Service Description and Terms


Service Description and Terms - TPG VOIP, Home Phone,Landline Rental and Preselection


This document contains the Service Description and Terms for the supply of TPG Voice. TPG Voice is supplied by TPG Internet Pty Ltd (ABN 15 068 383 737) (TPG). The Standard Terms and Conditions http://www.tpg.com.au/terms_conditions/standard.php apply to this service and are part of the agreement under which TPG supplies this service.


1. THE SERVICE


    1.1. The TPG Voice service has four types:

      (a) TPG VOIP;

      (b) TPG Home Phone; and

      (c) TPG Landline Rental

      (d) TPG Preselection.


    1.2. The primary differences between TPG Voice Services are generally described as follows and in the below table:

      (a) TPG VOIP is a voice service where, generally, the call is carried over a broadband internet connection. It is not a normal telephone service and requires special equipment other than a standard telephone;

      (b) TPG Home Phone and Landline Rental is a standard telephone service where the call is not carried over a broadband connection but rather, like conventional telephony, is carried directly over the copper pair between the customer premises and TPG switching equipment. With Home Phone supplied over the National Broadband Network, the line will be supplied by the NBNCo, and may be fibre, copper, or a wireless line and your handset(s) will need to be connected directly to a designated UNI-V port on the NBN connection box installed by NBNCo. You may be able, at your own expense, to create wiring that will enable many telephone connection points to be connected to the UNI-V port. A conventional telephone handset is required for TPG Home Phone and Landline Rental; and

      (c) TPG Preselection is a service by which a customer who uses another carrier as their home phone access provider but chooses TPG as their provider for all long distance, fixed to mobile, and international telephone calls. All other calls are provided by the customer's home phone access provider.

      TPG VOIP TPG HOME PHONE AND
    LANDLINE RENTAL
    TPG PRESELECTION
    Functioning Broadband Connection Needed   Yes   No   No
    Special Equipment or Software Needed   Yes - softphone, USB phone, ATA or VOIP Modem   No - just a telephone but, for NBN, connection to the UNI-V port must be possible. In addition, a back-up battery will need to be installed.   No
    Standard Telephone Service   Yes   Yes   Provided by Customer's access provider
    Preselect or Override to other carriers possible   No   No   Yes
    Customer Service Guarantee   Must be waived by the customer   Must be waived by the customer   Customer's access provider obligation
    Number assigned   Yes (for some VOIP plans)   Yes   Provided by Customer's access provider
    Fax Transmission   Not reliable   Fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network is supported; fax to international numbers is not reliable; and VoIP based fax is not supported.   Provided by Customer’s access provider
    Support for Foxtel, back to base alarms and similar   No   No   Provided by Customer's access provider

    1.3. TPG does not warrant that a customer will be eligible to acquire any type of TPG Voice service. The availability of any type of service and the eligibility of a customer to acquire any type will be determined at the time of application by the customer for the service.

2. TPG VOIP


    2.1. TPG VOIP is a service which enables you to make and receive voice calls over your broadband internet connection (ADSL, ADSL2+, Naked ADSL2+). It is particularly designed for use with TPG's broadband services.

    2.2. TPG VOIP is not intended to be used as a standard telephone service. If your internet is not functioning properly for any reason, including where there is a power failure, data congestion, throttling, or other internet outage, TPG VOIP will not function or will not function correctly.

    2.3. TPG VOIP may be used to make and receive calls to/from

      (a) Other TPG VOIP customers;

      (b) Standard Australian local and national numbers;

      (c) Australian mobile numbers in Australia;

      (d) 000 emergency services (only for plans where a service number is allocated);

      (e) Free phone and local rate numbers such as 13, 1300 and 1800 numbers (only for plans where a service number is allocated);

      (f) Directory assistance or operator assisted numbers (only for plans where a service number is allocated);

      (g) Satellite phones;

      (h) Most International destinations.

    2.4. It is not possible to use TPG VOIP to make calls to premium numbers such as 19 and 1900 numbers, Universal International Freephone Numbers (UIFN) or 0500 numbers.

    2.5. TPG VOIP is not useable for fax transmission, pay TV system dialups (e.g., Foxtel, Austar, Select TV), back to base alarms and other monitoring systems using phone lines, dial up modem and other analogue data calls (e.g., EFTPOS).

