| Acceptable Use Policy | HTML | |
| Complaint Policy | HTML | |
| Privacy Policy | HTML | |
| Financial Hardship Policy | HTML | |
| Traffic Management | HTML | |
| Fair Use Policy | HTML |
Acceptable Use Policy
Our policy is to provide quality services for the family, home user and small business at reasonable prices right around Australia .
Our services are designed to be shared by members in a fair and equitable manner and not to be monopolized or abused by individuals at the expense of others.
The Acceptable Use Policy has been implemented to ensure that each subscriber's use of the Service:
It's about being giving everybody a fair go at it and hope you understand and operate accordingly.
Legal translations
For legal clarification the following words have these meanings:
You means a subscriber to the Locall Australis Service, or any person who accesses the Locall Australis Service using the subscriber's access details;
Policy means this document, as may be amended by Locall Australis from time to time on 14 days notice;
Locall Australis Service means a service provided by Locall Australis, together with associated services and customer support.
This Policy comes into effect immediately if you are a new subscriber to the Service. If any changes are made to this Locall Australis policy, these changes come into effect 14 days after the revised policy is posted on the Locall Australis website.
Illegal and infringing use
You must not use the Service to breach any applicable criminal laws or to infringe on the rights of a third party. This includes, without limitation:
Inappropriate use of resources
Some or our plans are designed for domestic use and others for commercial use. We believe that it is Unreasonable Use for domestic plans to be used by businesses whose activities include heavy incoming or outgoing telephone traffic.
Commercial use includes the following activities:
We consider the use of a service to be unreasonable if you make or receive calls on our Network other than for your own personal use. We may give or withhold our consent, or make our consent subject to conditions, at our discretion.
We consider your use of Locall Australis to be Unreasonable Use if your use is considered fraudulent by Locall Australis or to adversely affect the Locall Australis Network or another customer's use of, or access to, a Locall Australis Service or Network.
Among other things, "fraudulent" use includes resupplying a Locall Australis Service without the consent of Locall Australis so that a third party may access or use Locall Australis Services or take advantage of Locall Australis free calls.
In addition, where we consider your use of Locall Australis free calls to be Unreasonable Use or that your use does not comply with the terms and conditions of the Service, then we may suspend your access to that or any other promotion or offer immediately, without notice to you.
In the event of a policy breach.
If Locall Australis believes on reasonable grounds that you have breached this Policy, Locall Australis may (but is not obliged to) take one or more of the following steps:
Locall Australis Traffic Management Policy
Our services are designed to be shared by members in a fair and equitable manner and not to be monopolized or abused by individuals at the expense of others. During peak times certain bandwidth intensive services eg p2p will be made subject to prioritisation to protect the integrity of the network and to allow fair access to all our customers.
The applications which are subject to restrictions are those, which left unchecked, could saturate all available network capacity and have an impact on the experience that all customers receive. Note: we won't restrict access to sites which need an interactive experience to use. If it takes a few minutes longer to transfer some files using FTP, then we don't believe that this causes a problem.
• Peer-to-Peer (High Demand File sharing applications) – P2P
Includes applications such as: Bittorent, Utorrent, Azeurus, Emule, Limewire and others.
• Binary USENET
Includes access to commercial USENET providers such as easynews.com and giganews. These speed restrictions do not apply to text-only USENET servers.
• Download sites
A small number of high-volume HTTP download sites which are used for file sharing, such as Rapidshare, Megaupload and Imageshack, as well as a number of commercial Adult sites which provide big file downloads are included in this category.
• Download servers
This includes speeds to some 'mirror' sites and servers which provide high-volume HTTP downloads.
Locall Australis does not allow you to send large amounts of unsolicited or unwanted mail to individuals or individual business accounts and complies with directives that restrict sites distributing pirated music, software and hardcore pornography.
Unlimited Web Plans
Locall Australis reserves the right to traffic moderate users on Unlimited Web plans during peak times depending on the behavior of the customers in question.
To ensure all users receive the appropriate level of service at peak times, Locall Australis will de-priorities users who have downloaded an excessive amount of data during a one hour period of the peak time frame.
All Unlimited Web plans are provided as web only access plans where file sharing applications such as Peer 2 Peer, VPN, Rapid Share, USENET and other known file sharing protocols are blocked.
