We are improving the way we handle a NGA 'No Fault Found' when the Chorus test tool indicates a red optical status. 

Chorus is only responsible for faults that are within Chorus’ network or services. If Chorus investigates a submitted fault ticket and no fault for which Chorus is responsible is found, i.e. the Chorus service is working within specification at the agreed demarcation points, Chorus will charge a 'No Fault Found' fee.   

We provide you diagnostic tools that enable you to confirm that a fault is on our network. In some instances, our diagnostic tool may indicate a red optical status, meaning a physical fault on the fibre, which requires a technician call out. However, the red optical fault self-resolves prior to or during technician investigation. For this reason, we will no longer charge a 'No Fault Found' fee where there is a record of a red optical status fault in our diagnostic tool indicating a fault at the time of reporting.   

An update to the operations manual reflecting this change and the use of diagnostic tools will be tabled at the November 2021 Product Forum for industry review.   

More information 

More information on the 'No Fault Found' process and business rules where a fee may be charged can be found here.    

Contact

For any queries, please contact your account team.