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Terms and Conditions

  1. General
  2. Copyright
  3. Fair Use
  4. Manual Override
  5. Pre Selection Long Distance
  6. Line Rental
  7. Mobiles
  8. Broadband Internet ADSL2
  9. NBN
  10. Promotions
  11. Home Entertainment (FlipTV)


1.GENERAL

These terms and conditions contain the agreement between you ("the Customer") and VeeTel Pty Ltd  A.B.N. 39 118 924 146 for the telecommunications services provided. You warrant that you are over 18 years of age and legally entitled to enter into an agreement with VeeTel. Our agreement with you includes these terms and conditions. We will provide you with our current pricing at your request or it can be found on our web site www.veetel.com.au. VeeTel reserves the right to change the terms and conditions without notice.

1.10 Charges/Billing

VeeTel Pty Ltd will send you a tax invoice on a per calendar month basis setting out the Fees due for the Service we have provided to you, all call charges will be rounded up to the next cent. Timed calls are charged in six second increment with a minimum of one minute charge. A flag fall of 38.5 cents applies to all timed calls. Local and 13/1300 calls are not itemised, they are listed as the number of units made during the calender month. Itemisation of Local and 13/1300 incurs and administration fee of $5.00 per month. All prices are inclusive of GST and are subject to change without notice. The initial month of billing will be pro-rated from the date you connect till the end of the calender month plus one month in advance for all Line Rental, Internet and service charges. Any payments made through Australia Post will incur an additional charge of $3.30 per transaction. We will charge you an administration fee for additonal bill reprints $5.50 per billed invoice. You agree to pay all invoices by the Due Date; you will be liable for all reasonable collection costs (including our total legal fees) we incur to collect the amount outstanding, or to recover Hardware or any other equipment; and the Carrier may be entitled to claim payment from you of any amount under our commitment unpaid by the Due Date on the same terms and conditions we can claim payment from you. To obtain new connection discounts, bills must be paid in full by the due date otherwise full charges apply. If there is a dispute, you must pay the undisputed amount of each invoice by the Due Date. Where in our opinion you have a reasonable claim or dispute with an invoice, we will suspend our collection or recovery processes on the disputed amount until a resolution on your claim or dispute has been settled. We aim to resolve invoice disputes within 21 working days. You will not have to pay any amount which you have genuinely disputed in accordance with this clause unless, and until, the disputed amount is resolved in our favor. You must otherwise pay all Charges specified on your bill by the due date. 

If any of the bills are not paid in full within 60 days from the due date and still remain outstanding, Veetel may refer you to our collections agency Dun & Bradstreet who will take legal action to fully recover the debt. We may use or disclose any personal information recorded to help us proceed in the debt recovery inclusive of your name, address, date of birth, identification, employment and credit history. This may affect your future credit rating and where these recovery actions have been initiated and confirmed unsuccessful, we may elect to default and register your details with Dun & Bradstreet or any other credit reporting agencies.

1.11 Payment Options

VeeTel provides multiple payment options including: Over the counter at St George Bank, Bank of Melbourne or Bank SA. Also with Bpay, Credit Card through our Pay By Phone system 1300 760 093. Online Credit personal, business or money order cheques. Australia Post (Incurs $3.30 fee for every transaction)

1.12 Cancelation and Late Payment Fee

We reserve the right to cancel your services and charge you a late payment fee of $22.00 (Inc Gst) & $59 (Inc Gst) reconnection fee, if accounts are not paid by the due date.

1.13 Connection

You acknowledge that the Service may not be available in all circumstances and that we will not be liable for default or failure to perform our obligations under our contract resulting from; our inability to gain access to the Carrier network; or from any other cause beyond our reasonable control. We are not liable to you in any circumstances for any loss of, or claim for, revenue, profits, actual or potential business opportunities or anticipated savings or profit, whether direct, indirect, economic, consequential or howsoever otherwise caused. If we have reasonable grounds to believe you are a credit risk, we may ask you to provide some form of a security deposit in advance for our Services. If you do not provide the relevant security by the date requested, then we may refuse to provide you with the Service or may terminate a Service that we have been supplying.

1.14 Financial Hardship.

 Financial hardship means circumstances where you are unable to pay your invoices because of illness, unemployment or other reasonable causes with the expectation that VeeTel will assist you with a payment plan or Service arrangement where you can manage your invoices. Click here to view our policy.

If you are having a problem paying your bill, or you wish to discuss your options, call our friendly Credit Control Representatives on 1300 833 835 or email enquiries@veetel.com.au We can work with you to arrange a payment plan, bar or restrict your service until you have cleared your payments or change your plan to make the service with VeeTel more affordable.

For further information regarding Financial Support Services visit the ACMA's Website.

1.15 Credit Limit

An initial credit limit of $250 applies to all accounts and VeeTel Pty Ltd reserves the right to disconnect the services without notice once this limit has been exceeded. If you require a higher credit limit please call us on 1300 833 835.

