Terms and Conditions
All services are provided by WPM4L Pty Ltd, Trading as AussieVoIP (ABN 92 109 179 759)
check_circleAcceptable Use Policy
We have the right to suspend or discontinue service generally, or to disconnect your service, at any time. In addition we reserve the right to immediately disconnect your service at any time without notice.
Disconnection of your service may occur in the following circumstances:
- Unlawful or Inappropriate Use – If we determine that you have used our service or the provided device for an unlawful or inappropriate purpose. If we determine that the use or content does not conform to the requirements in this agreement or that it interferes with our ability to provide service to you or others.
- Non-Payment – If any charge to your payment method is declined or reversed, your payment method expires and you have not provided us with a valid replacement payment method, or in case of any other non-payment of account charges.
- Violation of Laws of Jurisdictions – If we determine that you have used our service or your device in violation of laws of jurisdictions outside of our service areas.
- Inconsistent Usage – If we determine that your use of the service, features, or the device is, or at any time was inconsistent with the normal inbound or outbound usage patterns for the type of service or plan that you have purchased.
- Tampering – If we determine that you have tampered with your device. In this instance we also reserve the right to charge you the full purchase price of any device provided to you for use with the service under a “special offer” scenario.
Our action, or inaction, under this section, does not constitute any review, or approval of your action, or use, or content.
This is a statement regarding how we handle complaints at AussieVoIP. Customers have a right to complain. We aim to make our complaints handling process fair, transparent, quick, effective and low cost or ideally, free. In rare cases we may recover our costs, for example if you request access to customer information collected more than two years ago. If any such charges apply we will inform you of these and seek your express agreement to continue.
Our complaints process is designed to comply with the Telecommunication Consumer Protection Code and we strongly encourage you to try and resolve issues with us in this way, although you are not obligated to use the process. Our complaints policy in no way limits your legal rights. You are always entitled to take independent action to enforce your rights, including seeking external review from the Telecommunication Industry Ombudsman.
Responsibility for our compliance with the complaints process lies with our Chief Executive Officer.
The Complaints Process
Complaints are different from ordinary helpdesk tickets although you may lodge both a helpdesk ticket and a complaint in relation to the same incident. Although complaints are different from ordinary Helpdesk tickets, we try to use similar processes to avoid confusion.
When you get in touch with us to make a complaint, we will try to resolve your complaint 'on the spot'. We will make a record to track your complaint and give you the number so you can easily follow up on the complaint.
If we are unable to resolve your complaint immediately, we will get back to you with a proposal on how to resolve your complaint as soon as possible, or in all but the most extreme cases, within 15 working days. If the delay is more than 10 days we will give you further information about your options for external dispute resolution.
Once you have agreed to the proposed resolution we will take steps to implement the agreed resolution within 10 days, unless you agree otherwise or you have not done something that we require you to do in order to proceed with implementing the agreed resolution.
How to contact us
Customers wishing to lodge a complaint should do so via the support system, or, via phone. For all methods of contact other than by phone, we will acknowledge having received your complaint within 2 business days. Note that any phone call will be billed at ordinary rates.
Preparing your complaint
We can help with formulating, lodging and progressing your complaint if requested. You may also appoint an Authorised Representative or Advocate to complain on your behalf in accordance with our Representative Policy.
How we handle complaints
When you make your complaint, the person you speak with will identify themselves to you. They will try as best as possible to resolve your complain 'on the spot', although this may not always be possible for example, because records have to be reviewed or enquiries made with other staff.
Our objective is that if we cannot resolve a complaint when you first contact us, we will resolve it within 15 working days. In extreme cases, where a resolution isn’t possible within that timeframe, we’ll advise you of the expected timeframe for a resolution (where possible) and the reasons why the resolution has been delayed as well a your options for external dispute resolution.
How we review complaints
In order to minimise complaints and ensure that we are dealing with complaints appropriately we make records when we receive a complaint. We will regularly review these records internally to ensure that outcomes are satisfactory and identify any recurring or emerging issues which require special attention.
