TELSTRA BIGPOND DIAL-UP BUSINESS

PRICE & BILLING

1. Pricing Plans

Group Plans
BigPond Dial-Up Business Group Plans are located at BigPond Dial-Up Group User Plans.

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 Business customers Australia wide can access the Internet by dialling a nationwide access number for the cost of a local call from a fixed phone for PSTN users and the cost of a local data call for ISDN users.

The dial in number for Business Group plans is 0198 308 308.

3. Termination fees

A $25 annual service fee is payable in advance for the Casual Plan. This $25 annual fee is non-refundable on termination.

A cancellation fee will apply if the 50MB Internet Surf (12 month contract) plan, 100MB Internet Big Surf (12 month contract) plan or Ultimate Internet Surf (12 month contract) plan is cancelled before the end of your contract term. The cancellation fee is $70, pro rated for the months remaining on your contract term.

For example, a customer who wants to cancel 9 months into an 12 month contract may have to pay a termination fee of $70 x 3/12 (the number of months left to run on the contract divided by 12 months) = $17.50.

4. Restrictions on availability of services to customers

No restrictions. BigPond Dial-Up Business plans are available Australia wide.

5. Billing

Single User Plans
Plan Name	Billing Frequency	Method of delivery	Payment Options
Single User Plans	Monthly, Bimonthly or Quarterly	Telstra Bill OR Credit Card	Credit Card Direct debit Telstra Bill Payable in person at a Telstra Shop Payable by BPAY® Payable by Credit Card Payable in person at a post office Payable online Payment processing and administration fees may be applied by Telstra for Telstra bills paid by credit card, in person at a Telstra Shop or Australia Post or through the mail, or, for Telstra Business customers only, using Electronic Funds Transfer. To avoid these fees, use one of Telstra's Direct Debit options or BPAY®, to pay your bill from a cheque or savings account. Exemptions for eligible pensioner concession card holders, BigPond customers with a bill displaying an account number starting with 'BP' or with 8 or less digits and others may apply. Find out more ® Registered to BPAY Pty Ltd ABN 69 079 137 518

Group Plans
Plan Name	Billing Frequency	Method of delivery	Payment Options
Group Plans	Monthly, Bimonthly or Quarterly	Telstra Bill OR Credit Card	Credit Card Direct debit Telstra Bill Payable in person at a Telstra Shop Payable by BPAY® Payable by Credit Card Payable in person at a post office Payable online Payment processing and administration fees may be applied by Telstra for Telstra bills paid by credit card, in person at a Telstra Shop or Australia Post or through the mail, or, for Telstra Business customers only, using Electronic Funds Transfer. To avoid these fees, use one of Telstra's Direct Debit options or BPAY®, to pay your bill from a cheque or savings account. Exemptions for eligible pensioner concession card holders, BigPond customers with a bill displaying an account number starting with 'BP' or with 8 or less digits and others may apply. Find out more ® Registered to BPAY Pty Ltd ABN 69 079 137 518

6. Ancillary services provided

Ancillary services provided to BigPond Dial-Up Business users include:

Email Forwarding
Ponderings monthly newsletter
BigPond WebMail
ActiveMail - up to 14 additional email addresses per account. See below table. Additional active mail members over a plans allocated allowance will incur a charge of $1 per additional active mail per month.
Additional Services such as Global Roaming, Security, Email virus filter, Personal Firewall, Website Hosting, Domain Names

For more information about these services, see Additional Services and My BigPond.

Plan Name	Additional mailboxes
Single User Plans	Up to 14 additional 20MB mailboxes charged a monthly fee of $1.00 per month per mailbox.

Group Plans	Not available

Executive LAN Plans	Not available

PERFORMANCE

7. 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 INSTALLATION

8. Client operating systems for which assistance is available

Customers can visit the BigPond Dial-Up Business System Requirements page to find out what operating systems and browsers BigPond supports.

9. Contact for service faults

By telephone: 133 933
For international customers: +61 02 9242 1238.
Technical Support Email form
Service Status form

10. Contact for customer technical help

By telephone: 133 933
For international customers: +61 02 9242 1238.
Technical Support Email form

11. Hours for customer technical help

24 hours a day, 7 days a week

12. Charging for technical help

No charge.