    2.6. TPG retains the complete discretion to decide the CODEC which will be used for the TPG VOIP service.

    2.7. It is a condition of supply of the Service that you must not preselect to another carrier or use the TPG VOIP service to make override calls on a third party network. TPG may terminate the supply of the service if you preselect to another carrier or use the service to make override calls. You agree that you will not request that TPG procure the ability to preselect or override to other carriage service providers.

    2.8. In addition, TPG also sells international VOIP minutes via TPG’s VOIP International Gateway. TPG’s VOIP International Gateway is an IP gateway which enables voice calls to be carried to certain international destinations. TPG’s VOIP International Gateway can only be accessed by registered TPG customers and access to the TPG VOIP International Gateway may be achieved by one of the following methods:

      (a) by dialling a nominated TPG VOIP International Gateway telephone number from a Australian telephone service (whether fixed or mobile) which has been registered with TPG; or

      (b) by means of Internet Protocol (IP) connectivity (this access method is not initially available but it is expected that it will become available in due course).

    TPG advises you that charges for International VOIP Minutes exclude any charges that you may incur in accessing the TPG International VOIP Gateway. For example, you will probably incur a fixed or per minute charge from your telephone service provider for dialling the TPG VOIP International Gateway. When accessing via IP, you will utilise data quota that may be supplied to you by your IP provider and, in some circumstances, incur charges for the data used in accessing the TPG VOIP International Gateway. Such charges are your responsibility and you should make your own enquiries before deciding to register for and use the TPG VOIP International Gateway service.

3. TPG Home Phone and Landline Rental


    3.1. TPG Home Phone and Landline Rental is a standard telephony service.

      (a) Where the Home Phone service is not supplied over the National Broadband Network (NBN), a standard telephone must be connected to a standard RJ11 telephone socket which is cabled and connected to a qualified copper pair.

      (b) In the case of a connection to the NBN, the technology will be supplied by the NBNCo Limited (which may include fibre, copper, or wireless). The telephone handset will need to be connected either directly to a designated UNI-V port on the NBN Connection Box or through wiring to that port that you establish at your own expense. A back-up battery will be installed with an NBN Service but, if there is an option to do so, you may elect not to install a back-up battery. The back-up battery is designed only to maintain power to the voice and the data ports on the NBN Connection Box. It will not operate to supply back-up power to your handsets or to your broadband equipment. You acknowledge that, if the back-up battery is not installed and functioning correctly, the Home Phone service will not function during a power outage. Replacement of a back-up battery that has ceased to supply electrical charge will be at your expense.

    3.2. Calls to numbers starting with 19, 0500 or Universal International Freephone Numbers (UIFN) are not supported.

    3.3. TPG uses the copper unbundled local loop (ULL) to supply the service but may use an alternative customer access network such as the national broadband network (NBN) to do so. In order to acquire TPG Home Phone and Landline Rental before NBN is available at your premises, there must be an available qualified copper pair at the customer premises. This means that the customer premises will need to have or have had in the past an existing functioning standard telephone service using a copper pair. The qualification of the copper pair to be used for the TPG Home Phone and Landline Rental service will be determined during the application process. Not all copper pairs are suitable. Limitations may include the existence of complex services being supplied over the copper pair (e.g., ISDN, Duet, Securitel, Line Hunt, ADSL2+ etc), and where there is RIM, sub-exchange, pair gain or other network elements affecting the copper pair.

    3.4. TPG Home Phone and Landline Rental may be unreliable for pay TV system dialups (e.g., Foxtel, Austar, Select TV), back to base alarms and other monitoring systems using phone lines, Priority Assistance Scheme, line hunt facilities, dial up modem or other analogue data calls (e.g., EFTPOS). Fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network is supported; fax to international numbers is not reliable; and VoIP based fax is not supported. Once the TPG Home Phone and Landline Rental service is installed, you will not be able to use the copper pair for telecommunications services supplied by third party carriers. For example, you will not be able to use that copper pair to acquire broadband from Telstra, Optus or other carriers, though it will be possible to acquire broadband from TPG. Broadband using the Line Sharing Service is not possible.

