Customer Information
Terms & Conditions

Customer Care Policies

Customer Care Policies
Services
Equipment and Software
Customer Accounts and Credit
Billing
Plans and Promotions
Customer Orders
Customer Support



Customer Care Policies  Back to Top

Customer Care Policies
Changes to our Agreement
Interpretation of this document
Effective Date

Customer Care Policies  Back to Top

The Customer Care Policies outline the policies and procedures within which we provide you with your service and applicable equipment or software.

Changes to our Agreement  Back to Top

We may change our terms and conditions with you from time to time. This includes changes to:

  • your Customer Agreement;
  • our Customer Care Policies;
  • your Fees and Charges;
  • our Internet Terms and Conditions;
  • our Privacy Policy; and
  • our Website Terms and Conditions.
Where we do so we will update any relevant document and place this on our website. We recommend that you check this site regularly to ensure that you are aware of and comply with the most recent version.

Where we change terms or conditions that, in our opinion, materially affect your use of a service or increase your costs, we will provide you with a minimum 21 days written notice by postal mail or email.

Interpretation of this document  Back to Top

Unless the context suggests otherwise the use of the term ‘service’ means any and all services offered by us to you.

The Customer Care Policies apply to you and any user of your service or equipment. You must ensure compliance with these terms and conditions by anyone who uses your service or equipment.

Where these policies refer to ‘you’ this should be read to include anyone who uses your service.

Where it is stated in this document that we do not promise to do something, we do not accept responsibility for such failure or any liability for any resultant losses.

Effective Date  Back to Top

This is version 1.8 of the Customer Care Policies and is effective as at December 2007.


Services  Back to Top

Mobile Services
Internet Services
Home phone Services
Premium Services

Mobile Services  Back to Top

Provisioning your Service (Activation, Disconnection, Suspension etc)
Quality of Service
Standard and Enhanced Services
Change of Customer - Mobile
Service Number Selection
Service Number Changes
Service Suspension
Non-tolling Services
Service Disconnection
International Dialling and Information Services
International Roaming
Mobile Number Porting (Transfers)

Provisioning your Service (Activation, Disconnection, Suspension etc)  Back to Top

Policy

We aim to ensure you can receive your service promptly, however we do not promise specific timeframes. In many situations provisioning your service relies on the service network completing tasks on our behalf. Such situations include:


  •  
  • activation and disconnection of a service;
  •  
  • activation and disconnection of any related services such as messaging and data services;
  •  
  • placing and removal of bars/service suspensions;
  •  
  • the transfer (or porting) of service numbers;
  •  
  • swapping (or changing) of service numbers;
  •  
  • network services, call and data handling;
  •  
  • billing;
  •  
  • service faults, difficulty and general engineering and technical support; and
  •  
  • the blocking of mobile phones (IMEIs).

    Costs


    Unless specified in your plan, we do not charge for the provisioning of mobile services.

    Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.


    What to do


    To activate your mobile service call our Customer Care number 13 30 20.

    Related Policies
       Mobile Number Porting (Transfers)
       Lost or Stolen Mobile Phones
       Service Disconnection
       Service Suspension

    Quality of Service  Back to Top

    Policy

    We aim to provide a high quality, continuous, fault free service however, we do not promise to do so. Equipment, climatic, geographic and network issues may affect quality of service. We will work with the service network where possible and relay to them the issues and problems raised by our customers.


    Costs


    Unless obliged under law, we will not provide refunds or credits for losses caused through failures, faults or delays in service.

    Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.


    What to do


    If you experience problems with your service call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Complaints
       Call Centre Support

    Standard and Enhanced Services  Back to Top

    Policy

    We offer you access to a range of Standard and Enhanced Services as a part of mobile services.

    Usage and subscription fees may apply for these services.

    Only usage charges for Standard Services are included in included call allowances where applicable.


    Costs


    Costs may apply for subscription and usage.


    What to do


    To find out more visit our website or call our Customer Care number 13 30 20.

    Related Policies
       Mobile Service Call Plans
       Provisioning Your Service (Activation, Disconnection, Suspension etc)
    Related Links
       Other Fees and Charges brochure

    Change of Customer - Mobile  Back to Top

    Policy

    You may transfer your rights and obligations under this agreement to other person(s) approved by us under our assessment policies. See the Plan Transfer policy for more details.


    Costs


    Your service is provided under a plan, which will also need to be transferred. Charges will apply for a plan transfer.


    What to do


    To transfer your plan to another customer call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Plan Transfers
       Customer Account Details
       Compassionate Circumstances
    Related Links
       Other Fees and Charges brochure

    Service Number Selection  Back to Top

    Policy

    Generally we are not able to provide you with a choice of mobile service number at point of sale.


    Costs


    We may, at our discretion, provide a customer with a choice of mobile service number and charge a fee.


    What to do


    To choose your mobile service number


    If a choice of mobile service number is required, please apply at point of sale.

    Related Policies
       Service Number Changes
       Mobile Number Porting (Transfers)

    Service Number Changes  Back to Top

    Policy

    You may change your mobile service number at any time provided you swap to a previously ‘unused’ mobile service number.

    If you wish to swap your mobile service number to a number that has been ported or transferred in then we must connect you to a new service plan. Any remaining months on your existing plan will be added to your new service plan term. Your existing plan will be cancelled.


    Costs


    If the number change is a result of harassing calls, we will ask the service network to complete the number change at no cost. Where the service network does not provide the number change without cost, an administration fee will be charged.

    If you wish to swap your mobile service number to a ported or transferred in number, we will waive any plan cancellation fee provided your new service is attached to a current plan of the same value or higher. A service fee for SIM card replacement will apply.


    What to do


    To change your mobile service number


    Call our Customer Care number 13 30 20 for assistance.


    To change your mobile service number to avoid harassment calls


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Service Number Selection
       Mobile Number Porting (Transfers)
       Unwelcome Calls
       Life Threatening Calls
    Related Links
       Other Fees and Charges brochure

    Service Suspension  Back to Top

    Policy

    You may request a temporary suspension of your service.

    We will suspend your service for a maximum of 3 months after which we reserve the right to disconnect you.

    Should you fail to comply with what we consider to be an important term or condition of your agreement or should you fail to comply with a number of less important terms and conditions then we can suspend your service or reroute calls from your service. We will generally provide you with notice of your failure and allow you a reasonable time to remedy it.

    However we may suspend your service without notice where:


  •  
  • you exceed the amount of your credit limit;
  •  
  • there has been, in our opinion, unusual activity on your service;
  •  
  • there are technical problems with the service network or the service network requires repairs or maintenance;
  •  
  • an authority such as the ACMA or enforcement agency instructs us to do so.

    Costs


    Whilst your service is suspended we will continue to charge you any applicable fees and charges. We will only do so where the suspension is due to your failure to comply with your obligations under your agreement, or is performed at your request.

    We are unable to provide refunds or credits for any loss or damage arising from suspension of your service.

    An additional monthly maintenance fee will apply to the suspended service after the first month of suspension.

    If your mobile service is disconnected prior to the expiry of the minimum term of your plan you will be liable for any outstanding fees and charges plus the balance of your plan (plan payout) and any applicable fees including a plan cancellation fee.


    What to do


    To suspend a mobile service


    To activate, correct, cancel or suspend a mobile service call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Lost or Stolen Mobile Phones
       Provisioning your Service (Activation, Disconnection, Suspension etc)
       Non-tolling Services
       Service Disconnection
       Plan Cancellation
       Unusual or Excessive Activity
       Collections

    Non-tolling Services  Back to Top

    Policy

    It is a condition of the service network that you must make at least one tolling call or SMS from your mobile service every 3 months. If you do not your mobile service may be suspended or disconnected.


    Costs


    If your mobile service is suspended for non-tolling a maintenance fee may apply.

    If your mobile service is disconnected prior to the expiry of the minimum term of your plan you will be liable for any outstanding fees and charges plus the balance of your plan (plan payout) and any applicable fees including a plan cancellation fee.


    What to do


    To replace a lost, stolen or damaged mobile phone call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Lost or Stolen Mobile Phones
       Service Disconnection
       Service Number Selection
    Related Links
       Other Fees and Charges brochure

    Service Disconnection  Back to Top

    Policy

    You can request disconnection of your service at any time.

    Where your service is on a plan we will cancel that plan and place you on your final billing run.

    Transferring your mobile service number to another network or provider is considered a mobile service disconnection.

    Should you fail to comply with what we consider to be an important term or condition of this agreement or should you fail to comply with a number of less important terms and conditions then we can disconnect your service.

    Under normal circumstances we can disconnect you from the service network at any time after we give you 30 days notice of our intention to do so. However we may disconnect your service without notice where:


  •  
  • you do something which we believe may damage the service network;
  •  
  • an authority such as the ACMA or enforcement agency instructs us to do so;
  •  
  • we believe that you have used your service to commit unauthorised, criminal or unlawful activity;
  •  
  • we believe it is necessary to comply with our legal obligations;
  •  
  • we are unable to contact you, and you have not paid a tax invoice for what we consider to be an unreasonable period of time after the due date;
  •  
  • we are entitled to do so under the specific terms and conditions of your plan or package.

    Costs


    Any monthly plan charges such as access fees which have been charged in advance will be recalculated and any adjustment will appear on your next bill.

    If your service is disconnected prior to the expiration of the minimum term of your plan we will invoice you for the remaining access fees on your plan plus a plan cancellation fee if applicable. We will only charge a plan cancellation fee in circumstances where you have failed to comply with an important term or condition of our agreement.

    We are not liable to you or any person(s) claiming through you for any loss or damage arising from disconnection of your service.


    What to do


    Disconnecting your mobile service


    We have a range of attractive extension and upgrade offers available for our loyal customers. To find out about your renewal options, call us on 1300 303 515.

    Related Policies
       Mobile Number Porting (Transfers)
       Plan Cancellation
       Customer Account Details
    Related Links
       Other Fees and Charges brochure

    International Dialling and Information Services  Back to Top

    Policy

    International dialling and Information Services (1900 calls) are Premium Services and available to you only after you have made your first successful payment from your nominated direct debit facility. Thereafter call restrictions will be removed.

    If we have not yet taken a payment from your direct debit facility, you may make an advance payment to us. Once this payment has been processed successfully the call restriction will be removed. Advance payments may be applied against your fees and charges.


    Costs


    There is no cost to activate international dialling and Information Services.

    Costs of using Information Services vary depending on the particular service.

    International dialling call rate information provided by us is to be used as a guide only and may change without notice.

    The required minimum advance payment to remove an international dialling and Information Services restriction is $100. Advance payments may be applied against your fees and charges.


    What to do


    To access International Dialling and Information Services


    To lift the restriction on international dialling and Information Services before your first debit date, call our Customer Care number 13 30 20 to make an advance payment.


    To suspend access to International Dialling and Information Services


    To activate, correct, cancel or suspend a mobile service call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Advance Payments
       Refunds
       Mobile Premium Service Credit Restrictions
       Premium Services
    Related Links
       Other Fees and Charges brochure

    International Roaming  Back to Top

    Policy

    International Roaming is not automatically available; you must apply to us for access to this premium service.

    We reserve the right to deny access to International Roaming or ask for a roaming bond, based on a credit assessment of your account.

    If a roaming bond is required, it will be retained while you are overseas and refunded 3 months after notification of your return - the approximate duration required to finalise international call data records.

    If taken, the roaming bond may be refunded to your direct debit facility or as a credit to your account with us.


    Costs


    There is no cost to access international roaming however a roaming bond may be required.

    Call costs vary depending on the international carrier. Call rate information provided by us is to be used as a guide only and may change without notice.

    IMPORTANT: Whilst international roaming you incur call costs for every call made and received.

    You are responsible for all costs incurred while international roaming with your service. You should not rely on us to monitor or suspend your service in the event of excessive or unusual use.


    What to do


    To access International Roaming


    To enable International Roaming call our Customer Care number 13 30 20 and select the relevant option for assistance.

    This should be done at least 1 week before departure otherwise we may not be able to provision the international roaming service.

    To suspend the International roaming service, call our Customer Care number 13 30 20 for assistance.


    To find out more about International Roaming and International Call Rates


    Call our Customer Care number 13 30 20 or visit our website for further information.


    To obtain a refund of your Roaming Bond


    Tell us the date of your return to Australia and we will return your roaming bond in due course.

    Related Policies
       Security Bonds
       Refunds
       Insurance
       Call Centre Support
       Premium Services
       Mobile Premium Services Credit Restrictions
       Customer Account Details
    Related Links
       Other Fees and Charges brochure
       Roaming Rates A-L

    Mobile Number Porting (Transfers)  Back to Top

    Policy

    Mobile number porting (also known as transfers) refers to the transfer of a mobile number between mobile phone service providers. Mobile number porting includes transfers between the service network and its service providers (previously known as Digital Mobile Number Transfers).

    We reserve the right to request proof that your existing contract has been extinguished prior to initiating a port to us.

    We will not knowingly port any mobile service number in or out without the permission of the account holder.

    We will fully comply with the relevant industry codes with respect to the completion of the porting process.

    Ports may be rejected through the porting process for a variety of reasons and you may request an investigation of a port rejection.

    You can withdraw your request to port your number at any time up until the mobile service number is activated with us.

    We will endeavour to process port requests at the time requested by you, however we are unable to promise a cut over time. Port processing is restricted to Monday to Friday 8am - 8pm (EST) and Saturday 10am - 6pm (EST) outside of national public holidays. This is an industry restriction.

    Our normal credit assessment policies apply to ported in services.


    Costs


    A standard process fee applies for mobile numbers porting out of us.

    We are unable to provide credits for mobile service numbers ported to us where outstanding contracts exist with prior providers.

    In the event that you transfer from us prior to the expiration of the minimum term of your plan you will be liable for any outstanding fees and charges including plan payout and plan cancellation fees.