Termination of your Services

Your service can be terminated by either yourself or by VeeTel Pty Ltd at any time and without notice. You can terminate your service by contacting our customer service team by telephone or in writing. We may suspend the service immediately and without notice at any time if there is a failure of the equipment used to deliver the Service or the equipment used to deliver the Service requires maintenance or modification or you do not comply with the terms and conditions of the agreement. If we suspend your service, you will still remain liable for all Fees during the suspension. We can temporarily suspend you from the Service if: (a) We identify excessive use or unusual call patterns; (b) you have not done what you are obliged to do; (c) an authority, such as the ACMA, requests us to do so; or (d) there are technical problems with our network or the network of the Carrier; (d) your Service has an unusually high volume or spend when compared to previous activity for that Service; (e) You exceeded the current credit limit on your account in any given month.

1.16 Calls and Data usage

To obtain your Calls and Data usage please contact VeeTel customer Service on 1300 833 835 during business hours or email enquiries@veetel.com.au.

1.17 Complaints

If you have any concerns about the Services we are providing to you, you should contact us immediately on 1300 833 835. We will endeavor to resolve any problem or complaint you have as quickly as possible. If you are not satisfied with the initial outcome of your complaint, the matter will be reviewed in accordance with our complaints handling policy. Click here to view our policy.

1.18 Personal Information

VeeTel ensures that we only use your personal information in accordance with the Privacy Act 1988. You may obtain a copy of the Privacy Policy by calling us on 1300 833 835 or it can be found by clicking here

1.19 Direct Debit

VeeTel Pty Ltd will send you a monthly invoice and will debit your credit card on the due date of your VeeTel invoice. A fee of $11.00 applies if the direct debit transaction gets rejected. If you choose to change your Direct Debit details, please contact VeeTel Customer Service on 1300 833 835 

1.20 Refund policy

Once an account has been cancelled or closed, VeeTel Pty Ltd requests that you pay the whole of the unpaid balance of your account. If your account has a credit balance, VeeTel Pty Ltd will refund that to you by cheque.

1.21 Terms and Conditions – Amendments

VeeTels Terms and Conditions / Acceptable Use Policy may be changed at any time without a formal notice being sent or circulated.  In the event that VeeTel were to change their Terms and Conditions / Acceptable Use Policy that maybe consider as impacting your use of their Service /Product, then VeeTel will advise you of the change with a minimum of 30 days advance notice.

 Naturally if you do not agreed with changes to VeeTel’s Terms and Conditions / Acceptable Use Policy you have the right to terminate your service (product) without penalties, conditional on you advising VeeTel within a minimum of 30 days of receipt of our notice.


2.COPYRIGHT

VeeTel Pty Ltd is committed to participate with copyright laws in Australia.

VeeTel users must not copy any CDs, MP3s, Books, Articles, Software and Games from the Internet. This is considered illegal and in breach of the Copyright Act 1968. Therefore prosecution by the authorities is possible. VeeTel Pty Ltd condemns piracy and takes serious steps to prevent infringements. VeeTel reserves the right to suspend or cancel any repeat offenders.

Steps taken by VeeTel to prevent copyright users on its network:

As soon as VeeTel receives notification from any third parties regarding a breach of copyright by a user, a warning notice is sent to the end user.
If the breach is repeated by the same user, a final warning is sent asking the user to stop copyrighting on the network or risk having their service suspended or cancelled.
If the breach is repeated yet again VeeTel will have the end users service suspended or cancelled off the network.


3.FAIR USE

Reason for fair use is to ensure all VeeTel customers enjoy quality service and are not disadvantaged by others that misuse VeeTel’s promotions or plans. Veetel Acceptable Use Policy applies to all VeeTel Services.

3.1  Home Phone, Internet and Mobile services as well International call Specials, Included Value Home Phone and Mobile plans 

Customers must not use Value plans, specials or promotions in an unreasonable or excessive manner in which it impedes or stops VeeTel from providing service to other customers. We may call you asking you to reduce the amount of calls made to give other customers a fair go in using VeeTel services. We may also limit your call access or charge you standard rates for calls if you continue to excessively use the VeeTel specials, Value plans or any international call promotions. You must use your Internet in accordance with any limits stated in plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits. Speed will be limited to 256kbps once Total monthly data download limit is exceeded. Speed will revert back to ADSL2 fast speed at the start of a new calendar month.

Download a PDF copy of our Acceptable Use Policy here

 


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4.MANUAL OVERRIDE

4.1 Service

The 4-digit override code provided can be used to access the VeeTel network. This may be used for Local, National, International and Calls to Mobile. You can remain with your provider for the line rental and use VeeTel for the Override. The override connection may fail due to network duplication or your line service is not compatible with the network.


5.PRE SELECTION LONG DISTANCE

5.1 Transfer

Your Pre-selection or Long Distance direct service can be connected or transferred from another provider to VeeTel with your authorization. The Transfer of your Long distance calls may take up to 5 to 10 working days to complete. The Transfer or connection of your Long Distance direct service may fail due to network duplication or your line service is not compatible with the network. Long Distance calls include National, International and calls to mobiles.

5.2 Service

Your Line Rental provider will bill you for local calls & any other additional services. VeeTel will only bill you directly (without an override) for National, International, and calls to mobile.


