Customer Terms (SFOA)

Contents

Part A - Introduction

• About This Document
• About Us

Part B – Customer Agreements

• Your Customer Agreement
• Plans
• Periodic Entitlements
• Prepaid Plans
• Non-Prepaid Plans
• Acceptable and Fair Use Policies
• Legal Compliance Policies
• Interacting with Our Staff
• Operational Directions
• Partner Requirements – General
• Fixed Terms
• Month-to-Month, Casual or ‘No Contract’ Terms
• Bundled Equipment
• Telecommunications Consumer Protections (TCP) Code
• Australian Consumer Law (ACL)
• ACL Consumers, ACL Small Businesses and Unfair Contract Terms
• Consumer Guarantees
• Understanding and Navigating Our Customer Terms

Part C – General Terms

• Application for Service
• Processing an Application
• Relevant Dates
• Providing Service
• Use of Service by Others
• Using a Service
• Exploitative Use
• Telephone Numbers
• IP addresses, Email Addresses and Domain Names
• Dynamic IP Addresses
• Supplied Equipment
• Substituted Equipment
• Delivery of Equipment
• Installation and Connection of Equipment
• Installation Charges
• Additional Equipment Services
• Lost, Stolen and Damaged Equipment
• Return of Equipment
• PPS Law
• TCP Customers and Authorised Representatives
• TCP Customers and Advocates
• Rights and Remedies for PDH Goods and Services
• Rights and Remedies for Non-PDH Goods Costing No More than $100,000
• Personal Injury or Death
• Service Level Agreements
• Exclusion of Implied Terms
• Limitation of Liability – General
• Your Liability to Us – General
• Your Liability to Us – Legal Requests, etc.
• Your Liability to Us – (alleged) Illegal Use, etc.
• Liability of Our Partners
• Limitation of Liability – ACL Consumers and ACL Small Businesses
• Maintenance and Faults
• General Power to Vary Your Agreement
• ACL Consumers, ACL Small Businesses and Agreement Variations
• When Variations Take Effect
• Customer Transfers
• Charges and Payment (1): Kinds of Charge
• Charges and Payment (2): Prices
• Charges and Payment (3): Spot Priced Services
• Varying Charges
• Special Promotions
• Bundled Plans
• Credit Management (1): Guarantees and Security
• Credit Management (2): Credit Checks
• Credit Management (3): Services You Acquire for Others
• When We Can Bill
• Bills – General
• Recharge Billing
• Supplying a Bill – TCP Customers
• Extra Charges for Bills and Information
• Billing Information – TCP Customers
• Costs of Telephone Billing Enquiries
• Out-of-Pocket Expenses
• GST
• Late Billing
• When You Must Pay
• How You Can Pay
• Late Payment (1)
• Late Payment (2) – Accounts Over 30 Days
• Early Termination Fees
• Billing Disputes
• Billing for Unauthorised Use of Your Account
• Billing Agents
• Calls to Mobiles
• Payment for Third Party Services
• Your Cooperation
• Complaints – General
• TCP Customers and Complaints
• Termination and Suspension by Us (1): Early Termination
• Termination and Suspension by Us (2): Other Events
• TCP Customers – Disconnection, Suspension and Restriction
• Early Termination by You
• Termination by You
• Post-Termination
• Suspension of Service
• Charges During a Period of Suspension
• Errors In Our Documents
• Carrier or Carriage Service Provider
• Provision of Services by Our Partners
• Assignment
• Notices
• Governing Law
• Entire Agreement
• Delays
• No Waiver
• Commission
• Information About Your Rights
• Complaints and Assistance Services
• Commercial Electronic Messaging
• Interpreting Your Agreement
• Dictionary

Part D – Internet Service Schedule

• Additional Terms

Part E – Mobile Telephone Services Schedule

• Additional Terms

Part F – IP Telephony Services Schedule

• Additional Terms
• Integrated Public Number Database (IPND)

Part G – Call Recording

• Additional Terms

Part H – ACMA Smart Numbers

• Additional Terms

Part I – Phone Answering Services

• Additional Terms

Part J – Virtual Fax Services

• Additional Terms

Part K – Virtual Office Services

• Additional Terms

Part L – Partner Requirements / Wholesale Suppliers

• Notification