    What to do


    Porting to us from another service provider


    You may port a mobile number to us from any service provider. Should you wish to do so you should contact us to initiate the porting process. We recommend that you check with your current service provider whether you are still under contract before you request a port.

    You do not need to contact your existing service provider if you wish to port.

    If applying to port a mobile number to us we require specific authorisation to initiate a port (Customer Authorisation). This may be via written application, a recorded call or electronic signature/acceptance.

    If you are porting to us you should be aware that:


  •  
  • Cancellation of existing service contracts/plans may incur administration fees from your current provider;
  •  
  • It is possible to port mobile numbers associated with voice and some data services (for example Paging and WAP);
  •  
  • Enhanced services will need to be reset on connection of your new service, and;
  •  
  • Any transactions stored on your existing network such as Voicemail messages will be lost.

    To Port from us to another service provider


    Whilst you do not need to contact us prior to porting a mobile service from us, we recommend you do so in order to confirm whether there are any outstanding obligations under your agreement, or simply to find out about the range of attractive extension and upgrade offers available for our loyal customers. To find out your Renewal options, call us on 1300 303 515.


    To request an investigation of a Port Rejection


    If you are attempting to port your mobile service number to us and the port is rejected, we will attempt to contact you with the port rejection details.

    If you are porting your mobile service number from us to another service provider or network and the port is rejected, please contact them for details.


    To withdraw a Port Request


    To withdraw your request to port your number, call our Customer Care number 13 30 20 for assistance. If the port request has already been sent and accepted, it may be too late to be withdrawn.


    To request a Port Reversal


    If you believe a port took place without your consent, you may request a port reversal by calling our Customer Care number 13 30 20 for assistance.

    Related Policies
       Mobile Service Call Plans
       Service Disconnection
       Provisioning your Service (Activation, Disconnection, Suspension etc)
    Related Links
       Other Fees and Charges brochure

    Internet Services  Back to Top

    Provisioning your Service (Connection, Disconnection, Suspension etc)
    Access to Broadband ADSL Services
    Quality of Service
    Products incompatible with Broadband (ADSL) Internet
    Enhanced Services
    Dial Up Internet Points of Presence (POP) Numbers
    Relocation of your broadband Service
    Service Disconnection
    Change of Customer
    Technical (Help Desk) Support
    Faults

    Provisioning your Service (Connection, Disconnection, Suspension etc)  Back to Top

    Policy

    We aim to ensure you can receive your service promptly, however we do not promise specific timeframes. In many situations provisioning your service relies on the service network completing tasks on our behalf. Such situations include:


  •  
  • connection and disconnection of a service;
  •  
  • placing and removal of bars/service suspensions;
  •  
  • virus and spam filter changes;
  •  
  • personal web space changes;
  •  
  • billing;
  •  
  • service faults, difficulty and general engineering and technical support.

    Costs


    Unless specified, we do not charge for the provisioning of services.

    Unless obliged under law, we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.


    What to do


    If you experience problems with your service call our Internet Support number 1300 765 600 for assistance.

    Related Policies
       Faults and Service
       Call Centre Support
       Technical (Help Desk) Support

    Access to Broadband ADSL Services  Back to Top

    Policy

    Broadband services are not available in some areas or on some telephone exchanges, however we will endeavour to provide the service, where possible within 10 working days from the application.


    Costs


    Setup fees are payable when the application is approved. If the service is not available to you at that time, any paid fees will be refunded to your nominated account.


    What to do


    Call our Internet Support number 1300 765 600 for assistance.

    Related Policies
       Call Centre Support

    Quality of Service  Back to Top

    Policy

    We aim to provide a high quality, continuous, fault free service, however we do not promise to do so. Equipment, climatic, geographic and network issues may affect quality of service. We will work with the service network and relevant third parties where possible and relay to them the issues and problems raised by our customers.


    Costs


    Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

    Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.


    What to do


    If you experience problems with your Internet service call our Internet Support number 1300 765 600 for assistance.

    Related Policies
       Faults and Service
       Call Centre Support
       Technical (Help Desk) Support

    Products incompatible with Broadband (ADSL) Internet  Back to Top

    Policy

    Some broadband ADSL services may be incompatible with, or may not operate on, the same line that carries your home phone service.

    These include but are not limited to:


  •  
  • Call Diversion Number Only - Number only, no physical line.
  •  
  • Faxstream Duet-Auxiliary number – 2 numbers (primary and auxiliary) on one physical line.
  •  
  • Payphone – All payphone products.
  •  
  • Analogue NT1 – PSTN services provided using ISDN infrastructure with Analogue NT1 (Termination equipment).
  •  
  • ADSL – Existing ADSL service designed for residential, home office and small business users – provided on a compatible physical line.
  •  
  • InContact – Credit Management product.
  •  
  • ISDN – All ISDN products for example ISDN (2), ISDN Xpress, ISDN Home & ISDN Enhanced, D-Channel.
  •  
  • Ported Local Number – Number ported to another Carrier.
  •  
  • Communic8 Prepaid Home – Prepaid packaged product. Formerly known as HomeZip.

    Costs


    You are responsible for all costs associated with any of the above services.


    What to do


    Contact our Sales Team on 13 34 44 to discuss your options if you have any of the above services.


    Enhanced Services  Back to Top

    Policy

    We offer you access to a number of Enhanced Services as part of your Internet service. These services include:


  •  
  • Email;
  •  
  • Webmail;
  •  
  • Spam Filter;
  •  
  • Virus Filter;
  •  
  • Additional Users; and
  •  
  • Personal Web Space.

    Costs


    Costs may apply for subscription and usage.


    What to do


    To find out more visit our website or call our Sales Team on 13 34 44.

    Related Policies
       Premium Services
    Related Links
       Spam Filter
       Personal Web Space
       Virus Filter
       Webmail

    Dial Up Internet Points of Presence (POP) Numbers  Back to Top

    Policy

    We offer a single MegaPop access number that you can use to access your service from anywhere in Australia.We will publish our POP number(s).

    It is your responsibility to know the POP number.


    Costs


    Costs of calling the POP are your responsibility.

    Costs depend on the carrier you choose for your calls but are generally the cost of a local call.


    What to do


    To find your POP number


    Visit our website of call our Internet Support number 1300 765 600 and ask for our POP number(s).


    Relocation of your broadband Service  Back to Top

    Policy

    If you require a relocation of your broadband service you will need to contact us to arrange this for you.

    Broadband ADSL services are not available in all areas. We cannot guarantee you will be able to continue your ADSL service should you relocate to a different location or standard telephone service.


    Costs


    A relocation fee applies.


    What to do


    Please contact our Customer Care team on 13 30 20 to request the relocation of your service.

    Related Policies
       Customer Account Details

    Service Disconnection  Back to Top

    Policy

    You can request disconnection of your service at any time.

    Where your service is on a plan we will cancel that plan and place you on your final billing run.

    Transferring your internet service username to another network or provider is considered a service disconnection.

    Should you fail to comply with what we consider to be an important term or condition of this agreement or should you fail to comply with a number of less important terms and conditions then we can disconnect your service.

    Under normal circumstances we can disconnect you from the service network at any time after we give you 30 days notice of our intention to do so. However we may disconnect your service without notice where:


  •  
  • you do something which we believe may damage the service network;
  •  
  • an authority such as the ACMA or enforcement agency instructs us to do so;
  •  
  • we believe that you have used your service to commit unauthorised, criminal or unlawful activity;
  •  
  • we believe it is necessary to comply with our legal obligations;
  •  
  • we are unable to contact you, and you have not paid a tax invoice for what we consider to be an unreasonable period of time after the due date;
  •  
  • we are entitled to do so under the specific terms and conditions of your plan or package.

    Costs


    Any monthly plan fees and charges, which have been charged in advance, will be recalculated and any adjustment will appear on your next bill.

    If your service is disconnected prior to the expiration of a minimum term of your plan we will invoice you for the remaining plan fees on your plan plus a plan cancellation fee if applicable. We will only charge a plan cancellation fee in circumstances where you have failed to comply with an important term or condition of our agreement.

    We are not liable to you or any person(s) claiming through you for any loss or damage arising from disconnection of your service.

    Any relevant bundled service discounts may be forfeited on your other service(s).


    What to do


    We do have a range of attractive offers available for our loyal customers. To find out your renewal options, call us on 13 34 44.

    Related Policies
       Relocation of your broadband Service
       Plan Cancellation
       Customer Account Details

    Change of Customer  Back to Top

    Policy

    You may transfer your rights and obligations under this agreement to other person(s) approved by us under our assessment policies. See the Plan Transfer policy for more details.


    Costs


    Your service is provided under a plan, which will also need to be transferred. Charges will apply for a plan transfer.


    What to do


    To transfer your plan to another customer call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Plan Transfers
       Customer Account Details
       Compassionate Circumstances

    Technical (Help Desk) Support  Back to Top

    Policy

    Unless otherwise agreed, we will provide you with technical support between the following hours:


  •  
  • Weekdays: 8am and 10pm
  •  
  • Weekends and Public Holidays: 9am to 6pm

    Technical support will be provided subject to our customer support policies.

    All times are EST and include most National Public Holidays excluding Christmas Day when Internet Support is closed.


    Costs


    Unless otherwise agreed, we will provide technical support free of charge.


    What to do


    For technical support call our Internet Support number 1300 765 600.

    Related Policies
       Faults
       Approved Equipment and Software
       Purchasing Equipment and Software
       Faults and Service
       Call Centre Support

    Faults  Back to Top

    Policy

    Faults with your Internet service can be reported during our normal operating hours in accordance with our customer support policies.

    We will take all reasonable steps to ensure that your fault is attended to quickly. However, we do rely on the service network to deliver these services on our behalf.

    The timeframes in which your fault will be attended to depend on when it was reported, your location, any physical, security or access impediments and the nature of the fault.


    Costs


    Charges for faults will be based on the service network’s fees and charges. We may charge you for faults, that in our or the service network’s reasonable opinion, are caused by you.

    Unless obliged under law we will not provide refunds or credits for losses caused through failures, faults or delays in service.

    Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.


    What to do


    To report an Internet fault call our Internet Support number 1300 765 600.

    Related Policies
       Faults and Service
       Call Centre Support
       Approved Equipment and Software
       Purchasing Equipment and Software

    Home phone Services  Back to Top

    Provisioning your Service (Connection, Disconnection, Suspension etc)
    Quality of Service
    Customer Service Guarantee - Residential Customers
    Home Phone Faults
    Appointments
    Service Numbers
    Service Suspension
    Service Disconnection
    Change of Customer
    Enhanced Services
    Directory Listings
    International Dialling and Information Services
    Local Number Portability (Transfers)

    Provisioning your Service (Connection, Disconnection, Suspension etc)  Back to Top

    Policy

    We aim to ensure you can receive your service promptly, and we will take all reasonable steps to comply with our obligations under the customer service guarantee.

    We do however rely on the service network to deliver many of these services on our behalf. Such situations include:


  •  
  • connection and disconnection of a service;
  •  
  • activation and disconnection of any related services such as messaging and data services;
  •  
  • placing and removal of bars/service suspensions;
  •  
  • transfer (or porting) of service numbers;
  •  
  • swapping (or change) of a service numbers;
  •  
  • network services, call and data handling;
  •  
  • billing;
  •  
  • service faults, difficulty and general engineering and technical support.

    Costs


    Unless specified, we do not charge for the provisioning of services.

    Unless we are required by law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service or customer support.


    What to do


    If you experience problems or unexpected delays with the connection of you Home Phone or Business service call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Customer Service Guarantee - Residential Customers
       Local Number Portability (Transfers)

    Quality of Service  Back to Top

    Policy

    We aim to provide a high quality, continuous, fault free service, however we do not promise to do so. Equipment, climatic, geographic and network issues may affect quality of service. We will work with the service network and relevant third parties where possible and relay to them the issues and problems raised by our customers.


    Costs


    Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

    Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.


    What to do


    If you experience problems or service difficulties with your service call our Home Phone Faults number 13 18 20 for assistance.

    Related Policies
       Customer Service Guarantee - Residential Customers

    Customer Service Guarantee - Residential Customers  Back to Top

    Policy

    We have certain obligations under legislation to provide a specific standard of performance in the areas of:


  •  
  • connecting a standard telephone service (for example a home phone);
  •  
  • repairing a fault or service difficulty; and
  •  
  • attending appointments with customers.

    We will take all reasonable steps to ensure that we meet these obligations. We do however rely on the service network to deliver these services on our behalf.

    In certain circumstances you may be entitled to compensation for a failure to deliver to the levels required. These circumstances do not include the following situations where:


  •  
  • you make or agree to alternative arrangements
  •  
  • we offer to supply an interim/alternative phone service; or
  •  
  • there are circumstances beyond our control.

    Costs


    Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

    Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.


    What to do


    To find out more about the customer service guarantee visit the Australian Communications and Media Authority’s website www.acma.gov.au.

    If you believe you are entitled to compensation call our Customer Care number 13 30 20. We will investigate and if applicable credit your account as soon as practicable.

    Related Policies
       Appointments
       Rental Equipment - Faults and Repair

    Home Phone Faults  Back to Top

    Policy

    Faults with your fixed line service can be reported during our standard customer support hours of operation in accordance with our Customer Care Policies.

    We will take all reasonable steps to ensure that your fault is attended to quickly. We do however rely on the service network to deliver these services on our behalf.

    The timeframes in which your fault will be attended to depend on when it was reported, your location, any physical, security or access impediments and the nature of the fault. The performance standards for attendance on faults are outlined in the Australian Communications and Media Authority (ACMA) Customer Service Guarantee.

    Where your fixed line service is faulty you may (if available) divert your service to another number from your service.