    3.5. TPG may offer a range of features with TPG Home Phone and Landline Rental but is not obligated to do so. Initially, customers should understand that some of the features that might be available with other telephony services, such as caller ID, call forwarding, call hold etc will not be available. If TPG chooses to make such additional features available, the terms under which those features are offered will be stipulated at the time of offer.

    3.6 It is a condition of supply of the service that you must not preselect to another carrier or use the TPG Home Phone and Landline Rental service to make override calls on a third party network. TPG may terminate the supply of the service if you preselect to another carrier or use the service to make override calls. You agree that you will not request that TPG procure the ability to preselect or override to other carriage service providers.

4. PRESELECTION


    4.1 TPG Preselection is a service by which a customer who uses another carrier as their home phone access provider uses TPG as their provider for all long distance, fixed to mobile, and international telephone calls. All other calls are provided by the customer’s home phone access provider.

    4.2 You will remain responsible to pay your primary telecommunications supplier for all local calls, access line charges, other value added services and for calls made using another telecommunications supplier’s override code

    4.3 By the application process, you:
      (a) states that you are authorised to request the change in preselection in respect of the service number(s) nominated in the application;

      (b) appoint TPG as your authorised agent to act on your behalf to transfer preselection to TPG or its related company, including by completing and signing any forms that other service providers may require to transfer the preselection; and

      (c) acknowledge that you have been advised that you may have an agreement with another telecommunications supplier and that there may be consequences under that existing agreement if you change your preselection choice to TPG or its related company.

5. CUSTOMER SERVICE GUARANTEE


    5.1. The Customer Service Guarantee (CSG) is a guarantee that is prescribed under the Telecommunications Act 1997 and gives consumers certain rights in connection with standard telephone services. These rights include:

      (a) The right to be provided with information about the CSG and the performance standards applicable under it;

      (b) The right to receive compensation if a standard telephone service is not connected within a specified timeframe;

      (c) The right to receive compensation if a fault or service difficulty exists on a standard telephone service and is not rectified within a specified timeframe;

      (d) The right to receive compensation if TPG misses an appointment with a customer with whom TPG has made an appointment in connection with the standard telephone service.

      The specified timeframes and the amounts of compensation vary based on the customer location, the nature of the infrastructure available at the customer site and the length of time during which default has occurred. Full detail of the compensation can be found with a search of the ACMA website (www.acma.gov.au).

    5.2. TPG Home Phone plans are supplied on the basis that you waive the CSG. The charges for TPG plans are typically cheaper than the charges for other plans in the market which may include the CSG but you should make your own assessment as to whether the TPG plans represent sufficient value for you to waive the rights given to you under the CSG.

    5.3. If you wish to acquire a TPG Home Phone and Landline Rental plan in respect of which TPG requires that the CSG be waived, you must agree to waive the CSG and complete the CSG Waiver Form.

    5.4. TPG VOIP may perhaps be a standard telephone service. It is therefore a condition of these plans that you also waive rights to the CSG.

    5.5. If you give a CSG waiver and withdraw that waiver within 5 working days of giving it, the waiver will not be effective and you agree that we may terminate the agreement for the supply of the TPG Voice Service.

6. EQUIPMENT


    6.1. To use the TPG VOIP service, you must obtain and maintain:

      (a) a functioning broadband connection to the Internet;

      (b) a means of making/receiving a call which could be:

        (i) a softphone client installed on the computer which is connected to the Internet (a "Connected Computer") and has sound capability and a functioning microphone;

        (ii) a USB phone which is connected to a Connected Computer or an IP Phone which is connected directly or indirectly to the Broadband connection or an ATA device;

        (iii) a standard telephone which is connected to a router capable of making and receiving VOIP Calls (a "VOIP Routers").

    6.2. To function with the TPG VOIP service, your equipment should support 3 CODECs, namely G.711a, G.711u and G.729. If all three CODECs are not supported, calls made to a third party may be terminated due to a mismatch of CODECs.

    6.3. TPG may but need not make a softphone client available for free download from the TPG website. The TPG softphone available on the TPG website as at 22 September 2009 only supports the G.711 CODEC and does not support the G.729 CODEC and therefore may not be suitable. TPG does not support any other softphone clients.

