TERMS AND POLICIES

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ASB TERMS AND POLICIES 

FAIR USE POLICY

View & Download our Fair Use Policy

 

 

 

 

Fair Use Policy

This Fair Use Policy applies to all services that you purchase from ASB Communication.

This Fair Use Policy should be read in conjunction with our Standard Form of Agreement (SFOA).

  1. General
  • This Fair Use Policy is designed to ensure that your use of the Services does not break any laws, hinder the efficient operation of our network, interfere with the rights of other customers, or interfere more generally with the rights of end users.
  • You are responsible for ensuring that you use of our Services complies with this policy. You are also responsible for any use of the Services by any user, including those users to whom you supply the service.
  • You should consult this policy regularly to ensure that your activities conform to the most recent version.
  • If there is an inconsistency between the Terms and Conditions of the SFOA, and this Fair Use Policy, this policy will apply.
  • If you become aware of any violations of this policy by other users you are required to immediately contact us.
  1. Illegal Activity
  • You must not use the service for any activity that breaches any law or violates any local, state, federal or international law, order, regulation or industry code of practice.
  • Prohibited activities include (but are not limited to) posting, disseminating, or in some cases accessing, content which is unlawful, including:
  • content which violates the copyright or other intellectual property rights of others. You assume all risks regarding the determination of whether material is in the public domain;
  • content that defames, harasses or abuses anyone or violates their privacy;
  • pyramid or other illegal soliciting schemes;
  • any fraudulent activities, including impersonating any person or entity or forging anyone else’s digital or manual signature; or
  • content that is or would be classified by the Classification Board as RC rated or otherwise considered illegal.
  1. Security
  • You are responsible for any misuse of a service; this includes paying any costs (including call costs) associated with the misuse of a service.
  • Where ASB Communication incurs costs associated with a misuse of any service, you may be liable for the payment of these costs.
  • You agree to indemnify ASB Communication against the consequences of any misuse of a service by you.
  • You must take all practical steps to ensure that others do not gain unauthorised access to any service.
  • The service must not be used to obtain or attempt to obtain unauthorised access to any computer, system or network. If you do not have authorisation, prohibited activities include (but are not limited to):
    • accessing, monitoring or using any data, systems or networks;
    • probing, scanning or testing the vulnerability of a system or network;
    • breaching any security or authentication measures for a system or network;
    • accessing the account or private information of any other person or entity;
    • accessing any server in violation of any acceptable use policy of that server, including any attempt to do any of the things mentioned in paragraphs (a) to (e) above.
  • You must not:
    • use (or attempt to use) or distribute tools designed for compromising security including, but not limited to, password guessing programs, cracking tools, packet sniffers or network probing tools;
    • knowingly transmit or disseminate any information or software, which contains a virus or other harmful feature;
    • use (or attempt to use) the service in a manner that may interfere with the technical operation of the service or any other computer, system, network or telecommunications services, including (but not limited to) denial of service attacks, flooding of a network, overloading a service, improper seizing and abuse of operator privileges and attempts to ‘crash’ a host; or
    • interfere (or attempt to interfere) with the regular workings of our systems or network connections.
  • You are solely responsible for the security of any device you choose to connect to the service, including any data stored on that device.
  • We recommend against enabling file or printer sharing of any sort. We recommend that any files or services you unauthorised access.
  • You must notify us immediately of any unauthorised or attempted unauthorised use of your service and any other breach or attempted breach of security.
  1. Risks of the Internet
  • You bear all risk associated with the activities associated with accessing the Internet, and we do not have any liability for any claims, losses, actions, damages, suits or proceedings arising out of or otherwise relating to such activities.
  • You may minimise the risk of accessing illegal or offensive content as well as managing use of the Internet by using a filtering solution. If requested, we will provide access to one or more of these filtering solutions at a reasonable cost to you as part of the service.
  • You are solely responsible for any content that you publish via websites, email, newsgroups, online forums or other publishing mediums accessed via the service.
  • You must take appropriate precautions to prevent minors from accessing or receiving any content you have published that may be inappropriate for them.
  1. SPAM
  • In this Policy, “Spam” includes one or more unsolicited commercial electronic messages to which the Spam Act 2003 applies, and derivations of the word “Spam” have corresponding meanings.
  • This Policy prohibits you from using your Service to send Spam. If you breach this prohibition, ASB Communication may suspend or terminate your Service.
  • You agree that you will use your Service in compliance with the Spam Act 2003 and will not engage in practices which would result in a breach of the Spam Act. In particular, you agree that you will not use, attempt to use or allow your Service to be used to:
    • send, allow to be sent, or assist in the sending of Spam;
    • use or distribute any software designed to harvest email addresses;
    • host any device or service that allows email to be sent between third parties not under your authority or control; or
    • otherwise breach the Spam Act 2003 or the Spam Regulations 2004.
  • You agree to use your reasonable best endeavours to secure any device or network within your control against being used in breach of your Spam obligations by third parties, including where appropriate:
    • the installation and maintenance of antivirus software;
    • the installation and maintenance of firewall software; and
    • the application of operating system and application software patches and updates.
  1. Automated Applications