6.LINE RENTAL

6.1 Transfer

When you authorize VeeTel to transfer your line Rental you are also authorizing to transfer your Pre selection/Long distance calls. The transfer of your Line Rental may take up to 5 to 10 working days to complete. The transfer or connection of your Line Rental and Long Distance direct service may fail due to network duplication or your line service is not compatible with the network. By authorizing the transfer of your line Rental to VeeTel you are consenting that you are the account holder of the telephone and you are authorizing VeeTel to transfer your telephone service to VeeTel, the information you provided is true and correct. You understand that prices are subject to change without notice. You understand access fees are charged from the date of connection and one month in advance. Any additional discounts, benefits and services from your existing provider will not automatically be transferred or may no longer be available. You are liable for charges and commitment billed after the date of transfer from your previous provider. You are Subject to VeeTel’s credit assessing policies. You understand that it is your responsibility to check the terms and conditions of your existing fixed telephone services relevant to this transfer to VeeTel with your existing service provider. No costs involved to transfer your line Rental to VeeTel from another provider.

6.2 New Line Connection/Relocation Costs

If you do not have an existing telephone line, VeeTel can connect a new line for you, there are connection fees involved to provide you a new line at your premises.

$59.00 Connection Fee: This is when a working telephone socket exists from a previous connection and a technician is not required to visit your property or premises.

$125.00 Connection Fee: This is when a working telephone socket existing from a previous connection and a technician is required to visit the property to connect the service

$299.00 connection Fee: New telephone line connection - a telephone service has not previously been connected at your premises (There may have previously installed cabling to your property or premises and you may be able to hear a dial tone) Telephone line connection with a technician visit with cabling work - a previous telephone service existed at your property or premises and a technician is required to visit your property or premises to install and work on the cabling up to the first socket in the property or premises. The new connection is only installed at the first main socket. Any additional sockets required to be installed must be requested upon initial order, additional Labour costs will be applied ($38.50 per 15 minute block)

6.3 Early cancellation of new lines

If you request VeeTel to connect a new line and if the line gets cancelled or transferred within three month period, VeeTel reserves the right to charge a cancellation fee of $49.50 including GST.

6.4 Local Number Portability

 6.4.1 Local Number Portability is available as an option for customers changing their phone company who want to keep their existing telephone number.  This process is known as porting. You agree to pay us an administrative charge if you wish to port your local number:

Per Number (simple port) $8.00

Analogue Indial Numbers

- First Batch (up to 100 Numbers) $840.00

Each Additional 100 Numbers (or part thereof) $387.00

FaxStream, MSN (Multiple Service Number)

- First Batch (up to 2 numbers) $55.88

- Each Additional Number $4.27

6.5 Included Value Plans

 All Plans (old and New) that have calls Included are strictly Residential & payment must be made by due date. If invoices are not paid by the due date VeeTel reserves the right to cancel the service without notification. All Value plans (old and new) are subject to Acceptable Use Policy

6.6 Billing

VeeTel will bill you for all calls directly this includes local National, International, and calls to mobile. VeeTel will also charge you for additional features used by you for example 1900, 123 Sensis, *10# and extra service charges you may have had with your previous line rental provider for Example Calling number Display, Call Control, Silent line or Message Bank..etc.

6.7 Faults

VeeTel does not own the network as such cannot guarrantee continuous Telephone service at all times due to factors out of our control. VeeTel will endeavor report any fault to its supplier as quickly as possible in order to repair the service with regulatory timeframes. These guidlines may not be met due Mass Service Distruptions. If at anytime you are experiencing a fault on your telephone line you must contact VeeTel during business hours to advise of the problem. Our Carrier's network terminates at The Main Distribution Frame (MDF) if you live in a building or at the Network Boundary Point (NBP) or first wall socket if you live in a free standing house. An Incorrect call out fee of $130.00 plus $38.50 every 15 minute of labour for a technician to diagnose a fault only if the fault is found to be on the Customers Private Equipment (CPE) that is beyond the MDF or NBP and not on the our carrier's network. As per the carriers advise faults are usually rectified within 2 to 5 working days in Metro areas or 3 to 10 in regional areas unless a Mass Service Distruption is announced by the carrier.

6.7.1  Mass Service Disruptions

Sometimes things happen beyond our carrier's control that means they can’t connect or fix faults to standard telephone services in their usual timeframes, or even keep appointments. These situations can include natural disasters, extreme weather conditions and instances where their facilities have been damaged through no fault of their own. During these times a Mass Service Disruption exemption may be put in place. This exempts our carrier and VeeTel from complying with the Customer Service Guarantee (CSG) performance standards for the duration of the Mass Service Disruption. which exempts VeeTel from the CSG. The exemption process is explained in sections 22-27 of the Telecommunications (Customer Service Guarantee) Standard 2011, which can be found on the ACMA website. When a Mass Service Disruption exemption is in place, our Carrier will issue a detailed public notice via a daily newspaper.