    6.4. TPG does not support USB phones or IP Phones or ATA devices, though these may work with TPG VOIP.

    6.5. TPG supports only VOIP Routers which have been purchased from TPG. TPG does not support other VOIP Routers.

    6.6. To use the TPG Home Phone and Landline Rental service, you require a telephone handset connected to an available and properly connected qualified copper pair. With the NBN, this may be a copper, fibre or wireless connection. The supply and maintenance of the telephone handset and the cabling at your premises is your responsibility. TPG is responsible for the copper pair (or the NBN access Service) between TPG's switching facilities and the Network Boundary Point (described in clause 10.6 below).

    6.7. If, during the application process, you order equipment from TPG, TPG transfers title to that equipment to you on payment of the purchase price. Risk in the ordered equipment passes to you when the equipment is shipped from the TPG warehouse.

    6.8. TPG reserves the right to supply an alternative model or brand of equipment, of similar quality and technical specification to the one displayed on the TPG website when you ordered during the application process.

    6.9. TPG will only deliver ordered equipment to the service delivery address supplied by you in your application for service. If you are not available to receive delivered equipment and the equipment is returned to us, the cost of the return will be borne by you. In addition, we will charge you to redirect/resend the equipment. Shipping & handling fees are non-refundable.

    6.10. Any equipment not supplied directly by TPG is not supported by TPG. Assistance in relation to unsupported equipment should be sought from the manufacturers or distributors of the equipment.

    6.11. Equipment supplied by NBNCo, including the NBN Connection Box, fibre connectors and other connectivity equipment is and always remains the property of NBN Co.

7. EQUIPMENT SUPPORT


    7.1. Support, maintenance and/or consulting in respect of your equipment are not provided as part of the service. You are responsible for any expenses relating to cabling, configuration and/or modifications to your equipment.

8. SECURITY


    8.1. The Internet is an unsecure environment. TPG advises that it may be possible for a third party (such as a hacker) who has obtained access to your equipment or software, including equipment or software provided to you by TPG, to make calls using your TPG VOIP service.

    8.2. TPG will provide you with a username and password at the time of activation. It is your responsibility to maintain safe and secure that username and password. You must ensure that appropriate security mechanisms are placed on all equipment so as to protect against hacking, including over wireless networks. Some steps that you should take include:

      (a) not recording your username and password details on your computer or in any other location where they may be obtained by a third party;

      (b) restricting administration access to your equipment;

      (c) ensuring that WIFI access is protected with appropriate encryption and with limitation on persons and equipment that are permitted to access the WIFI; and

      (d) ensuring that your passwords (including your router passwords) are not given out to unauthorised persons and are regularly changed.

    8.3. Calls made from your TPG Voice service will be chargeable, whether such calls have been authorised by you or not.

9. NUMBERS & PORTING


    9.1. A telephone number from the Australian Telecommunications Numbering Plan under the Telecommunications Act 1997 will be allocated to you for the period during which you acquire the TPG Voice service.

    9.2. The geographic number allocated to you will be based on the service delivery address that you nominate in the application process or which you subsequently advise us. The number allocated to you will be at TPG's discretion. TPG has no obligation to give you an alternative number. If you move the service delivery address, TPG may be required to give you a different service number, relevant to your new service delivery address.

    9.3. Porting arrangements have not been established with all carriers. Accordingly, it may not be possible to port a number to the service or away from the service.

    9.4. If the porting of numbers to the service or from the service is possible, the following provisions apply:

      (a) The ability to port a number into and out of the service is subject to availability and technical and commercial considerations.

      (b) The porting of your number will be conducted in accordance with the relevant Communications Alliance codes.

      (c) You may port your number if it is declared portable in accordance with the porting requirements administered by the ACMA and no exemption from such obligations has been granted.

      (d) If you have ported your number from another service provider and the service is subsequently terminated or you terminate the service without reconnecting to another service provider, you will no longer have the right to use that number. Similarly, if you port your number from us to another service provider and are then disconnected you will no longer have the right to use the number.