If automated programs or programs that maintain a persistent connection to a remote service are used, they must only be used when you are physically present at the computer. These activities include (but are not limited to) automated file downloading, IRC ‘bots’, continuous streaming media and peer-to-peer file sharing applications.

  1. Excessive Use

You must use your Service in accordance with any download or capacity limits stated in the specific plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Service if you unreasonably exceed such limits or excessively use the capacity or resources of our network in a manner which may hinder or prevent us from providing services to other customers or which may pose a threat to the integrity of our network or systems.

  1. Violation of Fair Use Policy
  • If you, or someone with access (including unauthorised access) to a service, use the service in a way that we reasonably believe violates this policy, we may take any responsive action we deem appropriate.
  • Such actions may include (but are not limited to) the immediate suspension or cancellation of all or any portion of the service.
  • We may take any other legal or technical action we deem appropriate, including taking action against offenders to recover the costs and expenses of identifying them. If your use of the service causes a loss to third parties and we are required to pay compensation, we require you to reimburse us.
  • We are not obligated to regularly monitor your usage of the service however we reserve the right to monitor your use of the service to identify violations of this policy, and to protect our network, the other users of this service, and other Internet users.
  • We reserve the right to investigate any use of a service that we reasonably suspect violates this policy, including the gathering of information from the user(s) involved and the complaining party, if any, and examination of transmissions and material on our servers and network. During an investigation, we may suspend the services in question or interrupt transmission.
  • In order to enforce this policy, you authorise us (or our agents) to cooperate with:
    • law enforcement authorities in the investigation of suspected criminal violations;
    • system administrators at other Internet service providers or other network or computing facilities; and
    • such cooperation may include us providing, for example, the username, IP address or other identifying information about a user.
  • Any failure by us to enforce this policy, for whatever reason, shall not necessarily be construed as a waiver of any right to do so at any time.
  • You agree that, if any portion of this policy is held invalid or unenforceable, the remaining portions will remain in full force and effect.
  1. Unreasonable Use
  • We consider your use of the service to be unreasonable if:
    • your usage of the service affects other customers’ access to the network;
    • you set up devices which may limit the ability for other customers to access the service; or
    • we reasonably believe you have breached this Fair Use Policy.
  • If we consider, at our sole discretion, that you have made unreasonable use of the service, we may terminate the service, temporarily suspend the service, or ask you to change the way in which you use the service.
  • If we terminate the service, you are liable for any early termination payment to us.
STANDARD FORM OF AGREEMENT AND GENERAL TERMS
PRIVACY POLICY


 

 

 

PRIVACY POLICY STATEMENT

About this summary

ASB Communication are committed to providing you the consumer with the highest level of customer care and this includes protecting your privacy. This Privacy Policy Statement sets out the approach that ASB Communication takes in relation to the treatment of your Personal Information. It includes information on how ASB Communication collects, uses, discloses and keeps secure, your Personal Information. It also covers how ASB Communication makes the Personal Information it holds available for access to and correction by the individual.

As the privacy policy relates to your personal information that ASB Communication collect we recommend that you keep a copy of this statement for future reference.

