Things you should know
1. Authorised Representatives and Advocates
If you wish, you can appoint a person to interact with us on your behalf. An advocate is someone who you appoint to interact with us, but who does not have authority to change your account settings or details. An authorised representative is a person who you authorise to operate your account and make changes as if they were you.
To appoint either an advocate or an authorised representative, please complete and send to us our appointment form, which you can obtain from the link:
Appointment of Advocate or Authorised Representative
We bill monthly, and always provide the option to pay us by direct debit without an additional payment fee.
Our bills have a standard format. View our Example Bill.
If you have any questions about billing, please contact us.
3. Information about your current spending and previous bills
If you want to access bills which are more than 24 months old, there may be an additional charge.
4. Direct Debit
If you have set up a direct debit with us and would like to update your direct debit details, please download the direct debit form.
5. Financial Hardship and Debt Counselling
Our financial hardship policy is available at: Financial Hardship Policy
If you are experiencing genuine financial hardship and think you may be covered by our policy, please contact us to provide evidence of the financial hardship for us to consider.
If you are experiencing financial hardship, there are a number of organisations which provide free counselling and assistance. To find a financial counsellor in your area visit www.fcan.com.au .
A report from a financial counsellor can help show what you can afford to pay towards your telecommunications services and may be required under our financial hardship policy.
6. Complaint Handling
Our complaint handling policy is available at: Complaint Handling Policy.
7. Spend Management Tools
You can also request that certain features of your service, such as international or premium numbers, are limited or restricted from use.
8. Standard Form of Agreement
You can download a copy of our Standard Form of Agreement, which forms part of our contract with our customers, at: Standard Form of Agreement.
9. Customer Service Guarantee
You can download a copy of our Customer Service Guarantee, which forms part of our contract with our customers, at: Customer Service Guarantee.
10. Critical Information Summaries and Product Brochures
So that you have all the information to decide on the most suitable plan for your needs, each of our products comes with a Critical Information Summary and Product Brochure. To view these documents click on the link at the bottom of each product page or go to; Critical Information Summary & Product Brochures.
We may supply a range of hardware usually for Broadband Internet and Hosted PBX services from suppliers such as NetComm, Cisco, Yealink, D-Link, TP-Link, Alloy, ObiHai, Siemens and Plantronics.
We offer a limited warranty on some kinds of hardware that you purchase from us.
To claim under the warranty, you should contact us as described on this website and answer any questions we have. We will assess whether you are eligible to claim under the warranty and whether to repair or replace your equipment, or provide a credit.
If we determine that your equipment needs to be returned, you will need to send the faulty equipment to us.
The warranty does not apply to faults caused by any of the following:
(a) any equipment not supplied by us;
(b) any interference with or modification to the equipment or a failure to use it in accordance with instructions; or
(c) damage caused by you or someone who has used the equipment (for example misuse or exposure to liquid or excessive heat); or
(d) an external event (for example a fire or flood).
The benefits given to you by this warranty are in addition to other rights and remedies you may have at law. Our hardware comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
You can find our further information about hardware supplied by us by visiting the relevant manufacturer’s website as per the below:
NetComm modem/routers – http://www.netcomm.com.au
Cisco handsets, modem/routers & switches – http://www.cisco.com/
Alloy – http://www.alloy.com.au
TP Link - http://www.tp-link.com.au/
DLink - http://www.dlink.com.au/
Yealink – http://www.yealink.com
Siemens Gigaset cordless handset – http://www.gigaset.com
Obihai Analogue Adapters – http://www.obihai.com
Plantronics Headsets – http:// http://www.plantronics.com/au/