6.7.2  Medical Priority Faults 

VeeTel does not provide Priority Assistance however if your service is required for Medical emergency VeeTel will endeavor to escalate a faulty service to its carrier as a Medical Emergency. The Carrier will then tag the service as a Medical Priority. Charges may apply, Here is more information from the ACMA regarding Priority Assistance


7.MOBILES

7.1 Service

VeeTel Provides Mobile Sim only plans. You can transfer your existing mobile number to VeeTel from your current provider. VeeTel can provide you with a new mobile number. All new VeeTel Sim cards come with active Voice mail diversions. To set up Voicemail from your mobile, Dial 121 then, follow the prompts through the recorded tutorial. You will be asked to set up your PIN, Name and Greeting. To deactivate your voice mail dial ##002# from your handset.

7.2 Additional Service charges

VeeTel will also charge you for usage of additional services such as 1900, 123 Sensis, International roaming, International calls and 3G internet connections as well as access to the Vodafone Live website from your mobile phone. These rates are consistently changing therefore VeeTel is unable determine the exact rates of these services. You may incur high usage charges on your VeeTel account when using 1900, 123 Sensis, International calls/Roaming and internet services from your VeeTel Sim Card.

Current GPRS, 3G or Mobile Internet connection charges 1.7 cents per kbs, or $17.00 per mb downloaded. For example if a song from YouTube is about 3 mbs. Therefore if downloaded to the mobile phone the charge will be about $51.00 for that song. It is the responsibility of the customer to manage additional services and charges from their mobile phone as it may incur high, International, roaming, 123 Sensis, 1900 and data usage charges.

7.3 GPRS,(3G) or Mobile Internet Activation

VeeTel Sim cards come with Inactive GPRS 3G or Mobile Internet. In order for VeeTel to activate GPRS 3G or Mobile Internet client must Pay a $250.00 bond. (This will be held by VeeTel for a min of 3 months. After which the client can request VeeTel to send a refund cheque or allocate the amount on their phone account. No interest will be paid by VeeTel on the bond held. Then clients must sign a direct debit form (Credit Card) for the clients VeeTel account to be direct debited monthly on the due date.

7.4 Premium Services

Mobile premium services are content information and entertainment services that are delivered to your mobile phone that cost more than a standard SMS. There are many services you can purchase. These services include: mobile ringtones, mobile wallpaper, games, chat services, competitions, horoscopes, age-restricted content news, sports and weather updates  music and video clips. Mobile premium services, often referred to as premium SMS/MMS/TXT, are offered using numbers starting with ‘191’, ‘193’-‘197’ and ‘199’. Mobile premium services in Australia are usually accessed by entering your phone number into an internet page or sending an SMS to the advertised number, which initiates the service to deliver the content to your mobile phone. VeeTel takes no responsibility for any third party contents or data downloaded that are received through a premuim service. To Stop Premuim Services on your phone you need to reply ‘STOP’ to the number included in the message or on your bill. You will then receive a message from the content supplier confirming the cancellation of the service or you can give VeeTel a call on 1300 833 835 to arrange to have all premuim 19 numbers blocked. For more information about Premuim service you can Visit the ACMA website by clicking here

7.5 International IDD and Roaming

VeeTel Sim cards come with International IDD and Roaming restrictions. Prices are consistently changing and are charged at higher rates. Roaming and International call charges may be delayed due to delivery of calls from overseas carriers. Call VeeTel to obtain the most current Roaming and IDD rates. A bond of $250.00 may be required to activate International IDD or roaming. This bond may be held by VeeTel for a minimum of 3 months.

7.6 Mobile Exclusions

3G data charges, GPRS connections, WAP connections, International Calls, International roaming calls, 1900 calls, 123 Sensis calls or Directory calls, Call minder Operator calls and Premium SMS. It is the customer’s responsibility to manage these services as they may incur higher monthly bills.

7.7 All Mobile services are subject to Acceptable Use Policy


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8. BROADBAND INTERNET

All  plans (Metro and Regional) are available only on direct debit through a nominated Credit Card. Click here for Line Rental Terms and conditions for Bundle plans. ADSL2 is only available in selected coverage areas. The new connection or transfer fees are charged on your first VeeTel bill. You understand access fees are charged from the date VeeTel activates your ADSL2 connection on your line and one month in advance. Should you wish to withdraw your ADSL2 plan after you have agreed to proceed with the order VeeTel reserves the right to charge a $99.00 withdrawal fee even though the connection is not complete. You are responsible for your internet use and wireless security. Therefore VeeTel takes no responsibility for any data downloaded and/or the content stored on your computer. Please see VeeTel's postion on copyright laws. All VeeTel Internet services are subject to Acceptable Use Policy. All ADSL2 Plans cannot be used in conjunction with any other VeeTel offer. Unused downloads cannot be rolled over to a new Calendar month. Speed shaped to 256kbps when monthly download limit is exceeded. Speed will revert back to ADSL2 fast speed at the start of a new calendar month.

8.1 Direct Debit

All ADSL2 plans (Metro and Regional) are available only on direct debit through a nominated Credit Card. VeeTel Pty Ltd will send you a monthly invoice and will debit your credit card on the due date of your VeeTel invoice. A fee of $11.00 applies if the direct debit transaction gets rejected. If you choose to change your Direct Debit details, please contact VeeTel Customer Service on 1300 833 835.