Your Personal Information

ASB Communication collects Personal Information primarily to supply customers with the products and services ordered from it. We will only collect Personal Information where the information is necessary for ASB Communication to perform one or more of its functions or activities.

Personal Information held by ASB Communication can include your name, date of birth, current and previous addresses, phone numbers including landline and mobile, email addresses, bank account details, credit card information, occupation, drivers licence number and any ASB Communication login details and passwords. It is up to you whether you choose to supply personal information that we request from you however if you decide not to provide certain personal information we may not be able to provide you with the services you wish to ensue with ASB Communication.

If you choose to elect an Authorised Representative as part of your service with ASB Communication you may need to provide us with personal information about that person such as name, date of birth and the relationship that person has with you. If this is the case, we rely on you to inform that individual that you are providing their personal information to ASB Communication and to advise them that if they have further questions they can contact ASB Communication.

How ASB Communication collects Personal Information

ASB Communication collects personal information in a number of ways, including:

  • directly from you, when you provide information by phone, email or in application forms or when you submit your personal details through our website
  • from third parties such as our related companies, credit reporting agencies or your authorised representatives;
  • from publicly available sources of information; and
  • when legally required to do so, such as under relevant telecommunications legislative instruments.

ASB Communication also collects and uses Personal Information for secondary purposes including:

  • Billing and account management
  • Business planning and product development
  • To provide individuals with information about promotions, as well as the products and services of other ASB Communication companies and other organisations.

ASB Communication will notify individuals of the matters listed below before collecting any Personal Information:

  • The main reason that we are collecting Personal Information;
  • Other related uses or disclosures that we may make of the Personal Information;
  • Our identity and how individuals can contact us;
  • That individuals can access the Personal Information that ASB Communication holds about them;
  • Individuals should contact our customer service department if they wish to access, correct or alter Personal Information collected by ASB Communication; and
  • Organisations to which we disclose Personal Information to.

Where it is not practicable for ASB Communication to notify individuals of all of the Collection Information before the collection of the Personal Information, ASB Communication will ensure that individuals are notified of the Collection Information as soon as possible after the collection.

How ASB Communication holds Personal Information

Your personal information is held and stored on paper, by electronic means or both. We have physical, electronic and procedural safeguards in place for personal information and we take reasonable steps to ensure that your personal information is protected from misuse, interference, loss and unauthorised access, modification and disclosure.

For example, our IT systems feature password protections, firewalls, and intrusion detection and site monitoring functionalities. Further, our staff members receive regular training on our strict privacy and confidentiality procedures in relation to all personal information stored by us electronically and in printed form.

We will retain your personal information whilst it is required for our business functions or any other lawful purpose. We use secure methods to destroy or permanently de-identify your personal information when it is no longer needed.

How ASB Communication uses your Personal Information

ASB Communication will obtain an individual’s consent for use of non-sensitive Personal Information for Secondary Purposes at the time of collection. ASB Communication will not use Personal Information without taking reasonable steps to ensure that the information is accurate, complete and up to date. ASB Communication uses your Personal Information to:

  • verify your identity;
  • assist you to subscribe to our services;
  • provide the services you require;
  • administer and manage those services, including charging, billing and collecting debts;
  • inform you of ways the services provided to you could be improved;
  • conduct appropriate checks for credit-worthiness and for fraud;
  • research and develop our services; and
  • gain an understanding of your information and communication needs in order for us to provide you with a better service.

Also, your personal information is collected so that we can promote and market services to you (including by way of direct mail, telemarketing and email). This is to keep you informed of products, services and special offers and may continue after you cease acquiring services from us. If you do not wish us to contact you to promote and market products, services and special offers to you, please call ASB Communication on [Phone Number].

When we disclose your personal information

ASB Communication may disclose your personal information to organisations outside of ASB Communication. ASB Communication may Disclose Personal Information to related or unrelated third parties if consent has been obtained from the individual. This will include obtaining the individual’s consent for Disclosures made under the credit reporting requirements of the Privacy Act 1988. Your personal information is disclosed to these organisations only in relation to us providing our services to you. These organisations carry out our:

  • customer enquiries;
  • mailing operations;
  • billing and debt-recovery functions;
  • information technology services;
  • installation, maintenance and repair services;
  • marketing and telemarketing
  • market research; and
  • website usage analysis.

