What You Need to Know
Information about our services
We hope the information below will assist you with the use of our services.
1. Spend Management
We will help you control your Internet spend by providing you with notifications via email when you reach 50%, 85% and 100% of your data allowance that is included in your broadband plan. Usage notifications do not occur in real time but with a delay of up to 48 hours after you actually reached the respective thresholds.
For telephone spend, you can contact us to request that certain features of your service, such as international use or premium numbers, are limited if they are enabled.
We bill monthly and provide the option to pay using direct transfer, Direct Debit, BPAY, or web payments using Ezidebit WebPay or Xero Pay Now. Payments made by Credit Card attract a transaction fee as follows:
Direct Debit: 2.2% (min $0.99) for Visa/Mastercard
4.4% (min $0.99) AMEX/Diners
Ezidebit WebPay: 2.2% + $0.30 for Visa/Mastercard
4.4% + $0.30 AMEX/Diners
Xero Pay Now: 2.4% + $0.25 for Visa/Mastercard
4.4% + $0.25 AMEX/Diners
This fee will be added to the invoice amount at the time of payment. BPAY payments from a Credit Card are disallowed.
Our bills have a standard format and are compliant with practices as recommended by the Telecommunications Consumer Protection Code. Some charges such as broadband access service charges are billed one month in advance. All bills are delivered via email with a postage charge levied if sent via mail.
If you want to obtain records of your previous bills or your current spend, please send an email to firstname.lastname@example.org with your request. Please note that an additional charge may apply if you wish to access bills which are more than 24 months old.
Please contact us if you have any questions or wish to make changes to your current billing details.
3. Your Network
Your service is provided using the IPC Solutions Business Communications network which uses a number of upstream providers. Broadband services are generally provided on Telstra infrastructure.
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.
Our Standard Form of Agreement (SFOA) forms part of our contract with you for the services we provide. Currently these documents are under review and will be available when completed.
In the mean time, if you have any questions regarding the service obligations, please contact us to discuss.
4. Hardware and Warranties
Where we supply hardware, e.g. a modem, router, switch etc., 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.
All warranty periods are as per the standard manafacturer warranties for the product. The IBC Communications Manager appliance is built and supplied by IPC Solutions and has a warranty period of one year from the date of purchase.
To find out more information please see our Warranty Policy found here
5. Dealing with Us
If you wish, you can appoint a person to interact with us on your behalf. An advocate is someone who you appoint to interact with us, but who does not have authority to change your account settings or details. An authorised representative is a person who you authorise to operate your account and make changes as if they were you.
To appoint either an advocate or an authorised representative, please complete and send to us our appointment form, which you can obtain from the link below:
6. Financial Hardship and Debt Counselling
Our financial hardship policy is available here.
If you are experiencing genuine financial hardship and think you may be covered by our policy, please contact us to provide evidence of the financial hardship for us to consider.
If you are experiencing financial hardship, there are a number of organisations which provide free counselling and assistance. To find a financial counsellor in your area visit www.fcan.com.au.
A report from a financial counsellor can help show what you can afford to pay towards your telecommunications services and may be required under our financial hardship policy.
7. Feedback and Complaints
We are here to help! Please contact us if you wish to give feedback or make a complaint.
Our summary of the complaint handling policy can be found here.