fault Found’.
• Weekly CABR Chorus assure billing report – will appear under existing eBill Code ‘NGA No Fault Found’ for individual items.  
  • The TFD Codes of 280, 291, 821, 822 will help identify cancellations and distinguish them from the existing ‘NGA No Fault Found’.
• All the above aligns with existing No Fault Found billing practices. Please note that the ‘TFC Code’s for cancellations will appear under the existing ‘NGA No Fault Found’ in the Chorus invoice detail file.

Contact

Please contact your Customer Engagement team with any questions.