8.2 Plan Downgrades

if you request to downgrade  during your commitment period a $99.00 downgrade fee applies. The plan will take effect from the following calender month with a new 24 months commitment period.

8.3 Plan Upgrades

If you request to upgrade your plan a fee of $99.00 will apply. If the upgrade is to the unlimited plan a new 24 months commitment period applies. All upgrades will take affect from the following calender month.

8.4 Connections

ADSL2 transfers and connections may take up to 10 to 14 working days to complete. Subject to availability at your local exchange. VeeTel will not be liable for delays in transfer or connections. The transfer or connection of your ADSL2 may fail due to your local exchange being too far away from your premises therefore hindering the service we provide, no available ADSL2 ports at your local exchange or your line infrastructure is not compatible with the ADSL2 network.

8.5 Relocations

A relocation fee of $99.00 is applicable when customers change their address and/or phone number in addition to Telephone line relocation charges. The Relocation fee applies with no additional per month cost unless relocation is to another Telstra Exchange Zone (Zones 2 and 3 Regional) $198.00 relocation fee plus an additional premium per month will apply.

8.6 Internet Speeds

8.6.1 VeeTel cannot guarantee any speeds. Please note: Due to Factors our of our control the line speed and download speed will differ due to the following aspects including:

  • Distance from the local telephone exchange.
  • If the cable from the Local Telephone exchange is running through Sub Exchanges, RIMs or Top Hats causes drastic drops in speed.
  • The quality of the phone line.
  • Quality of cabling
  • Line Filtering.
  • The number of equipment connected to the network and phone line.
  • Quality of hardware and software of your modem and PC.
  • Any major works or maintenance by our wholesale supplier, in which it may restrict your service to a lower speed.
  • There may also be congestion at the local telephone exchange or network on our wholesale supplier’s equipment this means our wholesale supplier may not be able to provide the consistent speeds at all times of the day.
  • Downloads from overseas sites. Some International sites will have their own traffic management per site visitor to a specific download rate. This means slower download speed on the site may be experienced. The reasons these sites have their own restrictions in place to ensure all visitors to their websites have the same accessibility and download rate.

 8.6.2 VeeTel does not take responsibility for any Internal or external electrical/magnetic interferences which may occur that hinders the speed and or the connection to the internet.

8.7 Usage

8.7.1 Excess usage

You must use your Internet in accordance with any limits stated in plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits. Speed will be limited to 256kpbs once monthly Total monthly data download limit is exceeded. Speed will revert back to ADSL2 Plus fast speed at the start of a new calendar month.

8.7.2 Acceptable Use Policy

8.7.3 Online download usage

VeeTel currently does not have an online download usage link. In the meantime if you require to check your download usage please call our friendly Customer Service representatives on 1300 833 835 between Monday to Friday 8:30am-8:00pm and Weekends 10am-5:00pm AEST. They will be able to provide you with acurrate download usage. You can also email your request to enquiries@veetel.com.au. VeeTel will also endeavour to send notifications to any contact mobile or email provided when 50%, 85% and 100% of data limit has been reached.

9. NBN

9.1 NBN Phone and Internet

 9.1.1 Overview

NBN Phone and Internet is VeeTel’s residential telephony service where there is a requirement for one or two lines and an Internet Service. NBN Phone and Internet is delivered via NBN Co fibre access infrastructure. In special circumstances more than 2 lines can be provided by provisioning multiple NBN Co accesses at the customer premises.

 Given the NBN is now rolling out, and in most cases This service is a residential and small business offering that is comparable to the “Plain Old Telephony Service” (POTS) offered on legacy copper infrastructure. Legacy copper infrastructure will be phased out, this product is a replacement for the POTS product and uses NBN infrastructure. Given this service is replacing the traditional copper based POTS, it has been designed to offer features offered with POTS including Local calls, national calls, International Calls, calls to Mobiles.

There are a range of services that work over the NBN Phone service, however due to the diversity and complexity of end devices (that are connected over the service) we recommend our customers test these services to ensure they work. This includes Fax to national and international numbers, EFTPOS, Back to Base alarms, Foxtel program purchases (via landline),and analogue modems. Note, these services may work on the service however VeeTel does not provide any assurance around their performance.

There are other services which will not work over this service including VoIP based fax, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).

This service can be purchased as a standalone telephony service or bundled with other NBN Internet services.

The Phone service is delivered via the UNI-V port and the Internet is delivered via the UNI-D Port on the NBN supplied Network Terminating Device (NTD). As with POTS customers may choose to port (transfer) their phone number from Telstra, Optus, Primus or Powertel to VeeTel. We may not be able to port your number in all circumstances, including where you fail to provide correct account details, or as a result of contractual obligations with your existing provider. If you are porting your number to VEETEL, inbound calling to your number will not commence until porting is complete which will take a further 1 to 5 business days. Here is an OVERVIEW on NBN Installation Process.

