1. About these Telco Terms
These Telecommunications Service Terms apply to telecommunications and carriage services supplied, resold, arranged, supported or managed by Res-Q IT Services, including mobile, mobile broadband, fixed internet, NBN, data, landline, VoIP, SIP, hosted voice, phone numbers, SIMs, equipment and related support services.
These Telco Terms apply in addition to our Website and Service Terms, Privacy Policy, Acceptable Use Policy, any quote, service schedule, Critical Information Summary, order form, managed services agreement or other written agreement.
If a Critical Information Summary, plan schedule or signed agreement contains specific product terms, fees, minimum terms, inclusions or exclusions, those product-specific terms apply for that product to the extent of any inconsistency.
2. Important product information and CIS documents
Where required, we will make available a Critical Information Summary (CIS) for each relevant telecommunications product, plan or service. A CIS summarises key information such as inclusions, exclusions, fees, minimum contract term, roaming charges and complaint options.
You should read the applicable CIS and service schedule before ordering a telecommunications service. If a sale occurs by phone and you do not wait to receive the CIS first, we will tell you the main details before purchase and send the CIS within the timeframe required by the applicable rules.
2A. Consumer protection rules
Where consumer protection rules apply, we will comply with applicable telecommunications codes, industry standards and laws, including the Telecommunications Consumer Protections Code while it remains in force and any replacement ACMA industry standard when it commences. These rules may cover sales practices, advertising, contract information, billing, payment methods, credit assessment, switching, complaints, financial hardship, outage communications, emergency call arrangements and other consumer safeguards.
3. Suppliers, networks and availability
Telecommunications services may be supplied using third-party carriers, carriage service providers, wholesale providers, NBN-related providers, internet service providers, software vendors and equipment suppliers.
Availability, performance, coverage, speeds, routing, number availability, installation dates and restoration times may depend on third-party networks and suppliers. A service may not be available at all locations or may require service qualification before we accept an order.
We may change the supplier, carrier, access technology, network path, IP range, equipment, configuration or service delivery method where reasonably required, provided the change does not materially reduce the service in a way not permitted by law or the applicable product terms.
4. Account holder and authority
You must provide accurate identity, contact, service address, billing, authorised representative and end-user information. You must tell us promptly if this information changes.
You warrant that you are authorised to order, connect, transfer, port, modify, cancel or administer the service and that you have obtained all approvals needed from owners, landlords, building managers, users, occupants and account holders.
We may perform identity, credit, service qualification and authority checks before connecting or changing a service.
5. Orders, connection and installation
Orders are subject to our acceptance and supplier acceptance. We may reject or cancel an order if the service is unavailable, technically infeasible, unsupported, affected by supplier restrictions, affected by credit concerns, or based on incorrect information.
You must provide access to premises, communications rooms, pits, pathways, cabling, power, equipment, NBN devices and relevant systems. Missed appointments, unsafe sites, lack of access, incorrect information, cabling issues or customer-caused delays may result in additional charges.
Internal cabling, power, building works, electrical works, network equipment, routers, firewalls, handsets, battery backup, alarms, EFTPOS, medical alarms, monitored security systems and other customer equipment may require separate work and may not be included unless expressly stated.
6. Numbers, SIMs, porting and directories
Phone numbers, DIDs, mobile numbers, SIMs, IP addresses and other identifiers are subject to numbering rules, supplier rules and availability. You do not own a number or identifier, but you may have rights to use or port it in accordance with applicable rules.
Porting or transferring a number may disconnect services linked to that number. You are responsible for checking how porting will affect bundled services, alarms, EFTPOS, fax, medical devices, monitored systems, broadband, hunt groups, call routing, voicemail and other dependent services.
You must provide accurate service address and directory information where required, including information needed for emergency services, number management and the Integrated Public Number Database.
7. Billing, usage and charges
You must pay all charges for the service, including recurring fees, usage, excess usage, installation, equipment, hardware, software, support, relocation, call-out, number porting, cancellation, reconnection, late payment, dishonour, freight and third-party charges set out in the quote, invoice, CIS, service schedule or applicable rates.