We take reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information. ASB Communication will take reasonable steps to ensure that its contracts with third parties include requirements for third parties to comply with the Use and Disclosure requirements of the Privacy Act 1988 and ensure that these organisations are bound by confidentiality and privacy obligations.

In addition, ASB Communication may disclose your Personal Information to:

  • your authorised representatives or your legal advisers;
  • credit-reporting and fraud-checking agencies;
  • credit providers;
  • our related companies;
  • our professional advisers, including our accountants, auditors and lawyers;
  • other telecommunication and information service providers (for example, if you obtain services from other providers, we may need to disclose your personal information for billing purposes);
  • government and regulatory authorities and other organisations, as required or authorised by law; and
  • organisations who manage our business and corporate strategies, including those involved in a transfer/sale of all or part of our assets or business (including accounts and trade receivables) and those involved in managing our corporate risk and funding functions (e.g. securitisation).

If a Disclosure is not for a Primary Purpose; is not for a related Secondary Purpose; or upfront consent has not been obtained, ASB Communication will not Disclose Personal Information otherwise than in accordance with the exceptions set out above.

How ASB Communication ensures accuracy of information

ASB Communication takes all reasonable precautions to ensure that the personal information we collect, use and disclose is accurate, complete and up to date. We will review, on a regular and ongoing basis, its collection and storage practices to ascertain how improvements to accuracy can be achieved. The accuracy of this personal information depends however to a large extent on the information you provide ASB Communication with. It is important that you contact ASB Communication to let us know if any of the information we have collected is incorrect or if any of your personal details have changed

How ASB Communication handles your personal information internally

ASB Communication requires employees and contractors to perform their duties in a manner that is consistent with ASB Communication’s legal responsibilities in relation to privacy. ASB Communication will take all reasonable steps to ensure that paper and electronic records containing Personal Information are stored in facilities that are only accessible by people within ASB Communication who have a genuine “need to know” as well as “right to know” basis. ASB Communication will review, on a regular and ongoing basis, its information and security practices to ascertain how ongoing responsibilities can be achieved and maintained.

How ASB Communication transfers personal information overseas

If Personal Information must be sent by ASB Communication overseas for sound business reasons, ASB Communication will require the overseas organisation receiving the information to provide a binding undertaking that it will handle that information in accordance with the Australian Privacy Principles, preferably as part of the services contract.

You can access your personal information

ASB Communication will allow its records containing Personal Information to be accessed by the individual concerned in accordance with the Privacy Act 1988. ASB Communication will correct its records containing Personal Information as soon as practically possible, at the request of the individual concerned in accordance with the Privacy Act 1988.

Individuals wishing to lodge a request to access and/or correct their Personal Information should do so by contacting ASB Communication in writing at the contact details listed below. ASB Communication reserves the right to charge a fee for searching for and providing access to your information.

How to contact us

If you have any questions in relation to privacy, please contact us on our Privacy Liaison as follows:

Ph:

Email:

Address:

Please note that any calls may be made between 9.00am and 5.00pm, Monday to Friday.

If you make a complaint about privacy, we will acknowledge receipt of your complaint, and try to investigate and respond to you within 30 days. If you are unhappy with the outcome, you can lodge a complaint with the Telecommunications Industry Ombudsman or the Office of the Australian Information Commissioner.

Changes to this document

Similar to our other policies we regularly review and edit this document so as to ensure its effectiveness and accurateness. We do so at the discretion and may do so without notice. The latest version will be available on our website and when we do make changes to it the changes will be posted on our website.

 

CRITICAL INFORMATION SUMMARY
COMPLAINT HANDLING PROCESS

View & Download our Policy Here

Introduction

This is a summary of our complaint handling process for customers and former customers who are covered by the Telecommunications Consumer Protections Code (TCP Code). It outlines how we handle complaints, and is intended especially for our past, current and prospective customers, our own staff and other interested parties.