    Costs


    Charges for faults and repairs will be based on the service network’s fees and charges. We may charge you for faults, that in our or the service provider’s opinion, are caused by you.

    Unless agreed otherwise, you will be responsible for diversion charges from your service to another number.

    Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

    Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.


    What to do


    To report a home phone or business fixed line fault call our fault number 13 18 20.

    Related Policies
       Customer Service Guarantee - Residential Customers

    Appointments  Back to Top

    Policy

    In certain circumstances we will set appointments with you to provide customer support at your premises (or the site of the service).

    We will take all reasonable steps to ensure the appointment is met, however, we do rely on the service network to deliver these services on our behalf.

    You must provide us with safe access to your premises. If you do not own your premises, you must obtain the owner’s permission for us to access the premises.

    The performance standards for appointments are outlined in the Customer Service Guarantee.


    Costs


    Charges for customer support appointments at your premises will be based on the service network’s fees and charges.

    Charges will apply depending on the nature of work being performed. Charges will apply if you are not in attendance to provide access to the premises or cancel an appointment once it has been arranged with the service network.

    Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

    Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.


    What to do


    To make an appointment


    Call our Customer Care number 13 30 20.


    To change an appointment


    Call our Customer Care number 13 30 20 at least 24 hours prior to the appointed time.

    Related Policies
       Customer Service Guarantee - Residential Customers

    Service Numbers  Back to Top

    Policy

    We will provide you with a choice of up to 10 service numbers at point of sale.

    You may change your service number at any time provided it is swapped to a previously 'unused' number.


    Costs


    If the request for a number change is a result of harassing calls, we will ask the service network to complete the number change at no cost. We may request a police report be provided.

    Where the service network does not provide the number change without cost, an administration fee will be charged.


    What to do


    To select a service number at point of sale


    If a choice of service number is required, please apply at point of sale.


    To change your service number


    Call our Customer Care number 13 30 20 for assistance.


    Service Suspension  Back to Top

    Policy

    You may request a temporary suspension of your service.

    We will suspend your service for a maximum of 3 months after which we reserve the right to disconnect your service.

    Should you fail to comply with what we consider to be an important term or condition of your agreement or should you fail to comply with a number of less important terms and conditions then we can suspend your service. We will generally provide you with notice of your failure and allow you a reasonable time to remedy it.


    Costs


    Whilst your service is suspended we will continue to charge you any applicable fees and charges. We will only do so where the suspension is due to your failure to comply with your obligations under this agreement, or is performed at your request.

    We are not liable to you or any person(s) claiming through you for any loss or damage arising from suspension of your service.

    A monthly maintenance fee will apply to the suspended service after the first month of suspension.

    If your service is disconnected prior to the expiry of the minimum term of your plan you will be liable for the balance of your plan (plan payout) and any applicable fees including a plan cancellation fee.


    What to do


    To activate, correct, cancel or suspend your service call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Provisioning your Service (Connection, Disconnection, Suspension etc)

    Service Disconnection  Back to Top

    Policy

    You can request disconnection of your service at any time.

    Where your service is on a plan we will cancel that plan and place you on your final billing run.

    Transferring your home phone service for local or long distance calls to another network or provider is considered a service disconnection.

    Should you fail to comply with what we consider to be an important term or condition of this agreement or should you fail to comply with a number of less important terms and conditions then we can disconnect your service.

    Under normal circumstances we can disconnect you from the service network at any time after we give you 30 days notice of our intention to do so. However we may disconnect your service without notice where:


  •  
  • you do something which we believe may damage the service network;
  •  
  • an authority such as the ACMA or enforcement agency instructs us to do so;
  •  
  • we believe that you have used your service to commit unauthorised, criminal or unlawful activity;
  •  
  • we believe it is necessary to comply with our legal obligations;
  •  
  • we are unable to contact you, and you have not paid a tax invoice for what we consider to be an unreasonable period of time after the due date;
  •  
  • we are entitled to do so under the specific terms and conditions of your plan or package.

    Costs


    Any monthly plan charges such as line rental or plan fees which have been charged in advance will be recalculated and any adjustment will appear on your next bill.

    If your service is disconnected prior to the expiration of a minimum term of your plan we will invoice you for the remaining plan fees/line rental on your plan plus a plan cancellation fee if applicable. We will only charge a plan cancellation fee in circumstances where you have failed to comply with an important term or condition of our agreement.

    We are not liable to you or any person(s) claiming through you for any loss or damage arising from disconnection of your service.

    Any relevant bundled service discounts may be forfeited on your other service(s).


    What to do


    We do have a range of attractive offers available for our loyal customers. To find out your renewal options, call us on 13 34 44.

    Related Policies
       Local Number Portability (Transfers)
       Plan Cancellation
       Customer Account Details
    Related Links
       Other Fees and Charges brochure

    Change of Customer  Back to Top

    Policy

    You may transfer your rights and obligations under this agreement to other person(s) approved by us under our assessment policies. See the Plan Transfer policy for more details.


    Costs


    Your service is provided under a plan, which will also need to be transferred. Charges will apply for a plan transfer.

    Any relevant bundled service discounts may be forfeited on your other service(s).


    What to do


    To transfer your plan to another customer call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Plan Transfers

    Enhanced Services  Back to Top

    Policy

    We offer a number of extra services that enhance the home phone service for example:


  •  
  • Soul Home Messages
  •  
  • Soul Virtual Messages
  •  
  • Calling Number Display
  •  
  • Multiple Number
  •  
  • Soul Phone Fax
  •  
  • Call Forward - Selected Callers
  •  
  • Call Forward - Set the Time
  •  
  • Call Control
  •  
  • Abbreviated Dialling
  •  
  • Delayed Hotline
  •  
  • Smart Ring.

    We do not offer all of the Enhanced Services offered by the service network. The Enhanced Services we provide will be listed on our website.are available through calling our Customer Care number 13 30 20.


    Costs


    Costs may apply for subscription and use.


    What to do


    To find out more about our Enhanced Services visit our website or call our Customer Care number 13 30 20 and select home phone services.

    Related Policies
       Provisioning your Service (Connection, Disconnection, Suspension etc)
       Premium Services
    Related Links
       Other Fees & Charges brochure

    Directory Listings  Back to Top

    Policy

    We will provide a standard directory listing for your service number. Only basic modifications will be accepted for the standard directory listing.

    No listings are available for Multi-Number or Soul Phone Fax services.

    We do not provide Yellow Pages or commercial directory listings. Your number can be listed as a silent listing and not be included in the main directory.

    We will not be liable for any silent listings that are listed due to either our error or an error by the service network.


    Costs


    Standard residential directory listings are free of charge. A charge will apply for silent listings.


    What to do


    To change your standard listing please call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Customer Account Details

    International Dialling and Information Services  Back to Top

    Policy

    International dialling is a Premium Service and is available to you when your home phone service is connected.


    Costs


    There is no cost to activate international dialling services.

    International dialling call rate information provided by us is to be used as a guide only and may change without notice.

    You are responsible for all costs incurred calling Premium Services from your service. Use of your service is your responsibility. You should not rely on us to contact you or to suspend your service in the event of excessive of unusual use.


    What to do


    To suspend access to International Dialling services


    To restrict or suspend access to International Dialling and Information Services, call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Premium Services

    Local Number Portability (Transfers)  Back to Top

    Policy

    Local Number Porting refers to the transfer of a standard telephone service number (for example, a home phone service) between service providers. Local Number Porting includes transfers between Telstra and its service providers and between Telstra and other carriers.

    We reserve the right to request proof that your existing contract has been extinguished prior to initiating a port to us.

    We will not knowingly port any service number in or out without the permission of the account holder.

    We will fully comply with the relevant industry codes with respect to the completion of the porting process.

    Ports may be rejected through the porting process for a variety of reasons and you may request an investigation of a port rejection.

    We will endeavour to process port requests at the time requested by you, however we are unable to promise a cut over time.

    If you are porting you should be aware that:


  •  
  • Cancellation of existing service services/plans may incur administration fees from your current provider;
  •  
  • Your new provider may not be able to offer all of the enhanced services of your current provider; and
  •  
  • Any transactions stored on the existing service network, such as Soul Home Messages or Soul Virtual Messages, will be lost.

    Costs


    We are unable to provide credits for service numbers ported to us where outstanding contracts exist with prior providers.

    If your current supplier charges or credits us with any amount concerning services provided before the date of transfer, we will credit or charge that amount to your account accordingly as soon as practicable.

    In the event that you transfer from us prior to the expiration of the minimum term of your plan you will be liable for any outstanding fees and charges including plan payout and plan cancellation fees.


    What to do


    Porting to us from another carrier of service provider


    You do not need to contact your existing service provider if you wish to port. Contact us to initiate the transfer process.

    We require specific authorisation to initiate a port (customer authorisation). This may be via written application, recorded call or electronic signature/acceptance.


    Porting from us to another carrier of service provider


    You do not need to contact us however we do have a range of attractive offers available for our loyal customers. To find out your renewal options, call us on 13 30 20.


    To request an Investigation of a Port Rejection


    If you are attempting to port your mobile service number to us and the port is rejected, we will attempt to contact you with the port rejection details.

    If you are porting your service number from us to another service provider or network and the port is rejected, please contact them for details.


    To withdraw a Port Request


    To withdraw your request to port your number, call our Customer Care number 13 30 20 for assistance. If the port request has already been sent and accepted, it may be too late to be withdrawn.


    To request a Port Reversal


    If you believe a port took place without your consent, you may request a port reversal by calling our Customer Care number 13 30 20 for assistance.

    Related Policies
       Provisioning your Service (Connection, Disconnection, Suspension etc)

    Premium Services  Back to Top

    Premium Services  Back to Top

    Policy

    Premium Services are phone calls to content services, information services, International dialling and numbers with an international prefix, 190X and 0055 numbers and include picture and ringtone download services, psychic lines, weather services, voting lines for TV shows and competition lines. Premium Services may also be accessed via a carriage service provider over-ride code.


    Costs


    Costs of using Premium Services vary depending on the particular service and may include subscription fees, call connection or set up fees charged by the carriage service provider. Costs for these services depend on the product or service and should be provided at point of sale by the provider.

    You are responsible for all costs incurred calling Premium Services from your service. Use of your service is your responsibility. You should not rely on us to contact you or to suspend your service in the event of excessive or unusual use.


    What to do


    Using Premium Services


    Always check the cost of a Premium Service before making a call to, or accessing a service. If the service is timed, note how long you stay on the call. If the service is charged at a flat rate, note the number of times you call, or if charged per download, the number of downloads you request.


    Restricting access to Premium Services


    If you don’t want access to Premium Services, including the ability to dial overseas, please call us and request the Premium Service restriction is added to your service or services. If you restrict access to Premium Services, some other Enhanced Services we offer may not be available to you.

    If you have a mobile service, you can restrict access to premium services by using the Fixed Dialling feature on your mobile phone limiting the numbers that can be called. Please refer to your mobile phone user manual for specific details on using this feature.

    Related Policies
       International Dialling and Information Services
       International Dialling and Information Services
       International Roaming
       Content Services
       Third Party Content

    Content Services  Back to Top

    Policy

    You may have access to a range of content services via your compatible mobile phone or internet service.

    Whilst we aim to ensure transactions are fault free, we do not promise to do so. We will work with the service network where possible to resolve any issues that may arise.

    We may impose a limit on the value content purchased through your service. If we do, we will provide you with reasonable notice of any change to the limit.

    We accept no liability for any loss or damage as a result of a delay in receiving content or content not being secure or of suitable quality. Content services may be suspended, changed or terminated without notice.

    Content purchased through your service may only be used by you for personal or non-commercial purposes and not otherwise copied, published, republished, redistributed, re-communicated or commercially exploited in any form or by any method whatsoever.

    You should not rely on any content service information without independent advice. We will not be liable (to the extent permitted by law) for any loss, or damage suffered or incurred, directly or indirectly, as a result of reliance upon any information received.

    Where we have an agreement with third party content suppliers, we will bill you for third party content purchased from them. We may receive fees and/or commissions from them for doing so. You should conduct your own enquiries on the third party content supplier conditions of supply and charges before accessing third party content. We will not necessarily pass on all promotions offered by third party content suppliers.

    Where a third party content supplier’s terms differ from ours, our terms prevail.

    Material obtained through your service may be considered offensive and may not be suitable for minors and others. We will not be liable for third party content customers may find offensive or explicit.

    You may be provided with storage space on the third party content providers’ websites. We are not responsible in any way for this space.

    Your access to content is subject to you having access to services that support the delivery of content.


    Costs


    Costs for content depend on the product or service and will be provided at point of sale.

    Use of your service is your responsibility. You should not rely on us to contact you or to suspend your service in the event of excessive of unusual use.

    We are unable to provide refunds or credits for losses caused through failures, faults or delays in content services.


    What to do


    Optus Zoo Mobile Content Services


    We may apply a limit on the value of third party content purchased through your mobile service in any calendar month (as opposed to your billing period).

    We may change this limit from time to time in accordance with these policies. If we do, we will provide you with reasonable notice of any change to the limit.

    Should you reach this limit we will attempt to send you an SMS text message to advise you, however we do not promise to do so. Any further purchases may only be made in the next calendar month.


    To find out more about Content Services


    Visit our website or call our Customer Care number on 13 30 20 for assistance.

    Related Policies
       Premium Services
       Third Party Content

    Third Party Content  Back to Top

    Policy

    You may have access to a range of third party products and services (content) via your compatible mobile phone or internet service.

    Unless stated otherwise by us, content purchased or viewed via your service is not provided or endorsed by us. It is purchased or viewed at your own risk.

    We may have an agreement with some third party suppliers to provide content services to you. Whilst we aim to ensure transactions with these third party providers are fault free, we do not promise to do so. We will work with the service network and relevant third parties where possible and relay to them the issues and problems raised by our customers.