All Unlimited Web Only Plans| All Unlimited Web Plans | Provision |
| Traffic Management Period | Daily 24 hours a day / 7 days a week |
| Excessive usage time during Traffic Management Period | 60min |
| Excessive data used during 60min time period | > 500MB |
| Penalisation | Traffic is marked as "expendable" |
| Penalisation Period | Maximum 6 hours |
1 ABOUT THIS POLICY
(a) This is the Locall Australis Fair Use Policy. It applies to any Locall Australis post paid phone services. So in this Policy, ‘service' or ‘services' means the Locall Australis mobile and home phone services as applicable to you, the individual user.
(b) The meaning of the words printed like this is set out at the end of this policy.
2 GENERAL
(a) This policy aims to ensure we are able to provide quality phone services to all of our customers, and no customers are disadvantaged by the behaviour of others.
(b) This policy applies where:
(i) there is a:
(A) level of free time or unlimited use on calls, or
(B) flat charge for part or all of a call, whether in connection with a specific promotion or pricing plan, or a generally available pricing plan.
(ii) you may send or receive text or multimedia messages, for example, without limitation, SMS, MMS, (see clause 5 below),
(iii) you may connect to and use information services on Optus Zoo (via WAP CSD, WAP GPRS or 3G) (see clause 5 below),
(iv) you may connect to the Internet using Wireless Internet (see clause 5 below),
(v) you use Optus Web SMS, Optus Web MMS, SMS Broadcast, Optus Zoo (via WAP CSD, WAP GPRS or 3G), Wireless Internet or BlackBerry (see clause 7 below);
(vi) you use the FindA Services under the Optus Zoo value added service feature (see clause 8 below); or
(vii) you use the MobileMail value added service feature (see clauses 9 below)
3 FREE TIME, UNLIMITED CALLS OR FLAT CHARGE ON CALLS - EXCESSIVE USE
(a) If you are an excessive user of free time, unlimited calls or flat charge call offers we may ask you to reduce your use of these calls (outgoing or incoming). If usage continues at an excessive level following this request and you are an:
(i) Locall Australis Post-paid Mobile Service customer, we may refuse you access to these offers. You will then be charged our standard rates for calls, and
(ii) Locall Australis Home Phone Service customer, the service may be cancelled, or we may suspend or restrict your access or move you to a different call rate plan, at our discretion.
(b) We consider 'excessive' use to be usage of more than 2,000 minutes free per month per service.
4 FREE TIME UNLIMITED CALLS OR FLAT CHARGE ON CALLS - UNREASONABLE USE
(a) In addition, and without limiting our rights under the SFOA, or the relevant service description, where we consider your use of a free time, unlimited calls or flat charge offer is unreasonable, then we may:
(i) suspend your access to that or any other free time, unlimited or flat charge offer, or
(ii) suspend or cancel the service or your access to a value added service feature, in each case immediately and without notice to you.
Please note that our right to suspend or cancel the service without notice to you under this clause overrides any requirement we may have to give you notice in the SFOA (as applicable to you).
(b) Without limiting the meaning of 'unreasonable', we supply the service and each of the value added services for the purpose of you:
(i) making calls from the receiving calls to your mobile phone or home phone, and
(ii) sending content from and receiving content to your mobile phone on our supplier's network for your own personal or business use.
(c) We consider your use of the service or a value added service feature, to be unreasonable if you:
(i) make or receive calls or send or receive content on our supplier's network other than for your own personal or business use, as described in paragraph (b) above,
(ii) wholesale any service (including transit, refile or aggregate domestic or international traffic) on our supplier's network, or
(iii) use the service (including any Locall Australis supplied SIM card) in connection with a device that switches or reroutes calls to or from our supplier's network.
(iv) without obtaining our written consent first. We may give or withhold our consent, or make our consent subject to conditions, in our discretion.
(d) We also consider your use of the service or a value added service feature to be unreasonable if you set up switch devices which overcome the time cap on free or flat call rates, thus keeping a line open potentially for hours and limiting the ability for other customers to access our network.
