Privacy & Security

You private details are only used for the operation of services you buy from us and not passed on to any other organisations.

How to Contact

Open Monday to Friday 9:00am – 4:00pm ACDT and ACST

Phone: 1300 20 88 20
Ask for accounts and specify you wish to discuss Financial Hardship

Fax: 1300 60 88 60
Addressed to Hardship Enquiries, TelcoEdge.

Postal: Hardship Enquiries, TelcoEdge, PO Box 434, Fullarton, SA 5063.

We treat your private details as confidential information and will not disclose such information to a third party.

Privacy

TelcoEdge Pty Ltd is committed to protecting your privacy.

We take extraordinary steps to ensure that your personal information is stored and processed in a very secure manner

We treat your private details as confidential information and will not without your prior written consent disclose such information to a third party except where required to do so by law.

All our employees, contractors and agents access our secure information on a need to know basis only, and have executed legally binding non-disclosure agreements.

Extrarordinary customer service

TelcoEdge is committed to providing you with extraordinary customer service and in doing so we need to collect your private details such as phone numbers, email address, physical and postal addresses, financial details, your requirements and usage of our services.

We use this information to:

  • Identify you and to provide the appropriate services to you
  • Administer those services including charging and billing
  • Inform you of ways the services can be improved
  • Conduct appropriate abuse, credit and fraud checks
  • Maintain our systems and infrastructure

Transmission of your information

We strive to protect transmission of your personal information however data transmission over the Internet can never be guaranteed to be 100% secure hence any information you transmit to us or receive from us over the Internet is conducted at your own risk.

Phone, fax, SMS and email communications are strictly private and confidential in accordance with industry standards and regulations related to operating a public telecommunications network.

It is important that you maintain security of any usernames and passwords that we provide you with to access our services.

Financial Hardship

Definition of Financial Hardship

The Telecommunications Consumer Protection Code (TCP) defines financial hardship as a situation where:

a Customer is unable to discharge the financial obligations owed by the Customer under their Customer Contract or otherwise discharge the financial obligations owed by the Customer to a Supplier, due to illness, unemployment or other reasonable cause; and

the Customer believes that they are able to discharge those obligations if the relevant payment arrangements or other arrangements relating to the supply of Telecommunications Products by the Supplier to the Customer are changed.

Financial Counselling

A list of financial counselling services are available at www.financialcounsellingaustralia.org.au

TelcoEdge Assistance

Financial hardship is a real and ongoing inability to pay bills, rather than an unwillingness to pay them.

Where you believe you have a genuine need and have contacted us about this, TelcoEdge will ask you to provide documentation supporting your financial situation and the circumstances that have led to this, and we will then evaluate your situation.

TelcoEdge may access other available information to assist with the evaluation.

TelcoEdge may ask you to provide further information such as your income, financial resources, expenses and budget to assist with confirmation of a situation.

An assessment will be made within 7 working days of receipt of all requested information and a repayment plan may be put forward to you.

TelcoEdge provides tools to limit use of your services such as maximum number of calls, faxes, SMS, or maximum amount of spend, and these tools may be used to help you with financial management.

How can we help you?

Get in touch if you have any queries or need a tailored, secure telco solution for your business.

contact us