    Where we have an agreement with third party content suppliers, we will bill you for third party content purchased from them. We may receive fees and/or commissions from them for doing so. You should conduct your own enquiries on the third party content supplier conditions of supply and charges before accessing third party content. We will not necessarily pass on all promotions offered by third party content suppliers.

    Where a third party content supplier’s terms differ from ours, our terms prevail.

    We may impose a limit on the value of third party content purchased through your service. If we do, we will provide you with reasonable notice of any change to the limit.

    We accept no liability for any loss or damage as a result of a delay in receiving third party content or third party content not being secure or not being of suitable quality. Third party content may be suspended, changed or terminated without notice.

    Third party content purchased through your service may only be used by you for personal or non-commercial purposes and not otherwise copied, published, republished, redistributed, re-communicated or commercially exploited in any form or by any method whatsoever.

    You should not rely on any third party content without independent advice. We will not be liable (to the extent permitted by law) for any loss, or damage suffered or incurred, directly or indirectly, as a result of reliance upon any information received.

    Material obtained through your service may be considered offensive and may not be suitable for minors and others. We will not be liable for third party content customers may find offensive or explicit.

    You may be provided with storage space on the third party content providers’ websites. We are not responsible in any way for this space.

    Your access to content is subject to you having access to services that support the delivery of content.


    Costs


    Costs for third party products depend on the product or service and should be provided at point of sale by the content provider.

    Use of your service is your responsibility. You should not rely on us to contact you or to suspend your service in the event of excessive of unusual use.

    Any costs we incur in performing investigations into third party services will be passed on to you along with any applicable administrative charges.

    We are unable to provide refunds or credits for losses caused through failures, faults or delays in service unless the relevant third party credits us for the fault, delay or failure.

    We may apply a limit on the value of third party content purchased through your mobile service in any calendar month (as opposed to your billing period).

    We may change this limit from time to time in accordance with these policies. If we do, we will provide you with reasonable notice of any change to the limit.

    Should you reach this limit we will attempt to contact you, however we do not promise to do so. Any further purchases may only be made in the next calendar month.


    What to do


    To find out more about Third Party Content


    Visit our website or call our Customer Care number on 13 30 20 for assistance.


    To request investigation of errors or failures


    Call our Customer Care number on 13 30 20 for assistance.

    Related Policies
       Quality of Service
       Quality of Service
       Fees and Charges
       Premium Services
       Content Services
    Related Links
       Premium Services Information

    Equipment and Software  Back to Top

    Mobile Equipment
    Internet Equipment and Software
    Home phone Equipment

    Mobile Equipment  Back to Top

    Approved Mobile Phones and Accessories
    Purchasing Mobile Phones and Accessories
    SIM Cards
    Mobile Phone Service and Repair
    Manufacturer Warranties
    Proof of Purchase
    Lost or Stolen Mobile Phones
    Insurance

    Approved Mobile Phones and Accessories  Back to Top

    Policy

    You are responsible for ensuring your equipment and software are compatible with the mobile network and with each other. For example:


  •  
  • Your mobile phone must be compatible with the service network’s GSM digital mobile network;
  •  
  • Certain mobile services (for example, GPRS and WAP) require mobile phones with compatible technology;
  •  
  • Certain accessories (for example, Bluetooth Headsets) require mobile phones with compatible technology; and
  •  
  • Certain content services require software on your phone, for example, picture and video viewers.

    You must only connect equipment that complies with relevant technical standards and other relevant requirements. For these standards see the Australian Communication and Media Authority’s website at: http://www.acma.gov.au.


    Costs


    You are responsible for all costs associated with obtaining, using and maintaining the required equipment and software.


    What to do


    If you would like to buy a new phone call our Sales number 13 34 44 for assistance.

    To find out about our services and compatible technologies visit our website or call our Customer Care number 13 30 20 and select mobile services.

    Related Policies
       Purchasing Mobile Phones and Accessories

    Purchasing Mobile Phones and Accessories  Back to Top

    Policy

    We offer for sale a range of mobile phones and accessories and can provide advice to you on their suitability for your circumstances.

    Our mobile phones and accessories are sold under the conditions outlined within our Customer Orders policies.

    We only supply equipment that complies with relevant technical standards and other relevant requirements. For these standards see the Australian Communication and Media Authority’s website at: http://www.acma.gov.au.


    Costs


    The costs of purchasing a mobile phone and accessories will be made available at the time of purchase.


    What to do


    To purchase a new mobile phone


    Visit our website or call our Sales number 13 34 44.

    Related Policies
       Approved Mobile Phones and Accessories
       Customer Orders
       Delivery Addresses

    SIM Cards  Back to Top

    Policy

    We will provide you with a SIM card, which enables the mobile network to communicate with your mobile phone.

    The SIM card belongs to the mobile network. You must keep the SIM card safe and in good condition; notify us immediately if it is lost or damaged, and return it to us if requested to do so.


    Costs


    We do not charge for SIM cards for new customers.

    A SIM Replacement Fee is applicable for customers who have lost or damaged their SIM card.


    What to do


    To replace a lost, damaged or Blocked SIM card.


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Insurance
       Lost or Stolen Mobile Phones
       Our Automated Telephone Services

    Mobile Phone Service and Repair  Back to Top

    If there is a problem with your mobile phone please contact the manufacturer directly using the contact details listed below. Please note that SOUL does not repair mobile phones.

    I am having problems with my mobile phone. Who can I call for help?

    If there is a problem with your mobile phone please contact the manufacturer directly using the contact details listed below. Please note that SOUL does not repair mobile phones.

    Below are contact details and also the links for the respective User Guides.

    Manufacturer Contact Manufacturer User Guide Link
    Alcatel Contact Alcatel Alcatel User Guide
    LG 1800 643 156 LG User Guide
    Mitsubishi 1800148837 Mitsubishi User Guide
    Motorola 1300 138 823 Motorola User Guide
    NEC 131 632 NEC User Guide
    Nokia 1300 366 733 Nokia User Guide
    O2 Contact O2 O2 User Guide
    Panasonic 132600 Panasonic User Guide
    Philips 1300 363 391 Philips User Guide
    Sagem Contact Sagem  
    Samsung (612)9763 9700 Samsung User Guide
    Sharp 1300 13 50 22 Sharp User Guide
    Siemens 1300 665 366 Siemens User Guide
    Sony Ericsson 1-300 650 050 Sony Ericsson User Guide
    Trium 1800148837 Trium User Guide

    Related Policies
       Insurance
       Manufacturer Warranties
       Proof of Purchase

    Manufacturer Warranties  Back to Top

    Policy

    A manufacturer’s warranty is available on all equipment sold or supplied by us. If your equipment is faulty you may be able to make a claim under this warranty. Details of the warranty are included with your equipment.

    Manufacturers provide two types of warranty ‘Early Life Failure’ (ELF) and ‘Standard’.

    ELF warranties cover mobile phones in the first few weeks of use and provide for a replacement (new) phone.

    A standard warranty covers a mobile phone for a period of 12 months to ensure that the product is free of defects in materials, design and workmanship.

    Typically batteries are covered by a standard 6 month warranty and accessories a standard 12 months.

    IMPORTANT: Warranties do not cover physical, liquid or sun damage, or unlocking and programming. Additionally, they do not cover loss or theft.


    Costs


    You are responsible for any costs associated with the delivery of your mobile phone to a service centre.

    If a service centre rejects a claim for warranty repair you will be liable for the repair or quotation costs.


    What to do


    To claim under an ELF warranty


    Check the warranty documentation that came with your mobile phone to see if it is within the ELF warranty period. If you believe you are eligible to make a claim, follow the instructions in your warranty documentation or contact the place of purchase immediately.


    To claim under a standard warranty


    If the fault has occurred outside the ELF period, check the warranty documentation for information on the manufacturer’s standard warranty, you will need to contact one of the manufacturer’s authorised service centres.

    Remember to take a copy of your proof of purchase/receipt of purchase to the service centre and remove your SIM Card and/or accessories.


    To claim for accessories


    If your accessory is found to be faulty during the warranty period call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Insurance
       Mobile Phone Service and Repair
       Proof of Purchase

    Proof of Purchase  Back to Top

    Policy

    All mobile phones and accessories supplied by us directly come with a proof of purchase document. This is an important document that may be required for servicing and therefore we recommend that you store it in a safe place.

    Mobile phones supplied by authorised dealers are listed on the mobile service agreement. This important document signed by you and the dealer acts as a proof of purchase and may be required from time to time and therefore we recommend that you store it in a safe place.


    Costs


    If a replacement proof of purchase is required, a document request/reprint fee will apply.


    What to do


    To replace a proof of purchase document


    Call our Customer Care number 13 30 20 for assistance.


    To replace a mobile service Agreement document


    Contact the authorised dealer who supplied your mobile phone.

    Related Policies
       Insurance
       Manufacturer Warranties
       Mobile Phone Service and Repairs
    Related Links
       Other Fees and Charges brochure

    Lost or Stolen Mobile Phones  Back to Top

    Policy

    We will maintain a 24 hour contact number so that you can temporarily suspend your mobile service in the event that your phone is lost or stolen.

    You may request we attempt to block your mobile phone (IMEI blocking) if it is lost or stolen.

    We will attempt to block your lost/stolen mobile phone immediately upon notification. Blocking may take up to 36 hours to provision on the network. Many of the tasks required are outside our control and therefore we take no responsibility and cannot promise that blocking or unblocking will occur.


    Costs


    You are responsible for all calls and services used by your mobile service if someone else uses your mobile phone.

    We are unable to provide refunds or credits for delays in barring or blocking mobile services.

    There is no charge for our mobile phone (IMEI) blocking service.


    What to do


    To report your mobile phone lost or stolen call our Customer Care number 13 30 20 as soon as possible.

    Related Policies
       Insurance
       Lost or Stolen Mobile Phones
       Service Disconnection
       Service Suspension
       Non-tolling Services
       Provisioning your Service (Activation, Disconnection, Suspension etc)

    Insurance  Back to Top

    Policy

    We offer an insurance service for new mobile phones purchased from us.

    We do not offer insurance on SIM only connections where you bring your own mobile phone or for mobile phones purchased more than 90 days before.

    Only you and authorised users are able to make an insurance claim.

    Approved claims can only be processed where no arrears are outstanding on your account.

    You may cancel your insurance policy at any time during your agreement by providing notice to us. Once you cancel your insurance policy you are insured to the end of your current billing period and will not be refunded for the time between notification and the end of the billing period.

    We and the insurer reserve the right to refuse or cancel an insurance policy at any time without notice.

    Full terms and conditions of the insurance policy will be included on your first bill following Insurance take up, are available on our website, or by contacting us.


    Costs


    A monthly premium is charged in advance to your account and is itemised on your monthly bill.

    There is a claim excess fee payable for approved claims.


    What to do


    To add or cancel insurance cover on your mobile phone call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Lost or Stolen Mobile Phones
       Manufacturer Warranties
       Mobile Phone Service and Repair
       Proof of Purchase
    Related Links
       Other Fees and Charges brochure

    Internet Equipment and Software  Back to Top

    Approved Equipment and Software
    Purchasing Equipment and Software
    Manufacturer Warranties
    Proof of Purchase
    ADSL Self Installation
    Faults and Service

    Approved Equipment and Software  Back to Top

    Policy

    Your service has been designed to operate in certain environments. These are detailed in the Internet Terms and Conditions.

    You must only connect equipment that complies with relevant technical standards and other relevant requirements. For these standards see the Australian Communication and Media Authority’s website at: http://www.acma.gov.au.

    We do not provide technical support for routers and wireless devices.


    Costs


    You are responsible for all costs associated with obtaining, using and maintaining the required equipment and software.


    What to do


    For service assistance, visit our website or call our Internet Support number 1300 765 600.

    Related Policies
       Purchasing Equipment and Software

    Purchasing Equipment and Software  Back to Top

    Policy

    As part of our standard customer support we will try to assist you to configure and install your internet equipment and software.


    For Broadband ADSL Service(s)


    We will provide you an optional modem, filter(s) and splitter(s) for broadband (ADSL) services. We may make recommendations on, or provide access to, certain useful software from our website.


    For Dial-up Service(s)


    We do not offer for sale equipment or software to support your dial-up Internet service. We may make recommendations on, or provide access to, certain useful software in our registration CD and from our website.


    Costs


    You are responsible for all costs associated with obtaining, using and maintaining the required equipment and software.


    What to do


    Call our Internet Support number 1300 765 600.

    Related Policies
       Approved Equipment and Software
       Technical (Help Desk) Support
       Faults and Service

    Manufacturer Warranties  Back to Top

    Policy

    A manufacturer’s warranty is available on all equipment sold or supplied (except rentals) by us. If your equipment is faulty you may be able to make a claim under this warranty. Details of the warranty are included with your equipment.

    Manufacturers provide 2 types of warranty ‘Early Life Failure’ (ELF) and ‘Standard’.

    ELF warranties cover equipment in the first few weeks of use and provide for a replacement.

    A standard warranty covers equipment for a period of 12 months to ensure that the product is free of defects in materials, design and workmanship.

    IMPORTANT: Warranties do not cover physical, liquid or sun damage, or unlocking and programming. Additionally, they do not cover loss or theft.


    Costs


    You are responsible for any costs associated with the delivery of your equipment to a service centre.

    If a service centre rejects a claim for warranty repair you will be liable for the repair or quotation costs.


    What to do


    To claim under an ELF warranty


    Check the warranty documentation that came with your equipment to see if it is within the ELF warranty period. If you believe you are eligible to make a claim, follow the instructions in your warranty documentation or contact the place of purchase immediately.


