1.       General Terms20

a.       AlphaCall Telecommunications Home Phone service is available to approved residential customers switching their local and long distance calls to AlphaCall Telecommunications and is subject to AlphaCall Telecommunication’s normal credit assessing processes and policies.

b.       AlphaCall Telecommunications Home Phone service is not available to Optus Cable or Orange customers.

c.       Access fees are charged from the date of connection and one month in advance every month.

d.       To remain eligible for any AlphaHome Service Plan a customer must maintain their long distance service with AlphaCall Telecommunications.

e.       Your account may only be in one name. If you have the account in more than one name AlphaCall Telecommunications may at its discretion, transfer the account to one only of those names.

f.        We may vary your agreement at any time including our fees and charges, promotions and services.

2.       Accessing the Service

a.       We aim to ensure that you can receive your service promptly, however we do not promise specific timeframes. In many situations provisioning your service relies on our Network Provider completing work on our behalf. Such situations include:

b.       Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

1.       Activation and disconnection of service or related service such as messaging and data

2.       Fault Repair and general engineering and technical support

3.       Barring and suspending service

4.       Transfer or porting of a service number

5.       Billing records

c.       AlphaCall Telecommunications Home Phone service is a residential product and is not available to business customers. On transferring or connecting your service to AlphaCall Telecommunications you are promising us that you are not a business customer and agree to tell us immediately if you become a business customer. If you should be treated as a business customer, we can cancel your service or pass on to you the applicable Business Rates charged by Telstra

3.       Quality of Service

a.       We aim to provide a high quality, continuous, fault free service, however we do not promise to do so. Equipment, climatic, geographic and network issues may affect quality of service. We will work with our Network Provider and relevant third parties where possible and relay to them the issues and problems raised by our customers.

4.       Customer Service Guarantee - Residential Customers

a.       We have certain obligations under legislation to provide a specific standard of performance in the areas of:

1.       Connecting a standard telephone service

2.       Repairing a fault or service difficulty

3.       Attending appointments with customers

b.       We will take all reasonable steps to ensure that we meet these obligations. We do however rely on our Network Provider to deliver these services on our behalf.
In certain circumstances you may be entitled to compensation for a failure to deliver to the levels required. These circumstances do not include the following situations where:

1.       You make or agree to alternative arrangements

2.       We offer to supply an interim/alternative phone service; or

3.       There are circumstances beyond our control

c.       To find out more about the customer service guarantee visit the Australian Communications Authority website www.aca.gov.au. If you believe that you are entitled to compensation call our Customer Service Number on 1300 730 703. We will investigate and if applicable, credit your account as soon as possible.

5.       Charging Principles

a.       We will bill you for calls, access fees and other charges on a monthly basis.

b.       Access fees and rental charges will be billed one month in advance.

c.       A new number fee applies if you do not transfer your existing phone number to AlphaCall Telecommunications.

d.       Timed call prices quoted are per minute & include GST.

e.       AlphaCall Telecommunications reserves the right to change, alter or withdraw offers and prices at any time without notice.

f.        Timed calls are billed in 1 second increments plus 25 cents connection fee per call.

g.       Bill must be paid in full by the due date to obtain any discounts.

h.       A minimum 6 month contract applies to AlphaSpeed, AlphaPower.

i.         If the line rental component of your package is cancelled at any time, charging for any mobile or internet products associated with your package will revert to the standard AlphaCall Telecommunications pricing for the stand alone product.

j.        If any mobile or internet products associated with your package is not used in any month the full package price will continue to be charged.

k.       Line rental and associated equipment and service charges provided by our wholesale provider are subject to change without notice.

6.       National Capped Calls

a.       The calls must start after 7pm and end before midnight. Capped national rates apply to the first hour of each call. Standard national rates apply up to the capped rate and after the first hour. Offer excludes calls to mobiles.

7.       Bonus SIM Card Plan

a.       AlphaCall Telecommunications reserves the right to terminate the bonus SIM Plan if no calls are made over any 6 month period. Cancellation fees apply for any existing mobile contractual obligations.

