COMMUNICATION: BIGPOND DIAL-UP BUSINESS

Contact numbers for administrative, account and billing enquiries

via Contact Us

Period of notice to be given to the customer before termination or suspension of the service

BigPond Dial-Up Business plans may be changed or withdrawn at any time. Customers will be given one month's notice of withdrawal or any changes to the BigPond Dial-Up Business plans.

Period of notice to be given by the customer if the customer wishes to terminate the service

Members must give 30 days notice when they wish to terminate a service.

Customers will lose any unused usage allowance and will not receive any pro-rated rebate off their monthly access fee

Reminder notices for pre-paid contracts

Not applicable for the BigPond Dial-Up Business Product.

Period of notice for changes in prices, terms and conditions

BigPond Dial-Up Business plans may be changed at any time. Customers will be given one month's notice of any changes to the BigPond Dial-Up Business plans that BigPond reasonably considers to be detrimental to customers.

Method of communication about changes in prices, terms and conditions

BigPond Dial-Up Business will communicate to members about changes to prices and terms & conditions via at least one of the following methods:

Online notification. Change descriptions will be posted on the web.
Email notification to your BigPond email address
Posted mail
Phone call

Notice of approaching data limits

Email notifications will be sent out to members on a volume-based plan when they reach over 80% of their monthly allowance.

Members can also view their current usage, Click here.

Operating manuals, guidebooks or other information

If you are having difficulty with your account or have a question regarding your access, there is extensive support available online for BigPond members on the BigPond website.
Frequently Asked Questions (FAQs)
Configuration information
Jargon Buster

Internal service standards for answering and responding to customer enquiries

For answering and responding to customer enquiries via phone:
80% of calls in 120 seconds.

For answering and responding to customer enquiries via email:
48 hour response time, from the time it gets to Technical Support ie: some customers send their emails to the wrong area in Telstra, in this instance it will be 48 hours from the time it gets to Technical Support.

Notice period for 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

Information about planned outages

Customers are advised of any planned outages to BigPond services through the BigPond Service Status page

Information about planned outages

Customers are advised of any unplanned outages to BigPond services through the BigPond Service Status page

Internal policies and processes about complaint handling and dispute resolution

For information on Telstra's policy on complaint handling and dispute resolution,
click here.

Privacy policy

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.