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TERMS AND CONDITIONS

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

AUSTELNET'S Antenna
at Mount Melville,
Albany - WA

  • General Terms and Conditions

    AUSTRALIAN TELEPHONE NETWORKS

    GENERAL TERMS AND CONDITIONS

     

    Australian Telephone Networks will supply you with telecommunications services (“Services”) on the

    terms and conditions set out below. Words not defined in these terms and conditions have the same meaning as in the Telecommunications Act 1997.

    1. Our contract with you

    1.1 As a customer of Australian Telephone Networks these terms and conditions form the basis of our

    contract with you.

    1.2 Our contract with you also includes your application or order form which you complete and provide to us. We may accept and rely on a facsimile copy of the application or order form as if it was an original. You will be bound by a facsimile copy of the application or order form as if it was an original...

     

    Download the PDF General Termsand Conditions Policy for more details.

  • Complaint Handling Policy

    AUSTRALIAN TELEPHONE NETWORKS

    CUSTOMER COMPLAINT HANDLING POLICY

     

    1. Introduction

    At Australian Telephone Networks we are committed to providing our customers with the best products and service. This policy details how Australian Telephone Networks handles customer complaints in relation to our products and services.

    This policy is compliant with the ACIF Industry Code on Complaint Handling.

     

    2. Your legal rights

    Nothing in this policy limits or detracts from your rights under the Standard Terms and Conditions, the Telecommunications Act, the Trade Practices Act or any other laws. You do not have to follow the complaint handling procedures in this Statement; you can choose to take independent action to enforce your rights. However we believe that our complaint handling procedures will provide a quick and effective resolution of your concerns and difficulties...

     

    Download the PDF Complaint Handling
    Policy for more details.

  • Customer Service Guarantee

    AUSTRALIAN TELEPHONE NETWORKS

    CUSTOMER SERVICE GUARANTEE FOR STANDARD TELEPHONE SERVICES

     

    Australian Telephone Networks is committed to achieving customer service excellence. Australian

    Telephone Networks complies with the legislated requirements outlined in the Telecommunications

    (Customer Service Guarantee) Standard 2000 (“The CSG Standard”) and issued by the Australian

    Communications and Media Authority (ACMA).

     

    The CSG Standard specifies certain requirements to which service providers such as Australian

    Telephone Networks and its suppliers must adhere in relation to the provision and repair of Standard

    Telephone Services and appointments related to these activities.

     

    What types of services are covered by the CSG standard?

     

    The CSG Standard applies to all telephone companies offering fixed line services and covers the

    Standard Telephone Service (STS) and five specified Enhanced Call Handling Features.

    These features are:

     

    • Call Waiting – enabling a customer to receive a second call on a telephone service while engaged on

    a call;

    • Call Forwarding – causing a call directed to a number to be redirected to a stored number...

     

    Download the PDF Customer ServiceGuarantee Policy for more details.

  • Fair Use Policy

    AUSTRALIAN TELEPHONE NETWORKS

    FAIR USE POLICY

     

    This Fair Use policy applies to Australian Telephone Networks Services. It is important to Australian Telephone Networks that all eligible Australian Telephone Networks customers are able to access our Services. Accordingly, We have devised a Fair Use Policy which applies to:

     

    (a) usage of Australian Telephone Networks Services and Plans; and (b) any promotions or Services which

    are advertised by Australian Telephone Networks as subject to the Fair Use Policy (“Fair Use Promotions”).

     

    We reserve the right to vary the terms of the Fair Use Policy from time to time.

     

    Australian Telephone Networks may rely on the Fair Use Policy where:

     

    (a) your usage of Australian Telephone Networks Services is unreasonable; or

     

    (b) your participation in a Fair Use Promotion is excessive or unreasonable, as defined below.

     

    Unreasonable Use

     

    It is unreasonable use of Australian Telephone Networks Services where your use of Australian Telephone Networks Services is reasonably considered by Australian Telephone Networks to be excessive, fraudulent or to adversely affect the Australian Telephone Networks Network or other Australian Telephone Networks customers’ use of or access to a Australian Telephone Networks Service or the Australian Telephone Networks Network....

     

    Download the PDF Fair Use Policy for more details.

  • Financial Hardship Policy

    AUSTRALIAN TELEPHONE NETWORKS

    FINANCIAL HARDSHIP POLICY

     

    Financial hardship

     

    Financial hardship involves a situation where a person is unable, for reasons such as illness, unemployment

    or another reasonable cause, to meet their financial obligations to us, however they reasonably expect

    to be able to do so with an adjustment to their payment and / or service arrangements. If you wish to

    claim financial hardship and adjust your payment / service arrangements, please contact us. There are

    no charges associated with this service. Each situation will be assessed on a case by case basis.

     

    Our financial hardship policy

     

    The purpose of this policy is to ensure that if we have customers who are experiencing financial hardship,

    we can work with them to pay their account over time whilst maintaining ongoing access for them to

    some telecommunications services.

