Customer Support

1. Customer Support
2. Our Website
3. Customer Privacy
4. Hours of Operation
5. Usernames and Passwords
6. Customers with Special Needs
7. Unwelcome Calls
8. Life Threatening Calls
9. Unwanted and Unsolicited Email (SPAM), and Prohibited Internet Content
10. Compassionate Circumstances
11. Complaints
12. Customer Contact Numbers and Methods

Customer Support

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.

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.

Our Website

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

• Submitting an online application;
• Online queries.

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.

Customer Privacy 

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.

To view our Privacy Policy

Visit our website at www.tadaustconnect.org.au/policy or request a copy by calling our Support number 1300 735 439.

Hours of Operation 

Our standard customer support hours of operation are as follows:

• Weekdays: 9am and 5pm AESTtime.

Call our Customer Support number on 1300 735 439

Usernames and Passwords 

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 or passwords.

We aim to restrict certain customer support enquiries to authorised users. Where someone provides us with your username, 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 and password; and
• cancelling an order or returning an order to us.

In exceptional or emergency circumstances we may perform services for users without validation of them as being authorised.

Customers with Special Needs

We provide the following services to customers with special needs.

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

We do not charge for interpreter services.

To alert us of your special needs

Visit our website or contact our Customer Support number 1300 735 439 to discuss your special needs to ensure you receive the best possible service.

To arrange a conference call with our 3rd party professional translating and interpreting service

Visit our website or contact our Customer Support number 1300 735 439. Or you may call the Translating Interpreter Service directly on 13 14 50.

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).

Priority Assistance

Please note that ispOne currently does not offer directly the Priority Assistance service. If you currently have this service feature on your existing home phone service and choose a TADAust Home Phone service this service feature will no longer be available.

What is Priority Assistance?

Priority Assistance is designed to help residential customers who have (or who have someone living at their home who has) a diagnosed life-threatening medical condition and whose life may be at risk without access to a fully-operational phone service.

For further information regarding Priority Assistance please see this Telstra website;
http://www.telstra.com.au/phones/homeservices/priority_assistance.htm

Unwelcome Calls 

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 3 or more unwelcome calls, spread over a 2 - 5 day 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.

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.

Life Threatening Calls 

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.

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

Unwanted and Unsolicited Email (SPAM), and Prohibited Internet Content 

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.

Compassionate Circumstances 

In order to assist in circumstances of deceased or terminally ill customers, we can offer relatives/families many options which will facilitate their needs.

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

Please Call our Support number 1300 735 439 should you wish to discuss these circumstances with anyone.

Complaints

It is our aim to resolve any of our customers' issues or queries during a customer's first contact with us. Our consultants have the training and authority to resolve most customers' issues or queries immediately.

Should a customer make a complaint our consultants will attempt to resolve this professionally and immediately.

If a complaint cannot be resolved during the first contact, we aim to address the issue within 48 hours, or within a time frame agreed with you.

For more complex issues we ask that you communicate this to us in writing, either by mail, email or fax. Complaints received in this way will be acted on as a matter of priority and a response can be expected within 1 week.

All complaints are prioritised and acted upon according to Australian Communications Industry Forum, Telecommunications Industry Ombudsman and Internet Industry Codes of Practice guidelines.

What to do

Complaints can be made in writing addressed to:

Executive Director,
TADAust Connect
27 Mulley St ,
Holder ACT 2611
enquiry@tadaustconnect.org.au

Please provide full details of your grievance including your name; account number or mobile service number and your service passcode. Please list times, dates and consultant(s) spoken to if possible.

Customer Contact Numbers and Methods 

We will attempt to contact you by telephone or email.

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.