9.1.2 NBN Phone Features and Benefits

NBN Phone, delivered via NBN UNI-V, the service boundary point for the voice service is up to the analogue port on the ATA.

 Please note the following important demarcation points:

  • NBN Co will install the NTD at the premises. If the end customer dwelling has had NBN Co services before they may already have this network device installed. This will be confirmed with you when we service qualifying your site.
  • Customer is responsible for supplying, installing and managing end customer devices (e.g. analogue phones)
  • Any re-configuration of the end customer’s devices is the responsibility of the customer, not undertaken by VeeTel or its Agents.
  • Internal wiring issues are customer’s responsibility. VeeTel can arrange for a field services technician to perform non-standard installation for an additional charge. Alternatively, customers may choose to get a private technician to do the required work.

NBN Phone supports the following Inbound and outbound calls:

Inbound and outbound types of calls such as:

  • Local and national calls
  • International calls
  • Calls to/from mobiles

Inbound only such as:

  • Inbound calls (e.g. 1800 calls)

NBN Phone Outbound only such as:

  • Emergency services
  • Directory assistance services

NBN Phone Features

Available features

  • Local calls
  • National calls
  • Calls to Australian mobiles and satellite phones
  • Calls to most international destinations
  • Calls to 000 emergency services
  • Calls to free phone and local rate numbers such as 13, 1300 and 1800 numbers
  • Directory assistance or operator assisted numbers
  • Call Barring
  • Number display/Number block
  • Call waiting
  • Call forwarding
  • Caller ID or CLI
  • Battery Back-Up (optional refer to backup battery Clause.
  • Fax services.

Not available Features. 

  • Medical Services: The service is not suitable for users who require a phone line to support medical devices.
  • Preselect or Override to other carriers
  • Priority Assistance
  • Messagebank - Some Telephone handsets come with built in answering services. These will work on NBN phone. 
  • Calls to numbers starting with 19/1900, 0500 or Universal International Freephone Numbers (UIFN)

9.1.3 Common Network Services

Life Threatening and Unwelcome Calls

In general, unwelcome calls are unsolicited communications that, by virtue of the content, frequency or timing, are offensive or tend to menace and harass the recipient. A life threatening call is more serious and involves the use of a telecommunications service connected with an event actually or potentially perilous to human life.

VeeTel has implemented appropriate processes to assist customers resolve issues of unwelcome calls and to provide assistance in life threatening situations in an efficient and expedient manner.

New number allocation and Local Number Portability

New Number allocation

If you require a new number, VeeTel can allocate this for you. The geographic number allocated to you will be based on the service delivery address that you nominate in the application process or which you subsequently advise us. The number allocated to you will be at VeeTel’s discretion. If you move the service delivery address VeeTel may be required to give you a different service number, relevant to your new service delivery address. 

Local Number Portability

Local Number Portability (LNP) provides a means for customers to change their physical network connection from one carrier to another and retain their existing local telephone number(s). Porting arrangements have not been established with all carriers. Accordingly, it may not be possible to port a number to the service or away from the service.  During the process of porting the number from another supplier's network to VeeTel there may be a period when the service is interrupted. If we have arranged a Port in request on behalf of the customer and this is successfully completed it is the customer’s responsibility to contact the losing provider to cancel their service with them

Battery Back-Up

For NBN Phone delivered via UNI-V, battery back-up will be supplied as an option. The battery back-up will only provide power to the UNI-V ports in case of an on-premise power outage. Depending on usage, the battery back-up can supply power to the UNI-V ports for a couple of hours after a power failure before reaching the 50% power availability level. At this point it will switch off to preserve the remaining power for emergency use only.

 The back-up battery is designed only to maintain power to the voice and the data ports on the NBN Connection Box. It will not operate to supply back-up power to your handsets or to your broadband equipment. If chosen as an option, the battery has a warranty period of two years from the date of installation. Replacement of a back-up battery that has ceased to supply electrical charge will be the responsibility of the customer Note: Equipment supplied by NBN Co, including the NBN Connection Box, fibre connectors and other connectivity equipment is and always remains the property of NBN.

9.1.4 Service Coverage:

 NBN Phone is delivered to customers using our suppliers Standard Access in particular through the NBN Co fibre access infrastructure. NBN Phone is available in selected locations with dependency on NBN rollout and our suppliers availability.

 Order Withdrawal

 An existing order can be withdrawn Fees may apply if the withdrawal involves late cancellation of an LNP port.

9.1.5 SERVICE LEVEL AGREEMENT

Service Provisioning

Installation Targets

  • The Installation Lead Time Targets outlined below are subject to the ready availability and capacity of installed network infrastructure of our supplier.
  •  Installation target only applies if new VeeTel numbers are to be allocated to the service. Installation target does not apply if porting your number is required. An additional 5 working days may apply.
  • VeeTel will use its best endeavours to adhere to the Installation Lead Times Targets.
  • The Installation Lead Time Targets commence from the date of the Order Acceptance Notification.
  • VeeTel may modify these leadtimes due to changes provided to us from the NBNco in respect to leadtimes.
  • Third Party Access refers to any Services that are not provisioned using our suppliers owned infrastructure.
  • You acknowledge that in some cases VeeTel will not be able to deliver the ordered Service by the advised Installation Lead Time Targets, due to limitations imposed on VeeTel by Third Party Service Providers.
  • You must be available for appointments set by VeeTel and its contractors. In a shared building, you are responsible for ensuring that VeeTel and its contractors have access to the main distribution frame (MDF) and riser cables where required.