Charges may include calls, SMS, MMS, data, international calls, premium services, roaming, satellite, special numbers, directory assistance, content, value-added services and usage not included in your plan.
Payment is due by the date on the invoice. If no date is stated, payment is due 7 days from the invoice date. Billing disputes must be raised promptly and you must pay any undisputed amount by the due date.
8. Spend controls and usage management
You are responsible for monitoring usage and charges. We may offer usage alerts, barring, spend controls, plan changes or other controls where available, but these tools may not be real-time and may not prevent all charges.
International roaming, premium services, excess data and usage outside included allowances can be expensive. You should request appropriate barring or controls before using those services.
9. Acceptable use and fair use
You must use telecommunications services in accordance with our Acceptable Use Policy, supplier policies, carrier policies and the intended purpose of the plan.
Plans described as unlimited or unmetered are subject to reasonable use, fair use, network management and prohibited use rules. We may restrict, suspend, shape, change or terminate a service if use is unlawful, fraudulent, excessive, harmful, abusive, creates network risk, triggers supplier action, or is inconsistent with the service type.
10. Equipment
Equipment may be sold, rented, loaned, financed, subsidised or supplied as part of a service. Ownership, return obligations, warranty terms and charges will be as stated in the quote, invoice or service schedule.
You are responsible for keeping equipment safe, powered, connected, ventilated, updated and protected from damage or unauthorised access. Lost, damaged, unreturned or modified equipment may attract replacement or non-return charges.
If you use your own equipment, you are responsible for compatibility, configuration, licensing, supportability and security. We may not be able to support all BYO equipment.
11. Service performance, speeds and coverage
Unless expressly guaranteed in a service schedule, speeds, latency, coverage, throughput, call quality, availability and restoration times are not guaranteed. They may vary due to technology, location, distance, network load, hardware, Wi-Fi, cabling, configuration, software, upstream networks, third-party outages, maintenance and force majeure events.
Wireless and mobile coverage is affected by location, building materials, terrain, weather, device capability, network load and supplier network settings. Indoor coverage is not guaranteed.
12. Outages, maintenance and network events
Telecommunications services may be affected by planned maintenance, emergency maintenance, faults, power outages, supplier outages, NBN outages, carrier outages, cyber incidents, natural disasters and other network events.
Where rules require it and where information is available to us, we will communicate outage information in a timely and accessible way, including available information about affected services, locations, status, scale, cause, estimated restoration and service restoration.
For significant local outages or major outages, we may rely on information from carriers, wholesale providers or upstream suppliers. Restoration estimates are estimates only unless the relevant supplier gives a binding commitment.
13. Emergency calls and power failures
You should not rely on a single telecommunications service for emergency communications. Keep an alternative way to contact emergency services where possible.
VoIP, hosted voice, cordless phones, modems, routers, NBN equipment and some fixed services may not work during a power outage, broadband outage, equipment failure or network outage unless suitable battery backup or another working service is available.
For mobile services, emergency call functionality may depend on handset capability, coverage, network availability and emergency call arrangements. Some mobile devices may be unable to call Triple Zero (000) if they do not support required technologies or are affected by network changes.
14. Priority assistance and vulnerable customers
If you or someone at your premises has a diagnosed life-threatening medical condition and requires a working phone service, tell us before ordering and whenever circumstances change. Priority assistance may be available only for eligible services and may depend on the relevant carrier or upstream provider.
If you are experiencing vulnerability, accessibility issues, family or domestic violence, natural disaster impacts, illness, loss of income or other hardship, tell us so we can discuss available support options.
15. Payment assistance and financial hardship
If you are a residential, small business or not-for-profit customer having difficulty paying a phone or internet bill, contact us as soon as possible. Keeping customers connected is a priority.
Where the Telecommunications (Financial Hardship) Industry Standard applies, we will discuss payment assistance options that are realistic, appropriate and tailored to your circumstances. Options may include deferring payment, extending time to pay, payment plans, spend controls, moving to a lower cost option, credits, discounts, waivers or other assistance depending on the circumstances and applicable rules.