      (e) In order to port your number to us, you must complete and sign (whether under the Electronic Transaction Act or in writing) a Porting Authority Form (PAF). You warrant to us that all information supplied by you in the PAF is complete and correct. You indemnify us against (and will pay us for) any loss, liability, claim, damage, costs, expenses and charges reasonably incurred by us as a result of, or in connection with, the porting of any number to us which you authorise us to port but which number has not been validly assigned or allocated to you, or otherwise in connection with any incorrect or incomplete information supplied by you in the PAF.

      (f) Your previous telephone provider may charge you for porting and there may be other costs and obligations such as early termination fees payable to your previous telephone provider. You indemnify us against all such fees and charges.

      (g) When porting your number out to another carrier, there may be charges payable to TPG for porting and other costs and obligations such as early termination fees and service and call charges that have not already been paid.

      (h) During the process of porting the number from another supplier's network to TPG there may be a period when the service is interrupted.

10. ORDERING & ACTIVATION


    10.1. You order the TPG Voice service by:

      (a) completing an online application process at the TPG website;

      (b) completing an application form at an authorised TPG dealer; or

      (c) ordering the service through a telephone sales consultant.

    10.2. You warrant that the information provided by you during the application process is true and correct. In particular, you warrant that:

    (a) you are the legal renter of any telephone service number you nominate as using the copper pair or NBN access service at the service delivery address or are authorised by the legal renter to cause the provisioning of the service on that copper pair or NBN access service; and

    (b) TPG may rely upon the service delivery address for the service being accurate when it allocates the service number to you.

    This information is used to provide the service and to provide details to emergency service and directory listing operators and to establish which calls will be local calls. You must keep the information up to date during your acquisition of the service, including if you move premises. If we find that the information provided is not current or accurate and you fail to provide the correct information within 7 days of being requested to do so, we may restrict access to the service or disconnect the service.

    10.3. Once you have correctly completed the application process, TPG will determine its capability to accept the application and, if it accepts the application, will endeavour to activate the TPG Voice service. If you have any complex services on the copper pair, you will be required to cancel those complex services before installation can proceed.

    10.4. By applying for the Service, you authorise TPG to convert the copper pair to a line for use with the TPG Home Phone and Landline Rental service. The telephone line and all services and features associated with the telephone line (including PSTN landline telephone service) will be disconnected automatically once the service is activated. You are responsible for terminating or otherwise managing any contracts or arrangements between you and the existing carrier for supply of services over that copper pair.

    10.5. In the case of TPG VOIP, TPG will allocate the service number to you and will inform you that the service is activated. The service will be available for use and you must set up the relevant Connected Computer, softphone, USB Phone, ATA, IP Phone or VOIP Modem to enable use of the VOIP service.

    10.6. In the case of TPG Home Phone and Landline Rental, the following process will occur:

    (a) TPG will conduct an initial test to ascertain the likelihood of there being a suitable copper pair or NBN access connection at the service delivery address.

    (b) If the initial test discloses that it is unlikely that a suitable copper pair or NBN access connection exists at the service delivery address, TPG will advise you that a service cannot be provided and the application will be rejected.

    (c) If the initial test discloses that it is likely that a suitable copper pair or NBN access connection exists at the service delivery address, TPG will debit the initial upfront payment under the terms of the plan that you have chosen and will perform a more comprehensive service qualification in relation to the copper pair or NBN access connection. If the service qualification establishes that it is not suitable, TPG will refund the initial payment and the application for service will be rejected.

    (d) If the copper pair is suitable, TPG will endeavour to transfer the copper pair off the existing carrier's equipment and connect that copper pair onto TPG's equipment. When this occurs, all existing services then using the copper pair (including existing telephone or fax service, pay TV, back to base alarm monitoring) will cease to be useable. Where it is an NBN access service, TPG will work with NBN Co Limited to established TPG as your provider over the NBN access connection.

    (e) TPG will activate the service up to the Network Boundary Point which could be:
    (i) The first wall socket - mainly applicable for free-standing premises like a house;

    (ii) MDF (main distribution frame) - used in apartment blocks, offices or other business premises; or

    (iii) Network termination device - a third party carrier's box externally mounted to single dwellings, individual living units or small business premises; or

    (iv) The NBN connection box.

    (f) If you have chosen to port a telephone number from an existing supplier into the TPG Voice service, you may nominate during the application process an alternative service to which calls to that telephone number will be diverted until the porting has been completed. You remain responsible to your existing supplier for charges that are incurred for the diversion and during the diversion.