Our complaints goal

As our customer or former customer, you have the right to make a complaint. Our goal is to keep our customers satisfied, and that means as few complaints as possible, and that any complaints that do arise are dealt with openly, fairly and promptly.

To support that goal, our complaints process is approved by our Chief Executive Officer (or equivalent), who is responsible for ensuring its implementation, operation and compliance in accordance with Chapter 8 of the TCP Code. In dealing with you about complaints, we will use everyday language.

Contact Details

A complete list of contact details referenced in this summary appears at the end of it, in the ‘Details Table’.

Resolving complaints

A complaint is resolved when it is brought to a conclusion in accordance with the TCP Code (whether or not in your favour).

When we propose a ‘resolution’ to you, we are suggesting how to solve your complaint.

We aren’t required to action that proposed resolution unless and until you accept it. If you do accept our proposed resolution, we are allowed a period of time to action it – see below.

When your complaint is resolved, we must advise you accordingly.

Actioning a resolution

We will action an agreed resolution within ten working days unless:

(a) we agree otherwise with you; or

(b) you have not done something that is necessary for us to do our part.

Accessing our complaints process

Customer Care

You can call our Customer Care number – see below. This is a free, or low cost, number if you call it using a service we provide to you.

Making a complaint

You can make a complaint by letter, telephone, fax, online or email. The numbers and addresses are in the Details Table. If we sell through stores, you can make a complaint at a store, in person.

If you need assistance

We will assist you to formulate, lodge and progress a complaint if you need help, especially including because of disability, hardship and difficulties with English. Just let our Customer Care staff know you want help and, if you can’t tell us in that way:

If you need assistance

We will assist you to formulate, lodge and progress a complaint if you need help, especially including because of disability, hardship and difficulties with English. Just let our Customer Care staff know you want help and, if you can’t tell us in that way:

  • Write or email your request to an address in the Details Table; or
  • Contact us through your Authorized Representative or Advocate; or
  • Contact us via the National Relay Service on 133 677; or
  • Contact us via the Translating & Interpreting Service on 131 450.

Authorized Representatives and Advocates

An ‘Authorized Representative’ is a person you have appointed and delegated to deal with us, on your behalf, with some authority over your account.

An ‘Advocate’is a person you have appointed to deal with us, on your behalf, but without any authority over your account.

You can make a complaint through an Authorized Representative or an Advocate.

Response times

While we will strive to solve your complaint as soon as practicable, we are committed to certain maximum response times.

Acknowledgment

(a) If you make a complaint in person or by telephone to a ‘live’ staff member, we will acknowledge it immediately.

(b) If you make a complaint by email, or through our website or another customer service website we approve, or by paper post, or by a telephone message recording system, we will acknowledge it within two working days.

(c) When we acknowledge your complaint, we will give you:

  • A unique Case Reference that you can use to identify the complaint in later contacts with us;
  • An indicative timeframe to resolve the complaint; and
  • Information on how to obtain this Complaint Handling Process Summary.

First contact resolution

Whenever possible, we will strive to resolve your complaint on first contact.

Proposing a resolution

If we do not believe we can resolve your complaint within 15 working days (or two working days for an urgent complaint) we will advise you within those periods:

(a) why there is a delay;

(b) the timeframe that will apply; and

(c) if we expect resolution to require more than 9 more working days, of your options for external dispute resolution (except if the delay is because of a declared mass service disruption).

Otherwise, we will propose a resolution within 15 working days (or two working days for an urgent complaint).

Dealing with you and your complaint

Standards

(a) Your complaint must be resolved objectively, efficiently and fairly and our staff must treat you courteously.

(b) Clauses 8.2 to 8.5 of the TCP Code contain minimum performance standards of complaint management, complaint analysis, resourcing and record keeping, and we will comply with those standards.

Internal escalation

(a) We have an internal escalation process, and your complaint will be escalated and managed accordingly if you request it.

(b) For your information, internal escalation and management may not accelerate resolution if the complaint is not urgent and its processing

already meets the applicable standards and is within the permitted maximum response time/s.

(c) A complaint will be automatically escalated if:

  • A maximum response time has been exceeded;
  • It becomes urgent (see paragraph 9);
  • You notify us of another factor that increases the seriousness of your complaint or the need for expedited resolution.

