COMMUNICATION: BIGPOND DIAL-UP RESIDENTIAL

• BigPond Sales and Billing Support: 13POND (137663)
• Sales and Billing Help email form

BigPond plans may be changed or withdrawn at any time.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 plans that Telstra considers are detrimental to customers.

24 hours notice is required to terminate the service. Customers will receive a final BigPond bill upon cancellation. If they choose to cancel their service prior to their next monthly Bill Date* of their service, customers will lose any unused usage allowance and will not receive any pro-rated rebate off their monthly access fee between cancellation date and next bill date.

*The monthly Bill Date for your service is the date on which you are billed and this is usually the monthly anniversary of the date on which we created your BigPond Account or if you choose to bill your BigPond charges to the Telstra bill it may be the billing date of the that account.

• By telephone: 13POND (137663)
• For international customers +61 02 9242 1238

BigPond plans may be changed or withdrawn at any time.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 plans that BigPond considers are detrimental to the customer.

BigPond 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
• Direct mail
• Out-bound call

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.Click here.

There is extensive support available online on the BigPond website.

 Frequently Asked Questions (FAQs)
 Configuration information
 Jargon Buster
 Email Help Form

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 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

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

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

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

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