    (g) If you wish to use a new number allocated by TPG, our systems will allocate that number based on the service delivery address details.

    (h) We will inform you when the service activation, including porting if applicable, has been completed.

    10.7. You must arrange for the appropriate cabling to be installed between your premises and the Network Boundary Point. In particular, this means that you must be present on the nominated day of installation and arrange for jumpering at an MDF in a unit block, if necessary.

    10.8. We will endeavour to install the service within a reasonable time from your order but provisioning may be rejected or delayed due to many factors, including but not limited to, transpositioning (the line cannot carry TPG Home Phone and Landline Rental). Such issues are outside of our control. If there are issues, you must give us the opportunity fully to investigate the reasons for such rejections before terminating the contract.

    10.9. You are responsible for all costs and charges associated with any agreement for the delivery of carriage services supplied to the service delivery address on the telephone line before the cutover to TPG Home Phone and Landline Rental.

11. CONTRACT PERIOD


    11.1. The plan that you have acquired may stipulate that a Minimum Contract Period is applicable to the service. You agree to retain the service for that Minimum Contract Period.

    11.2. If you cancel a service in respect of which there is a Minimum Contract Period, or TPG disconnects the service following a default by you, you will be liable to pay an early termination charge/contract break fee as stipulated in the application process.

    11.3. In addition to the rights of termination set out in the Standard Terms or otherwise in this Service Description, we may terminate the service by giving you written notice in the following circumstances:

      (a) If you have not used the TPG VOIP service for a period of 3 months;

      (b) You use the service to make threatening, abusive or hoax calls; or

      (c) You use the TPG Voice service to make calls via another carriage service provider, whether by way of an override code or by preselection.

12. RELOCATION OR CANCELLATION


    12.1. You may request us to relocate the service delivery address for the service. Our ability to accept a relocation request will depend on the existence of available infrastructure at the new service delivery address. If a relocation cannot be processed because of a lack of infrastructure, the relocation request will be treated as a cancellation by you of the service and, if early, may require you to pay the early termination charges.

    12.2. A relocation may incur a charge and may involve you accepting certain other terms and conditions advised to you at the time of your application for a relocation. If you proceed with a relocation, you must accept those terms, including a new Minimum Contract Period if that applies.

    12.3. After the expiry of the Minimum Contract Period, you may terminate the service by giving us at least 30 days written notice. You must pay for charges for the service up to the end of the notice period.

    12.4. You authorise us to charge all termination fees, including, but not limited to, any early termination charges to the credit card or direct debit account on receipt of your termination notice.

    12.5. Fast transfer away from the TPG Home Phone and Landline Rental service may not be possible. In order to move to another telephony service provider, you may be required to cancel the TPG Home Phone and Landline Rental service and order a fresh service with the alternative provider.

13. SERVICE FAULTS


    13.1. While we will endeavour to make TPG Voice services available to customers 24 hours a day, 7 days a week, TPG Voice services are not fault free and we cannot guarantee uninterrupted service, or the performance or quality of the service. There are many factors outside of our control which affect TPG Voice services, such as the performance of third party suppliers (including overseas telephone companies) and equipment, force majeure events, for TPG VOIP the amount of bandwidth available for use by the voice service, and quality of the copper pair.

    13.2. TPG limits its liability to you for interruptions to your TPG Voice service or for any resulting damage or loss suffered by you or any third party to a maximum of 12 months charges paid by you to TPG for the TPG Voice service.

    13.3. We reserve the right to perform maintenance work from time to time, which may temporarily interrupt your access to the service. Where possible, we will perform this work during non-peak times.

    13.4. You must direct all queries regarding faults/outages of the service to our technical support Help Desk (see contact details online at http://www.tpg.com.au/about/contact.php). You must not direct inquiries to third party service providers, including Telstra. We will invoice you for costs incurred by us if you engage a third party for assistance with your service.

    13.5. If TPG determines on reasonable grounds that the fault is not related to the TPG infrastructure (for example faulty socket, modem, internal wiring) an Incorrect Callout fee may apply. To find more information please see http://www.tpg.com.au/products_services/homephone_additionalprices.php for TPG Home Phone (bundled with ADSL2+), http://tpg.com.au/nbn/additional-pricing.php for TPG Home Phone (bundled with NBN Broadband) and http://tpg.com.au/small-office-home-office/additionalpricing.php for TPG Landline Rental.