13. Assistance with initial activation of service

If you are having difficulty with your account or have a question regarding your access, you can contact BigPond via the following methods:

Telephone support is also available:

BigPond Technical Support on 133 933
BigPond Sales and Billing Support Centre on 13POND (137663)

There is support available online on the BigPond website:

Customers can seek help online via Contact Us.

14. Description of effects of set-up disks on users' systems

The effects of set-up disks on users' systems are:

Installs Microsoft Internet Explorer software if necessary
Configures dial-up networking to connect to BigPond

15. Information about setting up customer equipment to maximise performance

Refer to BigPond's Frequently Asked Questions.

16. Access for disabled users

There 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.

COMMUNICATION

17. Contact numbers for administrative, account and billing enquiries

BigPond Sales and Billing Support: 13POND (137663)
Sales and Billing Help email form at http://www.bigpond.com/help/ContactUs/

18. 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 30 days' notice of withdrawal of the BigPond Business plans, and 42 days' notice of any changes to the BigPond Business plans that BigPond considers detrimental to customers.

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

Members must give 24 hours' 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.

20. Customer action required to terminate the service

To close your BigPond Dial-Up Business account, you can telephone the Help Desk on 13POND (137663).

21. Reminder notices for pre-paid contracts

Not applicable for the BigPond Business Product.

22. Period of notice for changes in prices, terms and conditions

BigPond Dial-Up Business plans may be changed or withdrawn at any time. Customers will be given 30 days' notice of withdrawal and 42 days' notice of any changes to the BigPond Dial-Up Business plans that Telstra considers are detrimental to customers.

23. 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

24. 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 as at last session.

Members can also view their current usage at http://www.bigpond.com/mybigpond/

25. Operating manuals, guidebooks or other information

If customers are having difficulty with their account or have a question regarding their access, there is extensive support available online for BigPond members on the BigPond website.

26. Internal service standards for answering and responding to customer enquiries

Telstra strives to achieve the following service standards when answering and responding to customer enquiries:

Answering and responding to customer enquiries via phone:
80% of calls answered in 20 seconds (120 seconds for Technical Support Enquiries)
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 outages

Customers are given as much notice as reasonably possible of any planned outages.

BigPond will post this information on the Service Status page http://www.bigpond.com/help/servicestatus/

28. Information about planned outages

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

29. Information about unplanned outages

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

30. Internal policies and processes about complaint handling and dispute resolution

For information on Telstra's policy on complaint handling and dispute resolution visit http://telstra.com.au/charter/charter.htm

31. Privacy policy

The Telstra 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 SERVICE

32. Information about data backed up by ISP

The following data is backed up:

ISP Mail
Central Membership Billing Data

33. Information about security services

Security 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

34. Information about control of use of Internet service by other parties

For information about the control of the use of the Internet service by other parties: http://www.bigpond.com/help/Assistance/default.asp

OTHER INFORMATION

35. Affiliations with industry organisations

Telstra is member of the following industry organisations:

ATUG - Australian Telecommunication Users Group
IIA - Internet Industry Association
AIIA – Australian Information Industries Association

36. Compliance with industry self-regulatory arrangements and standards

Telstra complies with a number of industry self regulatory arrangements and standards including :

ACIF C515:2002 Preselection - Single Basket/Multi Service Deliverer
ACIF C518:2000 Call Charging & Billing Accuracy
ACIF C523:2001 Protection of Personal Information of Customers of Telecommunications Providers
ACIF C531:2002 Commercial Churn
ACIF C536:2002 Emergency Call Service Requirements
ACIF C537:2002 Provision of Assistance to National Security, Enforcement & Govt Agencies
ACIF C541:2001 Credit Management
ACIF C542:2001 Billing
ACIF C547:2001 Complaint Handling
ACIF C555:2002 Integrated Public Number Database (IPND) Data Provider, Data User & IPND Manager
ACIF C559: 2001 Unconditioned Local Loop Service Network Deployment Rules
Internet Industry Association Content Code of Practice