| Administrative Fees | Per Item Fee (ex. GST) |
|---|---|
| 1. Answer Point (AP) Change by customer through portal | Free |
| 2. Electronic invoice downloaded from portal by customer | Free |
| 3. Electronic invoice emailed once | Free |
| 4. Printed paper invoice sent by standard Australia Post delivery (invoice page only) | $20 |
| 5. Invoice payment fee other than by Direct Debit or through Customer Login Portal | $10 |
| 6. Update Direct Debit details via online form | Free |
| 7. Email customer's forgot password | Free |
| 8. Update Credit Card details via Login Portal | Free |
| 9. Transfer account ownership to new ABN | $100 |
| Service Cancellation & Portout Fees | Per Item Fee (ex. GST) |
|---|---|
| 1. Cancel existing 13/1300/1800 service number | Free |
| 2. Portout existing 13/1300/1800 Service number after 30 days | Free |
| 3. Portout existing 13/1300/1800 Service Number before 30 days | $50 Number Sourcing Fee |
| 4. 13/1300/1800 Smart Number Reactivation | $75 |
| 5. Existing 13/1300/1800 Reactivation fee (pending availability) | $75 |
| Complex Service Number Management Fees | Per Item Fee |
|---|---|
| 1. IVR Setup by customer through portal | Free |
| 2. IVR Setup by Teleca | Quote |
| 3. Time Based Routing by customer through portal | Free |
| 4. Time Based Routing by Teleca | Quote |
| 5. Simultaneous Ring by customer through portal | Free |
| 6. Simultaneous Ring by Teleca | Quote |
| 7. Round Robin by customer through portal | Free |
| 8. Round Robin by Teleca | Quote |
| 9. Voice To Email by customer through portal | Free |
| 10. Voice To Email by Teleca | Quote |
| 11. Complex IVR + Time Based Routing + any other features by customer through portal | Free |
| 12. Complex IVR + Time Based Routing + any other features by Teleca | Quote |
| 13. Upload audio file by customer through portal | Free |
| 14. Upload audio file by Teleca | Quote |
| 15. Setting up Postcode Prompting or Area Based Routing | Quote |
| 16. Change requests for existing Postcode Prompting or Area Based Routing | One free change per month, $20 (ex gst) per change thereafter. |
| Debt Collection Fees | Per Item Fee (ex. GST) |
|---|---|
| 1. Emailed Payment Error Notice (Bank/Credit Card/Auto Top Up dishonoured) | $25 |
| 2. Emailed Arrears/Late Notice Fee (overdue invoice reminder) | $10 |
| 3. Out Of Credit Notice | $10 |
| 4. EXP Post Overdue Invoice (per ovedue invoice) | $20 |
| 5. Credit Card charge back fee | $33 |
Fault Tracing
Here is a small sample of faults by customers, or customers’ own third-party suppliers or providers
1. Customer published wrong number: Customer published a new 1300 number across all marketing media with the last two digits reversed.
2. Customer configured wrong mobile number: Customer configured his 1300 number to his mobile with the last digit wrong.
3. Customer caused a call loop: Customer configured his new 1300 number to his mobile then called his new 1300 number from his mobile which caused a loop. That is, he was calling himself and claimed the 1300 number was faulty.
5. Customer changed his diversion setting in his account profile page: Customer updated their mobile number in their ‘Contact’ details, rather then under ‘Service Number Management’ and wondered why their new diversion wasn’t working.
6. Customer’s answer point is faulty: Customer’s diversion number (mobile/landline) is faulty, therefore calls to their 1300/1800 number are also not connecting. Customer did not test call their answer point before logging a fault.
7. Customer’s overflow is not working: Customer’s calls to their 1300/1800 number do not overflow if busy or unanswered to their next answer point and/or Voice 2 Email, because their mobile phone’s Voice Mail answeres before the inbound call can overflow. The overflow time in seconds for the oveverflow to the next destination must be lessr then the time for mobile’s Voice Mail to answer the inbound call.
Our Fault Trace Fees and Charges
Our Customer Support Team is here to assist you promptly to investigate and resolve any service difficulty genuinely related to the services provided by us. However, if you report a service fault or a porting away fault that is unrelated to a service provided by us or a fault caused by (or incompatibility with) another Service Provider’s network, then we reserve the right to recover our time costs by charging fees.
Our Customer Support Team’s charge out rate is $200 per hour in 15 minutes blocks at $50 per block. Our Customer Support Team’s fault trace email replies are charged at $50 per email response.
Our I.T. Support Team’s charge out rate is $600 per hour in 15 minutes blocks at $150 per block. Our I.T. Support Team’s fault trace email replies are charged at $150 per email response.
The above fees are applied to investigate and identify the fault or issue on your behalf which ultimately has been identified as caused by others and not by us.
Prices quoted ex GST