Policies

Our Terms and Conditions include the following
which we invite you to download:

TERMS AND CONDITIONS

CONNECT TECHNOLOGY AUSTRALIA GENERAL TERMS AND CONDITIONS Connect Technology Australia will supply you with telecommunications services (“Services”) on the terms and conditions set out below. Words not defined in these terms and conditions have the same meaning as in the Telecommunications Act 1997. 1. Our contract with you 1.1 As a customer of Connect Technology Australia these terms and conditions form the basis of our contract with you. 1.2 Our contract with you also includes your application or order form which you complete and provide to us. We may accept and rely on a facsimile copy of the application or order form as if it was an original. You will be bound by a facsimile copy of the application or order form as if it was an original... General-Terms-and-Conditions
CONNECT TECHNOLOGY AUSTRALIA CUSTOMER COMPLAINT HANDLING POLICY 1. Introduction At Connect Technology Australia we are committed to providing our customers with the best products and service. This policy details how Connect Technology Australia handles customer complaints in relation to our products and services. This policy is compliant with the ACIF Industry Code on Complaint Handling. 2. Your legal rights Nothing in this policy limits or detracts from your rights under the Standard Terms and Conditions, the Telecommunications Act, the Trade Practices Act or any other laws. You do not have to follow the complaint handling procedures in this Statement; you can choose to take independent action to enforce your rights. However we believe that our complaint handling procedures will provide a quick and effective resolution of your concerns and difficulties... Complaint-Handling-Policy
CONNECT TECHNOLOGY AUSTRALIA CUSTOMER SERVICE GUARANTEE FOR STANDARD TELEPHONE SERVICES Connect Technology Australia is committed to achieving customer service excellence. Connect Technology Australia complies with the legislated requirements outlined in the Telecommunications (Customer Service Guarantee) Standard 2000 (“The CSG Standard”) and issued by the Australian Communications and Media Authority (ACMA). The CSG Standard specifies certain requirements to which service providers such as Connect Technology Australia and its suppliers must adhere in relation to the provision and repair of Standard Telephone Services and appointments related to these activities. What types of services are covered by the CSG standard? The CSG Standard applies to all telephone companies offering fixed line services and covers the Standard Telephone Service (STS) and five specified Enhanced Call Handling Features. These features are: • Call Waiting – enabling a customer to receive a second call on a telephone service while engaged on a call; • Call Forwarding – causing a call directed to a number to be redirected to a stored number... Customer-Service-Guarantee
AUSTRALIAN TELEPHONE NETWORKS FAIR USE POLICY This Fair Use policy applies to Connect Technology Australia Services. It is important to Connect Technology Australia that all eligible Connect Technology Australia customers are able to access our Services. Accordingly, We have devised a Fair Use Policy which applies to: (a) usage of Connect Technology Australia Services and Plans; and (b) any promotions or Services which are advertised by Connect Technology Australia as subject to the Fair Use Policy (“Fair Use Promotions”). We reserve the right to vary the terms of the Fair Use Policy from time to time. Connect Technology Australia may rely on the Fair Use Policy where: (a) your usage of Connect Technology Australia Services is unreasonable; or (b) your participation in a Fair Use Promotion is excessive or unreasonable, as defined below. Unreasonable Use It is unreasonable use of Connect Technology Australia Services where your use of Connect Technology Australia Services is reasonably considered by Connect Technology Australia to be excessive, fraudulent or to adversely affect the Connect Technology Australia Network or other Connect Technology Australia customers’ use of or access to a Connect Technology Australia Service or the Connect Technology Australia Network.... Fair Use Policy
CONNECT TECHNOLOGY AUSTRALIA FINANCIAL HARDSHIP POLICY Financial hardship Financial hardship involves a situation where a person is unable, for reasons such as illness, unemployment or another reasonable cause, to meet their financial obligations to us, however they reasonably expect to be able to do so with an adjustment to their payment and / or service arrangements. If you wish to claim financial hardship and adjust your payment / service arrangements, please contact us. There are no charges associated with this service. Each situation will be assessed on a case by case basis. Our financial hardship policy The purpose of this policy is to ensure that if we have customers who are experiencing financial hardship, we can work with them to pay their account over time whilst maintaining ongoing access for them to some telecommunications services. Definition Financial hardship involves a situation where a person is unable, reasonably, to meet their financial obligations to us under their contract... Financial-Hardship-Policy