 Lead In Times

 Service Class 1

 Urban, Major/Minor Rural and remote: 30 working days

 Service Class 2

 Urban: 15 working days

 Major/Minor rural and remote: 25 working days

 Service Class 3

 Urban, Major/Minor Rural and remote: 7 working days

Service Assurance

Service Availability Targets

  • The Availability Targets are outlined below.
  • VeeTel will use its best endeavours to adhere to the Availability Targets.
  • Failure to achieve the Availability Targets does not entitle you to a rebate.
  • Availability is calculated per calendar month as the total Standard Service Hours for the relevant month less any Unplanned Outages during the relevant month divided by the total Standard Service Hours for the relevant month expressed as a percentage Service NBN Phone

Availability

99.9%

Service Restoration Targets

  • The Service Restoration Targets are outlined below.
  • VEETEL will use its best endeavours to adhere to the Service Restoration Targets.
  • Service Restoration Targets are the maximum elapsed time, during Standard Service Hours, between the Customer reporting a fault to VeeTel or VeeTel responding to an alarm, and confirmation to the Customer that the Service has been restored.
  • Some Non-Interrupted faults may require monitoring over a time period to effectively diagnose and resolve the problem and this will be advised to the customer as the fault is investigated.

Urban Area

Next Business Day

Major Rural Area

Second Business Day

Minor Rural Area

Second Business Day

Remote Area

Third Business Day

9.1.6 Plans

All  plans  are available only on direct debit through a nominated Credit Card. NBN is only available in selected coverage areas. The Installation fees are charged on your first VeeTel bill. You understand access fees are charged from the date VeeTel activates your NBN connection and one month in advance. Should you wish to withdraw your NBN Bundle plan after you have agreed to proceed with the order VeeTel reserves the right to charge a $99.00 withdrawal fee even though the connection is not complete. You are responsible for your internet use and wireless security. Therefore VeeTel takes no responsibility for any data downloaded and/or the content stored on your computer. Please see VeeTel's postion on copyright laws. All VeeTel Internet services are subject to Acceptable Use Policy. All NBN plans cannot be used in conjunction with any other VeeTel offer. Unused downloads cannot be rolled over to a new Calendar month. Speed shaped to 256kbps when monthly download limit is exceeded. Speed will revert back to allocated NBN fast speed at the start of a new calendar month.

9.1.6 Direct Debit

All NBN plans are available only on direct debit through a nominated Credit Card. VeeTel Pty Ltd will send you a monthly invoice and will debit your credit card on the due date of your VeeTel invoice. A fee of $11.00 applies if the direct debit transaction gets rejected. If you choose to change your Direct Debit details, please contact VeeTel Customer Service on 1300 833 835.

9.1.7 New Development Charge

The NBN New Developments Charge gets charged to the first service ordered at the Building which has been flagged by NBN as a new development location.  The charge for NBN New Developments Charge is $300.00 Including GST

9.1.8 Plan/speed Downgrades

if you request to downgrade your plan or speed  during your commitment period a $99.00 downgrade fee applies. The plan will take effect from the following calender month with a new 24 months commitment period.

9.1.9 Plan/speed Upgrades

If you request to upgrade your plan or speed a fee of $99.00 will apply. All upgrades will take affect from the following calender month with a new 24 months commitment. 

9.2.0 Relocations

A relocation fee of $165.00 is applicable when customers change their address and/or phone number to an NBN enabled area. If the relocation is to a copper area. $165.00 relocation fee applies plus Copper connection charges of $59.00 $125.00 or $299.00 depending on previous connection at the new premises. See Line Rental Connection charges.

9.2.1 Internet Speeds

The speeds depending on the Speed plan you have purchased. 12/1Mbps 25/5Mbps 50/20Mbps or 100/40Mbps. VeeTel cannot guarantee any speeds. Due to Factors out of our control the speed will differ due to the following aspects including:

  • The number of equipment connected to your Wifi network, quality of hardware /software of your PC.
  • Any major works or maintenance by our wholesale supplier or NBN in which it may restrict your service.
  • Congestion on our wholesale supplier’s network this means our wholesale supplier may not be able to provide the consistent speeds at all times of the day,
  • Downloads from overseas sites. (Some International sites will have their own traffic management per site visitor to a specific download rate. This means slower download speed on the site may be experienced) and power outages as the NBN service is connected to a Power supply.
  • VeeTel does not take responsibility for any Internal or external electrical/magnetic interferences which may occur that hinders the speed and or the connection to the internet.

9.2.2 Usage

9.2.3 Excess usage

You must use your Internet in accordance with any limits stated in plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits. Speed will be limited to 256kpbs once monthly Total monthly data download limit is exceeded. Speed will revert back to NBN fast speed at the start of a new calendar month.