We will consider the information you provide, your capacity to pay and any vulnerability or family and domestic violence considerations. Suspension or disconnection for non-payment should be a last resort where payment assistance rules apply.
16. Faults and support
You must report faults promptly and provide reasonable information, access and cooperation so we can investigate. We may ask you to perform tests, restart equipment, check cables, provide screenshots or allow remote access.
If the issue is caused by your equipment, cabling, power, configuration, software, user action, unauthorised changes or a third-party service outside our control, support or call-out charges may apply.
Where supplier escalation is required, restoration depends on the supplier’s processes, appointment availability, network access and service levels.
17. Complaints
If you are unhappy with a telecommunications service, contact us first:
- Email: [email protected]
- Phone: (08) 6555 6500
- Address: 7/216 Stirling Highway, Claremont WA 6010
Please use the word “complaint” and provide your account details, service number, contact details, description of the issue and the outcome you are seeking.
Where the telecommunications complaints handling rules apply, we will acknowledge complaints promptly, try to resolve complaints on first contact where possible, propose a resolution for non-urgent complaints within 10 working days, implement an agreed resolution within 5 working days, and resolve urgent complaints within 2 working days.
A complaint may be urgent if it involves financial hardship where the issue could worsen your hardship, priority assistance, an imminent or improper disconnection, safety risk or another category treated as urgent by applicable rules.
If your complaint is not resolved after contacting us, you may be able to contact the Telecommunications Industry Ombudsman at www.tio.com.au or 1800 062 058.
18. Suspension, restriction and disconnection
We may suspend, restrict, bar, shape, block or disconnect a telecommunications service where permitted by law if:
- charges are overdue;
- you breach these Telco Terms, our Website and Service Terms or our Acceptable Use Policy;
- the service is used unlawfully, fraudulently, abusively or in a way that threatens security, public safety or network integrity;
- a supplier, carrier, regulator, court or law enforcement body requires it;
- the service creates risk to emergency call arrangements, numbering rules, network operations or other users;
- you provide false information or fail an identity, authority or credit check;
- we need to perform emergency maintenance or protect systems; or
- the service is no longer available from the relevant supplier.
We will act reasonably and comply with notice, payment assistance, complaint handling and consumer protection requirements that apply to the service.
19. Cancellation, minimum terms and early termination
The minimum contract term, cancellation rights and early termination charges for a telecommunications service are set out in the CIS, quote, order or service schedule.
If no specific term is stated and the service is an ongoing business service, either party may terminate by giving at least 60 days’ written notice, subject to any supplier commitment, number porting requirement, equipment return obligation or outstanding charges.
Early termination may require payment of outstanding fees, usage, equipment charges, supplier charges, committed licence charges, installation subsidies, remaining minimum term charges or other amounts stated in the applicable service schedule.
20. Privacy and telecommunications data
We handle personal information in accordance with our Privacy Policy. Telecommunications services may require us to collect, use and disclose account, number, service address, usage, billing, support, directory, emergency, porting and network information to carriers, wholesale providers, NBN-related providers, emergency service arrangements, regulators, law enforcement, dispute resolution bodies and suppliers.
You must ensure that you have authority to provide personal information about users and occupants and that you have told them how their information may be used for service delivery, billing, support, emergency services and compliance.
21. Changes to services and charges
We may change plans, charges, inclusions, suppliers, features or terms where allowed by law, where required by a supplier, where a service is withdrawn, where costs change, or where we reasonably need to protect service integrity or comply with law.
We will give notice of changes where required. If a change is materially detrimental and the law gives you a right to cancel, we will tell you about that right.
22. Liability
Telecommunications services rely on third-party networks, systems and suppliers. To the maximum extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of data, loss caused by outages, or failure of third-party networks or suppliers.
Nothing in these Telco Terms excludes any non-excludable rights, guarantees or remedies under the Australian Consumer Law, telecommunications law or other applicable law.
23. Contact
For telecommunications service enquiries, billing questions, payment assistance, faults or complaints, contact [email protected] or call (08) 6555 6500.