5 SMS, MMS, OPTUS ZOO AND WIRELESS INTERNET - EXCESSIVE AND UNREASONABLE USE
(a) As set out above, this policy applies to:
(i) the sending and receiving of SMS text messages by mobile post-paid mobile customers,
(ii) the sending and receiving of MMS multimedia messages by mobile post-paid customers, and
(iii) the use of Optus Zoo and Wireless Internet.
(b) To ensure the availability of these value added service features to all eligible customers, if you are an excessive user of these value added service features we may request you reduce your use (outgoing or incoming messages, or uploading or downloading of data, as the case may be) of these value added service features. If usage continues at an excessive level, we may suspend your access to these value added service features.
(c) Further, for any specials relating to these value added service features, if you are an excessive user of these value added service features under the special we may request you to reduce your use (outgoing or incoming messages, or uploading or downloading of data, as the case may be) of these value added service features. For the period of the special, if usage continues at an excessive level, we may bill you the standard rates for all messages or usage above the number or amount we consider as excessive usage.
(d) We consider 'excessive' use of:
(i) SMS to be usage of more than 500 SMS text message sent per month per service.
(ii) MMS to be usage of more than 500 MMS messages sent per month per service,
(iii) MMS Video to be usage of more than 300 MMS Video messages requested per month per service,
(iv) Optus Zoo via WAP CSD to be usage of more than 20 hours per month per service,
(v) Optus Zoo via WAP GPRS to be usage of more than 5 megabytes downloaded per month per service,
(vi) Optus Zoo, for the Optus Live TV Service, to be usage of more than 10 megabytes downloaded per month per service.
(vii) Optus Zoo, for the PhoneBook Backup service, to be more than 5 backups per day per service
(e) Additionally, we may suspend your access to these value added service features without notice where we deem your use to be unreasonable. Without limiting the meaning of 'unreasonable', we supply the service and each of the value added services for the purpose of you:
(i) making calls from the receiving calls to your mobile phone, and
(ii) sending content from and receiving content to your mobile phone
on our network for your own personal or business use.
Please note that our right to suspend your access to these value added service features without notice under this clause overrides any requirement we may have to give you notice in other parts of the SFOA(as applicable to you).
(f) We consider your use of the service or a value added service feature, to be unreasonable if you:
(i) make or receive calls or send or receive content on our supplier's network other than for your own personal or business use, as described in paragraph (b) above,
(ii) wholesale any service (including transit, refile or aggregate domestic or international traffic) on our supplier's network, or
(iii) use the service (including any Locall Australis supplied SIM card) in connection with a device that switches or reroutes calls to or from our supplier's network,
without obtaining our written consent first. We may give or withhold our consent, or make our consent subject to conditions, in our discretion.
(g) We also consider your use of the service or a value added service feature to be unreasonable if you set up switch devices which overcome the time cap on free or flat call rates, thus keeping a line open potentially for hours and limiting the ability for other customers to access our supplier's network.
(h) Where we deem your use unreasonable, we may bill you at the standard rates for all messages above the number defined as excessive usage.
6 PUSH TO TALK - EXCESSIVE USE
(a) As set out above, this policy applies to all mobile Push to Talk usage. To ensure the availability of our services to all eligible customers, if you are an excessive user of mobile Push to Talk we may request that you reduce your use of these calls (outgoing or incoming). If excessive use of mobile Push to Talk continues following this request, we may charge any excess usage at your peak digital mobile voice calling rate.
(b) We consider 'excessive' use of mobile Push to Talk to be more than 150 minutes of use per month per service on the daily fee.
(c) We consider 'excessive' use of mobile Push to Talk to be more than 200 minutes of use per month per service on the monthly rate for mobile Push to Talk Service.
7 OPTUS WEB SMS, OPTUS WEB MMS, SMS BROADCAST, OPTUS ZOO (VIA WAP CSD, WAP GPRS OR 3G), WIRELESS INTERNET, BLACKBERRY OR MOBILEMAIL - ACCEPTABLE USE
(a) If you use Optus Web SMS, Optus Web MMS, SMS Broadcast, Optus Zoo (via WAP CSD, WAP GPRS or 3G), Wireless Internet, BlackBerry from Locall Australis or any of MobileMail, MobileMail Corporate or MobileMail Business value added services, you must comply with this policy, which is designed to ensure your use of the service does not break any laws or interfere with the right of our other customers to use the service. If you fail to comply, we may suspend or cancel your use of the service or value added service feature.
