1. Online purchasing policy
Handsets, mobile phones and accessories sold by us are compliant with the Australian Communications and Media Authority (ACMA) requirements.
All products purchased online are subject to our Online Purchasing Policy and are brand new, in their original manufacturer’s box and sealed unless otherwise stated. In addition to your statutory rights under the Trade Practices Act, all products carry the full manufacturer’s warranties.
1.1 Website security
Our website site is sealed with premium SSL certificates. All information entered when you make a purchase is encrypted using state of the art, 128 bit encryption.
1.2 Delivery
- all deliveries are carried out via Australian Post Express Delivery Services;
- all orders are delivered within 7 days of purchase;
- customers will be contacted within 48 hours if the product is out of stock or if a delay is anticipated; and
- delivery costs are calculated on parcel size, weight and your delivery location. The delivery cost will be included in the total purchase price and we deliver to any valid address in Australia.
1.3 Consumer data
We respect your privacy and will not use your details for any other purpose than as indicated on this site.
We handle consumer data in accordance with our Privacy Policy and the Privacy Act 1998 (Cth).
1.4 Returns & refunds
In accordance with this Online Purchasing Policy and your statutory rights under the Trade Practices Act, we will provide a refund on your purchase in the following circumstances if it:
- is faulty (through no fault of your own);
- is unfit for purpose (it doesn’t do what it is supposed to do);
- does not match the description provided on our website;
- has defects that were not obvious or were not brought to your attention at the time of purchase.
The items purchased must be returned within a reasonable period and you will be asked to provide proof of purchase. If you return an item and seek a refund we may:
- offer you a replacement or a credit;
- deduct the delivery fee from refund amount if the item was in transit;
- charge 20% re-stocking fee for processing and repackaging.
To seek a refund in these circumstances, please contact us on 1800 100 800
We do not provide refunds where you:
- change your mind;
- purchase the wrong item;
- find it cheaper elsewhere;
- use the items purchased in a way they were not made for; or
- cause the product or an accessory to become damaged.
1.5 Currency
All purchases will be charged by us in Australian Dollars (AUD).
2. Product warranties
2.1 New equipment
All Equipment supplied by us is brand new, in the original manufacturer’s box and sealed unless otherwise stated. In addition to your statutory rights under the Trade Practices Act, all products carry the full manufacturer’s warranties.
2.2 Personal, domestic or household goods
If we supply you with goods that are of a kind ordinarily acquired for personal, domestic or household use or consumption then under the Australian Consumer Law, the goods are subject to a number of consumer guarantees that cannot be excluded or limited.
2.3 Other goods costing $40,000 or less
If we supply you with goods that are not of a kind ordinarily acquired for personal, domestic or household use or consumption but cost no more than $40,000, the goods are also subject to the consumer guarantees that cannot be excluded, but can be limited in certain ways. Our customer contract may limit them as allowed by law.
2.4 Consumer guarantees
Consumer guarantees include guarantees that:
- we can give you the title to the goods;
- the goods are free of third-party interests;
- the goods are of acceptable quality (within the meaning of the Australian Consumer Law); and
- they are reasonably fit for any purpose you have disclosed to us, and for any purpose for which we represent that they are reasonably fit – and some other matters. You can obtain full details at: www.consumerlaw.gov.au
2.5 Defects
We warrant that at the date of supply that the Equipment to be free from defects in materials and workmanship.
2.6 Warranty period
The Customer may during the Warranty Period notify us in writing of any defect or suspected defect in the Equipment. We shall, to the extent necessary, inspect, replace or repair the Equipment at no Additional Charge and as soon as practicable after receiving notice from the Customer.
2.7 Exclusions
We shall not be liable under Clause 2.6 of this Online Purchasing Policy if the defect is the result of:
- improper use or mismanagement by the Customer;
- operation of the Equipment other than in accordance with the Operating Manual;
- use of the Equipment in a manner not reasonably contemplated by us;
- modification of the Equipment not authorised by us;
- use of the Equipment in a manner contrary to law;
- subjection of the Equipment to unusual or un-recommended physical, environmental or electrical stress;
- re-installation or moving of the Equipment by a person other than us;
- use of the Equipment by a person other than the Customer;
- the Customer’s failure to comply with its obligations to us;
- the Customer’s failure or refusal to install engineering changes or enhancements recommended by us; or
- the serial number being removed or defaced.
2.8 Charges
If the Customer provides notice of a suspected defect pursuant to Clause 2.5 of this Online Purchasing Policy and any subsequent inspection by us reveals no further obligation on us, the direct and indirect costs and expenses associated with such inspection shall be borne by the Customer.