Review by senior staff
If you are dissatisfied in the way in which you complaint is handled in the first instance you may always request the person attending to your complaint to escalate it to their manager for review. We endeavour to ensure that those involved in the original handling are distanced from the review where possible.
If your complaint is urgent, for example because you are a financial hardship customer and the subject matter of the complaint substantially contributes to or aggravates the financial hardship or disconnection of your service is imminent you should notify the person you are dealing with so that the resolution of your complaint can be prioritised. If you complaint is an urgent complaint we will endeavour to propose a resolution for your complaint within 2 working days or advise you of the expected timeframe and any options for external review if we cannot propose a resolution within 2 working days.
We believe that our internal complaint resolution is the quickest, most effective way to resolve complaints. If, however, you are not satisfied with our review of your complaint or the way we have handled it, you may request review from the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent way to seek external review of how we have handled your complaint and we will never cancel a service just because an external dispute resolution scheme has been employed.
The TIO will not review a complaint unless you have made a genuine attempt to resolve the matter with us prior to contacting them. The intention of the scheme is that we try to resolve the issue before it is taken to the TIO. This means you will need to speak with us to attempt to resolve your complaint, but you do not need to go all the way through our internal complaints process prior to contacting the TIO.
You can contact the TIO as follows:
Phone: 1800 062 058
Fax: 1800 630 614
groupFair Use Policy
We depend on our Fair Use Policy in circumstances where your usage of 'flat rate' or 'included' untimed call charges that form part of a pricing plan or promotional offer is deemed to be excessive or unreasonable.
We retain the right to vary the terms of the Fair Use policy at our discretion from time to time.
If you, or someone with access to the service,
- use the Service in a way that we could reasonably regard as commercial use, when you are a residential customer; or
- use the Service in a way that we would not regard as being used for ordinary business use, when you are a business customer.
Without restricting what is meant by 'unreasonable’ we will supply the service for the purpose of you making and receiving calls on our network for your personal use.
We will consider unreasonable use of the service to be:
- Using a residential service for business purposes.
- If you use a device that reroutes calls to / from our network or the network of another supplier.
- Wholesale any residential service on our network.
We further consider your use of the service to be unreasonable if you reduce or limit the ability of other customers to access our network as you:
- Engage in the bridging of conference calls on residential packages.
- Use our service to link two or more communication devices together for the purposes of providing a permanent or semi-permanent circuit.
- Use our service for any other purpose than the predominant function of person-to-person voice communication.
Without reducing or restricting our rights under the SFOA, where we consider your use unreasonable we may contact you to discuss changing your plan so that it conforms to this Fair Use Policy.
If, after we have attempted to contact you, your unreasonable use continues, we may:
- Suspend your access to that offer, or
- Suspend or cancel your service immediately, and without any prior warning or notice given to you.
shopping_cartPricing and Refunds Policy
Our pricing is carefully monitored by our staff to provide our customers with the latest competitive prices.
All of our prices are in Australian dollars (AUD) and include GST (Goods and Services Tax) unless otherwise stated. Product prices are dynamically updated by our in-house purchasing system when price changes are received from our suppliers.
If you find a cheaper advertised price somewhere else with the same or equivalent product, email or phone us with the details of the supplier together with prices of the product required and we will endeavour to provide you with a more competitive price.
In the event of Negotiated rates based on higher then normal volume you may be quoted Including or Excluding GST and will be denoted as such in the letter of offer received from us.
We do not normally give refunds if you change your mind or make a wrong decision. This does not remove your statutory rights to a refund or exchange if anything we provide are not of merchantable quality or fitness for purpose.
Your Consumer Guarantees are laid out on the ACCC Website.
AussieVoIP is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including (but not limited to) account creation and service registration, and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to the IPND, and for other legally obligated reasons. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
We do not collect or record this information at all
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
- Third parties where you consent to the use or disclosure; and
- Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
AussieVoIP will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
This Policy may change from time to time and is available on our website.