8.       Special Rates and Discounts

a.       Line rental and preselection (long distance and calls to mobile) must be maintained for the duration of the line rental component of the home phone plan.

9.       Faults

a.       Faults with your service can be reported on 1300 730 703 Monday to Friday between 9am and 6 pm (EDST) and between 9 am and 2 pm (EDST) Saturdays. We will take all reasonable steps to ensure that your fault is attended to quickly. We do however rely on the services of our Network Provider to deliver these services on our behalf.

b.       The timeframe in which your fault will be attended to depends on when it is reported, your location, any physical, security or access impediments and the nature of the fault. Where your service is faulty you may (if available) divert your service to another number from your service.

c.       Charges for faults and repairs will be based on our Network Providers fees and charges. We may charge you for faults and repairs that in our or our Network Providers opinion are caused by you. Unless otherwise agreed you will be responsible for diversion charges from your service to another number. Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service

10.    Appointments

a.       In certain circumstances we will set appointments with you to provide customer support at your premises (or the site of the service). We will take all reasonable steps to ensure the appointment is met; however, we do rely on our Network Provider to deliver these services on our behalf. You must provide us with safe access to your premises. If you do not own your premises, you must obtain the owner's permission for us to access the premises.

b.       Charges for customer support appointments at your premises will be based on the service network's fees and charges. Charges will apply depending on the nature of work being performed. Charges will apply if you are not in attendance to provide access to the premises or cancel an appointment once it has been arranged with our Network Provider. Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

c.       To change an appointment please call our Customer Care number 1300 730 703 at least 24 hours prior to the appointed time

11.    Service Numbers

a.       We will provide you with a choice of up to 10 numbers (when available) when moving or connecting a new service. You may change your number at any time provided it is swapped to a previously unused number.

b.       An administration fee will apply for a service change of number.

12.    Enhanced Services

a.       We offer a number of extra services that enhance the AlphaCall Telecommunications home phone service for example:

1.       MessageBank

2.       Calling Number Display

3.       Multiple Number

4.       Duet – Phone and Fax

5.       Call Forward – Selected Callers

6.       Call Forward – Set the Time

7.       Call Control

8.       Abbreviated Dialing

9.       Smart Ring

b.       We do not offer all of the enhanced services offered by Telstra. To confirm if a specific enhanced service is available for resale through AlphaCall Telecommunications, please contact 1300 730 703.

13.    Directory Listings

a.       Directory Listing allows you to have your AlphaCall Telecommunications home phone number listed in the White Pages (hard copy and online), along with your name and address details. Your details are automatically added to the White Pages Directory when you connect your phone service with us. We will provide a standard directory listing for your service number. Only basic modifications will be accepted for the standard directory listing. No listings are available for Multi-number and Fax Duet services. We do not provide Yellow Pages or commercial directory listings. Your number can be listed as silent.

14.    Silent Line

a.       With a silent line, we will not list your name, address or telephone number in the White Pages telephone directory, White Pages Online directory, White Pages directory on CD and Electronic White Pages service. We will also not disclose your telephone number through directory assistance. You will be charged a monthly fee for a Silent Line as listed in our Fee and Charges Schedule.

15.    Local Number Portability (Transfers)

a.       Local Number Porting refers to the transfer of a standard telephone service number (for example, a home phone service) between service providers. Local Number Porting includes transfers between Telstra and its service providers and between Telstra and other carriers. We will not knowingly port any service number in or out without the permission of the account holder. We will fully comply with the relevant industry codes with respect to the completion of the porting process. Ports may be rejected through the porting process for a variety of reasons and you may request an investigation of a port rejection. We will endeavor to process port requests at the time requested by you; however we are unable to promise a cut over time. If you are porting you should be aware that:

1.       Cancellation of existing service services/plans may incur administration fees from your current provider;

2.       Your new provider may not be able to offer all of the enhanced services of your current provider; and

3.       Any transactions stored on the existing service network such as MessageBank messages will be lost.

b.       A standard port fee may apply for numbers porting out of AlphaCall Telecommunications. We are unable to provide credits for service numbers ported to us where outstanding contracts exist with prior providers. If your current supplier charges or credits us with any amount concerning services provided before the date of transfer, we will credit or charge that amount to your account accordingly as soon as practicable. In the event that you transfer from us prior to the expiration of the minimum term of your plan you will be liable for any outstanding fees and charges and plan cancellation fee.

c.       You do not need to contact your existing service provider if you wish to port your existing service to AlphaCall Telecommunications. Contact us to initiate the transfer process. We require specific authorization to initiate a port (customer authorization). This may be via written application, recorded call or electronic signature/acceptance. If you believe a port took place without your consent, you may request a port reversal by calling our Customer Service number 1300 730 703 for assistance

16.    Home Phone Equipment

a.       We do not offer rental or sale of any new equipment to support your AlphaCall Telecommunications Home Service however we will continue to maintain any existing Telstra equipment currently covered by an equipment rental plan for as long as they are offered to customers. You have to maintain and repair any equipment that does not belong to us and is in your premises and do any maintenance and repairs that we ask you to do. You must only connect equipment that complies with relevant technical standards and other relevant requirements. For these standards see the Australian Communication Authority's website at: http://www.aca.gov.au.

b.       You are responsible for all costs associated with obtaining, using and maintaining the required equipment. Where your equipment causes a fault in your service we can charge you a call out fee and our reasonable charges for rectifying the fault.

17.    Customers with Existing Phone Equipment Currently Covered by an Existing Rental Plan

a.       You are responsible for the use, maintenance and safety of all rental equipment. Specifically you must:

1.       keep the rental equipment in a safe and protected environment and within your control;

2.       comply with all guidelines for use and maintenance of the rental equipment;

3.       only attach to the rental equipment attachments that meet Australian Communication Authority compliance standards;

4.       not deface, change, modify or repair the rental equipment;

5.       tell us immediately if the rental equipment does not work or becomes faulty;

6.       obtain our consent before any rental equipment is taken from the address shown in our records;

7.       return the rental equipment to us at one of our collection locations when the rental is cancelled;

8.       return the rental equipment to us in good working order; and

9.       tell us immediately if the rental equipment is lost or stolen.

b.       In addition to the applicable access fee for your plan a monthly rental charge will apply for all rental telephones and additional equipment.

18.    Rental Equipment - Faults and Repair

a.       If any equipment that is covered under a rental equipment plan is faulty (including faulty parts), you should call us and we will replace the equipment (or faulty part) by having you collect it from one of our collection points or by having it installed by one of our technicians. We do not charge you to replace rental equipment or parts where the fault is caused by a design or manufacturing defect or fair wear and tear.

b.       Fair wear and tear does not include damage caused by your error, misuse, omission, negligence or fault, vandalism, accident or loss.

c.       We will charge you to replace rental equipment or parts where:

1.       the fault is not caused by fair wear and tear or a defect in design or manufacture; or

2.       the fault is caused by unauthorized maintenance work, power failure or fluctuation, air conditioning or humidity control, electrostatic or electromagnetic interference, use in an unusually harsh environment (such as extreme temperature or humidity), operation outside of specifications or without due regard to manuals, user guides or other relevant documents; or

3.       the fault is caused by a fault in your cabling or other equipment attached to the rental equipment (other than attachments to the rental equipment that meet Australian Communication Authority compliance standards); or

4.       you ask us to do repairs outside of business hours.

d.       If we supply you a rental telephone with our or the service network's brand on it, and you suffer loss or damage because it is not of merchantable quality, then we will replace it.

e.       You indemnify us against (and must pay us for) any injury, loss or damage a third party suffers because of your negligent use of our rental equipment.

f.        No charge will apply if you collect your replacement rental telephone or part from one of our collection points, however charges will apply for courier deliveries and technician inspections and installments.

g.       You must pay us for any loss or damage we suffer if the rental equipment is damaged, destroyed, lost or stolen.