    To claim under a standard warranty


    If the fault has occurred outside the ELF period, check the warranty documentation for information on the manufacturer’s standard warranty, you will need to contact one of the manufacturer’s authorised service centres.

    Remember to take a copy of your proof of purchase/receipt of purchase to the service centre and remove any accessories or attachments.

    Related Policies
       Proof of Purchase

    Proof of Purchase  Back to Top

    Policy

    All internet equipment supplied directly by us will include a proof of purchase document. This is an important document that may be required for servicing and therefore you should store it in a safe place.


    Costs


    If a replacement proof of purchase is required, a document request/reprint fee will apply.


    What to do


    To replace a proof of purchase document


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Manufacturer Warranties

    ADSL Self Installation  Back to Top

    Policy

    We may provide you with ADSL equipment for self-installation. You will need to arrange installation of the equipment at your premises. We will not be responsible for maintaining or providing technical support in relation to that equipment; please refer to the relevant manufacturer of your equipment for support.

    We will make every effort to deliver the Self Installation Kit to your premises by the date specified. We will not be liable for any loss you suffer if we fail to do so.


    Costs


    Additional home phone equipment or wiring installed by a technician will be at your own cost.

    Related Policies
       Approved Equipment and Software
       Technical (Help Desk) Support

    Faults and Service  Back to Top

    Policy

    Manufacturers are responsible for providing goods in working order. If your equipment or software is faulty you may be able to make a claim under the manufacturer’s warranty or obtain technical support from them directly.

    As part of our standard customer support we will try to assist you if you experience a failure in your internet equipment or software. This support will be limited to recommendations on troubleshooting.


    Costs


    You are responsible for all costs associated with obtaining, using and maintaining the required equipment and software.


    What to do


    Check the documentation that came with your equipment or software for information on troubleshooting and local service centres.

    Related Policies
       Approved Equipment and Software
       Technical (Help Desk) Support

    Home phone Equipment  Back to Top

    Approved Equipment
    Supply of Rental Telephones
    Rental Equipment - Faults and Repair
    Rental Telephones - Cancellation and Returns
    Manufacturer Warranties
    Proof of Purchase
    Your Premises

    Approved Equipment  Back to Top

    Policy

    You must only connect equipment that complies with relevant technical standards and other relevant requirements. For these standards see the Australian Communication and Media Authority’s website at: http://www.acma.gov.au.


    Costs


    You are responsible for all costs associated with obtaining, using and maintaining the required equipment.

    Where your equipment causes a fault in your service call out fees may be charged for rectifying the fault.


    What to do


    Visit the Australian Communication and Media Authority’s website at: http://www.acma.gov.au for information on approved equipment.

    Related Policies
       Supply of Rental Telephones
       Your Premises

    Supply of Rental Telephones  Back to Top

    Policy

    We do not rent home phone equipment. However, if you transfer your home phone number to us with an existing rental telephone, we will continue the rental agreement on behalf of the provider from whom you rented the telephone. We will add the rental charge to your bills on behalf of the network provider and forward the full amount to the provider of the telephone.

    You are responsible for the use, maintenance and safety of all rental equipment. You must carry out any maintenance or repairs that we, or the service network, reasonably ask you to do.


    You must ensure that any equipment, facilities and connections supplied to you and used in providing the home phone services are not altered, maintained, repaired, connected to or disconnected from any power source or line except by a person approved by us or our agents.

    Where your equipment causes a fault in your home phone service, call-out fees may be charged for rectifying the fault.

    You indemnify us against (and must pay us for) any injury, loss or damage a third party suffers because of your negligent use of our rental equipment.


    Costs


    A monthly rental charge will apply for all rental telephones.


    What to do


    To cancel or request a replacement for faulty rental equipment call our Customer Care number 13 30 20.

    Related Policies
       Approved Equipment
       Rental Equipment - Faults and Repair
       Rental Telephones - Cancellation and Returns
       Your Premises

    Rental Equipment - Faults and Repair  Back to Top

    Policy

    If your rental equipment is faulty (including faulty parts), you should call us and we will arrange for the provider of the equipment to repair or replace the equipment.



    Costs


    Any costs applicable for repair or replacement of your rental equipment will be at the discretion of the provider of the rental equipment.


    What to do


    To request a replacement or cancel a request for faulty rental equipment call our Home Phone Faults number 13 18 20.

    Related Policies
       Approved Equipment
       Supply of Rental Telephones
       Your Premises

    Rental Telephones - Cancellation and Returns  Back to Top

    Policy

    You can cancel your rental of any rental equipment at any time. We will arrange the return with the equipment provider.

    You must return rental equipment to one of our collection points.

    We will cancel your rental charges once you have delivered the equipment to one of our collection points.


    Costs


    We do not charge for returned rental equipment unless the equipment is found to be damaged, defaced or faulty due to your actions.

    If you refuse to return any rental equipment, or cannot (for example, because it has been lost or stolen), we will charge you for the unreturned item.


    What to do


    To cancel or return rental equipment call our Customer Care number 13 30 20.

    Related Policies
       Supply of Rental Telephones

    Manufacturer Warranties  Back to Top

    Policy

    A manufacturer’s warranty is available on all equipment sold or supplied (except rentals) by us. If your equipment is faulty you may be able to make a claim under this warranty. Details of the warranty are included with your equipment.

    Manufacturers provide two types of warranty ‘Early Life Failure’ (ELF) and ‘Standard’.

    ELF warranties cover equipment in the first few weeks of use and provide for a replacement.

    A standard warranty covers equipment for a period of 12 months to ensure that the product is free of defects in materials, design and workmanship.

    Typically batteries are covered by a standard 6 month warranty and accessories a standard 12 months.

    IMPORTANT: Warranties do not cover physical, liquid or sun damage, or unlocking and programming. Additionally, they do not cover loss or theft.


    Costs


    You are responsible for any costs associated with the delivery of your equipment to a service centre.

    If a service centre rejects a claim for warranty repair you will be liable for the repair or quotation costs.


    What to do


    To claim under an ELF warranty


    Check the warranty documentation that came with your equipment to see if it is within the ELF warranty period. If you believe you are eligible to make a claim, follow the instructions in your warranty documentation or contact the place of purchase immediately.


    To claim under a standard warranty


    If the fault has occurred outside the ELF period, check the warranty documentation for information on the manufacturer’s standard warranty, you will need to contact one of the manufacturer’s authorised service centres.

    Remember to take a copy of your proof of purchase/receipt of purchase to the service centre and remove any accessories or attachments.

    Related Policies
       Proof of Purchase

    Proof of Purchase  Back to Top

    Policy

    All equipment supplied (except rentals) by us directly come with a proof of purchase document. This is an important document that may be required for servicing and therefore we recommend that you store it in a safe place.


    Costs


    If a replacement proof of purchase is required, a document request/reprint fee will apply.


    What to do


    To replace a proof of purchase document


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Manufacturer Warranties
    Related Links
       Other Fees and Charges brochure

    Your Premises  Back to Top

    Policy

    You must ensure that any equipment supplied to you, facilities and connections used in providing the services, are not altered, maintained, repaired or connected to or disconnected from any power source or line except by a person approved by us or our agents.

    Where we ask you to, you have to maintain and repair any equipment (that impacts on a service) that does not belong to us and is at your premises and do any maintenance or repairs that we, or the service network, ask you to.

    You have to arrange and pay for any electricity supply needed for a service at your premises.

    You must provide us with safe access to your premises. If you do not own your premises, you must obtain the owner’s permission for us to access the premises.

    If you do not disconnect your service when you leave your premises, you will be responsible for any use of the service by later occupants or others. We recommend you consider taking measures to protect yourself from unauthorised use of your service. If we have recovered any monies from another person for such use we will refund this to you.


    Costs


    You are responsible for the costs of maintaining your equipment, whether rented from us or not, and your premises.

    Related Policies
       Supply of Rental Telephones

    Customer Accounts and Credit  Back to Top

    Credit Assessments
    Customer Account Details
    Account Establishment - Advance payments
    Mobile Premium Service Credit Restrictions
    Home phone Premium Service Credit Restrictions
    Mobile Third Party Content Restrictions
    Unusual or Excessive Activity
    Collections
    Recovery Action
    Credit Bureaus and Credit Files
    Security Bonds
    Advance Payments
    Refunds
    Payment Arrangements

    Credit Assessments  Back to Top

    Policy

    Applications for services for new and existing customers are assessed according to our credit assessment policy. As part of this assessment we may conduct a credit check through a credit reporting agency.

    Should an application be unsuccessful wholly or in part based on information provided by a credit bureau we will confirm this in writing.

    Applicants must:


  •  
  • be 18 years of age or older;
  •  
  • be otherwise capable of entering into a legal contract for example they may not be under the influence of any intoxicating substance or be mentally incapable of contracting; and
  •  
  • not be insolvent, bankrupt or subject to any proceedings to make them insolvent or bankrupt.

    Where applicants are in a partnership, it must not have been dissolved. If applicants are a company then neither the company nor any of its assets may have been assumed under the terms of a debt security instrument or under court order or otherwise.

    Customers are responsible for providing us with truthful information.

    Related Policies
       Identification
       Security Bonds

    Customer Account Details  Back to Top

    Policy

    It is your responsibility to ensure your billing address, contact and direct debit details are correct and up to date. This includes credit card expiry dates.

    You must notify us of any cancellation or change affecting our authority to debit funds from your direct debit facility not less than 14 days prior to such change or cancellation.

    Where the direct debit facility is for any reason withdrawn or cancelled, you agree to pay us by an alternative direct debit facility.


    Costs


    Where payments are not received as a result of a change or cancellation to direct debit details, you will be liable for fees and charges and late fees may be payable.


    What to do


    To update your customer details visit our website or call our Customer Care number on 13 30 20 for assistance.

    Related Policies
       Mail
       Our Automated Telephone Services
       Fees and Charges
       Recovery Action

    Account Establishment - Advance payments  Back to Top

    Policy

    We require an advance payment to be made on new customer accounts on application for a new service. The advance payment will be determined in accordance with the chosen package with a minimum of $1. This payment will be credited towards your next and subsequent invoices until the advance payment has been used in full.

    We may waive the requirement for an advance payment. Where we do so we may still require an advance payment be made to remove restrictions on use of your service(s).

    We do not require an advance payment from existing customers with a valid direct debit facility when applying for a new service.

    Should you not proceed with connecting your service we will refund any monies paid in advance on request.


    What to do


    To request a refund of an advance payment call our Customer Care Number 13 30 20 for assistance.

    Related Policies
       Advance Payments
       Customer Account Details

    Mobile Premium Service Credit Restrictions  Back to Top

    Policy

    We apply a restriction on access to premium services until the first successful payment has been made from your nominated direct debit facility.

    This restriction may be lifted by making a $100 advance payment, which may be applied against your fees and charges.


    Costs


    Advance payments will be applied against your call charges.


    What to do


    To un-restrict premium services in advance of your first bill call our Customer Care number 13 30 20 for assistance.

    Related Policies
       International Dialling and Information Services
       Advance Payments
       Premium Services
       Refunds

    Home phone Premium Service Credit Restrictions  Back to Top

    Policy

    We apply a restriction on access to premium services until the first successful payment has been made from your nominated direct debit facility.

    This restriction may be lifted by making a $100 advance payment, which may be applied against your fees and charges.


    Costs


    Advance payments will be applied against your call charges.


    What to do


    To un-restrict premium services call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Advance Payments
       Refunds
       Premium Services

    Mobile Third Party Content Restrictions  Back to Top

    Policy

    We may apply a limit on the value of third party content purchased through your service in any calendar month (as opposed to your billing period).

    We may change this limit from time to time in accordance with these policies. If we do, we will provide you with reasonable notice of any change to the limit.

    Should you reach this limit we will try to send you an SMS text message to advise you, however we do not promise to do so. Any further purchases may only be made in the next calendar month.


    Costs


    Use of your service is your responsibility. You should not rely on us to contact you or to suspend your service in the event of excessive of unusual use.


    What to do


    If you receive an SMS text message advising that you have reached your content limit wait until the next calendar month to make further purchases.

    Related Policies
       Contact Numbers and Methods
       Premium Services
       Third Party Content

    Unusual or Excessive Activity   Back to Top

    Policy

    We aim to monitor activity on your service, however we do not promise to do so.

    If we identify excessive use or unusual call patterns we may, temporarily, suspend your service. If we do so we will endeavour to contact you via an appropriate contact method. For mobile services, this will be via an SMS to your primary mobile number.

    We may require an advance payment before your service is restored.

    Use of your service is your responsibility. You should not rely on us to contact you or to suspend your service in the event of excessive or unusual use.


    What to do


    If your service has been suspended due to unusual activity call our Credit number 1300 300 343 for assistance.

    Related Policies
       Billing Runs and Payment Cycles
       Collections
       Service Suspension
       Provisioning your Service (Activation, Disconnection, Suspension etc)

    Collections  Back to Top

    Policy

    Each month we will charge your nominated direct debit facility for the amount you owe, including your access fee and all applicable fees and charges.

    If your direct debit facility is not able to honour payment on due dates, we may suspend your service until payment is received.


    Costs


    Where you do not pay your invoices on time a processing fee or an overdue service suspension fee may be payable.


    What to do


    It is your responsibility to make sure that your direct debit facility details are up to date and that any changes are notified to us in advance of the change being made (including credit card expiry dates).

    Related Policies
       Bill and Payment Queries
       Billing Runs and Payment Cycles
       Recovery Action
       Payment Arrangements
       Customer Account Details

    Recovery Action  Back to Top

    Policy

    If we are unable to collect overdue amounts from you we reserve the right to recover arrears from you. We may do so through a mercantile agent or through legal means.

    Where this constitutes a serious credit infringement as defined in the Privacy Act, we may list the default with a credit bureau.


