Service Information

1. Providing your Service 
2. Quality of Service
3. Customer Service Guarantee - Residential Customers
4. Faults
5. Appointments
6. To make an appointment
7. Service Numbers
8. To select a service number at the time of sale
9. To change your service number
10. Service Suspension
11. Service Disconnection
12. Change of Customer
13. Enhanced Services
14. Directory Listings
15. International Dialling
16. Local Number Portability (Transfers)
17. Porting to us from another carrier of service provider
18. Porting from us to another carrier of service provider
19. To request an Investigation of a Port Rejection
20. To withdraw a Port Request
21. To request a Port Reversal

Providing your Service 

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.

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

If you experience problems or unexpected delays please call our Support number 1300 735 439 for assistance.

Quality of Service 

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 you.

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.

If you experience problems or unexpected delays please call our Support number 1300 735 439 for assistance.

Customer Service Guarantee - Residential Customers 

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.

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.

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 Support number 1300 735 439. We will investigate and if applicable credit your account as soon as practicable.

Faults

Faults with your service can be reported during our standard customer support hours of operation.

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

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.

To report a fault call our Support number 1300 735 439.

Appointments

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.

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.

To make an appointment

Call our Customer Support number 1300 735 439.

Service Numbers 

We will provide you with a choice of up to 5 service numbers at the time of sale.

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

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.

To select a service number at the time of sale

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

To change your service number

Call our Customer Support number 1300 735 439 for assistance.

Service Suspension 

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.

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.

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.

Service Disconnection 

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 ACA 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.

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).

Change of Customer 

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.

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).

Enhanced Services 

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

• Messagebank
• Messagebank Virtual
• Calling Number Display
• Multiple Number
• Duet - Phone and 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 other providers. The Enhanced Services we provide will be listed on our website.

Costs may apply for subscription and use.

Directory Listings 

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 Fax Duet 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.

Standard residential directory listings are free of charge.

International Dialling

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

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.

Local Number Portability (Transfers) 

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 Messagebank messages will be lost.

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.

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 some bundled offers may no longer be valid.

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 Support number 1300 735 439 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 Support number 1300 735 439 for assistance.