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TELSTRA BIGPOND ISDNFrom 21 December 2007 BigPond ISDN plans will no longer be available for sale. On 31 December 2008 all BigPond ISDN plans will be withdrawn from the market. PRICE & BILLING1. Pricing PlansBigPond's ISDN Plans and pricing are available at the BigPond ISDN page. Customers will need to subscribe to Telstra ISDN Home to join BigPond ISDN. Telstra ISDN is available to 96% of Australian population. 2. Points of presence and dial-in telephone prefix(NB: Contact your telephone company for information about call charges between your home or business and the ISP.) BigPond Dial-Up Residential Nationwide Access Number 0198 308 888 Standard ISDN Call charges will apply (excluding data calls to the BigPond 0198 308 888 access number from your ISDN Home service) 3. Termination feesAn early termination fee may apply if the BigPond ISDN 12 month contract plans are ended or customers change to another BigPond Dial-up Plan (other than to a BigPond ISDN alternate contract Plan) before the end of the initial term. Telstra may require customers to pay a cancellation fee equal to $70 x N/12 (where N is whole months remaining on contract e.g. $35 for 6 plus months remaining). 4. Restrictions on availability of services to customersIn order to obtain the BigPond ISDN, you must have an existing Telstra ISDN Home access service ("Telstra ISDN Home"). The terms (including pricing) upon which Telstra may provide you with Telstra ISDN Home are set out in the Telstra Public Switched Integrated Services Digital Network ("PSIS") Section of Telstra's Standard Form of Agreement (as amended from time to time) ("SFOA"), as amended by these terms and conditions. Telstra ISDN home service is available in 96% of Australian areas. 5. Billing
6. Ancillary services providedThe following ancillary services are provided to BigPond ISDN members:
PERFORMANCE7. Total number of minutes per week that customers are unable to access the Internet because modems fully occupied (for each Point of Presence). When did this occur?(NB: 1 minute per week represents 99.99% availability, 10 minutes per week represents 99.9% availability and 100 minutes per week represents 99% availability) Nil HELP AND INSTALLATION8. Client operating systems for which assistance is availableCustomers can visit the BigPond Dial-Up System Requirements page to find out what operating systems and browsers BigPond supports. 9. Contact for service faultsBy telephone: 133 933 10. Contact for customer technical helpOnline: www.bigpond.com/help 11. Hours for customer technical help24hrs a day 7 days a week 12. Charging for technical helpNil 13. Assistance with initial activation of serviceIf you are having difficulty with your account or have a question regarding your access, you can contact BigPond via the following methods: Billing & Account Information Technical Support Fax support: Customers can reach the Help Desk by fax on 1800 680 129. There is support available online on the BigPond website at Frequently Asked Questions. An email help form is available at http://www.bigpond.com/help/ContactUs/ 14. Description of effects of set-up disks on user's systemsThe effects of set-up disks on user's systems are:
15. Information about setting up customer equipment to maximise performanceN/A 16. Access for disabled usersThere is a Telstra Initiative 'Access for Everyone' that looks at products for disabled users. Customers with disabilities have a range of modems to assist with online access available to them from the Telstra Product Catalogue COMMUNICATION17. Contact numbers for administrative, account and billing enquiriesBilling & Account Information 18. Period of notice to be given to the customer before termination or suspension of the serviceBigPond Residential ISDN plans may be changed or withdrawn at any time.
We must give customers at least 30 days' prior notice of the change, unless: 19. Period of notice to be given by the customer if the customer wishes to terminate the serviceCustomers may terminate at any time on 24 hours notice by contacting us. However, if you terminate the Agreement before the end of any contract term applying to your Dial-Up plan (unless it is within any Cooling-Off Period to which you are entitled), you must pay us the Early Termination Charge. 20. Customer action required to terminate the serviceCustomers can terminate their service:
21. Reminder notices for pre-paid contractsN/A 22. Period of notice for changes in prices, terms and conditionsBigPond Dial-Up plans may be changed or withdrawn at any time. Customers will be given 30 days notice of withdrawal or any changes to the BigPond Dial-Up plans that Telstra considers are detrimental to the customer. 23. Method of communication about changes in prices, terms and conditionsBigPond Dial-Up will communicate to members about changes to prices and terms & conditions via at least one of the following methods:
24. Notice of approaching data limitsEmail notifications will be sent out to members on a volume-based plan when they reach over 80% of their monthly allowance as at last session. Members can also view their current usage at http://www.bigpond.com/mybigpond/ 25. Operating manuals, guidebooks or other informationSupport is available online, including links to manuals and guides, on the BigPond Frequently Asked Questions (FAQs). 26. Internal service standards for answering and responding to customer enquiriesFor answering and responding to customer enquiries via phone: Answering and responding to customer enquiries via email and our Contact Us webform: 24 hour response time, from the time we receive a customer's enquiry. 27. Notice period for planned outagesCustomers are given as much notice as reasonably possible of any planned outages. 28. Information about planned outagesCustomers are advised of any planned outages to BigPond services through the BigPond Service Status page – http://www.bigpond.com/help/servicestatus/ 29. Information about unplanned outagesCustomers are advised of any unplanned outages to BigPond services through the BigPond Service Status page – http://www.bigpond.com/help/servicestatus/ 30. Internal policies and processes about complaint handling and dispute resolutionFor information on Telstra's policy on complaint handling and dispute resolution visit http://telstra.com.au/charter/charter.htm 31. Privacy policyTelstra Privacy Statement (policy) is presented to customers whenever they are asked to provide details about themselves (e.g within the application sign up pages, contact us pages). There is also a link to the Telstra Privacy Statement at the bottom of every page of the Telstra BigPond Web sites. SECURITY OF SERVICE32. Information about data backed up by ISPThe following data is backed up:
33. Information about security servicesSecurity is an issue of high priority with BigPond. We provide customers with an easy to use ‘Misuse' form to let us know if they've experienced spam, unsolicited bulk emails, port scans or attempted intrusions into their PC, originating from a BigPond email address or IP. Misuse Form: http://www.bigpond.com/help/ContactUs/MisuseService/ Extensive security information is available throughout the BigPond Web site: http://www.bigpond.com/help/Assistance/SecurityFAQs/default.asp For information about the control of the use of the Internet service by other parties: http://www.bigpond.com/help/Assistance/default.asp 34. Information about control of use of Internet service by other partiesN/A OTHER INFORMATION35. Affiliations with industry organisationsTelstra is member of the following industry organisations:
36. Compliance with industry self-regulatory arrangements and standardsTelstra complies with a number of industry self regulatory arrangements and standards including:
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