(b) To the extent that your use of the service provides you with access to the Internet, you must be over the age of 18 years of age, or if you are not over 18 years of age, you must obtain the consent of a parent, teacher or other responsible adult prior to accessing the service.
(c) You must not use the service in a manner which interferes with the rights of other users. For example, you must not:
(i) provide false user information to us or other users,
(ii) send large amounts of unsolicited or unwanted emails or message to individuals or individual business accounts, or
(iii) gain access to a person's private information (or attempt to do so).
(d) In using the service, you must not break any laws or infringe the rights of other persons. For example, you must not:
(i) distribute or make available indecent, obscene, offensive, pornographic, illegal or confidential material,
(ii) defame, harass or abuse anyone or violate their privacy,
(iii) contravene any applicable laws,
(iv) distribute or make available material that is misleading or deceptive as to your identity,
(v) infringe any person's intellectual property rights,
(vi) monitor data or traffic on any network or system if you do not have the authorisation of the owner of the network or system to do so, or
(vii) interfere or disrupt the service, any computer system access through it or any other person's use of it.
(e) You must comply with any rules imposed by any third party whose content or service you access using the service.
(f) You may only use any content accessible through the service for personal and non-commercial purposes. You may not otherwise copy, publish, re-publish, re-distribute, re-communicate or otherwise commercially exploit such content in any form or by any method whatsoever. For the avoidance of doubt, this prohibition includes framing, linking, posting in news groups and any other form of copying by persons other than as approved by the content provider.
(g) To detect and deal with breaches of this policy and to ensure compliance with any relevant industry code of practice, notification or direction by any relevant regulatory authority, we:
(i) will co-operate with other carriage service providers to control unacceptable user behaviour,
(ii) may give your details to the police and to other law enforcement agencies if you are suspected of breaking any laws in connection with the use of the service,
(iii) may implement technical mechanisms to prevent behaviour which breaches this policy (for example, which block multiple postings before they are forwarded to their intended recipients),
(iv) may exercise any rights we have under the SFOA, or relevant service description, including suspending or cancelling use of the service,
(v) may remove any content from our servers,
(vi) may filter the content made available to you via the service or restrict your access to a particular site,
(vii) may take any other action we deem appropriate, including taking action against offenders to recover costs and expenses of identifying them.
8 FINDA SERVICES / FRIEND FINDA SERVICE - EXCESSIVE USE
(a) As set out above, this policy applies to all FindA Service usage and to Friend FindA Service usage. To ensure the availability of our services to all eligible customers, if you are an excessive user of the FindA Services or Friend FindA Service, we may request that you reduce your use of these services. If excessive use of FindA Services or Friend FindA Service continues following this request, we may suspend your access to this value added service feature.
(b) We consider 'excessive' use of FindA Services to be more than 300 maps downloaded per month when you pay us a monthly rate for FindA Services.
(c) We consider 'excessive' use of Friend FindA Services to be if you make more than 60 successful location requests per month when you pay us a monthly rate for Friend FindA Services.
(d) We consider ‘excessive' use of FindA Services (when these services are free pursuant to a special promotion) to be if you use the FindA Services more than 50 times.
9 MOBILEMAIL – EXCESSIVE USE
(a) This policy applies to use of the MobileMail value added service. To ensure the availability of our services to all eligible customers, if you are an excessive user of MobileMail, we may request that you reduce your use of the service. If excessive use of MobileMail continues following this request, we may suspend your access to the value added service feature.
(b) We consider ‘excessive' use of MobileMail to be more than 5MB downloaded per month when you pay us a monthly rate for MobileMail.
10 MYSPACE MOBILE – EXCESSIVE USE
(a) If you use MySpace Mobile, you must comply with this policy, which is designed to ensure your use of the service does not break any laws or interfere with the right of our other customers to use the service. If you fail to comply, we may suspend or cancel your use of the service or value added service feature.