    Costs


    Where recovery action is taken we reserve the right to charge you costs of recovery. These include all costs arising out of the default including, but not limited to late payment fees, plan cancellation fees and mercantile agent fees.

    Related Policies
       Billing Runs and Payment Cycles
       Collections
       Credit Bureaus and Credit Files
       Payment Arrangements
       Customer Account Details

    Credit Bureaus and Credit Files  Back to Top

    Policy

    Where payment is in arrears for a period greater than 60 days, this constitutes a serious credit infringement as defined in the Privacy Act. In such circumstances we may list the default with a credit bureau.

    Should your bureau file contain information which is proven to be in error, and that information was lodged by us, we will correct this for you at our cost.


    What to do


    To find out about your credit bureau file


    Write, requesting a copy of your file to:

    Baycorp Advantage

    Public Access

    PO Box 964

    North Sydney

    NSW 2059

    or Fax, 02 9951 7880


    To enquire about having a bureau record removed or updated by us


    Call our Customer Care number 13 30 20 for assistance. We will investigate if the record is in error, and if this is the case, we will arrange for removal or correction of the erroneous data.

    Related Policies
       Recovery Action
       Collections
       Customer Account Details

    Security Bonds  Back to Top

    Policy

    We may ask you for a security bond based upon our credit assessment of you. We will return this bond to you upon cancellation of your service or earlier at our discretion.

    Security bonds will be held for the agreed period of time, after which they will be refunded to the direct debit facility drawn from.

    If your previously nominated direct debit facility has been closed, we will refund bonds to an alternative bank account or credit card nominated by you.


    What to do


    To apply for a security bond refund


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Credit Assessments
       International Roaming
       Refunds
       Customer Account Details

    Advance Payments  Back to Top

    Policy

    We may require an advance payment to remove restrictions on your service(s) or on application for new services. You may also make an advance payment to us at any time.

    Advance payments are credited towards your next and subsequent invoices until the advance payment has been used in full.

    We are unable to refund advance payments to you unless you have disconnected all of your services with us. In these circumstances we will refund monies to a bank account or credit card nominated by you.


    What to do


    To request a refund of an advance payment call our Customer Care Number 13 30 20 for assistance.

    Related Policies
       Collections
       International Dialling and Information Services
       International Dialling and Information Services
       Refunds
       Account Establishment – Advance Payments

    Refunds  Back to Top

    Policy

    In the event that your account is in credit, we will not automatically refund monies to you. We will normally apply the credit against future fees and charges.

    If your account with us is closed, we will refund monies to an alternative bank account or credit card nominated by you.


    What to do


    To apply for a refund


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Advance Payments
       Order Cancellation
       Security Bonds

    Payment Arrangements   Back to Top

     
    Policy

    If you are experiencing difficulties paying your bill, you may apply to enter into a payment arrangement with us. This is an agreement between you and us, whereby you agree to pay the outstanding amount and any future amounts where applicable. Generally payment arrangements will only be agreed with the account holder, however we will allow service users to record with us their direct debit facility for the processing of the payments.

    Payment arrangements are available for limited periods, which will be specified by us upon successful application.

    You must apply to enter into a payment arrangement a minimum of 3 working days prior to the debit date on your bill. The first payment within a payment arrangement must be within 10 working days of the next invoice due date.

    We reserve the right to cancel a payment arrangement without notice if the agreed terms are not met; in this event we may attempt to debit overdue amounts immediately.

    Only 1 payment arrangement can be entered into at a time.

    Payment arrangements are not available for payments relating to air Unusual Activity.


    What to do


    To apply for a Payment Arrangement


    Call our Customer Care number 13 30 20 at least 3 working days prior to your bill debit date to avoid incurring a late payment processing fee.

    Related Policies
       Billing Runs and Payment Cycles
       Collections
       Customer Account Details

     
     
    Billing  Back to Top

    Billing Runs and Payment Cycles
    Bill Reprints
    Bill and Payment Queries
    Call Length and Usage Disputes
    Itemised Billing

    Billing Runs and Payment Cycles  Back to Top

    Policy

    Each month we will send you a bill for the amount owing, including your access fee and all applicable fees and charges. The monthly bill will be sent by standard post, however you may opt to receive an email notification that your bill is available to view on our website instead of receiving a paper bill.

    We maintain a number of monthly billing runs. You are recommended to select a billing run that suits your personal situation, for example ensuring the payment due date is around your pay date.


    What to do


    To change your billing run


    Call our Customer Care number 13 30 20 for assistance.


    To opt for an electronic bill


    You can login to the website: www.mysoul.com.au and provide your login details to select e-bill notification. For further information, call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Bill and Payment Queries
       Bill Reprints
       Customer Account Details

    Bill Reprints  Back to Top

    Policy

    A copy of up to your last 6 bills is available on our website, or if you are unable to access our website we will provide a duplicate copy of your bill on request.


    Costs


    If you request a copy of your bill other than your current bill, a document request/reprint fee will apply.

    Bills can be viewed or downloaded from our website at no charge.


    What to do


    To view your bill online


    Approximately 5 days after your billing run, go to our website and log on to your mobile service account by using your customer number and password.

    If you don't have a password yet, press the ‘Get your Password’ button and fill in the form and press send. Once we receive your request, we will email you with further instructions.


    To request a Bill Reprint


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Bill and Payment Queries
       Billing Runs and Payment Cycles

    Bill and Payment Queries  Back to Top

    Policy

    We accept bill queries before the direct debit date of your bill. We will assume all call, usage and service charges are correct and accepted by you after the debit date has passed.

    We will attempt to resolve your billing queries involving bill re-calculations within 5 working days from receipt of the query.


    What to do


    To make a bill query


    Call our Customer Care number 13 30 20 as soon as possible for assistance.

    Related Policies
       Billing Runs and Payment Cycles
       Bill Reprints
       Call Length and Usage Disputes

    Call Length and Usage Disputes  Back to Top

    Policy

    Call length and usage charges can be disputed or queried up to the due date of your bill. Once the due date has passed, we will assume the call charges to be correct and accepted by you.

    In the event of a dispute, we will initiate an investigation with the service network. Investigations can take up to 8 weeks.

    The service network will not investigate queries whereby you dispute that a call or usage was made from your service.

    Where a dispute is upheld in your favour, we will issue a credit to your account in the next billing run.


    What to do


    To dispute a call or usage charge


    Take note of the call time, duration and number dialled and call our Customer Care number 13 30 20 as soon as possible for assistance.

    Related Policies
       Billing Runs and Payment Cycles
       Bill and Payment Queries

    Itemised Billing  Back to Top

    Policy

    Unless we agree with you otherwise, your bill will itemise all calls and applicable charges for your service other than local calls made from your home phone service.

    Local calls from your home phone will be summarised unless you request local call itemisation.


    Costs


    Local call itemisation billing is available on a monthly subscription.


    What to do


    To request local call itemisation call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Bill and Payment Queries

    Plans and Promotions  Back to Top

    Plans
    Promotions

    Plans  Back to Top

    Mobile Service Call Plans
    Internet Service Plans
    Home phone service plans
    Equipment Payment Plans
    Fees and Charges
    Mobile Service Plan Migration
    Internet Service Plan Migrations
    Home Phone Service Plan Migrations
    Plan Extensions and Upgrades
    Plan Transfers
    Plan Cancellation

    Mobile Service Call Plans  Back to Top

    Policy

    We sell subsidised mobile phones and other equipment on the basis that customers enter into a contract for the supply of mobile services (a ’call plan’).

    Our call plans typically provide for:


  •  
  • A monthly access fee
  •  
  • A monthly included call allowance
  •  
  • A minimum plan term
  •  
  • Set call rates.

    Access fees are a set amount each billing period and are calculated on a daily pro rata basis for your first month of activation. Access fees are charged in advance.

    Included call allowances are a set amount each billing period and are calculated on a daily pro rata basis for your first and last month of activation.

    Included call allowances may be used in any combination of voice or standard services for example: SMS, Voicemail calls or other standard services. Any unused amounts at the end of a billing cycle are forfeited.

    If you do not contact us at expiration of your minimum plan term we will assume you require your service to continue under the same terms and conditions on a rolling monthly basis until you notify us otherwise.

    You may extend or upgrade your call plan with us at the completion of your minimum term. This will involve an additional agreement regarding call plan length and terms.


    Costs


    The specific charges of your call plan are outlined within the call plan brochure provided to you with your mobile phone purchase.

    If your service is disconnected or ported from us prior to the expiry of the minimum term of your plan you must pay us all outstanding amounts under our agreement.


    What to do


    We have a range of attractive extension and upgrade offers available for our loyal customers who wish to extend their call plan. To find out about your renewal options, call us on 13 30 20.

    Related Policies
       Service Number Selection
       Unusual or Excessive Activity
       Plan Extensions and Upgrades
       Mobile Service Plan Migration
       Plan Transfers
       Plan Cancellation
       Mobile Number Porting (Transfers)
    Related Links
       Other Fees and Charges brochure

    Internet Service Plans  Back to Top

    Policy

    We sell internet services under plans. Our internet plans have a monthly plan fee and may have a minimum term, usage/data limits or restrictions.

    Plan fees are a set amount each billing period and are calculated on a daily pro rata basis for your first month of activation. Plan fees are charged in advance.

    If you are not in a plan with a minimum term or if you do not contact us at expiration of your minimum plan term we will assume you require your service to continue under the same terms and conditions on a rolling monthly basis until you notify us otherwise.

    You may extend or upgrade your plan with us at the completion of your minimum term. This will involve an additional agreement regarding plan length and terms.


    Costs


    The specific charges of your plan are outlined within the plan information provided to you when you connected your service.


    What to do


    We have a range of attractive extension and upgrade offers available for our loyal customers who wish to extend their internet service plans. To find out about your renewal options, call us on 13 30 20.

    Related Policies
       Plan Extensions and Upgrades
       Internet Service Plan Migration
       Plan Transfers
       Plan Cancellation
       Fees and Charges

    Home phone service plans  Back to Top

    Policy

    We sell home phone services under plans. Our plans have a monthly line rental, and/or plan fee(s), usage charges and may have a minimum term.

    Line rental and/or plan fees are a set amount each billing period and are calculated on a daily pro rata basis for your first month of activation. Line rental and/or plan fees are charged in advance.

    We will maintain a current schedule of our fees and charges for home phone services. Any other fees and charges levied on you will be based on the service network’s fees and charges or other relevant supplier(s).

    If you do not disconnect your service when you leave your premises, you have to pay for any use of the service by later occupants or others. We recommend you consider taking measures to protect yourself from unauthorised use of your service. If we have recovered any monies from another person for such use we will refund this to you.

    If you are not in a plan with a minimum term or if you do not contact us at expiration of your minimum plan term we will assume you require your service to continue under the same terms and conditions on a rolling monthly basis until you notify us otherwise.

    You may extend your plan with us at any time. This will involve an additional agreement regarding plan length and terms.


    Costs


    The specific charges of your plan are outlined within the plan information provided to you when you connected your service.


    What to do


    We have a range of attractive extension and upgrade offers available for our loyal customers who wish to extend their call plan. To find out about your renewal options, call us on 13 30 20.

    Related Policies
       Home Phone Plan Migration
       Plan Transfers
       Plan Cancellation
       Fees and Charges

    Equipment Payment Plans  Back to Top

    Policy

    We allow customers to purchase equipment through a payment scheme - payment plans (also knows as handset payment plans).

    Payment plans are subject to credit approval and all terms and conditions of existing call plans are carried forward.

    The maximum term we will allow for a payment plan is the minimum term of your service plan.


    Costs


    Instalments are included in your monthly bill. Instalment amounts depend on the plan taken.

    If you decide to disconnect or port an associated service from us prior to the expiry of the minimum term of your plan you must pay us all outstanding amounts under our agreement.


    What to do


    We have a range of attractive extension and upgrade offers available for our loyal customers. To find out about your renewal options, call us on 13 30 20.

    Related Policies
       Mobile Service Call Plans
       Customer Orders
       Plan Transfers
    Related Links
       Other Fees and Charges brochure

    Fees and Charges  Back to Top

    Policy

    We maintain current brochures of our fees and charges.

    We may amend our fees and charges from time to time and will provide reasonable notice to you. The fees and charges billed to you may include costs passed to us from third party suppliers that we are entitled to pass on to you. In these cases we do not promise to maintain a schedule of these or ensure you are aware of these prior to purchase.

    Remember to refer to your bill for important information.


    What to do


    To obtain a copy of our current fees and charges


    You can obtain a copy of our current fees and charges by calling our Customer Care number 13 30 20 for assistance, or by visiting our website for further information.

    Related Policies
       Call Centre Support
       Customer Account Details
    Related Links
       Other Fees and Charges brochure Mobile
       Other Fees and Charges brochure Home Phone

    Mobile Service Plan Migration  Back to Top

    Policy

    We will endeavour to help you find the most appropriate plan when you connect, however we acknowledge that your circumstances may change from time to time.

    You can migrate to any other plan within your existing plan group.

    Any promotions offered with mobile service plans for new connections do not apply when you migrate your mobile service plan.

    All mobile service migrations will take effect on the first day of your next billing period provided 48 hours notice has been given.

    Only 1 plan migration can be undertaken per billing period.


    Costs


    A plan downgrade fee is applicable where you downgrade your mobile plan below your original call plan during your minimum term.

    All other plan migrations are performed free of charge.

    Any relevant bundled service discounts may be forfeited.


    What to do


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Mobile Service Call Plans
    Related Links
       Other Fees and Charges brochure

    Internet Service Plan Migrations  Back to Top

    Policy

    We will endeavour to help you find the most appropriate plan when you connect, however we acknowledge that your circumstances may change from time to time.

    Internet Plan migration is subject to plan and system compatibility and we do not guarantee a plan migration will always be possible. Please check with our Sales Team to confirm migration availability.

