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Policies

Privacy

Financial Hardship

Appointment of Representative

Dispute Resolution Policy

Billing and Payment Information

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.

Access to your personal information

If you wish to access your personal information please send us a written request to our company address shown on the contacts page of this website.

The policy may change from time to time and be updated on this website.

Financial Hardship

Definition of Financial Hardship

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

  1. 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
  2. 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 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.
Email   and describe your Financial Hardship.

Appointment of Representative

You may appoint an Advocate or Representative to deal with us on your behalf.

Advocate or Representative ?

An Advocate can deal with us on your behalf however they:  

  1. are not authorised to change your account or services, and
  2. cannot act on your behalf or access your information unless you are present and agree

An Authorised Representative whom you appoint can deal with us on your behalf as your agent and:

  1. if you give them limited rights, has only those rights including any limitations you specify on access to your information, and
  2. otherwise has the power to act and access information as if they were you.

Our Process

If we are not clear whether you intend to appoint an Advocate or an Authorised Representative, we shall assume you only intend to appoint an Advocate.

We may also accept a person who holds an appropriate Power of Attorney or Guardianship Order as Advocate or Authorised Representative for a Customer. Please forward a certified copy of the Power of Attorney or Guardianship order together with this form (signed by the Attorney or Guardian for the Customer). We may need to have the documents checked before we can accept the appointment.

To protect your privacy and security and to minimize the risk of fraud, our normal requirement is that this Appointment be submitted by post as a signed original, witnessed by a Solicitor, Doctor, Pharmacist, Police Officer or Centrelink Officer.

How to Apply

Contact us to request a form to be completed and return to us.

Open Monday to Friday 9:00am – 4:00pm ACDT and ACST
Phone: 1300 20 88 20, ask for accounts.
Fax: 1300 60 88 60, addressed to Accounts, TelcoEdge.
Postal: Accounts, TelcoEdge, PO Box 434, Fullarton, SA 5063.
Email:  and provide your contact details for us to send the form to.

Dispute Resolution Policy

About Complaints

TelcoEdge delivers outstanding customer experiences.

We appreciate your feedback and we use this to continuously improve our services.

In the event you have not received the experience you expected and are dissatisfied with our services or how we have handled your enquiry you have a right to make a complaint.

We will not charge you for handling your complaint.

How to Contact Us

Open Monday to Friday 9:00am – 4:00pm ACDT and ACST
Phone: 1300 20 88 20, and ask for Sales and specify you wish to make a complaint.
Fax: 1300 60 88 60, addressed to Complaints, TelcoEdge.
Postal: TelcoEdge, PO Box 434, Fullarton, SA 5063.
Email and describe your complaint and contact details.

You may appoint someone to communicate your complaint with us on your behalf.

You may also appoint an authorised representative; please refer to the following site for further information on how to action this: http://telcoedge.com.au/policies

If English is not your native language or you have a hearing impairment, you can contact us via a language interpreter service or the National Relay Service.

How we Resolve Complaints

The quickest way to resolve your complaint is by speaking with one of our consultants. If they are unable
to solve your problem they will pass this to a manager who will take ownership of it.

We record and track your complaint on our system linked to your account with us.

If you send a complaint to us by fax, post or email we will respond to you within 2 business days.

We aim to resolve all complaints within 10 business days.

You may contact us at any time to check on how the complaint is progressing, however we are proactive in keeping you informed of the progress as far as is practical.

We process most complaints in the order they are received.

If you feel your complaint is urgent, such as a loss of service, we will prioritise and aim to resolve your matter within 2 business days.

In most cases we will discuss your complaint with you by telephone, and sometimes it may be more appropriate to do so via letter or email.

We will not implement an outcome or resolution unless this has been first accepted by you.

Still Dissatisfied?

If we are not able to resolve your complaint we will escalate your matter to a senior manager who will contact you within 2 business days and provide their direct contact details to you.

If you are still not satisfied with our attempts to resolve your complaint, or with how we have handled it, you can contact the Telecommunications Industry Ombudsman (TIO), but only after you have attempted to resolve your matter with us.

The Telecommunications Industry Ombudsman can be contacted by telephone on 1800 062 058 or via their website at http://www.tio.com.au

Billing and Payment Information

Unless otherwise agreed with you our billing and payment processes are as follows.

Billing is carried out on a per calendar month basis.

Each invoice includes the monthly service fee for the next month, plus usage of the service above the included amount for the past month.

Payment options include credit card, bank transfer and direct debit. Option for payment by PayPal will soon be added.

We do not currently charge any fees for using any of our payment options.

Invoices are sent to you by email, and are stored in your TelcoEdge interactive interface so that you can access historical invoices at your convenience.

Detailed usage records such as calls, faxes and SMS are provided in the Reports tab of your TelcoEdge interactive interface.

Late payment and dishonour fees may apply.

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