14. CHARGES


    14.1. You must pay all equipment, delivery and set-up charges in advance.

    14.2. You acknowledge that charges will be incurred when the service is used. It is therefore important that you take steps to ensure that such usage does not occur without your authorisation. You should ensure that you are in control of devices that might make use of your services, such as computers, handsets, mobile phones, and wireless devices connected to your service and that third parties cannot access or use such equipment without your authority. You acknowledge that usage of some services can occur because of an infection of your computer with a virus or due to other unauthorised third party intrusions. You should ensure that you have appropriate protection systems operating on your equipment to restrict or limit the possibility of unauthorised usage.

    14.3. As TPG is not able to control access or usage of your handsets and other equipment, you are responsible for all usage charges in respect of the use of the service, whether or not such usage was authorised by you, unless the usage was caused by a mistake by TPG.

    14.4. The charges for use of the TPG Voice will be in accordance with:

      (a) The rates for certain call types or features identified as applicable to the plan you apply for in the application process (the "Specified Rates"); and

      (b) The rates for specific features acquired by you after the original application process as nominated to you when you acquire those specific features;

      (c) For preselection and all other call types (the "Variable Rates"), the rates set out in the TPG Voice Rate Card available on the TPG Website from time to time which may be separated into Variable Rates for TPG VOIP and Variable Rates for TPG Home Phone and Landline Rental and Variable Rates for Preselection.

    14.5. Other charges may also be applicable for special services relating to the TPG Voice service which may be found at the TPG Website (http://tpg.com.au/products_services/homephone_additionalprices.php for TPG Home Phone (bundled with ADSL2+), http://tpg.com.au/nbn/additional-pricing.php for TPG Home Phone (bundled with NBN Broadband) and http://tpg.com.au/small-office-home-office/additionalpricing.php for TPG Landline Rental).

    14.6. Specified Rates may not be varied by TPG without provision to you of at least 45 days written notice. Because the Variable Rates are:

      (a) set low to give you the maximum possible benefit; and

      (b) can be significantly affected by currency exchange rate changes and political and commercial shifts in foreign countries

      TPG reserves the right to modify the Variable Rates set out in the TPG Voice Rate Card at any time and without individual notice to you. Any changes to the TPG Voice Rate Card will be displayed on the TPG website. Before making a Variable Rate call type, you should check the TPG website to ascertain what rate will apply to that call.

    14.7. Other charges that may apply for various events and options are set out in the Additional Pricing page found online at TPG Website (http://tpg.com.au/products_services/homephone_additionalprices.php for TPG Home Phone (bundled with ADSL2+), http://tpg.com.au/nbn/additional-pricing.php for TPG Home Phone (bundled with NBN Broadband) and http://tpg.com.au/small-office-home-office/additionalpricing.php for TPG Landline Rental).

15. PAYMENTS


    15.1. All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10. When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. If you do not use the prepayment, it will be forfeited to us when you cancel the service. You agree that no bill will be provided for this service and that direct debiting of your account or charge to your credit card may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to check charges at least 10 working days before the debit. Where you have a reasonable claim or dispute with respect to a debited amount, we will suspend further debiting until a determination on your claim or dispute has been made. We will reimburse any incorrectly debited amount as soon as reasonably practicable.

    15.2. Payment options are credit card and/or direct debit from a nominated bank account, as specified on the TPG website for the plan chosen by you. Accounts paid with an American Express or Diners Club card will incur a surcharge of 3.13% and 2.75% (incl. GST) of the payment amount respectively when we debit the card.

    15.3. Invoices will not be issued but charges will be incurred and payable regardless of the fact that an invoice has not been rendered.

    15.4. Where payment is made by direct debit or credit card, TPG may suspend or restrict the service without giving notice to you if the direct debit is declined for any reason. A dishonour fee will also be payable in respect of such a decline. If TPG has attempted incorrectly to debit or has debited an incorrect amount, TPG will waive the dishonour fee and reinstate the service as soon as reasonably practicable.