19.    Rental Telephones - Cancellation and Returns

a.       You can cancel your rental of any rental equipment at any time. We will cancel your rental charges once you have delivered the equipment to one of our collection points.

b.       We do not charge for returned rental equipment unless the equipment is found to be damaged, defaced or faulty due to your actions.
If you refuse to return any rental equipment, or cannot (for example, because it has been lost or stolen), we will charge you for the unreturned item.

c.       To cancel or return rental equipment call our Customer Service number 1300 730 703.

20.    Your Premises

a.       You must ensure that any equipment supplied to you, facilities and connections used in providing the services, are not altered, maintained, repaired or connected to or disconnected from any power source or line except by a person approved by us or our agents.

b.       Where we ask you to, you have to maintain and repair any equipment (that impacts on a service) that does not belong to us and is at your premises and do any maintenance or repairs that we, or our Network provider, ask you to.

c.       You have to arrange and pay for any electricity supply needed for a service at your premises.

d.       You must provide us with safe access to your premises. If you do not own your premises, you must obtain the owner's permission for us to access the premises.

e.       If you do not disconnect your service when you leave your premises, you will be responsible for any use of the service by later occupants or others. We recommend you consider taking measures to protect yourself from unauthorized use of your service. If we have recovered any monies from another person for such use we will refund this to you.

f.        You are responsible for the costs of maintaining your equipment, whether rented from us or not, at your premises.

21.    Home Phone Premium Service Credit Restrictions

a.       We apply a restriction on access to premium services such as 1900, 190 etc numbers until a successful payment record has been established. An advance payment of $250 which will be held for a minimum of 6 months will be required to provide premium services if you have not established a successful payment record. This payment may be applied against your fees and charges.

22.    Unusual or Excessive Activity

a.       We aim to monitor activity on your service, however we do not promise to do so. If we identify excessive use or unusual call patterns we may, temporarily, suspend your service. If we do so we will endeavor to contact you via an appropriate contact method. We may require an advance payment before your service is restored. Use of your service is your responsibility. You should not rely on us to contact you or to suspend your service in the event of excessive or unusual use.

23.    Collections

a.       Each month we will charge your nominated direct debit facility for the amount you owe, including your access fee and all applicable fees and charges, If your direct debit facility is not able to honor payment on due dates, we may suspend your service until payment is received.

b.       Where you do not pay your invoices on time a late payment fee may be payable. If a service is disconnected for non-payment before full payment of any outstanding accounts is received, a reconnection fee will be charged.

c.       If we are unable to collect overdue amounts from you we reserve the right to recover arrears from you. We may do so through a mercantile agent or through legal means.

d.       We will as a matter of course lodge a default with a credit bureau where payment has not been received within 61 days of the due date. Where recovery action is taken we reserve the right to charge you costs of recovery. These include all costs arising out of the default including, but not limited to late payment fees, plan cancellation fees and mercantile agent fees.

e.       Should your credit bureau file contain information lodged by us that is proven to be in error, we will correct this for you at our cost.

f.        To lift restrictions on some services before your first payment to us, an advance payment may be required. If you have made an advance payment it will be credited towards your next bill.

g.       If you are experiencing difficulties paying your bill, you may apply to enter into a payment arrangement with us. This is an agreement between you and us, whereby you agree to pay the outstanding amount and any future amounts where applicable. Generally payment arrangements will only be agreed with the account holder, however we will allow service users to record with us their direct debit facility for the processing of the payments.

h.       Payment arrangements are available for limited periods, which will be specified by us upon successful application.

i.         You must apply to enter into a payment arrangement a minimum of 3 working days prior to the due date on your bill. The first payment within a payment arrangement must be within 10 working days of the payment arrangement being agreed.

j.        We reserve the right to cancel a payment arrangement without notice if the agreed terms are not met; in this event we may attempt to debit overdue amounts immediately.

k.       To avoid incurring a late payment fee call our Customer Care number 1300 730 703 at least 3 working days prior to your bill due date.