(d) You can request escalation through any of the contact channels through which you can lodge a complaint.

Appropriate resolution

We will resolve your complaint appropriately and:

(a) we ensure that our Customer Care staff are trained to understand the potential remedies available to resolve complaints;

(b) any remedy we offer will be tailored to the root cause of the complaint, and to your circumstances (if you have told us about them);

(c) our Customer Care staff and management will monitor complaints to assess if they indicate wider issues, and, if so, address the root cause;

(d) we will resolve billing errors in current bills.

Advising you of resolution

As soon as practicable after we finish investigating your complaint, we will advise you of the resolution.

Credit management action suspended

We will not take credit management action over a disputed amount if you have made a complaint and we know:

(a) it has not been resolved to your satisfaction; and

(b) it is being investigated by us or the TIO or some other recognized third party.

Legal action delayed

We will not start legal proceedings over a matter that has been subject to a complaint:

(a) while we are handling the complaint internally; or

(b) within seven working days after we advise you of the outcome of the complaint.

Urgent complaints

When we treat a complaint as urgent

A complaint you make is treated as urgent if:

  • you have applied for or have been accepted as being in financial hardship under our Financial Hardship Policy and the subject matter of your complaint can reasonably be presumed to directly contribute to or aggravate your financial hardship; or
  • disconnection of a service is imminent or has occurred and where due process has not been followed; or
  • you are a Priority Assistance Customer (under the Priority Assistance for Life Threatening Medical Conditions Code) and the complaint relates to the service for which you receive Priority Assistance.

Our Customer Care staff are trained to watch for these factors and must flag a complaint as urgent if any of them are seen to apply. After that, the complaint will be managed under paragraph 9.2.

How urgent complaints are treated differently

Within two working days of acknowledging your urgent complaint, we will either propose a resolution or advise you why there will be a delay and how long it is likely to be. If you accept a resolution that we propose, we will action the urgent aspects of it within those two working days if possible.

Delays

We will advise you of any delays to promised timeframes.

Monitoring the progress of your complaint

You can monitor the progress of your complaint by calling Customer Care and quoting your Case Reference.

Closing your complaint

We only close a complaint if you agree, or if the TCP Code otherwise allows us to.

Consumer focus

We strive to keep our Complaints process easy to use and focused on you. Please let us know how we’re doing.

You can leave feedback:

  • With the Customer Care staff who assist you;
  • Or with their supervisor – just ask to be transferred;
  • Or by any of the contact numbers and addresses in the Details Table.

Charges for using our complaints process

Mainly, our complaints process is free. The only charges may be:

  • There may be a low cost for calls to our customer care number. But please note that if you call our number from a service provided by another provider (eg a mobile service that we do not provide to you) the other provider may charge you at its normal rates for calling our number.
  • There may be a costs recovery charge for providing information that we collected about you more than two years earlier. But before we charge that, we will tell you about it and give you the option of continuing the complaint (and paying the charge) or discontinuing the complaint, and we will tell you about options for external resolution of your complaint.
  • There may be a costs recovery charge for providing information in a form or quantity that our Standard Customer Terms or our Critical Information Summary state will not be provided at no charge. But before we charge that, we will tell you about it and give you the option of continuing the complaint (and paying the charge) or discontinuing the complaint, and we will tell you about options for external resolution of your complaint.

Copies of this summary are available free of charge by download from our website and if you do not have easy internet access, we will give you one hard copy, also free.

External dispute resolution

Options

The following external dispute resolution bodies may be able to assist with your complaint, but may require that you first attempt to resolve it directly with us:

  • The Telecommunications Industry Ombudsman (TIO) – www.tio.com.au;
  • The Office of Fair Trading in Your State or Territory – visit your State or Territory consumer website;
  • The Office of Fair Trading in Your State or Territory – visit your State or Territory consumer website;
  • For Australian Consumer Law matters, the Australian Consumer and Competition Commission (ACCC) – www.accc.gov.au;
  • For Telecommunications Consumer Protections Code matters, the Australian Communications & Media Authority (ACMA) – www.acma.gov.au;
  • For privacy issues, the Office of the Australian Information Commissioner (OAIC) – www.oaic.gov.au.

