WHAT YOU NEED TO KNOW

INFORMATION ABOUT OUR SERVICES

Usage notifications

We will help you control your spend by providing you with notifications via email or SMS when you reach 50%, 85% and 100% of your call/SMS value and/or data allowance that is included in your mobile plan or in your broadband plan. Usage notifications do not occur in real time but with a delay of 48 hours after you actually reached the respective thresholds. Usage notifications also do not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services.

Other ways of managing your spend

There may be other ways of keeping your spend on track, such as
barring more expensive numbers,
choosing an internet plan without Data
use Wifi at home and avoid using data all the time
turn on data only when you are outside and away from free wifi
or monitoring your spend online through our website.

Please contact us from our support page here for more information.
We provide free support and advice to help you manage your spend.

Hard Cap Policy

We offer Hard Cap Policy to keep track of your spend.
Hard Cap: $500 per contract number (per service number)
Hard cap applies to data, calls,sms and roaming in domestic and/or interntaional use.
Once we apply Hard cap on your bill, you will be notified and informed for future management of your spend. you will be contacted with an advice to control your spend.
We also offer more suitable plan or better ways of using our service.

Please contact us for more information.

Estimate your data usage

The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used (3G, 4G) and other factors. The information below is based on averages and provides estimates only.

Email text only	30 – 50 kb
Email with attachement, i.e document or photo	350kb – 4mb
website viewing	1mb
Streaming video /minute	7mb(3g) 30mb(4g)
Streaming music /minute	1mb
Downloading a song	6mb
Downloading an app	30mb – 100mb
Uploading photo	4mb
Making a vide call with an app/minute	8mb(3g),24mb(4g)

Mobile roaming

Your mobile services cannot be used overseas.
Charges for mobile roaming (i.e. for calls, SMS and data) are usually significantly higher than within Australia and also higher than charges for making international calls from Australia. Importantly, you may also be charged for receiving calls and SMS when using your service overseas. Making and receiving calls/SMS overseas is not included in your monthly allowance and you will be required to pay these charges in addition to your monthly charge. Therefore, even short periods of international mobile roaming can generate a very high bill.
Please contact us if you wish to receive more information on international mobile roaming.

YOUR NETWORK

Your service is provided using the Optus network.
We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain. To learn more about the coverage that your mobile network offers, please refer to the coverage map(s) below. Please note that actual coverage depends on numerous factors, including local geographic and structural/buidling conditions. Therefore, we recommend, if possible, to test coverage at your specific location, e.g. using the mobile of a friend who already uses the network etc.

PAYING US

We will bill you monthly in arrears and your bill will be emailed or available for download.
You can pay your bill free of charge via direct debit or credit card or by cash in our office.

Financial hardship

Our financial hardship policy is available here: financial hardship

HARDWARE AND WARRANTIES

Where we supply hardware, e.g. a modem, router, mobile phone etc., you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.
IF WE HAVE SUPPLIED THE HARDWARE, IT IS Our RESPONSIBILITY TO DEAL WITH WARRANTY MATTERS.
We provide one year warranty to all rental hard wares free of charge.
please contact us for more information regarding hard ware warranty.
Warranty details are found here:Hardware warranty

DEALING WITH US

If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative,
please use this form:Authorised_Representative_Form.pdf

FEEDBACK AND COMPLAINTS

We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available here: complaint-handling-process

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