COMMUNICATION: BIGPOND BROADBAND

By telephone: 13POND (137663)
Via Customer Support Email form

30 days notice unless the terms and conditions have been breached

 ADSL
 Cable
 1 Way Satellite
 2 Way Satellite

For BigPond Broadband:

• If the customer is entitled to a Cooling-Off Period, they may terminate the service at any time within the Cooling-Off Period by giving Telstra notice in accordance with the relevant legislation.
• Otherwise customers may terminate the service at any time by giving notice to Telstra. If the customer decides to terminate the BigPond Broadband Service after the expiration of the Cooling Off Period, if applicable, and before the end of the contract term, the customer must pay to Telstra the cancellation fee as set out in the Rate Card pro-rated for the remainder of the contract term.

 ADSL
 Cable
 1 Way Satellite
 2 Way Satellite

To close their BigPond Broadband account, customers must call the Billing and Sales Customer Service Centre on 13POND (137663) and follow the prompts.

Not applicable.

For BigPond Broadband:

• Non detrimental changes can be made at any time. If Telstra reasonably considers that the change will cause detriment then Telstra will notify customers of the change at least 30 days in advance and provide customers with the option to terminate the service.

 ADSL
 Cable
 1 Way Satellite
 2 Way Satellite

Any changes are communicated to customers through:

• a notification email
• Web site announcement

BigPond Broadband Cable and ADSL customers will receive a notification email when they near the end of their monthly usage allowance.

For customers on allowance based plans:

• Email sent when 50% of the monthly plan allowance has been used
• Email sent when 75% of the monthly plan allowance has been used
• Email sent when 100% of the monthly plan allowance has been used
• Email sent when 125% of the monthly plan allowance has been used
• Email sent when 175% of the monthly plan allowance has been used
• Email sent when 200% of the monthly plan allowance has been used

For customers on the 0MB plan:
Email sent when usage reaches 75MB, 100MB, 125MB

For customers on the unlimited* plan will not receive emails notifying them of usage.

Plan resources = MB's provided with the customers nominated access plan. For example, a customer on a 1000MB plan will receive an email when 500MB, 800MB and 1000MB limits have been reached.

BigPond Broadband Satellite Satellite does not send notification emails.

All information customers require, are supplied to the customer when they activate their account with BigPond.

This information is also available on the BigPond Broadband Web site

Support information such as frequently asked questions or troubleshooting content is available online.

We strive to achieve the following service standards when answering and responding to our customers' enquiries

For answering and responding to our customers' enquiries via phone:
80% of calls answered in 20 seconds (120 seconds for Technical Support Enquiries).

For answering and responding to our customers' enquiries via email and our Contact Us webform:
24 hour response time, from the time we receive your enquiry.

Please note that at times of high demand we may not be able to achieve our service standards.

Customers are advised 1 week or more prior to any planned outages.

Customers are notified about routine service disruptions or additions of new infrastructure at least 1 week prior to the implementation date.

BigPond will post this information on the Service Status page

Click here for information on Telstra's policy on complaint handling and dispute resolution.

The Telstra Privacy 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 Policy at the end of every page of the BigPond Web sites.
 Privacy Policy