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THINGS YOU NEED TO KNOW – INFORMATION ABOUT OUR SERVICES

 

CONTENTS

1. Managing you Spend

2. Your Network

3. Paying us 

4. Hardware and Warrenties 

5. Dealing with us

6. Feedback and complaints 

We hope the information below will assist you with the use of our services.

1. Managing your Spend

Usage notifications:

If you are a residential customer, we will help you control your spend by providing you with notifications via email or SMS when you reach 50%, 85% and 100% of your call/SMS value and/or 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 48 hours after you actually reached the respective thresholds.

Usage notifications also do not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services

Other ways of managing your spend:

There may be other ways of keeping your spend on track, such as barring more expensive numbers, choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend. 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)

 Mobile roaming:

VeeTel does not recommend to activate your roaming service when travelling overseas.

Your mobile service does not allow you to roam (i.e. use it) overseas and you must contact us to activate mobile roaming prior to travelling outside Australia should you wish to enable this function.

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.

 Charges for mobile roaming (i.e. for calls, SMS and data) are usually significantly higher than within Australia and also higher than charges for making international calls from Australia. Importantly, you may also be charged for receiving calls and SMS when using your service overseas.

Making and receiving calls/SMS overseas is not included in your monthly allowance and you will be required to pay these charges in addition to your monthly charge. Therefore, even short periods of international mobile roaming can generate a very high bill.

Please contact us if you wish to receive more information on international mobile roaming and charges associated with activating this function.

 

2. Your Network 

Your home phone Line is provided on the Telstra infrustructure. The Long Distance Service is carrier over the Primus network. Your Mobile service is provided using the Vodafone and Internet service through Telstra networks.

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 below. Please note that actual coverage depends on numerous factors, including local geographic and structural/buidling 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.

http://www.vodafone.com.au/aboutvodafone/network/checker

 

3. Paying us

Your bill:

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 billed in arreas. 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. 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 mobile service charges.

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)

Financial hardship:

Our financial hardship policy is available here:

4. Hardware and Warranties

Where we supply hardware, e.g. Modems, 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.   

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

For more information about VeeTel please click HERE to view our Frequently Asked Questions page.