24.    Fees and Charges

a.       Connection Fees 

Connection Type	Charge (incl. GST)	Criteria For Charging
Telephone line connection   First and Additional Connections	$59.00	A working telephone socket exists from a previous connection and a technician is not required to visit your property or premises.
Telephone line connection with a technician visit   First Connection   Additional Connections	$125.00   $75.50	A previous telephone service existed at your premises and one of our technicians is required to visit your property or premises to reconnect  existing suitable cabling in the following places:   For Home services: at the distributor and/or the first socket;   For business services: at the main distributor frame or first socket where no main distributor frame exists.
New Telephone Line Connection   First Connection   Additional Connections	$209.00   $159.50	A new connection of a telephone service at your premises OR Where a previous telephone service existed at your premises and one of our technicians is required to visit the premises to install and/or work on the cabling:   For Home services: up to the first socket in the premises;   For business services: up to the main distributor frame or first socket where no main distributor frame exists
Network Extension Charge	$28.60     $1,540.00	For each 500 metres of cable (or part thereof) beyond the first 500 metres.   Maximum Network Extension Charge

b.       Fee-For-Service Charges – we charge you the following charges, for each person engaged to do other work for you in addition to our connection and/or repair and maintenance obligations.

	Charge (incl. GST)
Attendance charge   Between 8am and 5pm M-F (except public holidays)   All other times	$66.00     $242.00
Labour Charge – for each 15 minute block or part thereof   Between 8am and 5pm M-F (except public holidays)   All other times	$22.00     $33.00
Materials Charge	You will be charged for any materials used.

c.       Service Transfer – You must pay us the telephone line connection charge if you are accepting a transfer of an existing Telephone Service from another customer.

d.       Change of Phone Number 

	Charge (incl. GST)
First Number	$37.40
Each Additional Number	$18.70

e.       Rental Phones 

	Charge (incl. GST)
Each standard rental telephone	$3.00 per month
Each calling number display handset	$6.00 per month
Each EasyChat cordless telephone	$5.50 per month

f.        Special Call Charges 

	Charge (incl. GST)
13/1300 calls	$0.25 per call
1800 calls	No charge

g.       Other Charges 

	Charge (incl. GST)
For each unreturned item or rental equipment.	$20.00
For each unreturned Calling Number Display telephone	$66.00
Copy of Bill	$5.00 per copy

25.    Connections Timeframes

a.       Any connection order placed with our call center after 5pm (EDST) will be treated as if it had been requested the following working day.

b.       In-place Connections are where there has been a recent working connection at the address; no technician is required to visit the premises. We aim to connect all in-place connections within 2 working days after your request.

c.       New Connections are where the there has been no recent connection or any connection in the past. A technician is required to visit the premises to install the line.

1.       In Urban areas - Within 5 working days after request

2.       In Rural areas - Within 10 working days after request

3.       In Remote areas - Within 15 working days after your request

4.       OR at a later date if you request or agree to this 

26.    Where We May Refuse to Connect

a.       If the request is at and unusual location e.g. underground mine, drain, tower;

b.       Where connection at this location is thought to be unsafe or unreasonable;

c.       Where there is no state/territory or local government planning approval.

27.    Repairs Timeframes

a.       Faults reported outside of working hours (9am - 6pm EDST, working days) will be treated as if they had been reported the following working day.

b.       We aim to repair a Basic Telephone Service within the following timeframes:

1.       Where we can repair a Basic Telephone Service without external or internal plant work or the need to attend your premises – within one working day;

2.       Where the fault is that a Basic Telephone Service has been incorrectly disconnected because of an administrative error – within one working day;

3.       Where a Basic Telephone Service is in an urban area – within one working day;

4.       Where a Basic Telephone Service is in a major or minor rural area – within two working days;

5.       Where a Basic Telephone Service is in a remote area – within three working days.

c.       Faults requested to be fixed outside of these normal working hours may be charged a fee for service charges.

d.       We can charge you for repairing a fault; if it is caused by something you or someone else using your service does (willfully or not) recklessly or negligently.

e.       We give priority to repairing a fault outage affecting a number of customers.