(b) You must not use the service in a manner which interferes with the rights of other users. For example, you must not:
(i) provide false user information to us or other users,
(ii) send large amounts of unsolicited or unwanted messages to individuals or individual business accounts, or
(c) In using the service, you must not break any laws or infringe the rights of other persons. For example, you must not:
(i) distribute or make available indecent, obscene, offensive, pornographic, illegal or confidential material,
(ii) defame, harass or abuse anyone or violate their privacy,
(iii) contravene any applicable laws,
(iv) distribute or make available material that is misleading or deceptive as to your identity,
(v) infringe any person's intellectual property rights,
(vi) monitor data or traffic on any network or system if you do not have the authorisation of the owner of the network or system to do so, or
(vii) interfere or disrupt the service, any computer system access through it or any other person's use of it.
(d) You must comply with any rules imposed by any third party whose content or service you access using the service.
(e) You may only use any content accessible through the service for personal and non-commercial purposes. You may not otherwise copy, publish, re-publish, re-distribute, re-communicate or otherwise commercially exploit such content in any form or by any method whatsoever. For the avoidance of doubt, this prohibition includes framing, linking, posting in news groups and any other form of copying by persons other than as approved by the content provider.
(f) To detect and deal with breaches of this policy and to ensure compliance with any relevant industry code of practice, notification or direction by any relevant regulatory authority, we:
(i) will co-operate with other carriage service providers to control unacceptable user behaviour,
(ii) may give your details to the police and to other law enforcement agencies if you are suspected of breaking any laws in connection with the use of the service,
(iii) may implement technical mechanisms to prevent behaviour which breaches this policy (for example, which block multiple postings before they are forwarded to their intended recipients),
(iv) may exercise any rights we have under the consumer terms, the SMB terms, the general terms, or relevant service description, including suspending or cancelling use of the service,
(v) may remove any content from our servers,
(vi) may filter the content made available to you via the service or restrict your access to a particular site,
(vii) may take any other action we deem appropriate, including taking action against offenders to recover costs and expenses of identifying them.
EXCESSIVE USE
(g) To ensure the availability of our services to all eligible customers, if you are an excessive user of the MySpace Mobile service, data accessed within and from the MySpace Mobile service, we may ask you to reduce your usage of the service. If usage continues at an excessive level, we may refuse you access to this service and/or change correspondingly as a result thereof.
UNREASONABLE USE
(h) In addition, and without limiting our rights under the agreement, where we consider your use of the MySpace Mobile service, data accessed within and from the MySpace Mobile service, is unreasonable, then we may suspend your access to the MySpace Mobile service immediately and without notice to you. We will then charge you correspondingly as a result thereof.
Please note that our right to suspend or cancel the service without notice to you under this clause overrides any requirement we may have to give you notice in other parts of the agreement, for example under clauses 11.3(b) and 12.1(b) of the consumer terms or the SMB terms (as applicable to you).
(i) Without limiting the meaning of 'unreasonable', in respect of Unlimited MySpace Mobile Pack and Unlimited MySpace data and other offers for Locall Australis customers:
(ii) we supply the service for the purpose of you to access the service, on our network for your own personal use and not for any commercial purpose.
(iii) We consider your use of the service to be unreasonable if you are not using this service in accordance with the Locall Australis Fair Go policy.
(iv) We consider your use of the service to be unreasonable if you access the MySpace Mobile service for the purpose of re-sale, re-supply or commercial exploitation, without obtaining our written consent first. We may give or withhold our consent, or make our consent subject to conditions, in our discretion.
(j) Without limiting the meaning of 'unreasonable', in respect of offers to all Locall Australis consumer and small or medium business customers, we also consider your use of the service to be unreasonable if:
(i) your usage of the service affects other customers' access to the network; or
(ii) you set up switch devices which overcome the subscription and/or pricing charges, potentially keeping a session open for hours and limiting the ability for other customers to access the service.
12 MEANING OF WORDS
In this document the following words have these meanings:
Locall Australis means Locall Pty Limited ACN 098 042 936
Policy means this document, as may be amended by Locall Australis from time to time on 14 days notice;
Service means any telephone service provided by Locall Australis to You, together with associated services such as customer support.
You means a subscriber to the Service, or any person who accesses the Service using the subscriber's access details;
Us/Our/We means Locall Pty Limited ACN 098 042 936
Privacy Policy
Your privacy is as important to us as it is to you.