    Any promotions offered with internet service plans for new connections do not apply when you migrate your internet service plan.

    All Dial-up internet service migrations should take effect immediately.

    All Broadband internet service migrations should occur within 4 working days of the request.

    Only 1 plan migration can be undertaken per billing period.


    Costs


    Set up fees will apply to migrations from Dial Up to Broadband ADSL.

    A plan migration fee is applicable for all plan migrations on our broadband services.

    All other plan migrations are performed free of charge.

    Any relevant bundled service discounts maybe lost.


    What to do


    Call our Customer Care number 13 34 44 for assistance.

    Related Policies
       Internet Service Plans

    Home Phone Service Plan Migrations  Back to Top

    Policy

    We will endeavour to help you find the most appropriate plan when you connect, however we acknowledge that your circumstances may change from time to time.

    You can migrate to any available home phone plan.

    Any promotions offered with home phone service plans for new connections do not apply when you migrate your home phone service plan.

    All home phone service migrations will take effect on the first day of your next billing period provided 48 hours notice has been given.

    Only 1 plan migration can be undertaken per billing period.


    Costs


    All home phone plan migrations are performed free of charge.

    Any relevant bundled service discounts may be lost.


    What to do


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Home Phone Service Call Plans
    Related Links
       Other Fees and Charges brochure

    Plan Extensions and Upgrades  Back to Top

    Policy

    You may extend or upgrade your plan with us at the completion of your minimum term. This will involve an additional agreement regarding plan length and terms.

    You may extend on your existing plan or one of our special loyalty plans. Upgrades may only be made onto our current offers.

    Your plan will be changed (migrated) to your new plan on the 1st day of the relevant billing period.

    If you are not in a plan with a minimum term or if you do not contact us at expiration of your minimum plan term we will assume you require your service to continue under the same terms and conditions on a rolling monthly basis until you notify us otherwise.


    Costs


    Costs for an extension or upgrade will be discussed with you at the time of purchase.


    What to do


    We have a range of attractive extension and upgrade offers available for our loyal customers. To find out about your renewal options, call us on 13 34 44.

    Related Policies
       Mobile Service Call Plans
       Internet Service Plans
       Home Phone Service Plans
    Related Links
       Other Fees and Charges brochure

    Plan Transfers  Back to Top

    Policy

    You may transfer your rights and obligations under this agreement to other person(s) approved by us under our assessment policies.

    You and the new applicant are required to agree to the plan transfer terms and conditions by completing, signing and returning the plan transfer forms.

    All outstanding amounts on an account must be paid in full before the plan will be transferred.

    We cannot guarantee that the service will be available at the location of the new applicant if the address is different to the existing customer.


    Costs


    An administration fee will apply for a plan transfer.

    Any relevant bundled service discounts may be forfeited on your other service(s).


    What to do


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Mobile Service Call Plans
       Internet Service Plans
       Home Phone Service Plans
       Compassionate Circumstances
       Customer Account Details

    Plan Cancellation  Back to Top

    Policy

    You can request cancellation of your plan at any time. We will cancel any applicable services at the same time.

    All amounts charged on cancellation of your plan will be included on your next bill.


    Costs


    Plan Charges - mobile call plans


    Any plan or access fees paid in advance will be adjusted and included on you next bill.

    You will be liable to payout your plan to the end of the minimum term unless you are in an extended call plan in which no payout will be due.

    If you disconnect your service prior to the expiration of the minimum term of your plan then we will invoice you for the remaining access fees on your plan plus a plan cancellation fee if applicable. We will only charge a plan cancellation fee in circumstances where you have failed to comply with an important term or condition of our agreement.

    Any amounts due under an associated payment plan will be due if you cancel your plan.

    All amounts charged on cancellation of your plan will be due immediately.


    Plan Charges - Internet plans


    Any monthly plan charges (such as plan fees) will be calculated up to the last day of your final billing period.

    If you cancel your service prior to the expiration of the minimum term of your plan you will be liable for our plan cancellation fee.


    Plan Charges - home phone plans


    Any monthly plan charges (such as line rental and/or plan fees) will be calculated up to the last day of your final billing period.

    If you cancel your service prior to the expiration of the minimum term of your plan you will be liable for our plan cancellation fee.

    If you do not disconnect your service when you leave your premises, you have to pay for any use of the service by later occupants or others. We recommend you consider taking measures to protect yourself from unauthorised use of your service. If we have recovered any monies from another person for such use we will refund this to you.

    Any relevant bundled service discounts may be forfeited on your other service(s).


    What to do


    We have a range of attractive offers available for our loyal customers. To find out your renewal options, call us on 13 30 20.

    Related Policies
       Provisioning your Service (Activation, Disconnection, Suspension etc)
       Service Disconnection
       Mobile Number Porting (Transfers)
       Provisioning your Service (Connection, Disconnection, Suspension, etc)
       Provisioning your Service (Connection, Disconnection, Suspension etc)
       Local Number Portability (Transfers)
    Related Links
       Other Fees and Charges brochure

    Promotions  Back to Top

    Promotions
    Soul Fair Go Policy
    Agency Relationships

    Promotions  Back to Top

    Policy

    From time to time we run special promotions for customers. These promotions will typically run for a specific period of time and may be limited to specific types of customers such as new, existing or another classification.

    We aim to maintain the promotion for the period and under the same terms as that advised in the applicable promotional material, however we do not promise to do so. Any changes will be notified in writing in accordance with these policies.


    Costs


    The costs and benefits of our promotions are available by contacting us or by visiting our website.


    What to do


    Call our Sales number 13 34 44 for assistance.

    Related Policies
       Soul Fair Go Policy

    Soul Fair Go Policy  Back to Top

    Policy

    The Soul Fair Go Policy applies to all promotions and services offered by Soul and may extend to future promotions and services as determined by us from time to time. The policy allows us to request that excessive users of a promotion or service limit their use or cease using a promotion or service.

    We reserve the right to determine what is excessive use and may suspend or cancel a customer’s access without notice in such circumstances. We also reserve the right to charge customers for promotions or services accessed in excess of the Soul Fair Go Policy.

    We reserve the right to terminate promotions or services at any time.


    'yes' TimeTM


    Excessive use of ‘yes’ TimeTM is currently considered to be more than 2,000 minutes per billing period per mobile service.


    Costs


    Any excess usage will be charged at your standard rates for usage unless we advise you otherwise.


    What to do


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Promotions

    Agency Relationships  Back to Top

    Policy

    You are to abide by the Customer Agreement sent out with each service plan and available on our website, and any other specific terms and/or conditions that are received from us. You are not authorised to promote yourself as having an agency relationship with us unless you have entered into a Dealer Agreement.

    Related Policies
       Authorised Dealers

    Customer Orders  Back to Top

    General Conditions of Supply

    General Conditions of Supply  Back to Top

    Customer Orders
    Delivery Addresses
    Delivery Address Changes
    Delivery Failure
    Identification
    Non Activated Mobile Phones
    Retention of Title
    Order Cancellation

    Customer Orders  Back to Top

    Policy

    You can order mobile phones, home phone handsets, accessories, other equipment and services from us at any time.

    Some orders may require a credit assessment of you.

    Only account holders are permitted to place orders for equipment.


    Costs


    Some equipment must be paid for at the time of ordering. These items and the amount paid will be shown on your next bill.

    Generally orders for new or upgraded equipment are delivered at no cost. Other orders attract our standard postage and handling fee.


    What to do


    To order new mobile services and equipment


    New customers should call our Sales number 13 34 44.

    Existing customers should call 1300 303 515 to find out about our renewal options.

    Related Policies
       Delivery Address Changes
       Delivery Addresses
       Identification
       Order Cancellation
       Retention of Title

    Delivery Addresses  Back to Top

    Policy

    We recommend your order be delivered to a business address or an Australian Post Office.

    We are not able to deliver packages to universities, hospitals, colleges, building sites or any other areas such as these.

    A Post Office BOX delivery address will only be accepted for replacement SIM card orders.

    If you purchase through our website you are required to have your order delivered to your nearest Australian Post Office for collection.


    What to do


    To receive your order at your home or business address


    When your parcel arrives by courier you will be required to show some proof of identity and sign for delivery.

    If you are not present to take delivery the courier will leave a calling card for you telling you they have called and giving you contact details to arrange an alternative time for delivery.


    To collect your order from an Australian Post Office


    Wait to receive your letter from us confirming your order and advising the delivery date. Take the letter and your valid ID with you to the nominated Australian Post Office and pick up your parcel.

    Related Policies
       Customer Orders
       Delivery Address Changes
       Identification
       Order Cancellation

    Delivery Address Changes  Back to Top

    Policy

    After we have taken your order you are not permitted to change the name of the person accepting delivery or the delivery address. We may exercise discretion in the application of this policy provided you can satisfy us that you have due reason to request the change.


    What to do


    To change a delivery address


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Customer Orders
       Delivery Addresses
       Identification

    Delivery Failure  Back to Top

    Policy

    In the event of a delivery failure, we will reorder and resend the goods to you. This process will require a further 3 to 5 working days to reach you.

    We may require you to fill out a declaration of loss form or sign a statutory declaration where a delivery failure is challenged.


    What to do


    To report a delivery failure


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Customer Orders
       Delivery Addresses
       Delivery Address Changes
       Identification

    Identification  Back to Top

    Policy

    Our courier will deliver the order to the delivery address, including nominated Australian Post Offices, advised to us. Only you can accept delivery of the package.

    Valid identification will be required to accept delivery.

    At least one form of primary identification:


  •  
  • valid passport; or
  •  
  • current Australian driver’s licence with photo (no photo accepted for WA licences) an international driver’s licence is not acceptable; or
  •  
  • current shooters licence; or
  •  
  • proof of age card; or
  •  
  • Victorian keypass;

    AND one form of secondary identification:


  •  
  • current driver’s licence without photo; or
  •  
  • Current credit card; or
  •  
  • Current EFTPOS card; or
  •  
  • Utility account less than 2 months old for the current address; or
  •  
  • Current bank statement; or
  •  
  • Current state motoring organisation membership card.

    Photocopies are not acceptable and ID must be legible, showing signatures, current address, name, and be within validity periods where appropriate.

    We accept no responsibility for lost deliveries where delivered to the correct delivery address.


    What to do


    To receive your order via Courier


    Valid identification (100 points) will be required to accept delivery and you will be required to sign a proof of delivery document.

    If you do not have sufficient proof of identification at the time of delivery, the courier will give you a calling card and ask you to arrange an alternative time for delivery.


    To collect your order from an Australia Post Office


    Valid identification (100 points) will be required to collect your parcel and you will be required to sign a proof of delivery document.

    If you do not have sufficient proof if identification at the time of collection, the Australia Post Office will hold the parcel for several days until it is either collected by you, or returned to us.

    Related Policies
       Customer Orders
       Delivery Address Changes
       Delivery Addresses

    Non Activated Mobile Phones  Back to Top

    Policy

    Where we have delivered or supplied a mobile phone to you and you do not activate the related mobile service within 14 days, then failing any agreement with you to the contrary we will assume that you have chosen not to proceed with your call plan.


    Costs


    If activation has not occurred within 21 days of receipt of the equipment, you will be charged via your nominated direct debit facility the recommended retail price of all items delivered.


    What to do


    To activate your mobile service


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Verbal and Online Contracts and Declarations

    Retention of Title  Back to Top

    Policy

    Title to equipment sold by us does not pass until the package is opened, or completion of the return period, whichever is earlier.

    Title to equipment purchased from authorised dealers passes to the customer when the service is activated.


    Order Cancellation  Back to Top

    Policy

    Where you have ordered equipment from us, you can cancel your order at any time prior to receiving delivery.


    Costs


    No costs will apply if you cancel your order before accepting courier delivery or collection at an Australian Post Office.


    What to do


    To cancel an order


    Call our Customer Care number 13 30 20 assistance; if this is not possible you should decline the delivery when the courier arrives.

    Related Policies
       Customer Orders

    Customer Support  Back to Top

    Call Centre Support
    Our Website
    Our Automated Telephone Services
    Authorised dealers
    Verbal and Online Contracts and Declarations
    Customer Privacy
    Hours of Operation
    Usernames, Passcodes and Passwords
    Customers with Special Needs
    Unwelcome Calls
    Life Threatening Calls
    Unwanted and Unsolicited Email (SPAM), and Prohibited Internet Content
    Compassionate Circumstances
    Complaints
    Customer Contact Numbers and Methods
    Mail

    Call Centre Support  Back to Top

    Policy

    Unless we agree with you otherwise we will provide you with customer support.

    We aim to provide you with high quality customer support that will resolve your problems quickly and effectively, however we do not promise to do so. We may not resolve all problems encountered with your service, equipment or software.

    Where someone provides us with your username, password or other identification we are entitled to act as if they are you and you will be responsible for their actions.

    Our customer support may rely on the service network delivering these services on our behalf.


    Costs


    Unless we agree with you otherwise we will not charge for customer support.

    Other than as required by law we take no responsibility for any losses or ill effects caused directly or indirectly as a result of our customer support and we are unable to provide refunds or credits for losses caused.


    What to do


    Call our Customer Care number 13 30 20 and follow the prompts for the service or information required.

