THINGS YOU NEED TO KNOW

CONTENTS

  1. Managing you Spend
  2. Your Network
  3. Paying us
  4. Hardware and Warrenties
  5. Dealing with us
  6. Feedback and complaints
  7. Troubleshooting

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 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
30 MB
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
24 MB

2. Your Network

Your NBN Service is utilised on the National Broadband Network (NBN).  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.

3. Paying us

Your bill: AzNet 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 arrears. 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 NBN  service charges. AzNet provides multiple payment options including:  Over the counter at NAB , Bpay, Credit Card , and through our Pay By Phone system 1300 192 656. Online Credit personal, business or money order cheques
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 authorized 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

7. Troubleshooting

Please click on our troubleshooting page here if you are having an issue with your connection.