3. Paying us
3.1 Currency
All purchases will be charged by us in Australian Dollars (AUD).
3.2 Payment methods
Online
Purchases made online at our website shop can be paid using VISA, Mastercard, Diners or AMEX. You can also pay your monthly recurring bill online by completing the details on our Pay a bill page to pay directly from your VISA, Mastercard, Diners or AMEX card.
Credit surcharge
There is no surcharge when using VISA or Mastercard. Diners and AMEX incur a 4% payment processing charge.
Secure payment
We use SSL data encryption security designed to protect the information you send via our websites.
Direct debit
Automatic payment on the due date from your nominated bank account or credit card. To set up direct debit payments complete and submit the Direct Debit Request form on our website.
Bpay
Use Bpay to pay from your bank account or credit card. Please refer to your telephone bill for Bpay payment and reference details.
Pay-by-phone
Call 1800 100 800 to pay by VISA, Mastercard, Diners or AMEX. Please refer to your telephone bill for payment reference details.
4. Returns & refunds
In accordance with our Online Purchasing Policy and your statutory rights under the Trade Practices Act, we will provide a refund on your purchase in the following circumstances if it:
- is faulty (through no fault of your own);
- is unfit for purpose (it doesn’t do what it is supposed to do);
- does not match the description provided on our website;
- has defects that were not obvious or were not brought to your attention at the time of purchase;
- is returned to us within 14 days from the date of delivery
The items purchased must be returned within 14 day’s from the date of delivery and you will be asked to provide proof of purchase. If you return an item and seek a refund we may:
- offer you a replacement, a refund, or a credit;
- deduct the delivery fee from the refund amount if the item was in transit;
- charge 20% re-stocking fee for processing and repackaging.
We do not provide refunds where you:
- change your mind;
- purchase the wrong item;
- find it cheaper elsewhere;
- use the items purchased in a way they were not made for; or
- cause the product or an accessory to become damaged.
To return a product or seek a refund in these circumstances, please contact us on 1800 100 800.
5. Complaints
Our team work hard to provide quality, reliable telecommunications and first class personal service.
We’re sorry if you have experienced a problem with us and we encourage you to contact us on 1800 100 800 before submitting your complaint as we may be able to solve your problem quickly.
5.1 Our commitment
You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.
When dealing with a complaint we are committed to:
- resolving your problem quickly, fairly and courteously;
- keeping you informed about the progress and outcome of your complaint;
- reviewing your complaint if you feel that it has not been resolved to your satisfaction; and
- advising you of the Telecommunications Industry Ombudsman scheme if you cannot resolve your complaint with us.
Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.
5.2 Free of charge
We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.
We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Customer Terms or our Critical Information Summary.
If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).
5.3 How to submit your complaint
Complaints should be submitted online by completing the form on the Contact us page of our website.
We will provide you with a reference number and contact you within 5 business days to either resolve your complaint or to seek additional information. We aim to resolve your complaint within 10 business days from the day it was submitted.
5.4 Acknowledgement of your complaint
We will acknowledge your complaint immediately if you register your complaint with us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our voicemail service (e.g. outside our office hours).
When we acknowledge your complaint we will give you a unique reference number to enable you to easily follow up on your complaint. We will also give you an indicative time-frame for resolving your complaint.
You can follow up on your complaint by contacting our Help-Desk on 1800 100 800, Monday to Friday, 9am – 5pm, AEST.
5.5 Complaint resolution & time-frames
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.
Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected time-frame.
If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.
Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
5.6 Complaints requiring urgent resolution
Your complaint will be treated as urgent if:
- you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
- your service has been disconnected or is about to be disconnected and due process has not been followed, or
- you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.
In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected time-frame, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
5.7 If you are not satisfied with our efforts
We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.
If you tell us that you are not satisfied with the complaint time-frames, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally.
If you are still dissatisfied with any actions taken by us we will inform you about your options for external dispute resolution such as the Telecommunications Industry Ombudsman (TIO). You must make a genuine attempt to resolve the matter directly with us prior to referring any matter to the TIO.
We will never cancel your service only because you have contacted an external dispute resolution scheme.
Telecommunications Industry Ombudsman (TIO)
You can contact the TIO by
Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint
The services of the TIO are free of charge.
6. How to contact us
You can contact us by:
- calling 1800 100 800 between 9.00 am and 5.00 pm (AEST) Monday to Friday; or
- writing to us by completing and submitting the form on our Contact us page.