9.2.4 NBN Intenet is suject to Acceptable Use Policy

9.2.5 Online download usage

VeeTel currently does not have an online download usage link. In the meantime if you require to check your download usage please call our friendly Customer Service representatives on 1300 833 835 between Monday to Friday 8:30am-8:00pm and Weekends 10am-5:00pm AEST. They will be able to provide you with acurrate download usage. You can also email your request to enquiries@veetel.com.au.

10. PROMOTIONS 

All VeeTel promotions and Specials are subject to Acceptable Use Policy

10.1 Refer a Friend

When an existing customer refers a friend to VeeTel they receive $5.00 off the total bill with every friend they refer to us. $5.00 will be credited as soon as the referred friend makes $5.00 worth of calls.

10.2 Price Match Guarantee

With the price match guarantee promotion VeeTel will match any post paid service providers standard rates. If another Telecommunications company is cheaper we will match or beat their standard call rates as long as it is not a Calling Card or Internet Service.

10.3 Vee Days

With Vee days you are eligible to ongoing special days. All International calls are reduced off the standard rates on a day in the month nominated by VeeTel. We announce the special day on your monthly bill. 33 cents flagfall per call applies.

10.4 One Day Special

With the one day special you can nominate a date in the month to receive discounted International rates to selected destinations. The date selected must be a date not a day. The 1st and 25th of the month cannot be chosen. Offer does not include international mobiles. Your special date will be visible on your monthly VeeTel bill. 33 cents flagfall per call applies.

10.5 Weekend Rates

Weekend rates apply between the hours of Friday Midnight to Sunday Midnight and do not include International Mobiles. Standard rates will apply at all other times. 33 cents flagfall per call applies. All specials and promotions are not in conjunction with any other offer or special. Any promotion can be withdrawn at any time without notice. 

11. Home Entertainment (FlipTV)

11.1. VeeTel/Flip TV is an IPTV service which requires an internet connection for the service to work

11.2. VeeTel/Flip TV requires a minimum internet speed of 3,000 kilobites per second for the service to run efficiently. Flip TV does not take any liability for services which do not meet this criteria.

11.3. VeeTel/Flip TV does not take any liability for excess usage and/or charges you may incur from your third party internet provider. We highly recommend that your internet service be an unlimited plan.

11.4. By Subscribing to VeeTel/Flip TV you acknowledge you will be charged a $99.00 Setup Fee, $10.00 FlipTV Box delivery with no commitment or $59.00 Setup Fee, $10.00 FlipTV Box Delivery on a 6 months commitment and Monthly Package access fees. Packages can be found here

11.5. Early Termination fee applies to 6 months commitments. This is calculated at the monthly charge times by the remaining months of your commitment. For Example:  If the English pack, $9.95 per month was selected and Service Termination was requested after 3 months. This is Calculated $9.95 x 3 = $28.85. In the event of an early termination of your Flip TV contract it is the customer’s responsibility to pay the return postage of the Flip TV unit 

11.6. The Flip TV  set-top-box or Equipment remain the property of FlipTV/VeeTel Pty Ltd. Any damage will incur additional charges. 

11.7. VeeTel/Flip TV is subject to VeeTel's Acceptable Use Policy

11.8. The VeeTel Flip TV box

11.9.1 includes:

  • A DV8-T/IP TV Set-top Box, +12V DC 1500mA (Please refer warning instruction at the back of the Terminal)
  • A wall-plug type power supply: in 100-240VAC 50/60Hz 0.7A, Out : +12V ---- 1500mA min (This power supply should not be replaced except in exceptional case with the agreement and components provided by VeeTel/Flip TV.
  • Remote control
  • Ethernet cable 3m
  • HDMI 1.5m
  • User manual

11.9.2. Security warning

  • Allow a minimum area around each side of the Set-top-box for cooling and install it on a firm and flat surface.
  • Do not incert foreign objects like newspapers, tablecloths, curtains in openings and connectors of the set-top-box
  • Do not connect too many electrical devices on the same power plug. This could result in a power surge and potential fire or electrical shock
  • To unplug the power supply, do not pull the power cord, but manipulate the plug itself. The plug must be properly introduced in your wall plug. Improper installation can cause electrical shock and accidential fire. 
  • Power supply adoptor is used sd power-off device and shall be left accessible
  • The device must be not exposed to dripping or splashing and moreover no objects filled with liquids, such as vases, should be placed close to it. 
  • Do not place naked flames sources, such as lit candles near the set-top-box
  • Keep set-top-box away from domestic heating equipment, direct sunlight or humidity
  • Remote control installed battery shall not be exposed to excessive heat such as sunshine, fire or the like. It must be replaced with same battery type.
  • Do not throw batteries to househol refuse. Watch to arrange them in places planned for that purpose.
  • Always use the set-top-box in a temperature range between 0-45°C. 

11.9.3. Terms & Conditions Of Use The Flip TV Product

11.9.4. You acknowledge and accept these Terms and Conditions when subscribing to VeeTel/Flip TV Services.


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