Limit on cancelling service

If:

  • You make a complaint; and
  • It hasn’t been resolved with us; and
  • You pursue external dispute resolution –

We must not cancel your service for those reasons alone.

Limit on cancelling service

If:

  • You make a complaint; and
  • It hasn’t been resolved with us; and
  • You pursue external dispute resolution –

We must not cancel your service for those reasons alone.

Details

Customer Care phone

1300 882 322

Customer Care email

customercare@asbcom.com.au

Customer Care fax

1300 368 880

Customer Care postal

 

SPEND MANAGEMENT TOOLS

Spend Management – Tools and Assistance

ASB communications prides itself on providing excellent customer service and this includes providing advice and various useful tools that can help you see how you use your service(s) with ASB communications and ways that you can simply manage your spending.

Choosing the Right Plan

Choosing the right telecommunications product to suit your needs can help you to keep control of your spending from the start. We recommend that you review the applicable charges for plans, keep your expected use of the services in mind and be aware of any eligible savings, for example, by bundling your phone and Internet with ASB communications.

Account information over the phone

Assistance is available to you from our Customer Service Staff on 1300-882-322 during the following hours:

  • Monday to Friday / 9am - 5pm EST 

Staff can provide information regarding unbilled charges on your account and information regarding your usage. Your privacy is important to us, so be sure to have your account information handy so we can verify your identity.

Spend Management Tools

ASB communications provides access to the various tools to enable you to take timely action to manage or limit your spend with us.

Near real time billing information ASB communications provides access to pro-forma invoices, which show how much you have spent in the current billing cycle on a particular ASB communications service. To receive a pro-forma invoice, please contact us on 1300-882-322. There is no charge to receive a pro-forma invoice.

Track & monitor your Landline usage in My Account™

My Account is an online resource which allows you to view all your ASB communications Landline usage included all your call history for set date ranges, your monthly access fees and any value added services you may have and the associated monthly fee. Please note that call records are not displayed in real time and may be delayed by more than 24 hours. There is no charge to access your daily usage file. To set up access your daily usage files, please contact us on 1300-882-322.

PSTN/ISDN A customer may restrict use of a voice service using call barring. This might be a permanent bar on all services (excluding local calls), or it may be a temporary bar on certain call types (eg. international, national or calls to 1900 numbers). You can restrict certain services (such as some call types and Premium services) associated with higher fees.

ASB communications can instigate call barring functions at your request, or you can manage barring by using your own PABX or IP PBX system. This might be a permanent bar on all services (excluding local calls), or it may be a temporary bar on certain call types (eg. international, national or calls to 1900 numbers). There is no charge for ASB communications to instigate call barring.

Delays in unbilled charges are usually from overseas usage or premium and third party services. Not all charges will necessarily appear on your bill in the month in which it occurs. Occasionally there may be delays in charges being passed onto us by our wholesalers. We are not permitted to bill you for any charges older than 160 days.

All of our Spend Management Tools come free of charge.

No Excess Usage Fees

ASB communications does not charge excess usage fees for any of our Unlimited ADSL Plans.

FINE PRINT DETAILS
FINANCIAL HARDSHIP POLICY

Introduction

Some personal/residential and small business customers who are experiencing financial hardship may been titled to special arrangements for ASB Comm Pty Ltd (“ASB Comm”) bills they cannot immediately afford to pay.

Depending on your circumstances, there may be options for helping to manage your financial difficulty e.g. payment plans, service restrictions and spending caps.

Eligibility is set out in ASB Comm's Financial Hardship Policy. Contacting us about financial hardship

Contact Hours: 9am-5pm AEST

Name/Position:Mrs. J. Bourke Financial Hardship Officer

Telephone: 1300 882 322

All hours – processed during business hours

Email: financialharship@asbcomm.com.au

All hours – processed during business hours

Postal Address: PO Box 7738, St Kilda Road, Melbourne VIC 8004, Australia

All hours – processed during business hours

Fax: 1300 368 880

All hours – processed during business hours

The Financial Hardship Officer can provide more information and a copy of our policy. You can also access it in our website.