CONNECT TECHNOLOGY AUSTRALIA Financial Hardship Policy Summary The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed. Contact us We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 1300 935 138 if you would like to discuss any Financial Hardship matters with us. You can do so from 9am – 5pm AWST. The process When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents such as: •A statutory declaration or official written communication from a person or support group that is familiar with your circumstances... Financial-Hardship-Policy-Summary
CONNECT TECHNOLOGY AUSTRALIA NETWORK FAULT RESTORATION OVERVIEW Connect Technology Australia Fixed Services (PSTN, ISDN 2, ISDN 10/20/30) are a resale of Telstra’s Fixed Line Network. Fault restoration, maintenance and repair are controlled and managed by Telstra’s Fault Management Team. Connect Technology Australia has live access to Telstra Fault Reporting Systems, enabling us to immediately log faults to Telstra and with the same level of service you can expect to receive from Telstra directly. An overview of the Fault Restoration time frames and policies for Escalation and Priority Assistance are outlined below for the various products provided through Connect Technology Australia. PSTN Service (Basic Telephone Service) You can report faults on your Basic Telephone Service to Connect Technology Australia 24 Hours a Day / 7 Days a week... Network-Fault-Restoration
CONNECT TECHNOLOGY AUSTRALIA PRIVACY STATEMENT Introduction This privacy statement applies to all business activities of Connect Technology Australia and its related and trading entities, including its website www.connecttechnology.com.au; to the extent that they affect or involve the collection, use, disclosure or handling of personal information. Protecting Your Privacy Connect Technology Australia is committed to providing you with the highest levels of customer service. This includes protecting your privacy. Connect Technology Australia is bound by the Commonwealth Privacy Act 1988, which sets out a number of principles concerning the protection of your personal information. Set out below is information that Connect Technology Australia is required to communicate to its customers. Connect Technology Australia recommends that you keep this information for future reference.... Privacy-Policy
CONNECT TECHNOLOGY AUSTRALIA REGULATORY COMPLIANCE STATEMENT Connect Technology Australia operates within a complex regulatory environment but remains committed to keeping you informed about key protection measures that exist within the telecommunications industry. Some of these measures include, your right to Priority Assistance if you have a life threatening medical condition, through to information on the Customer Service Guarantee. At Connect Technology Australia we know that our success depends on the service we provide our customers. The Public Affairs section is responsible for managing and communicating relevant and interesting information regarding the telecommunications regulatory environment. Take the time to browse through it. If you need further information on anything contained here please contact us. Billing Connect Technology Australia is committed to providing our customers with clearly understood, accurate, timely and complete bills and billing related information. Connect Technology Australia has legal and regulatory obligations when it comes to: • receiving billing information • what’s in your bill.... Regulatory Compliance
C628:2012 Telecommunications Consumer Protections Code First published as C628:2007 Note: Due to an incorrect reference in clause (d) under Chapter 8 Rules, this clause was deleted and clause 8.1.1(a)(ii)B was amended on 9 July 2012. Communications Alliance Ltd ACN 078 026 507 (Communications Alliance) was formed in 1997 to provide a unified voice for the Australian communications industry and to lead it into the next generation of converging networks, technologies and services. Disclaimers 1. Despite anything contained in this Industry Code: (a) Communications Alliance disclaims responsibility (including where Communications Alliance or any of its officers, employees,.... TCP-CJuly12
CONNECT TECHNOLOGY AUSTRALIA COMPLAINT HANDLING PROCESS – SUMMARY Our principles 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. We strive to solve any problems you may have during your first contact 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. 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...... Complaint-Handling-Policy