WHAT YOU NEED TO KNOW – INFORMATION ABOUT OUR SERVICES

What you need to know PDF

CONTENTS

1         MANAGING YOUR SPEND

2         YOUR NETWORK

3         PAYING US

4         HARDWARE AND WARRANTIES

5         DEALING WITH US

6         FEEDBACK AND COMPLAINTS

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

 1          MANAGING YOUR SPEND


Usage notifications:

If you are a residential customer, we will help you control your spend by providing you with notifications via email when you reach various usage percentages 100% of your 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 up to 48 hours after you actually reached the respective thresholds.

You may wish to consult our webpage to consult our summary of usage notification requirements available in the CSP portal at WWW.COMMCOM.COM.AU or in the compliance attestation document.

 

Other ways of managing your spend:

There may be other ways of keeping your spend on track, such as choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend online through our website. 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 attachment, i.e. document or photo

350 KB – 4 MB

Website viewing

1 MB

Streaming video/minute

7 MB (3G), 30 MB (4G)

Streaming music/minute

1 MB

Downloading a song

6 MB

Downloading an app

30 – 100 MB

Uploading a photo

4 MB

Making a video call with an app/minute

8 MB (3G), 24 MB (4G)

 

Mobile roaming:

Your mobile services cannot be used overseas.

 

2          YOUR NETWORK

Your service is provided using the Iseek or AAPT networks depending on your plan, and availability at your location.

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.

http://www.optus.com.au/network/mobile/coverage

3          PAYING US

Your bill:

We will bill you monthly in advance and your bill will be emailed to you.

You can pay your bill via direct debit, credit card, or cheque. Free of charge automatic payments can be setup via our customer website portal:

https://members.webshield.net.au/clientarea.php

Financial hardship:

Our financial hardship policy is available here: [INSERT LINK, NOTE THAT YOU MUST HAVE A FINANCIAL HARDSHIP POLICY ON YOUR WEBSITE WHERE IT IS EASY TO FIND. A TEMPLATE FOR SUCH A POLICY IS AVAILABLE IN THE CSP PORTAL AT WWW.COMMCOM.COM.AU]

4          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.

5          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: [INSERT LINK TO FORM, NOTE THAT CUSTOMERS MUST BE ABLE TO APPOINT AN AUTHORISED REPRESENTATIVE OR USE AN ADVOCATE. A TEMPLATE OF AN AUTHORISED REPRESENTATIVE FORM IS AVAILABLE IN THE CSP PORTAL AT WWW.COMMCOM.COM.AU]

6          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: [INSERT LINK, NOTE THAT YOU MUST HAVE A SUMMARY OF YOUR COMPLAINT HANDLING PROCESS ON YOUR WEBSITE WHERE IT IS EASY TO FIND. A TEMPLATE FOR SUCH A SUMMARY IS AVAILABLE IN THE CSP PORTAL AT WWW.COMMCOM.COM.AU]

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