COMPANY POLICIES FOR TELEPHONE SERVICES

 

Acenet Internet Services has the following policies in place for its Telephone services.

 

Landline Telephone Accounts

 

1.     The customer may nominate the day of the month (default 7th) that their bill will be generated excluding Internet Saver accounts.

2.     AcePhone will email out the telephone services bill in PDF format. Bills sent by other means including Facsimile or Post will incur a fee of $11.00 per bill.

3.     Automatic payment by Credit Card or Direct Debit will be processed four (4) days after the bill is emailed out or where necessary the next business day. Payment for telephone bill must be received within fourteen (14) days of the billing date else an Administration fee will be charged, currently set at $11.00.

4.     Landline telephone customers with a qualifying Acenet internet account may receive one of the follow discounts. Discounts cannot be combined with any other offer and may be rescinded if any of the included accounts are modified.

a.     A discount of 5% on call charges where call charges on an individual bill equals or exceeds the preset amount in any billing month.

                                          i.    Preset amounts for qualifying discounts are:

o    Residential Customers - $25.00 per month

o    Business Customers - $100.00 per month

b.     A monthly discount of $10.00 on their Acenet internet access fee (ADSL Broadband and Unlimited Hours accounts only), where the telephone service is bundled with the internet service for a twelve (12) month contract.

                                          i.    Termination of the telephone service prior to the end of the contract period will incur a Termination fee of $35.00 and bonus discounts will be forfeit from that date onwards.

c.     100 free Local calls each month on their AcePhone telephone bill, when the telephone and internet account are bundled on a twelve (12) month contract. Unused credit does not rollover.

                                          i.    Termination of the telephone service prior to the end of the contract period will incur a Termination fee of $35.00 and bonus discounts will be forfeit from that date onwards.

d.     Additional five (5) internet hours on a Prepaid Hourly Internet account with Acenet where the telephone service is bundled with the internet service for a twelve (12) month contract; excepting where either account is already subject to existing bundle or contract then all services will be contracted for the greater period.

e.     Bonus hours on any Standard block of hours purchased on a Prepaid Hourly Internet account with Acenet. Bonus hours are available on the following standard blocks of hours;

                                          i.    25 hours for $33.00 receives 5 Bonus hours.

                                         ii.    50 hours for $55.00 receives 10 Bonus hours.

                                        iii.    100 hours for $88.00 receives 20 Bonus hours (when available).

5.     Bonus discounts will be forfeit if payment is not received within fourteen (14) days.

6.     If payment has not been received within thirty (30) days after the bill is emailed out, the service(s) may be suspended at AcePhone’s discretion. Reconnection of services may take up to two (2) business days and may incur a reconnection fee.

 

Qualifying Internet accounts are:

-       Dial Up accounts including Prepaid Hourly and Unlimited Dialup

-       ADSL Broadband accounts excluding HiSpeed Broadband accounts, 1500K/256K and Open connection speeds with 15 GB download limits and any ADSL Broadband account with 30 GB download limit.

-       Web Hosting accounts excluding free Hosting services (e.g. Community Hosting accounts).

Acenet reserves the right to make the final decision as to whether an Internet account qualifies.

 

Connection Fees for New Telephone Services

A Connection Fee is applicable to all new telephone lines excluding HiSpeed Broadband services, a quote cannot be provided prior to installation and the Connection fee only includes cabling up to the first point in the premises. Additional cabling or labour will be charged separately.

-          Telephone line connection fee: $065.00 (Where a working socket exists from a previous connection and a Telstra technician is not required to visit your premises.)

-          Telephone line connection fee with technician visit: $0125.00 (A previous telephone service existed at your premises and a technician is required to visit your premises to reconnect existing suitable cabling at the distributor and/or the first socket.)

-          New telephone service connection fee: From $0205.00 (Where a telephone service has not previously been connected at your premises [although there may be previously installed cabling to your premises and you may be able to hear a dial tone]; or Telephone line connection with a technician visit requires cabling work.) This amount is a guide only and additional fees may be incurred where the technician is required to complete additional work.

 

Mobile Cap Accounts

 

1.     All Cap accounts are contracted for a minimum one (1) month unless bound by any other offer or agreement specified on the application form or elsewhere.

2.     The Cap accounts Access fee is billed one (1) month in advance and includes credit as specified below. Included credit only covers Standard calls to mobiles and landlines within Australia, Standard text and picture messages (SMS & MMS) within Australia, Voicemail retrieval and up to 60 minutes per month of International voice calls. The Cap Access fee is payable monthly regardless of credit used. Included credit does not carry forward.