For us to do our job there is some personal information we need to collect, the obvious things like your name, date of birth, current and previous addresses, telephone/mobile phone number, email address, credit card details, occupation, driver's licence number and your Locall Australis username or password.
Your Personal Information
By providing your personal information to Locall Australis, through our web site, our representatives or otherwise, you agree to the collection, use and disclosure of that information in accordance with the Federal Government's Privacy Act.
We collect information to make sure you are who you say you are. We may also use personal information for related purposes such as:
• maintaining our relationship with you, including responding to your questions;
• helping us to identify and inform you about other products or services that are likely to be useful for you;
• approving an application;
• internal accounting and administration;
• protecting you and Locall Australis from error and fraud;
• preventing a serious credit infringement;
• understanding our customers' needs.
Protecting Your Personal Information
We understand that you have placed your trust with us when you provided this info. Locall Australis also knows you would feel violated if your details were shared without your consent.
At Locall Australis we will do everything humanly and technically possible to make sure your private info remains your private info.
Our techs have taken stringent measures, in accordance with respective Government legislation, to guarantee that all information provided is kept confidential and secure. Provisions are also in place to ensure that your personal info is only viewable by those personnel within the organisation that have the appropriate security clearance.
Disclosure and other legal bits
Under no circumstances will Locall Australis sell members' information. The only time information is disclosed to a third party is when it is related to the provision and/or improvement of services or if Locall Australis is required to do so by Australian law.
In both cases, under strict guidelines Locall Australis will preserve members' privacy. Our third party suppliers will not contact Locall Australis members unless expressly requested to do so by the member themselves.
Checking out Your Personal Information
You can see what details we have for you by visiting the Members Area on the website. You can also use the Members Area to update any of your details may have changed.
Cookies
Cookies are simply small text files that are automatically saved on your computer when you visit or interact with a website.
These pieces of information are applied to our site to enhance its functionality to save you having to input the same information time and time again.
We may also use tracking technology in our website to obtain metrics about how customers navigate to our website and other related information.
Most web browsers are set to accept cookies. If you do not wish to receive any cookies you may set your browser to refuse them.
Changes to Locall Australis Privacy Policy
This is an ever evolving industry and from time to time we will introduce new products and services and accordingly, our policies may also change.
Locall Australis reserves the right to change this Privacy Policy at any time and notify you by posting an updated version of the Policy on its web site. The amended Privacy Policy will apply between us whether or not we have given you specific notice of any change. We encourage you to review this Privacy Policy periodically because it may change from time to time.
Financial Hardship Policy
Introduction
Locall Australis understands that financial hardship may be experienced by our customers at some point in their account life cycle. It is our intention to assist where we can and look after you to the best of our ability.
Financial Hardship
You may be experiencing Financial Hardship when you are unable to meet the financial obligations of your agreement with Locall Australis for reasonable causes over a limited or long period of time.
Reasonable causes of financial hardship may include:
• Loss of employment
• Family breakdown or death in the family
• Illness, including physical incapacity, hospitalisation, or mental illness of the customer or family member
• Natural disasters
If you are experiencing financial hardship you may need assistance from us to change your payment and/or service arrangements so that your obligations to us can be met.
Customer Eligibility
If you are a residential customer or a small business customer and are experiencing financial hardship, this policy may apply to you.
Locall Australis will assess your claim for eligibility and will consider your individual circumstances as part of the assessment.
Please note that if you are simply experiencing temporary payment difficulty, this policy would not apply to you. Please call us to discuss your situation.
How Locall Australis can assist you
We will listen to you, assess your claim, discuss your payment and service options with you and aim to reach a reasonable outcome.
In addition to contacting us, Locall Australis urges you to engage the assistance of a financial counsellor. We are aware that there are sometimes waiting lists to see financial counsellors so in the interim you may be asked for documents to substantiate your claim.
Managing your claim
We may ask you to submit evidence to us to support your claim. Please refer to the section in this policy that lists types of evidence that we may ask from you.
We will take into account your circumstance and financial position to reach a financial arrangement that is suitable to both parties.
Payment arrangements will be made with the view to cover any future use and reduce your debt.
We may suggest that some or all of your services be restricted to prevent you falling further in debt whilst the arrangement is in place. We will attempt to contact you if this action becomes necessary and has not been discussed with you.