Information we may require

To process a financial hardship enquiry or application, we first ask for an Application (which is attached to this Summary) that identifies you, your account, and other basic information. You must send it, and any other supporting documentation we require, to the email address, postal address or fax number above, addressed to ‘Financial Hardship Officer, Clarus

We may require further documentation, depending on the nature and circumstances of your claim e.g. (if relevant):

  • evidence that you lost employment;
  • evidence that you have consulted a financial counselor;
  • a statutory declaration by you;
  • a statutory declaration by someone familiar with your circumstances;
  • a medical certificate.

Our assessment of an application may be based on the information you provide or other information available to us.

If the information you provide is not sufficient for us to make an assessment, we will tell you that, and what other information is required.

If you do not provide information as requested, an assessment may not be made.

Provision of false or incomplete information may result in us cancelling any hardship arrangements.

How we assess an application – generally

We try to be flexible, since there are many different possible circumstances. But generally:

  • We will check that the amount involved is not disputed. If it is, our Complaints Policy applies instead.
  • We’ll assess whether the application meets the definition for financial hardship.
  • We’ll consider if non-payment of amounts is reasonable in all the circumstances.
  • Then we’ll consider whether your reason for being unable to pay falls into those relevant under our Financial Hardship Policy.
  • Then we’ll consider whether a financial hardship arrangement could assist you.
  • Then we’ll consider an appropriate arrangement under our Policy and the Telecommunications Consumer Protections Code C628:2012 and propose it to you. Where possible and appropriate, we will provide you with flexible repayment options to meet your individual circumstances.
  • We will make an assessment within 7 working days after you provide the last of any information or supporting documentation we reasonably require.

A proposed financial hardship arrangement has no effect unless and until you accept it. If you do not accept a proposed arrangement within 10 days, it is no longer open for acceptance. (But if you do not accept in that time for good reason, we will not unreasonably refuse to extend the proposal.)

If it becomes clear to us at any time that you do not meet the criteria for arrangement or assistance, we will inform you immediately

Your rights and obligations if we enter a financial hardship arrangement

  • You, and we, must comply with an agreed financial hardship arrangement.
  • We will give you written details of the arrangement if you ask for them.
  • We will not pursue credit management action over a debt while a financial hardship arrangement covering that debt is in place and you are complying with it.
  • You must promptly advise us if your circumstances change during the term of the financial hardship arrangement.

Contacting your local Financial Counsellor or Consumer Advocate, who may be able to assist or advise for free

QLD Financial Counselling Services of QLD (07) 3257 1957

NSW Credit and Debt Hotline 1800 808 488

ACT Care Financial Counselling (02) 6257 1788

VIC Consumer Credit Legal Service (03) 9602 3800

TAS Anglicare Financial Counselling (03) 9602 3800

SA Uniting Communities Financial Counselling (08) 8202 5180

WA Financial Counsellors Resource Project (08) 9221 9411

NT Anglicare Financial Counselling (08) 8985 0000

GOVERNANCE

NATIONAL RELAY & INTERPRETING SERVICE

If you have a disability or do not have English as your first language, the Australian Government provides services to assist in understanding & communicating with us. The National Relay Service contact number is 133 677. The number for the Translating & Interpreting Service is 131 450.

APPOINTMENT OF ADVOCATE OR AUTHORISED REPRESENTATIVE

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DO NOT CALL POLICY

The Do Not Call Register has been established by the Australian Government in response to increasing community concern about the growth in unsolicited telemarketing calls.

We respect your privacy and if you are registered on the Do Not Call Register, we will not contact you unless you are a ASB Communications customer or have specifically expressed interest in ASB Communications products and services.

Should you wish for ASB Communications not to contact you, you can request your number to be removed either in writing or by contacting our Customer Care team on 1300 848 070 or email support@asbcom.com.au. Please note you will need to specify each service number should you have multiple lines.

Please allow 30 days for your requested numbers to be removed from our database.

Find out more from the Australian Communications Authority Website – www.acma.gov.au/donotcall

CALL US ON 1300 848 070