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

The TPG Voice service has four types:

1. TPG VOIP;
2. TPG BizPhone;
3. TPG Home Phone; and
4. TPG Landline Rental;
5. TPG Preselection.

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

1. TPG VOIP and TPG BizPhone 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;
2. 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. For services connected prior to May 23, 2024 the phone service for NBN Fibre will need to be connected directly to a designated UNI-V port on the NBN connection box installed by NBNCo. For all NBN services installed after May 23, 2024, and all other non-Fibre NBN services, your phone service will be connected via the voice port on your TPG supplied modem. You may be able, at your own expense, to create wiring that will enable many telephone connection points to be connected. A conventional telephone handset is required for TPG Home Phone, TPG VoIP and Landline Rental; and
3. 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 BizPhone	TPG HOME PHONE AND LANDLINE RENTAL	TPG PRESELECTION
   Functioning Broadband Connection Needed	Yes	Yes	No	No
   Special Equipment or Software Needed	Yes — softphone, USB phone, ATA or VOIP Modem	Yes — BizPhone softphone or handset	No — just a telephone but, for NBN, connection to the UNI-V port must be possible.	No
   Standard Telephone Service	Yes	Yes	Yes	Provided by Customer's access provider
   Preselect or Override to other carriers possible	No	No	No	Yes
   Customer Service Guarantee	Must be waived by the customer	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	Yes	Provided by Customer's access provider
   Fax Transmission	Not reliable	No	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	No	Provided by Customer's access provider

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.

1. Other TPG VOIP customers;
2. Standard Australian local and national numbers;
3. Australian mobile numbers in Australia;
4. 000 emergency services (only for plans where a service number is allocated);
5. Free phone and local rate numbers such as 13, 1300 and 1800 numbers (only for plans where a service number is allocated);
6. Directory assistance or operator assisted numbers (only for plans where a service number is allocated);
7. Satellite phones;
8. Most International destinations.

1. 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
2. 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).

1. Other TPG VOIP and TPG BizPhone customers;
2. Standard Australian local and national numbers;
3. Australian mobile numbers in Australia;
4. 000 emergency services (only for plans where a service number is allocated);
5. Free phone and local rate numbers such as 13, 1300 and 1800 numbers (only for plans where a service number is allocated);
6. Directory assistance or operator assisted numbers (only for plans where a service number is allocated);
7. Satellite phones;
8. Most International destinations.

1. 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.
2. 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 Network Termination Device or through wiring to that port that you establish at your own expense. NBN services require a backup battery unit to keep power going to your NBN Network Termination Device in the event of a power outage so that some elements of your telephone service can continue to operate for an estimated period of time of about 5 hours during the power outage. TPG NBN service does not include the supply, replacement or repair of a backup battery unit. This means during a power outage, you will not be able to make or receive any calls, including calls to emergency services. You need to ensure that you have an alternative method to make calls such as a mobile phone.

1. states that you are authorised to request the change in preselection in respect of the service number(s) nominated in the application;
2. 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
3. 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.

1. The right to be provided with information about the CSG and the performance standards applicable under it;
2. The right to receive compensation if a standard telephone service is not connected within a specified timeframe;
3. 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;
4. 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.


5. 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 (http://www.acma.gov.au/)

1. a functioning broadband connection to the Internet;
2. a means of making/receiving a call which could be:
   1. a softphone client installed on the computer which is connected to the Internet (a "Connected Computer") and has sound capability and a functioning microphone;
   2. 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;
   3. a standard telephone which is connected to a router capable of making and receiving VOIP Calls (a "VOIP Routers").

1. a functioning fixed broadband connection to the Internet; and
2. a means of making/receiving a call which could be:
   1. a BizPhone softphone installed on a Connected Computer with sound capability and a functioning microphone;
   2. a BizPhone handset provided to you by TPG.

1. not recording your username and password details on your computer or in any other location where they may be obtained by a third party;
2. restricting administration access to your equipment;
3. ensuring that WIFI access is protected with appropriate encryption and with limitation on persons and equipment that are permitted to access the WIFI; and
4. ensuring that your passwords (including your router passwords) are not given out to unauthorised persons and are regularly changed.

1. The porting of your number will be conducted in accordance with the relevant Communications Alliance codes.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. During the process of porting the number from another supplier's network to TPG there may be a period when the service is interrupted.

1. completing an online application process at the TPG website;
2. completing an application form at an authorised TPG dealer; or
3. ordering the service through a telephone sales consultant.

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

1. 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
2. TPG may rely upon the service delivery address for the service being accurate when it allocates the service number to you.

1. 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.
2. 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.
3. 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.
4. 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.
5. TPG will activate the service up to the Network Boundary Point which could be:
   1. The first wall socket - mainly applicable for free-standing premises like a house;
   2. MDF (main distribution frame) - used in apartment blocks, offices or other business premises; or
   3. Network termination device - a third party carrier's box externally mounted to single dwellings, individual living units or small business premises; or
   4. The NBN connection box.
6. 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.
7. If you wish to use a new number allocated by TPG, our systems will allocate that number based on the service delivery address details.
8. We will inform you when the service activation, including porting if applicable, has been completed.

1. If you have not used the TPG VOIP service for a period of 3 months;
2. You use the TPG Voice service for telemarketing, call centre or similar purposes;
3. You use the service to make threatening, abusive or hoax calls; or
4. You use the TPG Voice service to make calls via another carriage service provider, whether by way of an override code or by preselection.

1. 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
2. The rates for specific features acquired by you after the original application process as nominated to you when you acquire those specific features;
3. 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, Variable Rates for TPG Home Phone and Landline Rental, Variable Rates for TPG BizPhone and Variable Rates for Preselection.

1. set low to give you the maximum possible benefit; and
2. can be significantly affected by currency exchange rate changes and political and commercial shifts in foreign countries


3. 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.

1. For some TPG services, you must make an initial prepayment of $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 (if any) for the plan and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful.
2. For some TPG services, you have the option to make the additional prepayment. If there are insufficient funds in your prepaid balance, you will not be able to make any usage that is not part of your included value. Prepayments can be made during registration or after activation via the My Account section of the TPG website If you choose to make additional prepayment, the amount will be debited from your nominated bank account or credit card.
3. 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. We will send you messages about your usage and the debits during the month. If you do not use the prepayment, it will be forfeited to us when you cancel the service. 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.