1300 110 393 [email protected]

What you need to know – Information about our communication services

We hope the information below will assist you with the use of our communication services.

OUR COMMUNICATION SERVICES

Please click here for a summary of the communication services that we offer.

Please contact us on 1300 110 393 or by e-mail at [email protected] for pricing information.

MANAGING YOUR SPEND

Usage notifications

If you are a residential customer, we will help you control your spend by providing you with notifications via SMS when you reach 50%, 85% and 100% of data allowance that is included in your prepaid broadband plan.

Usage notifications do not occur in real time but with a delay of 48 hours after you actually reached the respective thresholds.

Other ways of managing your spend

There may be other ways of keeping your spend on track, such as choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your

included data allowance) or monitoring your spend by contacting us to discuss your usage.

Examples of our spend management tools include:

Speed reduction for broadband services where speed is reduced to 72 kbps once the monthly allowance is reached

  • Speed reduction for DSL services where the data allowance is reached
  • The option of changing your plan
  • For VOIP calls, we offer call barring
  • Contacting us on 1300 110 393 to discuss your usage

Please contact us on 1300 110 393 or by e-mail at [email protected] for more information on managing your spend.

Estimate your data usage

The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service to meet your needs.

Please note that actual usage will depend on the device used, the technology used and other factors. The information below is based on averages and provides estimates only.

Email text only30 – 50 KB
Email with attachment, i.e. document or photo350 KB – 4 MB
Website viewing1 MB
Streaming video/minute7 MB (3G), 30 MB (4G)
Streaming music/minute1 MB
Downloading a song6 MB
Downloading an app or games10 – 40,000+ MB
Uploading a photo4 MB
Downloading a movie2048 MB
VOIP calls480 KB a minute

SUPPORT

We offer post-sales support over the telephone. Please contact us on 1300 110 393.

Our support hours are as follows:

Monday – Friday 8:30 am – 5:00 pm

Weekends Closed – After hours support only

Public Holidays – Closed.

YOUR NETWORK

We generally use the Telstra, AAPT, Optus, TPG or Engin (Carriers). Please contact us for further information for the networks used in your particular circumstances.

We are not affiliated or related to the Carriers in any way and we are responsible for the service that we are providing to you. We will be there to help in case you have any feedback or wish to complain.

Please note that actual coverage depends on numerous factors, including local geographic, structural and building conditions. Therefore, we recommend, if possible, testing coverage at your specific location.

PAYING US

Your bill

We will bill you monthly in advance and your bill will be mailed to you. You can pay your bill free of charge via EFT.

Financial hardship

Our financial hardship policy is available here

HARDWARE AND WARRANTIES

We do not offer supplier branded products and source all hardware from third party suppliers.

Any hardware (e.g. modem or routers) that we provide you with may come with a guarantee or warranty from the manufacturer. In addition, they come 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 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.

Full details of your consumer rights may be found at www.consumerlaw.gov.au and details of any manufacturer warranties that are provided with hardware supplied by us can be found  here.

 DEALING WITH US

If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, the form is available here

FEEDBACK AND COMPLAINTS

We are here to assist you. Please contact us if you wish to give feedback or make a complaint.

A summary of our complaint handling process is available here.

 

Technical Limitations

NBN service will not work during power failures

unless connected using FTTP and an NBN battery
backup power supply unit is installed and working.
Your speed or performance may be reduced by
other factors such as your in-home setup and wiring.
Talk to your provider about example, elevating your
router about the ground may improve your speed as
electrical objects such as a fridge may be acting as a
damper.

 

Medical Alarms / Security

 

Before entering into a consumer contract, you
should find out if any medical or security alarm
services you want to use are compatible with an
NBN service. If your medical or security alarm
services are not compatible with an NBN service,
you should identify what alternatives are available.
You can do this by contacting the provider of your
medical or security alarm service.