COMMUNICATION: BIGPOND ISDN

Contact numbers for administrative, account and billing enquiries

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

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

BigPond Dial-Up plans may be changed or withdrawn at any time.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

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

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

*The monthly Anniversary Date for your service is the date on which you are usually billed and this is usually the monthly anniversary of the date on which we created your BigPond Dial-Up Residential Account.

Customer action required to terminate the service

By telephone: 13POND (137663)
via Online Cancellation form
For international customers +61 2 9242 1238

Period of notice for changes in prices, terms and conditions

BigPond Dial-Up plans may be changed or withdrawn at any time.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

Method of communication about changes in prices, terms and conditions

BigPond Dial-Up 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

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 My Account.

Operating manuals, guidebooks or other information

There is support available online on the BigPond website.

Frequently Asked Questions (FAQs)

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 advised 1 week or more prior to any planned outages.

Information about planned outages

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

Information about unplanned outages

Customers are advised of any unplanned outages to Telstra services through the Telstra 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, visit Telstra Charter.

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.
Privacy Policy