    Related Policies
       Our Website
       Our Automated Telephone Services
       Customer Account Details
       Faults
       Faults
       Technical (Help Desk) Support
       Faults and Service
       Rental Equipment - Faults and Repair
       Customer Account Details
       Customer Privacy
       Usernames, Passcodes and Passwords
       Hours of Operation
       Customers with Special Needs

    Our Website  Back to Top

    Policy

    We provide a range of services for customers and non-customers through our website. These include but are not limited to:


  •  
  • Electronic billing;
  •  
  • Viewing your bills online;
  •  
  • Changing personal details such as email address, phone number or postal address;
  •  
  • Unlocking your mobile phone;
  •  
  • Reporting a lost or stolen mobile phone;
  •  
  • Setting up your mobile phone for going overseas;
  •  
  • Changing or recovering your website password or service passcode;
  •  
  • Monitoring your call spending: check unbilled calls for your mobile or home phone;
  •  
  • Change bank account or credit card details;
  •  
  • Viewing transactions on your account;
  •  
  • Organise a payment arrangement;
  •  
  • Requesting a proof of purchase for my product or service;
  •  
  • Submitting an online service request;
  •  
  • Making an online purchase; and
  •  
  • Getting further information online.

    We will automatically create a website user account (web account) for you when you become a customer.

    We may from time to time confirm and reconfirm with you, your web account username and password via SMS to your primary mobile service, printing on your bill or insertion with your bill.

    Once logged on to our site (through your web account) and subject to our approval you will be able to access our range of customer web services.

    We aim to provide a high quality, continuous, fault free service, however we do not promise to do so.

    Our web services are provided subject to our Website Terms and Conditions.

    Further information on using our web services is available on our website at www.mysoul.com.au.


    Costs


    Unless stated otherwise our web services are provided free of charge with the exception of telecommunication charges to connect to the internet.

    We are unable to provide refunds or credits for losses caused through failures, faults or delays in our web services.


    What to do


    If you experience problems with our website please contact us by clicking on Account Assistance when in your user account or call our Customer Care number 13 30 20.


    Our Automated Telephone Services  Back to Top

    Policy

    We provide a range of automated telephone services for our customers through our Interactive Voice Recognition (IVR) system. These include:


  •  
  • Obtaining details of unbilled mobile and home phone calls for the current billing period;
  •  
  • Obtaining mobile personal unblocking key (PUK) codes;
  •  
  • Logging after hours lost/stolen mobile phone requests;
  •  
  • Bill payments; and
  •  
  • Updating your credit card expiry date.

    We aim to provide a high quality, continuous, fault free service, however we do not promise to do so.

    Further information on using our automated telephone services is available on our website.


    Costs


    Unless stated otherwise our automated telephone services are provided free of charge with the exception of the telecommunications cost of connecting to our IVR system.

    We are unable to provide refunds or credits for losses caused through failures, faults or delays in our automated telephone services.


    What to do


    To access services from the IVR system


    Call our Customer Care number 13 30 20 and enter your mobile service number and 4 digit passcode for assistance.

    Related Policies
       Call Centre Support
       Hours of Operation

    Authorised dealers   Back to Top

    Policy

    We have a number of authorised dealers throughout Australia.

    Our dealers are available for our customers for connection and reconnection of services, pre and after sales service.


    What to do


    To find your closest Soul authorised dealer call 13 38 83.

    Related Policies
       Agency Relationships

    Verbal and Online Contracts and Declarations  Back to Top

    Policy

    To provide you with the most clear and simple service we process many requests for you over the phone or internet without the need to complete forms and sign documents. Often matters of a contractual nature are dealt with and in these circumstances we will ask you to agree to a verbal or online declaration.

    We may record this declaration.

    If you do not agree to a declaration or to its recording we will be unable to proceed with your request.

    Related Policies
       Customers with Special Needs
       Our Website

    Customer Privacy  Back to Top

    Policy

    We are committed to ensuring that the privacy of our customers is protected with great care. Our Privacy Policy explains our practices in relation to information provided to us.

    As this policy may be updated from time to time without notice, we recommend that our customers review this policy periodically.

    In addition to this policy, use of certain services or parts of our websites may also be subject to specific and additional privacy provisions. To the extent of any inconsistencies, those specific and additional provisions take priority over this policy.


    What to do


    To view our Privacy Policy


    Visit our website at www.mysoul.com.au or request a copy by calling our Customer Care number 13 30 20.

    Related Policies
       Customer Account Details
       Usernames, Passcodes and Passwords

    Hours of Operation  Back to Top

    Policy

    click here for operation hours.

    What to do


    Call our Customer Care number 13 30 20 for assistance.


    Usernames, Passcodes and Passwords  Back to Top

    Policy

    Usernames, Passcodes or Passwords may from time to time be issued or selected by you as an account holder or user of a service. You must not and we take no responsibility should you disclose to any person your usernames, passcodes or passwords.

    We aim to restrict certain customer support enquiries to authorised users. Where someone provides us with your username, passcode, password or other identification that we are entitled to act as if they are you and that you will be responsible for their actions.

    Generally any person who provides their service ID and password will be assumed to be authorised to perform all enquiries and transactions.

    Subject to us being given (in our opinion) authority, we restrict the following enquiries and transactions to account holders only:


  •  
  • entering into a new or cancel a plan with us;
  •  
  • changing billing address;
  •  
  • transferring a plan to a new customer;
  •  
  • requesting a bill reprint
  •  
  • requesting a website username, passcode and password; and
  •  
  • cancelling an order or returning an order to us.

    In exceptional or emergency circumstances we will perform services for users without validation of them as being authorised. For example barring lost or stolen mobile phones.


    What to do


    To check the users and authorities on your account call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Customer Account Details
       Customer Privacy

    Customers with Special Needs  Back to Top

    Policy

    We provide the following services to customers with special needs.


    Interpreters



  •  
  • We provide certain multilingual services in our call centre.
  •  
  • We are not able to promise that we will be able to support all languages and dialects.

    Hearing and Speech impaired



  •  
  • If you have a hearing or speech impairment you should contact the National Relay Service who can assist you to make your call to us. The National Relay Service has different numbers for different needs, please see below for contact details.
  •  
  • We do not offer specialised equipment for hearing impaired persons.

    Visually impaired



  •  
  • We do not offer specialised equipment for visually impaired persons.

    Advocates



  •  
  • If you have any difficulty in explaining your situation to our call centre staff, for example you are in financial difficulties, you have the option to obtain the services of a customer advocate who will act on your behalf. Please consult your telephone directory to obtain an advocate who can meet your needs. You must be in a position to give authority to the call centre representative to discuss your needs with the customer advocate. This authority can be given either verbally or in writing.

    Power of Attorney



  •  
  • We recognise Power of Attorneys. You need to fax the Power of Attorney to us with the account number and the name to which it applies. We will note on our system that a Power of Attorney is held over that account.

    Costs


    We do not charge for interpreter services.


    What to do


    To alert us of your special needs


    Visit our website or contact our Customer Care number 13 30 20 to discuss your special needs to ensure you receive the best possible service.


    To Contact the National Relay Service


    Please dial the NRS on 13 36 77 for local and chargeable calls (within Australia) and 1800 555 677 for Freecall numbers within Australia. When calling Australia from overseas, call +617 3815 7799. These numbers are available to customers using Teletypewriters (TTY) using your landline phone or via the Internet service.


    To Contact the National Relay Service for Speech to Speech Relay


    Please dial the NRS on 1300 555 727 for local and chargeable calls (within Australia) and 1800 555 727 for Freecall numbers within Australia. When calling Australia from overseas, call +617 3815 8000.


    To Contact the National Emergency Relay Service


    Please call the NRS Emergency Service number 106 using a Teletypewriter (TTY) using your landline phone, via the Internet service or by mobile phone with a qwerty keypad (using your mobile phone as a modem).


    To contact the National Emergency Relay Service


    Please call the NRS Emergency Service number 106 using a Teletypewriter (TTY) using your landline phone, via the Internet service or by mobile phone with a qwerty keypad (using your mobile phone as a modem).

    Related Policies
       Customer Account Details
       Customer Privacy

    Unwelcome Calls  Back to Top

    Policy

    We treat any incident where our customers receive unwelcome calls as serious. You should call us where this occurs to discuss methods available to you for dealing with this problem.

    In the event of ongoing unwelcome calls, we will initiate a call trace with the service network at your request.

    You may be required to provide details of a pattern of unwelcome calls or messages. This pattern may include 3 or more calls spread over a 2 - 5 day period, calls made at regular intervals, or 10 or more SMS messages in a 24-hour period.

    Where the identity of the nuisance caller is determined, their service provider is required to issue a warning letter. Where we are the service provider, we will issue a warning letter.

    If unwelcome calls continue within the subsequent 14 days, another warning letter will be sent at your request.

    Should unwelcome calls continue within the subsequent 7 days of the second warning letter, we may refer the case to the police or request the nuisance caller’s service number be disconnected.

    You may report the matter directly to the police at any time.

    If known, the identity of the nuisance caller will not be disclosed unless required by law.


    Costs


    If the number change is a result of harassing calls, we will ask the service network to complete the number change for free. We may seek a copy of a police report.

    Where the service network does not provide the number change for free, an administration fee will be charged.


    What to do


    Call our Customer Care number 13 30 20 for assistance in managing unwelcome calls.

    Related Policies
       Life Threatening Calls
       Service Number Changes
       Service Numbers
    Related Links
       Other Fees and Charges brochure

    Life Threatening Calls  Back to Top

    Policy

    We treat any incident where customers receive Life Threatening Calls as serious.

    Where you receive a life threatening call you should contact your Police Communication Centre (PCC) immediately. They will initiate a call trace request on your behalf.

    We will take all reasonable steps to assist Police in these situations. Unless required by a relevant authority we will not provide any information relating to any Police investigation to a third party.


    What to do


    Immediately inform police who are in a position to provide a response in conjunction with emergency services.

    Related Policies
       Unwelcome Calls
       Service Number Changes
       Service Numbers

    Unwanted and Unsolicited Email (SPAM), and Prohibited Internet Content  Back to Top

    Policy

    We prohibit the use of our service(s) for Spamming, publishing of prohibited or offensive content and network abuse.

    If we receive a legitimate complaint about a user engaging in any form of network abuse then we will:


  •  
  • Block the user from further access to the network.
  •  
  • As soon as feasible we will contact the user and pass on any evidence or material we have received about the complaint.
  •  
  • We may at our discretion, re-enable network access for that user if requested to do so.

    What to do


    Call our Internet Support number 1300 765 600 for assistance.


    Compassionate Circumstances  Back to Top

    Policy

    In order to assist in circumstances of deceased or terminally ill customers, we offer relatives/families the following options:


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  • Transfer of the plan to another party (subject to credit approval) for the remainder of the plan minimum term;
  •  
  • Return of the mobile phone and cancellation of the plan with no further obligation if the mobile phone is under 12 months old; or
  •  
  • Payout the plan early and we will waive our standard plan cancellation fee to retain the equipment.

    In the event of the death of a customer, an official certificate will be required to finalise the plan, mobile service(s) will be suspended immediately and some services may be suspended from home phone service(s).

    To complete our processing, we may require proof of circumstance from medical and financial bodies.


    Costs


    Outstanding fees and charges must be paid if the service is to be transferred to another person although we will waive plan cancellation fees, plan transfer administration fees and/or return costs associated with the option chosen once supporting documentation is supplied.


    What to do


    Call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Credit Assessments
       Plan Transfers

    Complaints  Back to Top

    Soul aims to provide our Customers with the best possible service. If you haven’t received the service you expected or you would like to make a suggestion we always appreciate your feedback.

    Complaint Handling Policy

    Soul aims to provide our Customers with the best possible service. If you haven’t received the service you expected or you would like to make a suggestion we always appreciate your feedback.

    Customer Service is your main point of contact within Soul whether you wish to discuss an issue regarding your account or you want information about our services. Our Customer Service staff can be contacted by:



  •  
  • Email - enquiries@soulaustralia.com.au
  •  
  • Phone - 13 30 20 at the cost of a local call
  •  
  • Fax - 02 9349 5942.au
  •  
  • Mail - PO Box 1844 North Ryde NSW 2113

    You will find the majority of matters can be handled on the first call. If further investigation is required we will give you a timeframe and keep you posted along the way.

    Our Customer Service staff may escalate your case to a Technical Support Officer, our Customer Relations Team or even their Supervisor. If you are not satisfied with the way in which the Customer Service staff is dealing with your issue, you can request to be escalated to a Supervisor. We aim to respond to all written correspondence within one working day.

    Soul believes that its internal resolution process is the most effective and quickest way to resolve complaints. However If you are not satisfied with our handling of your issue and you have escalated this within Soul, you may seek further assistance from external avenues of recourse in your state or territory.

    Related Policies
       Call Centre Support

    Customer Contact Numbers and Methods  Back to Top

    Policy

    We will attempt to contact you by telephone or email by preference. Where there is an active mobile service on your account, we will seek to contact you via the number nominated as your primary mobile number, or an alternate one designated as your primary mobile number.

    This number will be used to contact you, the account holder, in case we need to communicate with you concerning your account.

    It is your responsibility to ensure your contact details are correct and up to date.


    What to do


    To nominate a Primary Mobile Number


    If you have more than one mobile service with us, call our Customer Care number 13 30 20 for assistance.

    Related Policies
       Customer Account Details
       Customer Privacy

    Mail  Back to Top

    Policy

    Unless specified, we send items through the post as normal surface mail to your billing address.

    We endeavour to send any requested information to you within 24 hours of the request.

    When written correspondence and/or invoices are returned to us due to incorrect address or addressee unknown, we will make all reasonable attempts to locate you and update your postal and contact details. Attempts include but are not limited to calling your last known contact phone numbers including work, home and mobile numbers, SMS messages to your mobile service number and white pages search.

    In the event you cannot be located, returned correspondence will be destroyed.


    Costs


    Fees and charges may apply for some reprinted information.


    What to do


    To request a Bill Reprint or view your Bill online


    Please see the section ‘Bill Reprints’.


    To request information


    Please use the ‘Contact Us’ section of our website or call 13 30 20.

    Related Policies
       Bill Reprints
       Customer Account Details


    Current as at 22/01/2008