WHAT YOU NEED TO KNOW – INFORMATION ABOUT OUR SERVICES
WHAT YOU NEED TO KNOW
– INFORMATION ABOUT OUR SERVICES –CONTENTS
- MANAGING YOUR SPEND
- YOUR NETWORK
- PAYING US
- HARDWARE AND Warranties
- DEALING WITH US
- FEEDBACK and COMPLAINTS
We hope the information below will assist you with the use of our services.
1. MANAGING YOUR SPENDUsage notifications:
If you are a residential customer, we will help you control your spend by providing you with notifications via email when you reach or approaching 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 one week of youractual usage.Other ways of managing your spend:
There may be other ways of keeping your spend on track, such as barring more expensive numbers. 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)|
2. YOUR NETWORK
Your service is provided using the Optus network. 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/building 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.
3. Paying USYour bill:
We will bill you monthly and when your bill is determined, it will be emailed to you so that you can confirm your bill on our website.
You can pay your bill free of charge via debit card, direct debit, credit card or Internet banking.
Our financial hardship policy is available here: ‘Financial Hardship Policy’
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: “Appointment of Authorised Representative Form”
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: “Complaint Handling Process”