We will send you written confirmation of the agreed arrangement if you request us to do so.
We will attempt to contact you both by telephone and letter should the arrangement not be kept by you prior to taking further credit management action.
If you require us to review your arrangement due to a change in your circumstance we will do so.
Whilst your payment arrangement remains in place we will not report your debt to a Credit Reporting Agency.
Your responsibilities
You must make the agreed payments on the agreed dates.
You must show a willingness to reduce usage to a minimum during the term of the financial arrangement
You will contact us within 48 hours prior to an agreed payment date if you are unable to keep your commitment.
You will contact us to advise us if your circumstance has changed favourably or unfavourably during the term of the arrangement.
You will act promptly and honestly at all times throughout the course of this arrangement.
Termination of the arrangement
In the event the arrangement is not adhered to and we have not been contacted by you, we will take reasonable steps to contact you or your authorised representative before taking further action.
The arrangement will be considered terminated after this time and full credit management action will resume.
In the event that you choose to cancel your account with Locall Australis, the arrangement will no longer be valid and normal credit management action will apply.
Failure to make the agreed payments on a regular basis may be viewed negatively and result in termination of the arrangement.
Required documentation to support your claim
Locall Australis may ask for any of the below types of evidence to support your claim of financial hardship:
• Statement of financial position
• Evidence that you have engaged a financial counsellor or evidence of a pending appointment to see a financial counsellor.
• Statutory Declaration from a person that is familiar with your situation. (Family Doctor, Clergy, Bank Officer, etc.)
• Medical certificates from treating specialist or other medical professionals.
Financial Counsellors
The contacts below may be of assistance to you for your state or territory:
ACT
Salvation Army Money Care – 02 6247 3635
New South Wales
Financial Counsellors' Association of New South Wales – 1300 914 408
Northern Territory
Anglicare Financial Counselling Service - 08 8948 2700
Queensland
Financial counsellors' Association of Queensland - 07 3321 3192
South Australia
Uniting Care Wesley Adelaide - 08 8202 5180
Tasmania
Anglicare Financial Counselling Service - 1800 243 232
Victoria
MoneyHelp – 1800 149 689
Western Australia
Financial Counsellors' Association of WA – 1800 889 364
Complaint Policy
Making and Lodging a Complaint or Escalation
If there is something about our service that you are not happy with, you have the right to express any grievance or complaint with Locall Australis.
The first step is to talk to our customer support team. All service issues and problems need to be addressed and escalated through that department.
If you are dissatisfied with the outcome and wish to take the matter further, a formal complaint should be made in writing and lodged via the contact page on our website. This can be found at http://www.australis.net/contact.php.
Minimum Information Required when Making a Complaint
To facilitate your grievance properly, it would be appreciated if you could list the following details on the feedback form:
Account holders full name.
Account Username
Best daytime contact number/s.
Details of complaint including (if possible): dates, times and any staff member spoken to (if relevant)
Details of any previous correspondence with Locall Australis.
Locall Australis's response
When your complaint has been lodged through our feedback page, you will be acknowledged within 1 business day.
The acknowledgement may be verbal (via telephone) or in writing (via email) at the discretion of Locall Australis.
It is the intention of Locall Australis to resolve all complaints within 5 business days (from the date of initial acknowledgment).
More complex issues will be resolved within 20 business days. Should resolution of the complaint appear to be falling outside of these timeframes, the customer will be contacted and advised and a new timeframe set.
Status of Complaint
Feel free to contact us at any time to enquire on the progress of a complaint, by either email or telephone.
Outcome of a Complaint
Locall Australis will advise customers either verbally (via telephone) or in writing (via email) of the outcome of their complaint.
Escalating a Complaint
Should a Locall Australis customer be dissatisfied with the outcome of their complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted via the following means:
Telephone: 1800 062 058 or 03 8600 8700
Fax: 1800 630 614 or 03 8600 8797
Email: tio@tio.com.au
Online: http://www.tio.com.au/make_a_complaint.htm
While the TIO is "an office of last resort" in the interests of fairness, Locall Australis must be given a reasonable opportunity to settle a complaint before the TIO will become involved.
If after all of this, you still feel that your issue has not been fully resolved, the next step then is to contact the Office of Fair Trading in your state or territory.