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TELSTRA BIGPOND DIAL-UP RESIDENTIALPRICE & BILLING1. Pricing PlansBigPond's Dial-Up Residential plans and pricing is available at Price & Billing: BigPond Dial-Up Residential. 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 is 0198 308 888, or as advised during the sign up process. 3. Termination feesA $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 customersNo restrictions. BigPond Dial-Up Residential is available Australia wide. Standard PSTN and ISDN call charges will apply. 5. BillingBigPond Dial-Up Residential Plans
* Quarterly billing not available if billed by Credit Card. 6. Ancillary services providedThe following ancillary services are provided with BigPond Dial-Up Residential plans:
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 & INSTALLATION8. Client operating systems for which assistance is availableVisit the BigPond Dial-Up System Requirements page to find out which 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. Some plans may incur technical support charge. No charge for Telstra BigPond outage related calls. 12. Charging for technical helpTechnical support service fee may apply on certain plans. No charge applies for BigPond outage related technical calls. 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. Telephone support is available:
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 user's systemsThe effects of set-up disks on user's systems are:
15. Information about setting up customer equipment to maximise performanceFor information about customer equipment set up to maximise performance, see BigPond's Frequently Asked Questions. 16. Access for disabled usersTelstra's initiative, 'Access for Everyone' provides information about 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 enquiriesOnline: www.bigpond.com/mybigpond 18. Period of notice to be given to the customer before termination or suspension of the serviceBigPond Dial-Up Residential 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 serviceBy telephone: 13POND (137663) 21. Reminder notices for pre-paid contractsA reminder notice is sent to customers at the end of a session as a result of their pre-paid balance falling below 5 hours. 22. Period of notice for changes in prices, terms and conditionsBigPond Dial-Up Residential 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 Residential plans that Telstra considers are detrimental to the customer. 23. Method of communication about changes in prices, terms and conditionsBigPond Dial-Up Residential 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 My BigPond. 25. Operating manuals, guidebooks or other informationThere is extensive support available online on the BigPond website. 26. Internal service standards for answering and responding to customer enquiriesTelstra strives to achieve the following service standards when answering and responding to our customers' enquiries:
27. Notice period for planned outagesCustomers are given as much notice as reasonably possible of any planned outages. Planned outages information is published to the Service Updates page. 28. Information about planned outagesCustomers are advised of any planned outages to BigPond services on the BigPond Service Updates. 29. Information about unplanned outagesCustomers are advised of any unplanned outages to BigPond services on the BigPond Service Updates. 30. Internal policies and processes about complaint handling and dispute resolutionTelstra's policy on complaint handling and dispute resolution is located at Telstra's Customer Service Charter. 31. Privacy policyThe 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 located at the bottom of every BigPond website page. 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 to 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. For more information see the Report Misuse of Service form. Extensive security information is available at BigPond's Security-related Frequently Asked Questions page and throughout the BigPond site. 34. Information about control of use of Internet service by other partiesFor information about the control of the use of the Internet service by other parties, see BigPond's Frequently Asked Questions page. 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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