 

Plan/Access fee

Included Credit

$45 Cap

$250

$75 Cap

$500

$95 Cap

$1000

$145 Cap

$1500

 

3.     Charges incurred in excess of the included credit and other call charges and services will be billed to the account in arrears.

4.     Mobile services under contract that terminate the account within the contract period will be charged an Early Termination fee. The Early Termination fee is calculated by the sum of the remaining months of the contract times the current Access fee plus the balance of the handset repayment plus any unbilled or billed and unpaid charges due for the mobile service.

5.     The minimum total cost over a twenty-four (24) month contract is set out below, excluding any handset repayments or costs.

$45 Cap – Included Credit $250 – Minimum total cost on 24 month contract $1080.00.

$75 Cap – Included Credit $500 – Minimum total cost on 24 month contract $1800.00.

$95 Cap – Included Credit $1000 – Minimum total cost on 24 month contract $2280.00.

$145 Cap – Included Credit $1500 – Minimum total cost on 24 month contract $3480.00.

6.     Any mobile handset cost is additional to the Cap Access fee and will vary depending on the model and brand selected. Handset cost may be repaid over a period up to twenty-four (24) months to AcePhone approved applicants only and will extend the contract on the Cap account to the agreed repayment period.

7.     The SIM card remains the property of AcePhone at all times and must be handled with care. If the SIM card is damaged or lost a Replacement fee of $25.00 will be applicable and a new SIM card will be provided. If the account is terminated for any reason the SIM card must be returned to AcePhone immediately.

8.     The Voicemail service is provided by default, calls to retrieve messages are charged at 10c per 30 seconds.

9.     Standard SMS and MMS are charged whether or not the message is successfully delivered to customers on an Australian mobile digital network. International SMS and MMS are charged whether or not the message is successfully delivered to customers connected to the GSM network of a participating overseas mobile carrier.

10.  International Direct Dial (IDD) is automatically activated on all AcePhone Mobile Accounts. Current rates are available on the AcePhone website, www.acephone.net.au and are subject to change without notice.

11.  International roaming is automatically activated on all AcePhone Mobile Accounts.

12.  AcePhone will email out the telephone services bill in PDF format. Bills sent by other means including Facsimile or Post will incur a fee of $11.00 per bill.

13.  Automatic payment by Credit Card or Direct Debit will be processed four (4) days after the bill is emailed out or where necessary the next business day. Payment for telephone bill must be received within fourteen (14) days of the billing date else an Administration fee will be charged, currently set at $11.00.

14.  Bonus discounts will be forfeit if payment is not received within fourteen (14) days.

15.  If payment has not been received within thirty (30) days after the bill is emailed out, the service(s) may be suspended at AcePhone’s discretion. Reconnection of services may take up to two (2) business days and may incur a reconnection fee.

16.  To terminate the account, whether the service is ported to another carrier or terminated, written notice must be provided thirty (30) days in advance. If outside of contract, a Termination fee of $11.00 is applicable.

 

VoIP Accounts

 

1.     The customer may nominate the day of the month (default 7th) that their bill will be generated unless a prior telephone account is already in place.

2.     AcePhone will email out the telephone services bill in PDF format. Bills sent by other means including Facsimile or Post will incur a fee of $11.00 per bill.

3.     Automatic payment by Credit Card or Direct Debit will be processed four (4) days after the bill is emailed out or where necessary the next business day. Payment for telephone bill must be received within fourteen (14) days of the billing date else an Administration fee will be charged, currently set at $11.00.

4.     If payment has not been received within thirty (30) days after the bill is emailed out, the service(s) may be suspended at AcePhone’s discretion. Reconnection of services may take up to two (2) business days and may incur a reconnection fee.

5.     The customer will be provided with an AcePhone number. Only other customers of AcePhone (or participating networks) will be able to use the AcePhone number to contact the customer. Traditionally PSTN services will be unable to dial an AcePhone number.

6.     AcePhone is able to provide a local telephone number (referred to as Local VoIP Number) for the locations listed below for an additional fee of $9.95 per month.

Available locations for Local VoIP Number’s: Brisbane, QLD – Sydney, NSW – Melbourne, VIC. Customer must be within the standard zone unit to obtain a Local VoIP Number for that area.

7.     AcePhone will make every effort to keep the VoIP available at all times but makes no guarantee that the service will be operational at all times.

8.     The customer may use the VoIP equipment of their choice but accepts that AcePhone will not provide technical support or assistance with setup.