     

    Definition

     

    Financial hardship involves a situation where a person is unable, reasonably, to meet their financial

    obligations to us under their contract...

     

    Download the PDF Financial Hardship Policyfor more details.

  • Financial Hardship Policy Summary

    Australian Telephone Networks

    Financial Hardship Policy Summary

     

    The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed.

     

    Contact us

     

    We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 1300 935 138 if you would like to discuss any Financial Hardship matters with us. You can do so from 9am – 5pm AWST.

     

    The process

     

    When assessing your eligibility for Financial Hardship, we may ask you to provide certain

    documents such as:

     

    •A statutory declaration or official written communication from a person or support group that is familiar with your circumstances...

     

    Download the PDF Financial HardshipPolicy Summary for more details.

  • Network Fault Restoration

    AUSTRALIAN TELEPHONE NETWORKS

    NETWORK FAULT RESTORATION

     

    OVERVIEW

     

    Australian Telephone Networks Fixed Services (PSTN, ISDN 2, ISDN 10/20/30) are a resale of Telstra’s

    Fixed Line Network. Fault restoration, maintenance and repair are controlled and managed by Telstra’s

    Fault Management Team. Australian Telephone Networks has live access to Telstra Fault Reporting

    Systems, enabling us to immediately log faults to Telstra and with the same level of service you can

    expect to receive from Telstra directly.

     

    An overview of the Fault Restoration time frames and policies for Escalation and Priority Assistance

    are outlined below for the various products provided through Australian Telephone Networks.

     

    PSTN Service (Basic Telephone Service)

     

    You can report faults on your Basic Telephone Service to Australian Telephone Networks 24 Hours a

    Day / 7 Days a week...

     

    Download the PDFNetwork Fault Restoration for more details.

  • Privacy Policy

    AUSTRALIAN TELEPHONE NETWORKS

    PRIVACY STATEMENT

     

    Introduction

     

    This privacy statement applies to all business activities of Australian Telephone Networks and its related and trading entities, including its website www.austelnet.com.au; to the extent that they affect or involve the collection, use, disclosure or handling of personal information.

     

    Protecting Your Privacy

     

    Australian Telephone Networks is committed to providing you with the highest levels of customer service. This includes protecting your privacy. Australian Telephone Networks is bound by the Commonwealth Privacy Act 1988, which sets out a number of principles concerning the protection of your personal information.

     

    Set out below is information that Australian Telephone Networks is required to communicate to its customers. Australian Telephone Networks recommends that you keep this information for future reference....

     

    Download the PDF Privacy Policyfor more details.

  • Regulatory Compliance Statement

    AUSTRALIAN TELEPHONE NETWORKS

    REGULATORY COMPLIANCE STATEMENT

     

    Australian Telephone Networks operates within a complex regulatory environment but remains committed to keeping you informed about key protection measures that exist within the telecommunications industry. Some of these measures include, your right to Priority Assistance if you have a life threatening medical condition, through to information on the Customer Service Guarantee. At Australian Telephone Networks we know that our success depends on the service we provide our customers. The Public Affairs section is responsible for managing and communicating relevant and interesting information regarding the telecommunications regulatory environment. Take the time to browse through it. If you need further information on anything contained here please contact us.

     

    Billing

     

    Australian Telephone Networks is committed to providing our customers with clearly understood,

    accurate, timely and complete bills and billing related information. Australian Telephone Networks has

    legal and regulatory obligations when it comes to:

     

    • receiving billing information

    • what’s in your bill....

     

    Download the PDF Regulatory ComplianceStatement for more details.

  • Telecommunications Consumer Protection Code

    C628:2012 Telecommunications Consumer Protections Code

     

    First published as C628:2007

     

    Note: Due to an incorrect reference in clause (d) under Chapter 8 Rules, this clause was deleted and clause 8.1.1(a)(ii)B was amended on 9 July 2012.

     

    Communications Alliance Ltd ACN 078 026 507 (Communications Alliance) was formed in 1997 to provide a unified voice for the Australian communications industry and to lead it into the next generation of converging networks, technologies and services.

     

    Disclaimers

     

    1. Despite anything contained in this Industry Code:

     

    (a) Communications Alliance disclaims responsibility (including where Communications Alliance or any of its officers, employees,....

     

    Download the PDF Telecommunication Consumer Protection Code  for more details.

  • Complaint Handling Summary Process

    AUSTRALIAN TELEPHONE NETWORKS

    COMPLAINT HANDLING PROCESS – SUMMARY

     

    Our principles

     

    You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

     

    We strive to solve any problems you may have during your first contact with us.

     

    Our complaint handling process complies with the requirements of the Telecommunications

    Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the

    process lies with our Chief Executive Officer.

     

    Free of charge

     

    We will not charge you for dealing with your complaint in most instances, and we will never charge

    you without telling you first......

     

    Download the PDF Complaint HandlingSummary Process  for more details.

Enquire

Australian Telephone

Networks

 

Call 1300 935 138

or 08 9892 2800

 

230 Albany Hwy,

Albany | WA

6330

 

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